3 Restaurant Role Play Scenarios
Role-playing is an effective way to train restaurant employees and prepare them for real-world situations. By acting out different scenarios, employees can practice their customer service, problem-solving, and communication skills. Here are some restaurant role play scenarios that can help employees build their skills and improve their performance on the job:
Restaurant role play scenarios
Scenario: Dealing with a Difficult Customer
In this scenario, one employee will play the role of a customer who is being difficult and demanding, while the other employee will play the role of a server or manager trying to handle the situation. The goal is to handle the customer’s requests and complaints in a calm and professional manner, and find a solution that satisfies the customer.
Here’s an outline of the scenario:
Customer: “I’ve been waiting here for 10 minutes and nobody has come to take my order yet. This is ridiculous.”
Server: “I’m sorry for the delay. I’ll be happy to take your order now. Can I start you off with a drink?”
Customer: “Finally. I want a glass of water with no ice and a lemon on the side.”
Server: “Of course. And what can I get for you to eat today?”
Customer: “I want the steak medium rare, but I don’t want any seasoning or sauce on it. And I want the potatoes boiled, not fried.”
Server: “I’m sorry, but the steak is already pre-seasoned and comes with a sauce. However, I can ask the chef to prepare it with minimal seasoning and no sauce. And we only serve the potatoes fried, but I can offer a side of boiled vegetables instead. Would that be okay?”
Customer: “No, that’s not okay. I want it exactly the way I said it.”
Server: “I understand your request, but unfortunately, it’s not possible to make those changes to the dish. Can I offer you an alternative menu item?”
Customer: “Fine. I’ll have the fish, but I want it grilled with no sauce and no herbs. And I want extra vegetables instead of the rice.”
Server: “I’m sorry, but the fish is already seasoned and comes with a sauce. However, I can ask the chef to prepare it with minimal seasoning and no sauce. And we don’t offer extra vegetables as a substitution for the rice, but we can offer a side salad or a different vegetable side. Would that be okay?”
Customer: “This is ridiculous. Why can’t you just give me what I want? I’m paying for this meal.”
Server: “I understand your frustration, and I apologize for any inconvenience. However, our menu items are prepared a certain way for quality and consistency. If you have any dietary restrictions or allergies, we can try to accommodate those as best as we can. Is there anything else I can offer you to make your experience better?”
Customer: “Just bring me my food the way I asked for it, and make it quick.”
Server: “I’ll check with the chef and see what we can do. Thank you for your patience.”
This scenario allows employees to practice their conflict resolution and customer service skills, as well as their ability to handle demanding customers in a polite and professional manner. The key to success is to listen to the customer’s requests, offer alternatives and options, and always remain calm and polite, even in difficult situations.
More Restaurant role play scenarios on the next page…
