Write down the dialogue for each scenario below.

Role Play 1: Late order

 

Customer: You are a supplier to the restaurant and have arrived at the restaurant very near closing time and you want to see how the restaurant uses your products, the waitress seems very busy and the restaurant is closing in an hour. You want to put your order through but require information from the waitress regarding which items on the menu have your products that you supply.

 

Staff:  You are nearing the end of your shift and the restaurant is very busy. It has been a very long day and you are ready to go home. A supplier of the restaurant comes in near closing time and wants to order food that he supplies to the restaurant. He calls you over and says they want to order food especially the items on the menu that he supplies, you are unsure on how to answer his questions. (How should you respond?)

 

Role Play 2: Busy Restaurant

 

Staff: You are a waiter at a restaurant and it has been exceptionally busy today. A guest signals you to come to his table. You approach the table and the guest says.......

 

Customer:  Our table is to too cramped. I specifically said that I needed a table big enough to accommodate my father who is wheelchair bound. Is there anything you can do?

(How should you respond?)

Scenarios Part B- Telephone customer service role plays. 

 

Role Play 3: In House customers

 

Guest: You are a guest at XYZ hotel and are having problem with your laptop. You can't seem to connect to the internet. You are in a bind as you have to attend a wedding tomorrow and you need to check the wedding registry to get a wedding present. You call down to reception to ask for assistance.

 

Front Desk: Guest calls you from room 313, he is having trouble with his laptop and connecting to the internet. You inform the guest that a maintenance engineer will contact you and offer assistance.

Maintenance Engineer: You receive a call from Front Desk informing you that guest in room 313 is having trouble connecting to the internet. You are currently in the middle of doing something. You inform Front Desk that you will call room 313 as soon as you have finished completing your task. You call the guest in room 313 five minutes later to offer assistance.

(How would you provide service in this situation?)

  

Role Play 4- Respond to queries over the phone from an external customer

 

A customer rings and wants some information for an 18th Birthday party for 40 people at your restaurant.

What questions would you ask the customer and how would you respond to their query?

 

Scenarios Part C- Written Electronic Communication

 

Scenario 5- Written request from external customer

 

A customer sends through an email requesting information about catering for a wedding and has quite a few dietary requirements. How would you respond to this request via email? What information would you provide and what questions would you ask to get a clear picture of the customers' requirements?

Scenario 6- Written request from colleague.

 

The head chef has written to you as the manager of the restaurant. He has noticed that some of the staff both front of house and back of house have poor food hygiene practices and wants to check on the staff having current food handler certificates and if any further training is needed or if disciplinary action should be implemented.

(How would you respond via email?)