Role-playing is a perfect way to give servers an opportunity to practice dialogue before they approach guests with it. Follow these guidelines to make the role-playing exercise worth the effort.
- Establish real-life examples using props and co-workers playing the part of guests. Create a set of scenarios that explore different guest experiences.
- Remind all parties involved that this is a learning environment and that staying in character is important. It’s okay to have fun, but not at the expense of the learning.
- Don’t allow the participants to over-embellish a situation. This is role-playing, not acting class. For example, someone playing the role of an upset guest should act the way most upset guests act, not like the exceptional guest who starts yelling and storms out of the dining room.