RESTAURANT AND FOOD SERVICE MANAGEMENT

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Restaurant and Food,Service Management,Individual Series Events. DECA Images,1908 Association Drive,Reston Virginia 20191 1594. DECA Images, Published 2012 by DECA Images Copyright 2012 by DECA Inc. No part of this publication may be reproduced for resale without written permission. from the publisher,Printed in the United States,Restaurant and Food Service Management. TABLE OF CONTENTS,Introduction 3,Role Plays,Role Play 1 5.
Role Play 2 11,Role Play 3 17,Role Play 4 23,INTRODUCTION. This publication is designed to assist DECA members and their local chapter advisors in preparing for the Individual Series. Events This document will be useful in preparing students for local state and international competition by familiarizing. them with the format structure and evaluation tools used in international competition This series of events is presented as. an example of the types of events in which a student might expect to participate at the International Career Development. Conference The competitive events found herein however are not representative of all performance indicators that the. student may be expected to demonstrate on the international level A complete list of performance indicators upon which. the events are written can be found at www deca org competitions 2. An individual series event consists of two major parts a written comprehensive exam and two preliminary role playing. events A third role play activity will be given to finalists. The comprehensive exam is a 100 question multiple choice test developed especially for each series based on the. knowledge skills and attributes associated with the particular occupation Exams from previous years are available for. sale through DECA Images at www deca org shop, In the role playing portion of the event participants must accomplish a task by translating what they have learned into. effective efficient and spontaneous action, The participant is given a situation to review It may indicate a product or service to sell a merchandising decision or a. problem in communication and interpersonal skills Participants are allowed 10 minutes to review the situation and to. develop a professional approach to solving the problem. Up to 10 minutes are then allowed for the participant to be examined by a competent judge and asked to explain how. s he would solve the situation or problem The judge is a qualified business executive playing the role of second party. in the situation Following the examination the judge evaluates the participants responses and records the results on an. evaluation form which has been developed specifically for each competitive event. PREPARATION, In order for DECA members to realize success in competition DECA advisors are encouraged to care. fully plan curriculum which will contribute to student success in the competency based competitive. events and to provide real world experiences specifically necessary in the occupational area for which. the student has a career interest, Competency based competitive events are intended to be a motivational tool used by the DECA advisor.
to encourage student learning The success of the member s participation in competency based competi. tive events directly relates to the experiences s he has gained in the classroom and or at the training. As the local district state or international competitive event approaches the advisors are encouraged to. further prepare the competitor in tasks such as the following. Prepare yourself mentally, The competitor should get sufficient sleep the night before competition so that s he will be mentally. alert and able to concentrate on the activities,Dress appropriately. Professional dress should be worn to all conference sessions Please note Competitors at the ICDC must. wear an official DECA blazer during interaction with the judges Official DECA blazers are sold through. DECA Images,Follow the program agenda, Competitors should carefully follow the program agenda provided at the conference S he should locate. the event room beforehand and arrive at the site early enough to be acclimated to the environment re. laxed etc Competitors must be on time for each event. Use preparation time wisely, Competitors should take advantage of the time provided for each activity of the event During the writ. ten tests the competitor should think through each item completely and carefully while gauging the time. appropriately If time allows recheck the answers While preparing for role play events competitors. should use all the time allotted constructively,CAREER CLUSTER.
Hospitality and Tourism,CAREER PATHWAY,Restaurant and Food and Beverage Services. INSTRUCTIONAL AREA,Customer Relations, RESTAURANT AND FOOD SERVICE MANAGEMENT SERIES EVENT. PARTICIPANT INSTRUCTIONS,PROCEDURES, 1 The event will be presented to you through your reading of these instructions including the. Performance Indicators and Event Situation You will have up to 10 minutes to review this. information to determine how you will handle the role play situation and demonstrate the. performance indicators of this event During the preparation period you may make notes to use. during the role play situation, 2 You will have up to 10 minutes to role play your situation with a judge you may have more than. 3 You will be evaluated on how well you meet the performance indicators of this event. 4 Turn in all your notes and event materials when you have completed the role play. PERFORMANCE INDICATORS, 1 Explain the nature of positive customer relations.
2 Demonstrate a customer service mindset, 3 Reinforce service orientation through communication. 4 Interpret business policies to customers clients. 5 Outline steps to remedy specific problems,EVENT SITUATION. You are to assume the role of manager of The Beacon a casual restaurant and bar The restaurant owner. judge has asked you to make a recommendation regarding how to deal with customers who stay an. unusually long time at their table or booth, The Beacon is a popular restaurant and bar serving appetizers sandwiches and nightly entr e specials. seven days a week Open from 11 00 a m to midnight the suburban restaurant is surrounded by many. office buildings and is one half mile from a large regional shopping center The majority of the floor space. is devoted to dining with a mix of booths and tables able to accommodate up to 200 customers A bar that. can accommodate an additional 30 patrons is also part of the operation Most beverages are consumed by. diners at their tables and booths as a part of their meal. Typically most customers are at a table or booth for 45 60 minutes However at times some customers. have occupied a table or booth for as long as 2 hours sending the server back for repeated re fills of free. beverages such as coffee tea lemonade and soft drinks When the restaurant is slow lengthy stays in the. dining area are not a problem During peak periods lengthy stays affect servers and the restaurant itself. The owner of The Beacon judge has been made aware of the problem of occasional slow table turnover. during peak operating periods and has requested a meeting with you so that you may present your analysis. and recommendations on the following issues, What impact do lingering customers have on wait staff Beacon customers restaurant operations. and restaurant revenue, What should our policy be on lingering customers and how do we communicate the policy to.
What should servers say or do when this situation happens. You will present your recommendations to the owner judge in a role play to take place in the owner s. judge s office The owner judge will begin the role play by greeting you and asking to hear your ideas. After you have made your presentation and have answered the owner s judge s questions the owner. judge will conclude the role play by thanking you for your work. JUDGE S INSTRUCTIONS,DIRECTIONS PROCEDURES AND JUDGE S ROLE. In preparation for this event you should review the following information with your event manager and. other judges,1 Procedures,2 Performance Indicators. 3 Event Situation,4 Judge Role play Characterization. Participants may conduct a slightly different type of meeting and or discussion with you each time. however it is important that the information you provide and the questions you ask be uniform for. every participant,5 Judge s Evaluation Instructions. 6 Judge s Evaluation Form, Please use a critical and consistent eye in rating each participant.
JUDGE ROLE PLAY CHARACTERIZATION, You are to assume the role of owner of The Beacon a casual restaurant and bar You have asked your. manager participant to make a recommendation regarding how to deal with customers who stay an. unusually long time at their table or booth, The Beacon is a popular restaurant and bar serving appetizers sandwiches and nightly entr e specials. seven days a week Open from 11 00 a m to midnight the suburban restaurant is surrounded by many. office buildings and is one half mile from a large regional shopping center The majority of the floor space. is devoted to dining with a mix of booths and tables able to accommodate up to 200 customers A bar that. can accommodate an additional 30 patrons is also part of the operation Most beverages are consumed by. diners at their tables and booths as a part of their meal. Typically most customers are at a table or booth for 45 60 minutes However at times some customers. have occupied a table or booth for as long as 2 hours sending the server back for repeated re fills of free. beverages such as coffee tea lemonade and soft drinks When the restaurant is slow lengthy stays in the. dining area are not a problem During peak periods lengthy stays affect servers and the restaurant itself. You have been made aware of the problem of occasional slow table turnover during peak operating. periods and have requested a meeting with your manager participant to present his her analysis and. recommendations on the following issues, What impact do lingering customers have on wait staff Beacon customers restaurant operations. and restaurant revenue, What should our policy be on lingering customers and how do we communicate the policy to. What should servers say or do when this situation happens. The manager participant will present to you in a role play to take place in your office You will begin the. role play by greeting the manager participant and asking to hear his her ideas. During the course of the role play you are to ask the following questions of each participant. 1 Should a casual restaurant like The Beacon make frequent changes to its printed menu or. not Explain,2 Could we lose customers due to our new policy.
Once the manager participant has presented and has answered your questions you will conclude the. role play by thanking the manager participant for the work. You are not to make any comments after the event is over except to thank the participant. JUDGE S EVALUATION INSTRUCTIONS,Evaluation Form Information. The participants are to be evaluated on their ability to perform the specific performance indicators stated. on the cover sheet of this event and restated on the Judge s Evaluation Form Although you may see. other performance indicators being demonstrated by the participants those listed in the Performance. Indicators section are the critical ones you are measuring for this particular event. Evaluation Form Interpretation, The evaluation levels listed below and the evaluation rating procedures should be discussed thoroughly. with your event chairperson and the other judges to ensure complete and common understanding for. judging consistency,Level of Evaluation Interpretation Level. Exceeds Expectations Participant demonstrated the performance indicator. in an extremely professional manner greatly exceeds. business standards would rank in the top 10 of,business personnel performing this performance. Meets Expectations Participant demonstrated the performance indicator. in an acceptable and effective manner meets at least. minimal business standards there would be no need, for additional formalized training at this time would.
rank in the 70 89th percentile of business personnel. performing this performance indicator, Below Expectations Participant demonstrated the performance indicator. with limited effectiveness performance generally fell. below minimal business standards additional training. would be required to improve knowledge attitude, and or skills would rank in the 50 69th percentile. of business personnel performing this performance, Little No Value Participant demonstrated the performance indicator. with little or no effectiveness a great deal of formal. training would be needed immediately perhaps this,person should seek other employment would rank in. the 0 49th percentile of business personnel performing. this performance indicator,JUDGE S EVALUATION FORM.
DID THE PARTICIPANT, 1 Explain the nature of positive customer relations. Little No Value Below Expectations Meets Expectations Exceeds Expectations. 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18, Attempts to explain the nature Adequately explained the nature Effectively explained the nature Very effectively explained the. of positive customer relations of positive customer relations of positive customer relations nature of positive customer. Customer Relations RESTAURANT AND FOOD SERVICE MANAGEMENT SERIES EVENT PARTICIPANT INSTRUCTIONS PROCEDURES 1 The event will be presented to you through your reading of these instructions including the Performance Indicators and Event Situation You will have up to 10 minutes to review this

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