Page 18 - UP Essentials for Managers FG 092017_Neat

ACTIVITY - GUEST SERVICE 07

SCENARIOS

The purpose of this activity is to provide an opportunity to practice the application of
the guest service pledge and build repetition with Urban Plates service and hospitality
standards.

ACTIVITY INSTRUCTIONS

1. 2. 3.

READ DISCUSS GUIDE

Read each of the scenarios Discuss each response and Be sure to push for more if there
below and ask the MIT to reinforce appropriate behaviors is more the MIT could do to
describe how they would and actions suggested by the MIT. resolve the issue properly.
handle each situation.

FACILITATOR NOTE

 Be prepared to offer suggestions or alternatives if the MIT struggles for addi-
tional ideas.

SCENARIOS

 You learn that it is the first time a Guest is dining with us. How do
you react and what do you say?

 You’re working on side-work during the ‘lull’ between busy periods.
How do you keep your eyes on the Guest?

 A Guest is ordering a kid’s plate for their child, but the item they’re
ordering isn’t one of our standard kid menu items. How do you say
‘Yes’ to the Guest?

CONTINUED >>

18 FACILITATOR GUIDE