Employee Training Project Assignment

FUEGO 1
Fine Mexican Dining
Employee Training Project Assignment

FUEGO
Fine Mexican Dining
1. ABOUT THE COMPANY
Fuego is a new restaurant that will be opening soon, but in order to succeed, the
owners feel that the employees should undergo customer service training before being
able to serve their guests.
a. Description of Company:
Located in downtown Salt Lake City, Fuego is a fine dining restaurant,
which serves sophisticated Costal Mexican Cuisine in chic, white-on white
surroundings, inspired by the shores of Mexico. Fuegos bar has over 50 tequilas,
a menu of handcrafted Latin cocktails, a menu of Mexican beers and list of fine
Latin wines.
The restaurant has two levels with different ambiances. The first floor dining
room can seat 35 people, which is an elegant setting that complements a menu of
Coastal Latin cuisine. The second floor dining room can seat 60 guests; it is a
lively private backdrop for cocktailing and dining.
b. Mission Statement:
To ensure that we exceed guests expectations in a professional, friendly,
competent, courteous, and timely manner. To have every customer who comes
through our doors leave impressed by Fuego and excited to come back again. To
maintain a clean, comfortable and well maintained premises for our guests and
staff. To ensure that all guests and staff are treated with the respect and dignity
FUEGO 2
Fine Mexican Dining
they deserve. To thank each guest for the opportunity to serve them. To be a
giving member of the Salt Lake City community and to use our restaurant to
improve the quality of life in to the community we serve.
2. ABOUT CUSTOMER SATISFACTION
The regression model from the Journal of Services Marketing, suggested that
customer satisfaction was influenced most by responsiveness of the frontline employees,
followed by price and food quality (in that order). Physical design and appearance of the
restaurant did not have a significant effect.
Successful restaurants must treat customer service with the same care they treat
the preparation of their food. Customers show up at a restaurant expecting to be treated
well, and given the competition within the industry, they are unlikely to come back if the
experience fails to meet expectations.
3. ABOUT THE EMPLOYEES

The restaurant community uses the terms back of house and front of house to
distinguish between different areas in a restaurant. The back of house is the staff area,
where cooks, expediters, and dishwashers work, usually largely unseen by the public. The
back of the house is the area in which food is stored and prepared, and it typically
includes other staff areas such as break room and changing area. The front of the house
refers to all actions and areas that a customer will be exposed to during their stay at a
restaurant. In the front of the house, waiters, waitresses, and hosts interact with guests.
FUEGO 3
Fine Mexican Dining
The servers are the individuals that become the face of the restaurant because
they are the ones who directly interact with customers. A 2011 Gallup study found that
customers are more likely to spend more money and patronize a specific restaurant more
often when they feel engaged. A restaurants servers have the direct responsibility of
ensuring that customers are treated well and left with an overall positive impression of
their dining experience. Therefore, it is very important to give them (the servers) the best
training on how to guarantee customer satisfaction through the best customer service
possible.
4. BEFORE THE WORKSHOP:

a. Define the Goal:
Creating guest loyalty by satisfying customers through the best customer service
policy.
b. Define the Objectives:
i. Use psychology in making an emotional connection with guests.
ii. Show a professional attitude accompanied with charm and grace.
iii. Make guests feel pampered and special.
c. Decide who will attend:

The people who will attend the workshop will be the servers of the new
restaurant. This will be beneficial in introducing new coworkers to each other as
well as in establishing a culture of excellent customer service through the servers,
who are the face of the restaurant because they interact directly with the
customers.
d. Choose the right location:
FUEGO 4
Fine Mexican Dining
The workshop will take place at the restaurant locale because it will give the
servers a chance to get to see the locale before it opens, and it will save the
owners the cost of renting an alternative place. The restaurant is big enough to
carry out all planned activities and provide an environment that the participants
will be comfortable and engaged in.
e. Create and agenda:
Day 1 CREATING EMOTIONAL EXPERIENCES
Time
8:00 8:05 (5 min)
8:05 8:25 (20 min)
8:25 8:35 (10 min)
8:35 8:40 (5 min)
8:40 9:00 (20 min)
9:00 9:30 (30 min)
9:30 9:45 (15 min)
9:45 9:50 (5 min)
9:50 10:20 (30 min)
10:20 10:45 (25 min)
10:45 11:00 (15 min)
Activity
Welcome
Get to know your coworkers / Form groups
Goal, objectives, and purpose talk
Todays objective / Preview
Emotions matter
Reading emotions
BREAK
Return / Video
Change yourself, not the guest
Developing trust
Recap / Questions
Slides
1
2
3,4
5,6
7,8
9,10
11
12
13,14
15,16
17

Time
8:00 8:05 (5 min)
8:05 8:25 (20 min)
8:25 8:35 (10 min)
8:35 8:40 (5 min)
8:40 9:00 (20 min)
9:00 9:30 (30 min)
9:30 9:45 (15 min)
9:45 9:50 (5 min)
9:50 10:20 (30 min)
10:20 10:45 (25 min)
10:45 11:00 (15 min)
f. Publicize the workshop:

i. Invitation Card:.
ii. Flyer:.
iii. Reminder e-mail:
Dear Colleagues,
Activity
Welcome
Emotions matter
Reading emotions
BREAK
Return / Video
Developing trust
Recap / Questions
Slides
1
2
3,4
5,6
7,8
9,10
11
12
13,14
15,16
17
FUEGO 5
Fine Mexican Dining
This is a reminder that the Satisfy Customers Workshop will be taking place on
Friday, December 4th, 2015 from 8:00 a.m. 11:00 a.m. and on Saturday,
December 5th from 9:00 a.m. 12:00 p.m. at our new restaurant location: 2254 N
Electric Avenue.
The purpose of this workshop is to welcome our new staff members and work
together in order to achieve training that will enable us to offer the best
customer service possible to our future customers.
Be prepared to hear from keynote speakers and participate in team building
activities. Recommended dress is business casual. You are responsible for your
own transportation, and there will be refreshments provided for all participants.
If you have any questions, please contact our office by calling 801-888-9999 or
email [email protected]
Remember to come prepared and on time!
See you then!
-Fuego Administration
g. Prepare paper handouts:

i. Icebreaker:.
1.
How many jobs have you had? What were they?
2.
What is the best job youve had? Why?
3.
What is the worst job youve had? Why?
4.
What are you most excited about with your new job?
5.
What was your first job? How old were you?
6.
What is your best work experience?
7.
What is your worst work experience?
8.
What is your best experience as a customer?
9.
What is your worst experience as a customer?
10.
What is the funniest work memory you have?
11.
What is your dream job?
FUEGO 6
Fine Mexican Dining
12.
What is your motto when it comes to work?
13.
Who is your work ethic role model?
14.
What is the best quality an employee can have?
15.
What is the best quality an employer can have?
16.
What is the biggest lesson youve learned from a job?
17.
What job did you want to have when you were a child?
18.
What is a goal that you think our team should have in the new restaurant?
19.
To you, what creates a good work environment?
20.
What are you nervous about with this new job?

ii. Agenda:
2254 N Electric Avenue

Salt Lake City, UT 84111
801-888-9999
AGENDA
December 18, 2015
Time
Activity
8:00 8:05 (5 min)
Welcome
8:05 8:25 (20 min)
8:25 8:35 (10 min)
8:35 8:40 (5 min)
8:40 9:00 (20 min)
Emotions matter
9:00 9:30 (30 min)
Reading emotions
9:30 9:45 (15 min)
BREAK
9:45 9:50 (5 min)
Return / Video
9:50 10:20 (30 min)
10:20 10:45 (25 min)
Developing trust
10:45 11:00 (15 min)
Recap / Questions
Slides
1
2
3,4
5,6
7,8
9,10
11
12
13,14
15,16
17
FUEGO 7
Fine Mexican Dining
iii. Activity #1
Lets talk about a recent experience where you were the guest.
What was memorable about it?
Was it positive or negative?
What made it such?
How did you feel about it?
What emotions were involved?
How important were the emotions in this experience?
CONCLUSION: Are emotions important in the guest experience?

iv. Activity #2
1. Case Study Blue:
A 35 year-old woman walks into your restaurant with her arms
crossed. When she is seated, she leans back on her chair. When you
come to greet her, she has a scowl on her face and speaks in short,
stern sentences.
2. Case Study Yellow:
A 40 year old man walks into your restaurant moving quickly.
When he is seated, he taps his fingers on his table impatiently.
When you come to greet him, he dismisses your greeting and
begins ordering food, speaking very fast.
3. Case Study Purple:
A 25-year old woman walks into your restaurant quietly. When she
is seated, she rests her chin on her hands as she waits. When you
come to greet her, she looks down and avoids eye contact.
4. Case Study Red:
FUEGO 8
Fine Mexican Dining
A couple of 19 year-olds walk into your restaurant smiling. When

they are seated, they engage in lively conversation and laugh often.
When you come to greet them, they introduce themselves in a very
friendly manner.
v. Activity #3
1. Role Play Blue:
a. The guest is a 70-year old who visits the restaurant alone,
has trouble hearing, and has several dietary restrictions
because of health conditions.
2. Role Play Yellow:
a. The guest is a 23-year old foodie who is very energetic and
likes to talk a lot. The restaurant is busy, but the guest
wants to have long conversations with the server.
3. Role Play Purple:
a. The guest is a 40-year old on lunch break from work. Their
work is 20 minutes away, so they want good quality food
and service in a fast manner.
4. Role Play Red:
a. The guest is a 30-year old with two children who need to be
entertained. The guest is very budget-conscious and doesnt
want to spend any more than they can.
vi. Activity #9
1. Role Play 1:
a. It is your birthday. You have had a fantastic day full of
celebration, and you decide to order your favorite dish at a
restaurant. When you take the first bite, you realize that it
does not taste the way you like it. The meat is too pink and
FUEGO 9
Fine Mexican Dining
the salad dressing tastes sour. Normally, you would eat

your meal reluctantly, but its your birthday, so you want to
be able to enjoy your meal. Since youve had a great day,
youre very patient and polite when telling the server about
your concerns and asking for a different dish.
b. It has been the worst day ever. This morning you got fired
from your job and got in a fight with a friend. You are
feeling angry and short-tempered, so you decide to go to
dinner and order your favorite dish to make your day better.
When you take your first bite, you realize that it does not
taste the way you like it. The soup is cold and the spread on
the sandwich is too spicy. You would normally eat your
meal reluctantly, but it has been a rough day and you
deserve good food. You are in a terrible mood, and you
dont have the patience to be nice to your server when
complaining about the food.
vii. ..
h. Arrange audio-visual materials:
i. Decide on the group activities:
Debates. Break the workshop into two groups and have each group argue for
their position.
Think-pair-shares. Ask your participants a discussion question. Have them
think about it on their own, discuss their thoughts with a partner, and then
share their conclusions with the full group.
FUEGO 10
Fine Mexican Dining
Question-and-answer sessions. If you have a lot of information to present,

include your attendees in the discussion by allowing them to ask questions
about the material. You can answer these questions yourself or ask other
workshop participants to answer them.
Role-playing activities. Assign participants roles to play in order to practice
the new techniques they are learning.
Brainstorming sessions. Ask your workshop to shout out as many ideas as
they can think of. Write them all down on a chalkboard or whiteboard. Then
ask your workshop to evaluate what they have come up with.
j. Develop a follow-up plan:

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FUEGO 1

Fine Mexican Dining

Employee Training Project Assignment

3. ABOUT THE EMPLOYEES

4. BEFORE THE WORKSHOP:

c. Decide who will attend:

Day 1 CREATING EMOTIONAL EXPERIENCES

f. Publicize the workshop:

g. Prepare paper handouts:

How many jobs have you had? What were they?

What is the best job youve had? Why?

What is the worst job youve had? Why?

What was your first job? How old were you?

What is your best work experience?

What is your worst work experience?

What is your best experience as a customer?

What is your worst experience as a customer?

What is the funniest work memory you have?

What is your dream job?

What is your motto when it comes to work?

Who is your work ethic role model?

What is the best quality an employee can have?

What is the best quality an employer can have?

What is the biggest lesson youve learned from a job?

To you, what creates a good work environment?

What are you nervous about with this new job?

2254 N Electric Avenue

CONCLUSION: Are emotions important in the guest experience?

A couple of 19 year-olds walk into your restaurant smiling. When

the salad dressing tastes sour. Normally, you would eat

Question-and-answer sessions. If you have a lot of information to present,

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