Task A: Two Role Plays {30%} The Hospitality industry is a service industry. Customers expect to receive good service. For this task. there are 2 (two) rofeefayjs, 5 minutes each, that must be completed. Each roleplay is worth 15 Marks. Please refer to Appendix 1 for the marking cnteria. Your task is to: 1. Conduct a roleplay as a customer for 5 minutes as stated in roleplay scenario 1. 2. You will then take the role of the Restaurant Manager and perform for 5 minutes in the alternate simulated roleplay scenario 2. You are to utilise the ACA Restaurant Cafe Customer Service Standards and Policy, and Business Summary Plan to assist with your roleglays. You are required to book with your Trainer a time to complete both role plays. Both roleplay details are outlined below: 1. Roleplay 1: Student-student as customer Scenario 1 You are lvlrilvlrs Jones. You have been using ACA Restaurant gate, for the last 6 years. You have eaten at the restaurant gate many times and were thinking about hosting your business staff Christmas party at the restaurant \\cMalfg You have arn'ved and no one has given you any attention and you are waiting for the wait staff. Imogen (the trainee) comes (after 3 minutes) and seats you and soon after you discover aloud group of diners. They have been drinking. You also ask for some suggestions on food items served and a beverage that may be suitable for the meal. You chose your menu items and then wait. The delay means that you have to listen to the drunk patrons, and your hunger increases. Issues to be outlined in this case: - Delayed time in services including greeting and food delivery - Request for changes of table due to noise' - Concerns and doubts to whether to host business event at the restaurant cafe" - Bring forth issuesfconcems by escalating to appropriate personnel and discuss 2. Roleglay 2: Student-smdent as Restaurant Manager Scenario 2 Your customer Mrdrs Jones have been using ACA Restaurant Cafe for the last 6 years. They have eaten at the restaurant cafe many times and have discussed hosting their business staff Christmas party at the restaurant cafe. You have been busy and using Imogen {the trainee) to seat some guests. Imogen was asked for some suggestions on food items served and a beverage that may be suitable for the meal and did not have much help. The food is delayed, and the customer complains to you (as the Manager). Your role as the Manager means that you must acknowledge the complaint, make necessary investigations and also deal with customer as per the company complaint policy. You must resolve the issue in order to retain a loyal customer. Please refer to the ACA Restaurant Cafe Customer Service Standards and Policy, and Business Summary Plan to reflect on procedures and assist with your decision making to compensate for service difficulty and promote repeat business. Issues to be outlined in case: - Identify issue and confirm customer preferences, needs and expectations - Apply review techniques to establish and agree on the nature, possible cause and details of the complaint - Change of table not available so you anticipate what you are going to offer the client. - May need to communicate with others team member for proper investigation - Ensure internal and external customer dealings are professional. - Neg otiatefconvince customer to consider business event to be held at the restaurant cafe; - How would you follow up with the loud table;i delay with food