Restaurant Training – Waitress & Waiter Training Role Play Tips For Hospitality Education & Learning

Lights, Camera, Action!

Incorporate Role Play for a Winning Training Program

Take one…take two…take three…ready on the set?

Are your teams providing their best performance with every guest that walks through your doors? Incorporating role play into your training programs will help your guests receive an encore performance every time.

Role play is one of the most effective tools in the trainer’s toolbox where participants can experience real life situations and “learn by doing”. Role play can be used to train any level of company personnel including staff, managers, and even company executives.

Role play allows teams to experience real life situations in a simulated and controlled environment. With participants playing the roles of guests, employees, and managers, they can be better equipped to handle situations.

Because of the controlled environment, role play allows the trainer to assess an individual’s strengths and weaknesses and devise an action plan for growth and development. When used to master a skill, role play builds confidence as the skill is practiced and coaching is administered by a trainer. Since the trainer is side by side with the learner, they can easily determine whether the learner has mastered the newfound technique and is ready to work their position solo. When role play is used to emphasize with another person’s feelings, it allows the teams to recognize those feelings and understand the effect of their or other’s behaviors. For example, role playing a guest situation will allow teams to better understand how a guest feels. As a result, they will learn the level of service that should be provided to deliver a quality experience. Another benefit from role play is helping team members understand the consequences of breaking policies, such as, arriving late to work and the stressful impact it may have on the entire team. As a result, they will learn the importance of arriving on time.

How to get started

Prior to the scheduled training date, company assessments should be performed to determine the specific areas of performance/improvement to be addressed. Then, the company facilitator should determine the overall results to be accomplished and how the issues will be best addressed. For instance, the trainer should determine if the issues are related more to emphasizing feelings or strengthening a skill.

Next, the company facilitator should determine the specific characters associated with the issue and the particular roles they will play. There are many roles that can be played such as a guest and service representative, a manager and team member, a service representative and kitchen team member or similar combinations.

Finally, the company facilitator, armed with the necessary scripts and scenarios, can then develop training aids and other training tools to address the overall goals of the program.

As a head start, we have listed some suggested scenarios that will help you role play with your teams. Before starting the role play, always ask for volunteers so the shy or less experienced teams can watch others first to help build their confidence.

Suggested Scenarios

1. Cashier talking on the phone and not acknowledging a walk-in guest

2. Server being abrupt and rushing a guest while taking an order (asks questions in a curt, quick manner and displays rushed body language)

3. Server being overly friendly and talking too much with a group of business guests having a meeting

4. Server scolding a kitchen worker about an order made incorrectly

5. Host/Hostess being sarcastic and short tempered when a guest is asking for menu information

6. Host/Hostess defensively telling a guest “I told you the wait was 20-25 minutes and you only waited 10 minutes”

7. Bartender being cold and unfriendly while a sole diner is looking for attention and conversation

8. Bartender chatting with some regulars and ignoring a guest who obviously needs something (beverage refill, a napkin, condiments etc.)

9. Two bus persons talking about personal issues while ignoring a guest’s signal for service

10. Kitchen team member loudly demanding a server to pick up an order

11. Dishwasher being disrespected as servers throw dirty dishes without scraping them first

12. A problem team member causing coworkers to do extra work; creating disagreements among the staff; undermining management; constantly being late; and similar situations.

13. Manager telling the guest “no” or “we can’t do that” without apologizing, adding an explanation, and offering options

14. Manager pointing his/her finger and arguing with a guest when handling a complaint

15. Manager threatening a team member’s job

Alkis Crassas, President of EVOS USA, Inc., a healthier fast food chain, headquartered in Tampa, Florida, routinely uses role play and says, “Although role playing pushes the envelope by placing participants in the limelight, after the butterflies disappear, it will smooth out and your team will begin to see the big picture goals of your restaurant”.

If role play is designed properly and effectively executed, it can be very valuable to the success of any company. Most important, when role play is interactive and fun, your training goals will be retained and result in a high return on your investment. Role play adds to the life experience of each participant and when people experience something, they will take that away with them more so than any book, video or lecture could ever replicate.

Lucrative Home Based Businesses

A lucrative home based business as the dictionary defines it is profitable; Moneymaking and affordable. What this means is your lucrative home business will be producing a sizable profit at an affordable cost.

For your home business to be profitable it must be bringing in more money than what you're spending on a monthly basis. Most online home businesses take at least 3 months to become profitable. So it is important to work hard on your online business for those first 3 months as this will set your business up to be profitable.

The moneymaking part of your business comes down to what programs and or products you are selling. The lucrative home based business will have multiple income options and not put all its eggs in one basket. It is very handy if you can put all the income options under one link. This will allow you to concentrate on advertising just that link.

You should always work within one of financial means and stick to your budget. Being an affordable home business depends on what your financial situation is. Some will have larger budgets than others but do not let this stop you from having your own lucrative home based business. If your budget is low there are so many free methods of advertising and some free methods are the most proven online today.

The 3 tangibles that define a lucrative home based business, profitable; Moneymaking and affordable all work together to help you make money online. Having the right programs in place will have you in profit within 3 months and if you stick to your budget within 12 months you may have financial freedom and this is what every internet marketer strides for.

How Affiliate Marketing Works – A Step By Step Guide For Beginners

Looking to make an income online? Got a computer / laptop and an Internet connection? Then Affiliate Marketing could be the simplest and quickest path to fulfilling your dream.

Here, you’ll discover the 6 simple steps that will take you from complete beginner to Affiliate Marketer in as little as 48 hours.

WHAT IS AFFILIATE MARKETING?

Affiliate marketing is a performance-based marketing system where a product vendor pays an “affiliate” a commission when someone buys their product. That “someone” having been referred to the vendor by the “affiliate.”

And it all happens online: You have a web presence, usually a website, that you attract like-minded visitors to, where you “warm them up” to the idea that the product you’re promoting (as an affiliate) is the perfect answer to their pressing problem or need.

That “product” could be physical (books, CDs, DVDs, clothing, jewelry, natural medicines, etc.) or digital (e-books, e-reports, software, online courses / trainings, etc.).

When your visitor clicks on your affiliate link (on your site) they are redirected to the vendor’s site, where the vendor will close the sale; a lot easier after you’ve warmed them up! When your site visitor buys the vendor’s product you get paid a commission.

For example, if the product cost $100 and you get, say, 50% commission, you’ll get paid $50! And all for, basically, introducing someone with a pressing problem or need to someone who can fix that problem.

Affiliate marketing is ideal for beginners starting out online as it has a very low barrier to entry: it’s a very simple process that doesn’t need any particular technical skills, you don’t have to have your own product, and it doesn’t cost the earth to get started. In fact, you can get going for less than $20!

And, you don’t have to do selling, or fulfillment, or keep stock, or deal with payment systems, and you don’t have to deal with customers; the vendor does that.

All YOU need is an Internet connection and a computer / laptop and you’re good to go.

AFFILIATE NETWORKS

Because affiliate marketing is so profitable for both affiliate and vendor, over the years many “affiliate networks” have sprung up to help both affiliates and vendors manage their affairs much more efficiently and easily.

Vendors can attract affiliates by advertising their products on these networks and affiliates can easily find products to promote. Once an affiliate decides to promote a certain product the network assigns an affiliate link / ID so that sales of that product can be linked back to the affiliate.

The affiliate network also takes on responsibility for managing the flow of money between vendor and affiliate either by electronic transfer or check. It also charges a small fee to both vendor and affiliate for the service.

There are many affiliate networks to choose from, but a beginner to affiliate marketing can easily get started with “ClickBank” and / or “Amazon.”

GETTING STARTED WITH AFFILIATE MARKETING

1. Choose Your Niche and Product

The first step is to decide which niche you wish to operate in. A “niche” is a group of people with very similar interests, e.g. gout sufferers, broken relationships, looking for car insurance, how to make money online, etc. But, of course, it also has to have proven “buyers” in it in order to make money.

So how do you find a profitable niche with lots of profitable products you can promote?

A very quick way to do this is to search affiliate networks for niches that have several products that their stats tell you are selling well. If there are lots of products that are selling well, you now know that the niche is a profitable one, and, the buyers in that niche like those products.

In other words, there’s no second guessing; you know for a fact that you can make money in that niche and you know for a fact which products are successful, unlike if you had to develop your own product!

Once you’re happy with a product, you sign-up as an affiliate for it and are given a unique link that you place on your website. When a visitor clicks on that link they go to the vendor’s sales page where, if they buy, you get paid the commission assigned to that product.

2. Get Your Domain Name

Before you setup your website you need to get a domain name based around your niche. For example, fastgoutcure.com, weightlossforseniors.com. Get the idea? This will become your website “address.”

Two of the most popular domain registrars are “GoDaddy” and “NameCheap.”

3. Get Hosting

Next, you need to get hosting for your website. This is where all your website files will be stored and secured. When someone enters your domain name in their browser they will be directed to your website.

There are very many web hosting companies out there, but you can’t go far wrong as a newbie by going with “HostGator.”

4. Set-Up Your Website

You then need to set-up your website. This needs to be highly relevant to, and laser-focused on, your chosen niche and product. For example, having a website about “arthritis” and trying to promote a product that cures “gout” will neither rank well in the search engines nor make sales.

Although gout and arthritis are linked medically, most people don’t know that, so they’ll be searching for “arthritis” solutions or “gout” solutions and Google will present webpages on their search results that reflect that. So always stay laser-focused!

You need a platform or specialist software to build your website. The most popular platform today by far is “WordPress” which is free. Most good hosting companies like HostGator allow you to select WordPress directly from within your hosting control panel in just a couple of clicks.

5. Add Great Content

There’s a saying in marketing that “content is king!” I like to say that “GREAT content is king!” So the content on your website has to be highly relevant to, and laser-focused on, your niche, such that your site visitors get great value (and know they great value) from it.

For example, if your site is about “gout” you write content about what causes it, its symptoms, how it’s diagnosed, how it’s treated, any natural remedies, any specific diets, lifestyle changes, and so on. Give top tips, some recipes, the latest studies, news, etc. That is, keep adding “value.”

6. Drive Traffic (Visitors)

Now, you can have the best website in the world, the best product(s) to promote that will definitely, absolutely, help your target audience; but, if nobody ever lands on your site, you might as well not have bothered!

So getting visitors (called “traffic” in Internet marketing) to your website is absolutely critical to your success and to helping all those people who are desperately searching for a solution to their problem.

There’s basically two ways to get traffic; “pay for it” or “get it free.”

Paid traffic is things like advertising on other niche websites, Google, Bing, Facebook, etc. You can also pay people who have large email lists in the same niche as you to send out a promotional email of yours to their list.

But paying for traffic may not be the best option when starting out because you really need to know what you are doing because it’s very easy to get “burnt” when you don’t.

Free traffic comes from things like Search Engine Optimization (SEO) which is the art of getting your website on page 1 of Google, Bing, and other search engines.

You can also get tons of free traffic from posting great content (with links back to your site) on Social Media platforms like Facebook, Twitter, Instagram, Pinterest, etc. When people click on your link they end up on your website.

You can produce simple, short, YouTube videos that can drive traffic to your site via your site link in the video description.

One very popular way to drive free traffic to your site is to post comments on blogs and forums in the same or similar niche to you.

Another very simple way to get free traffic is by publishing short articles in Article Directories such as EzineArticles. The article you’re reading right now is an example of this technique.

This also has the added benefit that other website owners in your niche are allowed to copy and publish your article on their sites, but they must leave your website link intact so that you can get free traffic from THEIR site too!

So, here’s your affiliate marketing checklist:

1. Choose Your Niche and Product

2. Get Your Domain Name

3. Get Hosting

4. Set-Up Your Website

5. Add Great Content

6. Drive Traffic (Visitors)

If you’re a beginner to affiliate marketing don’t be overawed by all this; it really is very easy to get going. Anybody, and I mean anybody, who has an Internet connection and a computer or laptop can be up and running, ready to start taking commissions, in as little as 48 hours. And all without any previous experience.

Pre-Employment Testing

As the job market becomes increasingly competitive, many employers are resorting to pre-employment testing to determine the best candidate for the job. While resumes provide employers with some insight into the capability of applicants, a relevant test can really help narrow the field. Unfortunately, there are also several disadvantages to pre-employment testing. Additionally, there are strict laws prohibiting discriminatory or disrespectful questions from being asked.

Advantages

Pre-employment tests provide employers with a number of advantages. Some such perks, include:

• Employers can identify positive traits within candidates, such as integrity, competence, motivation, and reliability

• Employers can identify negative traits within candidates, such as substance dependency and inclinations toward theft

• Provides further insight into candidates

• Can help determine differences between candidates who seemed equal after evaluating their resumes and undergoing an interview.

Disadvantages

Unfortunately, pre-employment testing is also disadvantageous for many employers. Some drawbacks include:

• Test results are only one factor of the hiring process. Employers should base their decision on other factors, such as their experience, qualifications, and interview.

• All tests administered by employers must be certified for validity and reliability

• Test results are not necessarily indicative of applicants’ ability to perform their job. Instead, tests focus on applicants’ potential.

• Testing conditions must be fair and consistent for every candidate

• Testing may eliminate some candidates who are highly qualified, but do not perform well on tests

• Applicants may react poorly to the test. Additionally, if they believe the test was discriminatory, they can legally challenge the test.

Discrimination

When writing tests, employers must be aware of the laws pertaining to employment testing. Any questions which require applicants to divulge something about themselves that could result in discrimination is illegal. For example, employers cannot ask about an applicant’s:

• Age-Some employers discriminate against older applicants because they assume that the older they are, the more pay they will request.

• Race/Ethnicity-Race and ethnicity are irrelevant factors when applying for a job. This law protects minorities from discrimination.

• Disability status-Some employers will discriminate against persons with disabilities, even if they will not impede the applicant’s job performance. The Americans with Disabilities Act prohibits employers from asking questions pertaining to an applicant’s disability status.

• Sexual preference-Because sexual preference is private and irrelevant to one’s job performance, employers are prohibited from inquiring. This law protects members of the LGBT community who might otherwise be discriminated against.