3 Restaurant Role Play Scenarios
Scenario: Dealing with a Drunk or Disorderly Customer
In this scenario, one employee will play the role of a drunk or disorderly customer, while the other employee will play the role of a server who needs to intervene and manage the situation. The goal is to ensure the safety and well-being of the customer and other patrons, while also handling the situation in a professional and respectful manner.
Here’s an outline of the scenario:
Server: “Excuse me, sir/ma’am, I need to have a word with you.”
Customer: “What’s the problem, buddy? Can’t a guy/gal have a good time?”
Server: “Of course, you can, but I’m concerned about your well-being. You seem to have had a bit too much to drink, and your behavior is starting to disturb other patrons. I’m here to make sure everyone has a pleasant and safe experience.”
Customer: “I’m fine, I can handle my liquor. Who are you to tell me what to do?”
Server: “I understand that, sir/ma’am, but I need to ask you to calm down and refrain from causing a disturbance. If you continue to behave in a disruptive manner, I’ll have to ask you to leave the premises.”
Customer: “You can’t kick me out! I’m a paying customer, and I have rights!”
Server: “I’m not trying to kick you out, sir/ma’am. I’m simply asking you to respect the rules of the establishment and the comfort of other patrons. I can offer you a glass of water and some time to rest and sober up. Alternatively, I can call you a cab to ensure you get home safely.”
Customer: “I don’t need a cab, I can drive myself. I’m not that drunk.”
Server: “I’m sorry, sir/ma’am, but I can’t allow you to drive in your current state. It’s not safe for you or other drivers on the road. I’m happy to call a cab for you, and we can hold your car keys until you’re able to retrieve them when you’re sober. This is for your safety and the safety of others.”
Customer: “Alright, alright, I get it. I’ll take the cab. But I want my keys back as soon as I’m sober.”
Server: “Of course, sir/ma’am. We take the safety and well-being of our customers seriously. I’ll call the cab for you and we can hold your keys at the front desk until you’re ready to retrieve them. Thank you for understanding.”
This scenario allows employees to practice their conflict resolution and de-escalation skills, as well as their ability to enforce the rules of the establishment in a respectful and professional manner. The key to success is to remain calm, empathetic, and firm in addressing the situation, and to prioritize the safety and well-being of all customers.
More Restaurant role play scenarios are coming soon…