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GLOBAL ETIQUETTE COMPENDIUM
ROLE -P LAY
4B. STRIVE FOR PERFECTION IN HOW WE ACT
FOR F&B
INTRODUCTION: Remind the group this is about STRIVE FOR
PERFECTION i.e. it’s the small details that count.
This role-play is about displaying perfection in our
actions. DEBRIEF:
This example is for F&B. It looks at how we STRIVE Key areas to tease out:
FOR PERFECTION when delivering a cappuccino.
The way the tray is being held.
LOGISTICS: How it is being announced. (If possible use guest
This is best run in groups of up to 6. name and the name of the drink. “Your cappuccino
Mrs James”).
Ensure you have a room “off-stage” so that you are
not interrupted. It would be great if we knew whether they took
sugar or sweeteners and could bring / acknowledge
Allow about 10 minutes for this activity. “Your sweeteners Mrs James”.
Have a tray and a coffee cup and saucer for props Highlight the importance of eye contact.
End it with a pause “Enjoy your cappuccino”
SET-UP:
(Remind colleagues of the importance of that little
Let the group know that you are running an activity pause so that the phrase “Enjoy your cappuccino” is
about STRIVE FOR PERFECTION. delivered with perfection and ‘space’.)
Say that this activity is about STRIVE FOR This is also the opportunity to talk about story-telling.
PERFECTION in the way we act.
Perfection would be not just bringing a coffee but
Ask for a volunteer. knowing what type of coffee beans were used and
Ask them to imagine they are bringing a using this in our interaction with a guest.
cappuccino to a guest.
LEARNING:
You play the role of the guest.
Key points include the fact that Striving for
Say that this is your third morning at the hotel. Perfection in the way we act is about thinking
Your name is xxx. about what we do, doing it deliberately and with
confidence. It is also about making sure we pay
attention to the very small things e.g. how a cup
ACT:
is placed, whether we have brought the right
Take a seat at the table. sweeteners, whether we remember a guests’
Make sure there are enough props for your preferences etc.
colleague to deliver the cappuccino e.g. cup, saucer,
tray etc. BUILD:
The role-play ends when the waiter leaves the table. Ask colleagues if they can think of any other
examples for Striving for Perfection in how we act.
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