Food Server Training in Lawrence MA 01840

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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
Lawrence MA 01840 be used to train any level of company personnel including staff, managers, and even company executives.
    images 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. Lawrence MA 01840 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
Lawrence MA 01840 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 Lawrence MA 01840 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 Lawrence MA 01840 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.
download Finally, the company facilitator, armed with the necessary scripts and scenarios, can then develop training aids and other training tools to address Lawrence MA 01840 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 Lawrence MA 01840 (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 Lawrence MA 01840 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
download-1 10. Kitchen team member loudly demanding a server to pick up an order

11. Dishwasher being disrespected as servers Lawrence MA 01840 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 Lawrence MA 01840 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 Lawrence MA 01840 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.

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Surrounding Areas In Massachusetts

  • Food Server Training in Stoneham MA 02180
  • Food Server Training in Carlisle MA 01741
  • Food Server Training in Salem MA 01947
  • Food Server Training in Boxborough MA 01719
  • Food Server Training in Milford MA 01757
  • Food Server Training in Brimfield MA 01010
  • Food Server Training in Attleboro MA 02703
  • Food Server Training in Hingham MA 02043
  • Food Server Training in North Oxford MA 01537
  • Food Server Training in Adams MA 01220
  • Lawrence Information

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    Food Server Training in Templeton MA 01468

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    Wisconsin beverage server training is designed for all employees, managers, and businesses within the alcohol industry to help reduce risks, including injury and death, from the sale and use of alcohol within the state. The state of Wisconsin Department of Revenue requires this training course for all people who work in this industry, including retail cashiers, bartenders, restaurant servers, and even bouncers and doormen at bars and night clubs. This training course
    Templeton MA 01468 serves to educate people on the standards of alcohol use and sale, and is aimed at deterring the sale or use of alcohol by those who are overly intoxicated or not eligible to purchase or consume alcohol, including minors.
    download Anyone who is going to hold an alcoholic beverage license in the state of Wisconsin is required to complete this training course. However, there are a few exceptions. Anyone who is renewing a license, Templeton MA 01468 has held a license within the past two years, completed the course within the past two years, or worked for a company that held a license within the past two years. Anyone else that does not meet this requirement is mandated to take the training course to get a license to serve or sell alcoholic beverages in the state of Wisconsin.
        images The Wisconsin beverage server training course covers laws, intoxication indicators and signs,
    Templeton MA 01468 safe service of alcohol, and other related information. The courses can be taken at local technical and community colleges, as well as through online training programs that are approved by the Department of Revenue in the state of Wisconsin. You can visit the training section on their website to find out if a program is certified by the state, or just look for the state’s approval on the training course description page, Templeton MA 01468 which is generally listed with the information, and will include a link back to the Department of Revenue page.
    download-1 For servers and retail cashiers of alcohol within the state of Wisconsin, this training course must be completed before a job can be started. However, business owners are often offered provisional license if they are enrolled in the Wisconsin beverage server training course when they apply for their alcoholic beverage license. Alcohol licenses in Templeton MA 01468 Wisconsin are only good in the municipality or city where they are offered, which is also taught in the training course. Therefore, any business owner who wants to move their business from one city to another or to expand their business will be required to re-apply for a license in each area. However, the training course does not need to be re-taken in this instance. Re-certification is required every two years, as Templeton MA 01468 a part of continuing education for the alcoholic beverage industry within the state, though.

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    Surrounding Areas In Massachusetts

  • Food Server Training in Richmond MA 01254
  • Food Server Training in Holyoke MA 01040
  • Food Server Training in Wrentham MA 02093
  • Food Server Training in Chilmark MA 02535
  • Food Server Training in Charlton MA 01507
  • Food Server Training in Marshfield MA 02050
  • Food Server Training in Wilmington MA 01887
  • Food Server Training in Newton Lower Falls MA 02462
  • Food Server Training in Salisbury MA 01952
  • Food Server Training in Needham MA 02192
  • Templeton Information

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    Food Server Training in Woods Hole MA 02543

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    Managers possess a great responsibility and they wear many hats. Managers are not born leaders they are developed.

    Managers are educated in two ways:

    1. Management College Degree or technical school diploma.
    2. The employees that moved up in the ranks then became managers.

    Technical School:
        images You can earn a diploma in restaurant management, it will normally take up to 6 to 10 months
    Woods Hole MA 02543 depending on the school.

    College Degree

    You can also earn a degree in Restaurant Management Associate of Applied Science Degree (AAS) it will usually require upwards of 14 to 18 months depending on the college or school. Going to college to learn about restaurant management is more about book knowledge than on the job training. Some colleges or technical schools have programs Woods Hole MA 02543 that you can actually work in a restaurant to practice your trade.

    There are two types of restaurant managers:

    1. Managers who delegate
    2. Managers that are hands-on

    To be a successful manager, you need to learn how to be hands on and learn how to delegate, a mix of both worlds.

    Most corporate restaurants have some form of management training programs.

    There are two
    Woods Hole MA 02543 options that restaurants may provide for management training:

    1. Train at a training restaurant
    2. Train at a corporate location

    Position Training:
    download-1 Managers need to know how to server, prep, cook, greet and wash dishes. If an employee calls out managers can try to fill in the position by calling another employee.

    If the manager is unable to get someone to fill in for Woods Hole MA 02543 that particular position, then the manager needs to work in that position. It is not an option to close the restaurant down for that particular day; too much revenue will be lost.

    The manager will designate a lead person such as a head waiter or another employee that is capable of watching the front of the home so that the manager Woods Hole MA 02543 can cook in the kitchen.

    It would be really great idea to cross train every cook in every position in the kitchen.

    The manager will only stay in the kitchen long enough until the check times are caught up. The lead person should communicate to the manager in the kitchen when issues arise.

    The manager will advise the lead person on how to Woods Hole MA 02543 handle the issue or the manger will leave the kitchen temporarily to handle the issue themselves.

    What are some of the things that managers need to know in order to operate a restaurant?

    Managers Walk-through and Figure Eights:

    Managers will conduct a walk-through in the entire restaurant at the beginning the shift preparing the shift for success. This process is commonly known as Woods Hole MA 02543 the manager’s walk-through and figure eights. The managers walking path starts in the parking lot: as the manager walks through the parking and the restaurant they are correcting issues as they go or they are writing down the issues to delegate to employees to rectify. The manager should be on this path at the beginning, throughout and the end of Woods Hole MA 02543 the shift. In other words the manager should touch every area in the restaurant to insure all is good.

    Example:

    When the manager is in the back of the house they should be observing ticket times, if they are falling behind standard check times, then the manager should help the kitchen catch up on the tickets and then jump out when they Woods Hole MA 02543 are caught up.

    The manager should check the refrigerator and freezer temperatures to make sure they are not in the temperature danger zone. If it is slow in the dining room, then the manager should also quickly check to see if the walk-ins are organized, stocked, use of date dots, expired product and rotation. If there are issues to be addressed, Woods Hole MA 02543 then the manager will assign them to cooks to correct after the rush times.
    download Preparation Area:

    While the manager is conducting the manager’s walk-through and figure eights and they in are the prep area they should be:

    • Reviewing with the prep person the prep sheet to ensure the product amount is correct along with the weights and recipe specs. The prep person Woods Hole MA 02543 should be responsible for the organization, use of date dots, rotation and pull thaw for all storage areas: walk-in refrigerator, walk-in freezer and dry storage. As part of the checkout process the manager needs to verify that all tasks have been completed correctly.

    Touching Customer Tables:

    Managers need to be out of the office and on the floor giving direction to Woods Hole MA 02543 the employees and interacting with guest by visiting the customer’s tables. A rule of thumb in managing a restaurant is to be out of the office, 90% of the time, and in the office 10% of the time.

    If you are in the office it should be during off-peak times and only when you are working on managerial paperwork such as:

      Woods Hole MA 02543

    • Updating sales figure
    • Sales projections
    • Creating employee work schedules
    • Food and beverage orders
    • Inventory
    • End of the shift paperwork and cash counts
    • Etc.

    When conducting food orders or inventory you should be scheduled to do that task, another manager should be on the floor running the shift. You cannot afford to create negative customer service all because there is no Woods Hole MA 02543 manager presence in the dining room..

    It is a known fact that customer complaints are at the highest during non-peak times. During the non-peak times, everyone normally winds down and gets into the relaxed mode.

    You would believe that employee performance would be at the highest during non-peak times, this is not so. This is the time where employees are cut and Woods Hole MA 02543 sent home due to low sales.

    You may create customer service related issues during non-peak times that is if your employees are not crossed trained in more than one position.

    If your restaurant gets too many customer complaints forget about repeat business. Build your business one customer at a time.
        images Be professional, bright and personable. Refer to your guest by their first names. Woods Hole MA 02543 Teach your staff members to learn your frequent guest first names.

    It is easy: approach the table and introduce yourself by your first name, then ask them for their first names.

    Example: Hello, my name is “Dawn” and I will be your server for the day and your names are?

    This is a great technique to get the first names of your guest. Woods Hole MA 02543 You are adding a personal touch and at the same time you are making your guest feel special as if they are very important persons (VIP).

    Think of it this way, as long as you are providing WOW customer service and serving hot quality food, then the servers should receive above average tips and not to mention the restaurant may receive Woods Hole MA 02543 repeat business from that customer.

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    Surrounding Areas In Massachusetts

  • Food Server Training in Newton Center MA 02459
  • Food Server Training in Centerville MA 02632
  • Food Server Training in Walpole MA 02081
  • Food Server Training in Brighton MA 02135
  • Food Server Training in Arlington MA 02174
  • Food Server Training in West Boylston MA 01583
  • Food Server Training in Stoneham MA 02180
  • Food Server Training in Sudbury MA 01776
  • Food Server Training in Dighton MA 02715
  • Food Server Training in Westford MA 01886
  • Woods Hole Information

    Video: Food Server License Training Schools in Woods Hole MA

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    Food Server Training in Siasconset MA 02564

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    Here is the new approach to training servers.

    The author operated table service restaurants as pancake houses, coffee shops, family theme, steak houses, International gourmet, Polynesian, Tex-Mex, Delicatessen, Seafood and others too numerous to designate. What they all had in common was that they had waitresses or waiters, now referred to as servers. These servers were expected to perform the duties
    Siasconset MA 02564 of handling guests, gathering orders, communicating these orders to the kitchen, assembling the orders for delivery to the tables, delivering these orders, correcting snafus, handling complaints, collecting the payment of the checks and all of the other activities associated with making a restaurant visit a pleasant experience.
        images To the uninitiated this seems to be an insurmountable task requiring a wide range Siasconset MA 02564 of food handling talents, a good psyche, a calm inner strength and a genuine liking of people. Where do you find such a talented person and how can he or she be turned loose in your specialized dining room, entrusted with the life blood of your business – your customer? Yes, it is possible to recruit, train, motivate and supervise
    Siasconset MA 02564 such fine people to respond adequately to the needs of your food establishment. The newest approach is to train servers from the view point of a trainer taking on a new server recruit on a one- on- one trip to a successful conclusion, ie; making great money for the server and the establishment!

    Here is solid advice for every food server Siasconset MA 02564 everywhere… Deliver the orders as soon as possible. Check the quality of the foods carefully before serving them. Never serve any food you believe to be spoiled, soured, or tainted, that you think might be dangerous to the customer’s health. When you discover spoiled, sour, or tainted food, don’t throw it away – call the manager and have him double Siasconset MA 02564 check you. If he agrees with your detection, he will agree to the disposal of the questionable food items. Always serve the correct portion. Observe to learn the portions for each item listed on the menu portions sheet posted in the service area. You can’t keep customers happy and your restaurant functioning properly if foods are over or under- portioned. Siasconset MA 02564 Management, in setting a price for a food item, takes into account that a certain weight or size of that item will be served for the price to be charged. Exceeding that portion short changes the business and makes it difficult to make the cash return to pay wages and stay profitable. On the other hand, if a guest sees Siasconset MA 02564 a smaller than usual portion they will resent it and may not return again.

    Understand your employees that you are training.

    How can you inspire people to work harder and produce more? After years of research, Success Motivation Institute found that these seven basic actions are still among the strongest motivators. There is nothing here that you don’t already know. But in Siasconset MA 02564 your daily work, how many of these actions do you forget to practice?
    download 1. Flatter your people with your personal interest: There is nothing wrong with flattery when it is sincere. Genuine flattery, as opposed to mere “buttering up,” will give your people a lift, and will give you a boost in their eyes. Cash in on your personal interest dividends Siasconset MA 02564 today. Learn the first names of the husbands and wives of your people. Find out about their children, their family problems, outside interests. Get to know them as human beings, not just workers.

    2. Be consistent in your treatment of your people: This may sound easy, but it’s not. It takes practice and constant self-examination to remain impartial.

    3. Build up the Siasconset MA 02564 confidence and pride of your people by consulting with them regularly: Seek out the ideas and advice of your people. Show your respect for their opinions and judgment. Show that they can learn from you but that you also want to learn from them. Make your people feel they are participating, not just taking orders.

    4. Be generous with credit: When Siasconset MA 02564 one of your people performs well, don’t keep it a secret. Let others know about it.

    5. Treat ideas with interest, consideration, and respect: When one of your people comes up with a suggestion-even a poor one-make him/her feel glad he brought it to you.
    download-1 6. Own up to your errors honestly: Don’t strut around like a superior being. If you make Siasconset MA 02564 a mistake, admit it and take full blame. If one of your people is right and you are wrong, tell him so. And let others involved know that the mistake was yours, not his. Show the people who work for you that you are just as human as they are.

    7. Make facts flow freely: Knowhow is a man’s link to Siasconset MA 02564 opportunity and advancement. Sharing your facts, your knowledge, and your experience will convince your people that you are on their side. And it’s only human to reciprocate.

    In short, to double the output of your people, treat each individual as a person first and as an employee second. The greatest need of the food service industry today is teamwork by agreement. Siasconset MA 02564 Our industry is a vast complex of many different businesses and widely varied views. Yet our differences fade into insignificance when we consider our many over-all mutual interests.

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    Surrounding Areas In Massachusetts

  • Food Server Training in Roslindale MA 02131
  • Food Server Training in Hardwick MA 01037
  • Food Server Training in Shrewsbury MA 01545
  • Food Server Training in Cheshire MA 01225
  • Food Server Training in Revere MA 02151
  • Food Server Training in Newton Upper Falls MA 02464
  • Food Server Training in Lexington MA 02173
  • Food Server Training in West Bridgewater MA 02379
  • Food Server Training in Ashburnham MA 01430
  • Food Server Training in Lynn MA 01901
  • Siasconset Information

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    Food Server Training in West Boylston MA 01583

    Home > Massachusetts

    Managers possess a great responsibility and they wear many hats. Managers are not born leaders they are developed.

    Managers are educated in two ways:

    1. Management College Degree or technical school diploma.
    2. The employees that moved up in the ranks then became managers.

    Technical School:
        images You can earn a diploma in restaurant management, it will normally take up to 6 to 10 months
    West Boylston MA 01583 depending on the school.

    College Degree

    You can also earn a degree in Restaurant Management Associate of Applied Science Degree (AAS) it will usually require upwards of 14 to 18 months depending on the college or school. Going to college to learn about restaurant management is more about book knowledge than on the job training. Some colleges or technical schools have programs West Boylston MA 01583 that you can actually work in a restaurant to practice your trade.

    There are two types of restaurant managers:

    1. Managers who delegate
    2. Managers that are hands-on

    To be a successful manager, you need to learn how to be hands on and learn how to delegate, a mix of both worlds.

    Most corporate restaurants have some form of management training programs.

    There are two
    West Boylston MA 01583 options that restaurants may provide for management training:

    1. Train at a training restaurant
    2. Train at a corporate location

    Position Training:
    download-1 Managers need to know how to server, prep, cook, greet and wash dishes. If an employee calls out managers can try to fill in the position by calling another employee.

    If the manager is unable to get someone to fill in for West Boylston MA 01583 that particular position, then the manager needs to work in that position. It is not an option to close the restaurant down for that particular day; too much revenue will be lost.

    The manager will designate a lead person such as a head waiter or another employee that is capable of watching the front of the home so that the manager West Boylston MA 01583 can cook in the kitchen.

    It would be really great idea to cross train every cook in every position in the kitchen.

    The manager will only stay in the kitchen long enough until the check times are caught up. The lead person should communicate to the manager in the kitchen when issues arise.

    The manager will advise the lead person on how to West Boylston MA 01583 handle the issue or the manger will leave the kitchen temporarily to handle the issue themselves.

    What are some of the things that managers need to know in order to operate a restaurant?

    Managers Walk-through and Figure Eights:

    Managers will conduct a walk-through in the entire restaurant at the beginning the shift preparing the shift for success. This process is commonly known as West Boylston MA 01583 the manager’s walk-through and figure eights. The managers walking path starts in the parking lot: as the manager walks through the parking and the restaurant they are correcting issues as they go or they are writing down the issues to delegate to employees to rectify. The manager should be on this path at the beginning, throughout and the end of West Boylston MA 01583 the shift. In other words the manager should touch every area in the restaurant to insure all is good.

    Example:

    When the manager is in the back of the house they should be observing ticket times, if they are falling behind standard check times, then the manager should help the kitchen catch up on the tickets and then jump out when they West Boylston MA 01583 are caught up.

    The manager should check the refrigerator and freezer temperatures to make sure they are not in the temperature danger zone. If it is slow in the dining room, then the manager should also quickly check to see if the walk-ins are organized, stocked, use of date dots, expired product and rotation. If there are issues to be addressed, West Boylston MA 01583 then the manager will assign them to cooks to correct after the rush times.
    download Preparation Area:

    While the manager is conducting the manager’s walk-through and figure eights and they in are the prep area they should be:

    • Reviewing with the prep person the prep sheet to ensure the product amount is correct along with the weights and recipe specs. The prep person West Boylston MA 01583 should be responsible for the organization, use of date dots, rotation and pull thaw for all storage areas: walk-in refrigerator, walk-in freezer and dry storage. As part of the checkout process the manager needs to verify that all tasks have been completed correctly.

    Touching Customer Tables:

    Managers need to be out of the office and on the floor giving direction to West Boylston MA 01583 the employees and interacting with guest by visiting the customer’s tables. A rule of thumb in managing a restaurant is to be out of the office, 90% of the time, and in the office 10% of the time.

    If you are in the office it should be during off-peak times and only when you are working on managerial paperwork such as:

      West Boylston MA 01583

    • Updating sales figure
    • Sales projections
    • Creating employee work schedules
    • Food and beverage orders
    • Inventory
    • End of the shift paperwork and cash counts
    • Etc.

    When conducting food orders or inventory you should be scheduled to do that task, another manager should be on the floor running the shift. You cannot afford to create negative customer service all because there is no West Boylston MA 01583 manager presence in the dining room..

    It is a known fact that customer complaints are at the highest during non-peak times. During the non-peak times, everyone normally winds down and gets into the relaxed mode.

    You would believe that employee performance would be at the highest during non-peak times, this is not so. This is the time where employees are cut and West Boylston MA 01583 sent home due to low sales.

    You may create customer service related issues during non-peak times that is if your employees are not crossed trained in more than one position.

    If your restaurant gets too many customer complaints forget about repeat business. Build your business one customer at a time.
        images Be professional, bright and personable. Refer to your guest by their first names. West Boylston MA 01583 Teach your staff members to learn your frequent guest first names.

    It is easy: approach the table and introduce yourself by your first name, then ask them for their first names.

    Example: Hello, my name is “Dawn” and I will be your server for the day and your names are?

    This is a great technique to get the first names of your guest. West Boylston MA 01583 You are adding a personal touch and at the same time you are making your guest feel special as if they are very important persons (VIP).

    Think of it this way, as long as you are providing WOW customer service and serving hot quality food, then the servers should receive above average tips and not to mention the restaurant may receive West Boylston MA 01583 repeat business from that customer.

    food management certificatefood safety handling certificate online

    Surrounding Areas In Massachusetts

  • Food Server Training in Cherry Valley MA 01611
  • Food Server Training in Newton Upper Falls MA 02464
  • Food Server Training in Sagamore Beach MA 02562
  • Food Server Training in Heath MA 01346
  • Food Server Training in North Reading MA 01864
  • Food Server Training in Lakeville MA 02347
  • Food Server Training in Oxford MA 01540
  • Food Server Training in Somerville MA 02143
  • Food Server Training in Northborough MA 01532
  • Food Server Training in Blandford MA 01008
  • West Boylston Information

    Video: Food Server License Training Schools in West Boylston MA

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    Food Server Training in Turners Falls MA 01349

    Home > Massachusetts

    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
    Turners Falls MA 01349 be used to train any level of company personnel including staff, managers, and even company executives.
        images 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. Turners Falls MA 01349 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
    Turners Falls MA 01349 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 Turners Falls MA 01349 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 Turners Falls MA 01349 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.
    download Finally, the company facilitator, armed with the necessary scripts and scenarios, can then develop training aids and other training tools to address Turners Falls MA 01349 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 Turners Falls MA 01349 (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 Turners Falls MA 01349 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
    download-1 10. Kitchen team member loudly demanding a server to pick up an order

    11. Dishwasher being disrespected as servers Turners Falls MA 01349 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 Turners Falls MA 01349 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 Turners Falls MA 01349 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.

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    Food Server Training in Orleans MA 02653

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    Did you know that your restaurant can make more than $100,000 (based on serving 300 customers a day) over the next year by training your waiters and waitresses how to become top sales people? It takes only a few extra seconds for your wait staff to enthusiastically offer suggestions to build add-on sales and increase checks averages. Developing a solid sales training program that
    Orleans MA 02653 focuses on suggestive selling and making sales training one of your top priorities is essential to driving your profit.
        images Training your wait staff to become top sales performers and making your dining room a profit center is essential to the growth of your restaurant, especially in a sluggish economy. Here are some key selling ideas and specific training strategies:

    The Menu: A Server’s Sales Brochure

    A sales Orleans MA 02653 person can not sell properly unless they have obtained the necessary product knowledge. You will benefit by having your team know the menu inside out-yes, that means having them sample every item and learning details such as descriptions, sizes/portions and ingredients. When servers are unfamiliar with food and beverage items, they will lack the confidence they need to sell. Would you buy a computer
    Orleans MA 02653 from a dealer who has no experience operating the model you are interested in? Probably not.

    According to Ray Barshay, the owner of River Grille Restaurant and Crabby Joe’s Deck and Grill in Florida, “To keep sales a priority, we place two to three dinner specials on our tables at pre-shift meetings and have servers taste them so they have a solid idea of the Orleans MA 02653 flavor. Then, we ask them to fully describe the features and benefits of each item. Being equipped with this knowledge builds our servers confidence to effectively sell to our customers.”
    download At Five-Star Training, we recommend to our clients to provide every server with at least two hours of suggestive selling training upon hiring covering all the basics. Then, as ongoing refreshers, each server should attend Orleans MA 02653 pre-shift meetings that touch on core sales strategies. This is a good time to implement sales contests to drive sales motivation. It is a positive habit to fully retrain your servers every six months with at least another two hours. If servers are not recharged, they will run dry. Knowledge is power and power breeds confidence. The more your servers know, the more your Orleans MA 02653 profit will grow.

    Up-selling and Making Add-On Sales

    So how can you earn an extra $100,000 each year? It’s simple: Train your wait staff to sell an average of $1 more per customer by specifically teaching them to:

    • Upgrade alcoholic beverages (sell a call instead of a well, a premium instead of a call, or suggest frozen specialty and premium drinks)

    • Offer to add meat, Orleans MA 02653 poultry, or seafood to a salad

    • Suggest sides such as mushrooms on steaks and French fries with sandwiches

    The following menu items offered to an entire table will also average to $1.00 more per customer:

    • Offer one dessert for the table to share or a dessert to go

    • Suggest one carafe or bottle of wine/champagne per table

    • Recommend one appetizer per table Orleans MA 02653 for everyone to share

    Four Key Selling Strategies

    Here are some additional ideas to teach your wait staff how to effectively sell:
    download-1 Encourage them to…

    Sell with enthusiasm and a smile-show excitement about what you are suggesting. The more enthusiasm generated about a menu item (your favorite), the more likely the customer will order it. For example, say: “Our frozen chocolate Mudslide is outrageous and made with real Orleans MA 02653 Godiva chocolate”

    Sell the Benefits-tell the customer how they can benefit from a particular food/beverage item. Here are some examples:

    • Combination appetizers/entrees, so the customer can sample a variety of items

    • Large platters to satisfy hearty appetites

    • Frozen thirst-quenching drinks on hot days such as Pina Coladas and Strawberry Daiquiris

    • Name-brand liquor for a smooth and flavorful taste

    • Wine to complement Orleans MA 02653 the entree

    Sell routinely and during all courses of the dining process-the

    more frequently you offer suggestions, the greater the opportunity you will have to increase sales. Keep customers’ minds on food. When they are enjoying one course, preview the next course. For example, say: “Save room for our Krazy Kahlua Koffee.” Be sure to have at least two of your favorites ready to suggest Orleans MA 02653 for every course.

    Recognize key selling clues-listen carefully to what the customers say. You may hear some clues that will signal greater sales opportunities. Here are some common phrases:

    • Customers who are celebrating…”It is our anniversary/birthday.” (bottle of wine/champagne)

    • Customers with hearty appetites…”I’m starved.” (large Captain’s Platter)

    • Customers inviting your suggestions…”What do you suggest?” (your favorites)

    Always take the time to properly train your Orleans MA 02653 waiters and waitresses and provide them with the key training tools to make them successful sales people. By developing a solid sales training program within your organization, you are sure to expand bottom-line profits with minimal effort by your wait staff.

    Please Note: Always train your wait staff to be aware of the signs of intoxication and to avoid overselling alcohol. Teach your staff to Orleans MA 02653 refuse selling any alcohol to minors.

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  • Food Server Training in Berlin MA 01503
  • Food Server Training in West Newbury MA 01985
  • Food Server Training in Waltham MA 02154
  • Food Server Training in Leicester MA 01524
  • Food Server Training in Holbrook MA 02343
  • Food Server Training in Lynnfield MA 01940
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    Food Server Training in Franklin MA 02038

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    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
    Franklin MA 02038 be used to train any level of company personnel including staff, managers, and even company executives.
        images 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. Franklin MA 02038 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
    Franklin MA 02038 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 Franklin MA 02038 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 Franklin MA 02038 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.
    download Finally, the company facilitator, armed with the necessary scripts and scenarios, can then develop training aids and other training tools to address Franklin MA 02038 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 Franklin MA 02038 (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 Franklin MA 02038 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
    download-1 10. Kitchen team member loudly demanding a server to pick up an order

    11. Dishwasher being disrespected as servers Franklin MA 02038 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 Franklin MA 02038 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 Franklin MA 02038 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.

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    Surrounding Areas In Massachusetts

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  • Food Server Training in Colrain MA 01340
  • Food Server Training in Middlefield MA 01243
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    Food Server Training in Webster MA 01570

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    Wine service is an extremely integral part of a restaurant’s reputation and bottom line that must be included in every waiter training program. If wine service is performed in an impeccable manner, it will add great value to the customer’s dining experience along with increased revenue for the restaurant and waiter. There are many components to delivering excellent wine service not only for a four star restaurant, but also for the casual dining restaurant. In
    Webster MA 01570 this article, we will discuss how to take the wine order professionally which is the first basic step.
        images First of all, the waiter must know the wine list inside and out meaning the names of the wines, the regions where they are produced, the vintages, and how to describe the wines using superlatives to entice the customers. There are so many different facets to making wines today that it is really an enjoyable experience in simply Webster MA 01570 picking out and discussing the perfect wine to match a meal.

    The waiter must know how to pair the wines with all of the food menu items. The more confidence a customer has in the waiter when asking questions about the wines, the more likely a purchase will be made. If the waiter cannot answer even the simplest of questions about the wine list, then the customer will hesitate to make a purchase. This lack of
    Webster MA 01570 knowledge on the waiter’s part will translate into the customer thinking about how poor the wine service will be delivered in the future. Upselling wines has everything to do with “customer perception”.
    download To begin, the waiter must approach and greet the table with enthusiasm and charm while making eye contact. When taking the order, the waiter must be certain as to the exact wine which is being ordered. If there is any discrepancy, the customer should Webster MA 01570 be asked to physically point out the wine on the list. After understanding the exact order, the waiter must repeat it back to the customer and get the nod of approval. Once the order is taken, it must be subsequently ordered from the bartender correctly.

    Often times, a wine list will contain many of the same types of wines, but from different regions, vintages, and prices, so the waiter must double check to see if the Webster MA 01570 correct wine was delivered by the bartender. This kind of clarification always prevents future problems form occurring. It looks terrible, when it is discovered “at the table”, that the wrong wine was delivered from the bar. As a result, service time and energy will be lost, not to mention how unprofessional it looks.
    download-1 Taking a wine order may not seem like a difficult process, but if done incorrectly, it will be subtracting from excellent restaurant customer Webster MA 01570 service in an immense way that includes the restaurant’s reputation and bottom line. Remember, wine service is in reality a performance. If wine service is done professionally, then an excellent tone will be set for the rest of the meal. The customers are more likely to order more food (more expensive food at that), and leave a bigger tip because they had a great time.

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    Surrounding Areas In Massachusetts

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  • Food Server Training in Green Harbor MA 02041
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    Food Server Training in Swansea MA 02777

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    An extremely important concept that should be taught in every waiter training program is presence at the table and availability for all of the customers needs. Woody Allen once said that “95% of success is just showing up.” And, I shall apply this type of logic to improve restaurant customer service.

    When a waiter is not readily accessible for the tables
    Swansea MA 02777 at his/her waitstation, then the overall perception will be a lack of restaurant customer care. This, in turn, will have a “domino effect” of pulling down sales, hurting dining room service reputation and unfortunately losing repeat business. Poor restaurant management, low staff morale, lax cell phone policies, allowing waitstaff to take cigarette breaks all contribute to a reduction in restaurant Swansea MA 02777 customer service.
        images Presence is such a simple concept to teach in waiter training programs or to reinforce at pre-shift meetings. A food and beverage server must be present for the customers at all times for proper table maintenance. Presence must occur whether it is very busy and especially when it is very slow. Often times, waiters may not be present during
    Swansea MA 02777 the slow periods because they think there is less monetary incentive–but the opposite holds true.

    During the slow period of a shift, a smart waiter will give extra attention to their tables in order to build up the check. Additional food and beverage options can be offered because of the extra time spent at the table resulting in a higher check Swansea MA 02777 average.

    A waiter can also use this extra time to “wow” the customers offering much greater personal attention than if the restaurant was at full capacity. If top notch techniques and personality are utilized, it will immediately improve the restaurant customer service. It won’t even seem like work for the waiter because of the reciprocal back and forth synergy.
    download The final result Swansea MA 02777 will be repeat business for the restaurant, free word-of-mouth advertising as family and friends are told, not to mention increased revenue because of bigger tips.

    And many times, a waiter will not always have to hawk over a table, but just simply be seen by customers to let them know there is presence for anything needed. Anticipation and good judgment must Swansea MA 02777 be used in all of these examples to improve restaurant customer service.

    The concept of presence also holds true for management as they must be available for customers just like the staff. I have discreetly reviewed many restaurants where managers were either on the telephone unnecessarily or elsewhere unavailable. All kinds of problems sprouted in the restaurant dining room leaving the Swansea MA 02777 waitstaff to completely fend for themselves resulting in small issues ballooning into large issues.

    An example would be waiters desperately needing to get into the computer system to perform certain functions only allowed by a manager such as adjusting a check for a returned order. The manager was the only person in the restaurant who possessed the keys to the computer Swansea MA 02777 to make the adjustment. Since the manager was not readily available at the time, there was a much longer wait for the check. Therefore, the customer’s mood had ballooned from being somewhat impatient to complaining heavily to the owner.
    download-1 These types of mishaps and lack of communication quickly translate into lost revenue that just flies out the door. It is all Swansea MA 02777 unnecessary and can easily be prevented which will immediately improve restaurant customer service.

    So, please impress the concept of “presence” in all pre-shift meetings, every waiter training program and every restaurant management training program for your operation’s reputation and bottom line.

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    Surrounding Areas In Massachusetts

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  • Food Server Training in Jefferson MA 01522
  • Food Server Training in Douglas MA 01516
  • Food Server Training in Newburyport MA 01950
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