The demand for a skilled and adaptable workforce keeps growing. Effective training methods are key to developing these teams, and one of the most powerful yet underused tools is restaurant role-play training.
Role-playing exercises allow staff to learn, practice, and perfect their skills in a safe and supportive environment. It’s a hands-on approach that places people directly in real-world situations they’re likely to face on the floor, at the bar, or while managing a team. From handling customer complaints and complex dietary requirements to dealing with peak service hours and internal conflicts, role-playing equips staff with the confidence and competence to handle these situations.
They work for inexperienced waitstaff, bartenders, and new managers. They offer a realistic experience without real-world consequences, letting them develop their problem-solving and communication skills. And for seasoned veterans who feel they have nothing left to learn, role-playing can reveal new challenges and help them to up their game.
When using role-play exercises, there are several challenges to consider:
Self-consciousness: Role-playing often takes individuals out of their comfort zones, which can cause anxiety and self-consciousness, especially among young or inexperienced staff.
Realism: The learning will be most effective if the scenario is directly connected to real-life situations.
Taking it seriously: Sometimes, participants might not take the role-play seriously, especially if they feel uncomfortable or find the situation humorous. The trainer needs to give a high level of commitment when running the role-plays – people usually only give 80% of what you want from them, so you’ll need to give 120% to get the 100% result needed!
Handling feedback: Some people might take constructive criticism personally or become defensive, and there may be cultural differences between staff from different backgrounds.
For the best results with restaurant role-play training, write out your scenarios in advance and think through what you want them to achieve.
10 restaurant role-plays to use with inexperienced restaurant staff
Taking Orders: The waiter/waitress must accurately take an order from a table of guests, managing dietary requirements, substitutions, and additional requests.
Dealing with Complaints: A customer complains about their food or drink quality. The server must handle the situation professionally, show empathy, offer solutions, and maintain customer satisfaction.
Example Scenario 1: Complaint About Food Quality
Customer: “Excuse me, this steak is overcooked. I asked for it to be medium-rare.” Waitstaff: “I’m sorry your steak isn’t cooked as you requested. Let me return it to the kitchen and prepare a new one for you. In the meantime, would you like some complimentary bread or drink while you wait?”
Example Scenario 2: Complaint About Slow Service
Customer: “We’ve been waiting for our food for over 40 minutes. This is just too slow!” Waitstaff: “I’m sorry for the delay and know it’s been frustrating. I’ll check with the kitchen to see what’s happened. Meanwhile, I will bring you some complimentary appetisers while you wait. Thank you for your patience.”
The staff member acknowledges the complaint, apologises sincerely, takes action to correct the issue, and offers something extra to make up for the inconvenience.
Handling Difficult Customers: A customer is rude or excessively demanding. Staff members must practice maintaining their composure and providing excellent service regardless.
Food Allergies and Dietary Requirements: A customer inquires about specific allergens in the menu items or explains a strict dietary requirement. The server must demonstrate knowledge of the menu and the ingredients used.
Upselling: Encourage the server to upsell or recommend high-profit items, promotions, or daily specials to customers.
Managing Busy Periods: The server must handle stress and maintain quality service during peak dining hours with a full floor of customers.
Spillage or Accidents: Role-play how staff should react when there’s a spill or accident, prioritising guest safety and swift clean-up.
Table Reservation Mistake: A mix-up has occurred with a table reservation. The staff must resolve the issue while ensuring customer satisfaction.
Customer’s First Visit: A customer is visiting for the first time and is unfamiliar with the menu or restaurant’s concept. The server needs to explain it succinctly and recommend suitable dishes or drinks.
Handling Tips and Payments: A customer wants to split the bill among a large group or leaves a tip. The server must divide the bill accurately and handle the tip appropriately.
10 role-plays to use with inexperienced bar staff
Checking Identification: A group of young customers order alcoholic beverages. The bar staff must ensure they check ID politely but firmly.
Making Recommendations: A customer asks for a cocktail recommendation based on their preferences. The bartender needs to ask the right questions and suggest a suitable drink.
Handling Spillages: There’s a spillage at the bar. The bartender should react swiftly and effectively, prioritising safety and maintaining service.
Difficult Customers: A customer is rude or overly demanding. The bar staff must practice handling the situation calmly and professionally while maintaining high customer service.
Complex Drink Order: A customer orders a complex cocktail or a less common drink. The bartender must demonstrate their knowledge and ability to prepare the drink.
Dealing with Intoxication: A customer is intoxicated and trying to order more drinks. The staff member must handle the situation delicately but firmly, adhering to the law and the bar’s policy.
Handling Complaints: A customer complains about a drink – maybe it’s not what they ordered, they don’t like the taste, or it’s not strong enough. The staff should handle the complaint effectively and professionally.
Upselling: A customer orders a house drink. The bartender should practice upselling to premium spirits or suggesting adding a side dish or appetiser.
Order Accuracy: A group of customers place a large and varied order. The bartender must ensure they accurately remember and prepare all the drinks.
Managing Busy Periods: It’s a busy night with many customers at the bar. The bartender must manage stress, maintain quality service, and ensure every customer feels attended to.
10 role-plays to use with experienced staff who think they know everything!
These are for staff who’ve become complacent and believe they’ve seen it all. They need to be challenged and encouraged to keep improving their skills – restaurant role-play training is a great way to shake things up!
Menu Changes: The restaurant introduces a completely new menu. The waiter/waitress must familiarise themselves with these changes and be able to sell them to customers.
Difficult Dietary Requirements: A customer has a very specific and complex dietary requirement. The waiter/waitress must recommend suitable dishes and reassure customers about food safety practices.
Crisis Management: There’s a sudden problem in the kitchen (a power cut, fire alarm, or equipment failure, for example). The staff must handle the situation calmly and professionally, reassuring customers.
Service Recovery: A major mistake has been made (like serving the wrong dish to a VIP customer). The staff must rectify the error smoothly, ensuring the customer’s satisfaction is restored.
New Technology: The restaurant has introduced a new POS system or a new app for orders. The staff must get up to speed quickly, demonstrating adaptability and technological competence.
Wine Pairing: Customers ask for detailed wine pairing suggestions for their chosen menu. The waiter/waitress must possess comprehensive knowledge of the menu and wine list.
Handling a VIP Guest: A high-profile guest is dining at the restaurant. The staff should handle the guest appropriately, ensuring utmost satisfaction while maintaining discretion.
Coaching New Staff: Experienced staff are asked to mentor new hires. They need to demonstrate effective communication, teaching skills, and patience.
Teamwork Challenges: The staff must work with a difficult co-worker during a busy shift, practising their conflict resolution and teamwork skills.
Sustainability Questions: A customer inquires about the restaurant’s sustainability practices, such as ingredient sourcing, waste management, or energy usage. The staff must answer these questions convincingly and knowledgeably.
These scenarios require advanced problem-solving, communication, and technical skills, continually pushing experienced staff to learn and improve.
10 role-plays to help new managers develop confidence in leadership
These scenarios will help a new manager develop leadership skills, such as communication, empathy, problem-solving, and resilience.
Conflict Resolution: Two team members have a disagreement affecting their work. The manager must mediate and help them find a resolution.
Feedback Session: A staff member isn’t performing to standard. The manager must conduct a feedback session, offering constructive criticism and support to improve performance.
Crisis Management: There’s a crisis, like a kitchen failure or a power outage. The manager must handle the situation efficiently, keeping staff calm and organised while ensuring customer satisfaction.
Example Scenario 1: Power Cut in the Restaurant
Manager: “Everyone, we seem to have a power cut. We’re looking into it right now. Meanwhile, let’s ensure the safety of our customers. Sarah, could you please get the emergency lights? John, please reassure the guests and let them know we’re dealing with the situation. Also, let them know that their food may be delayed, and we will do our best to look after them during this unexpected issue.”
Example Scenario 2: Kitchen Equipment Failure
Manager: “Alright, team, we’ve had a bit of a hiccup. Our main oven has stopped working. Here’s what we’re going to do. Lisa, let’s use the smaller ovens for now. They are slower, but they will get the job done. John, you and I must let customers know about a potential delay in getting their food out. Offer them a complimentary starter as an apology for the wait. Susan, please call our maintenance crew right away to get the oven fixed. Let’s stay calm and handle this professionally.”
In both scenarios, the manager takes charge of the situation, communicates the problem clearly, delegates tasks effectively, and ensures customer satisfaction as much as possible. This displays leadership and calmness under pressure, vital for successful crisis management.
Team Motivation: The team is feeling low after a difficult week. The manager must motivate them, fostering a positive work environment and encouraging morale.
Dealing with Understaffing: Due to unforeseen circumstances, the restaurant is short-staffed on a busy night. The manager must effectively delegate tasks and ensure smooth operations.
Staff Training: The manager must train new staff on the restaurant’s standards, procedures, and values.
Customer Complaint: A customer wants to speak to the manager to complain about the service. The manager must handle the situation delicately, ensuring the customer leaves satisfied.
Rostering: There are conflicts in the staff schedule, with multiple people requesting the same time off. The manager must handle the situation fairly and ensure all shifts are covered.
Change Management: The restaurant is implementing a new point-of-sale system. The manager must lead the team through this change, providing training and support where necessary.
Goal Setting and Performance Review: The manager needs to set quarterly performance goals with a staff member and review their progress regularly.
Restaurant role-play training is a powerful and often overlooked tool for staff development. From new hires to seasoned veterans, these exercises help individuals face real-world scenarios head-on, develop their skills, and build confidence.
Implementing role-plays has challenges, such as ensuring realism, handling participant self-consciousness, and giving enough time to the exercise. When used regularly, however, staff will become more self-confident and skilled in their work, and the results will flow through to better service and teamwork – there’s always room to learn and grow.
Want the Action Sheet ? Click Here
The demand for a skilled and adaptable workforce keeps growing. Effective training methods are key to developing these teams, and one of the most powerful yet underused tools is restaurant role-play training.
Role-playing exercises allow staff to learn, practice, and perfect their skills in a safe and supportive environment. It’s a hands-on approach that places people directly in real-world situations they’re likely to face on the floor, at the bar, or while managing a team. From handling customer complaints and complex dietary requirements to dealing with peak service hours and internal conflicts, role-playing equips staff with the confidence and competence to handle these situations.
They work for inexperienced waitstaff, bartenders, and new managers. They offer a realistic experience without real-world consequences, letting them develop their problem-solving and communication skills. And for seasoned veterans who feel they have nothing left to learn, role-playing can reveal new challenges and help them to up their game.
When using role-play exercises, there are several challenges to consider:
Self-consciousness: Role-playing often takes individuals out of their comfort zones, which can cause anxiety and self-consciousness, especially among young or inexperienced staff.
Realism: The learning will be most effective if the scenario is directly connected to real-life situations.
Taking it seriously: Sometimes, participants might not take the role-play seriously, especially if they feel uncomfortable or find the situation humorous. The trainer needs to give a high level of commitment when running the role-plays – people usually only give 80% of what you want from them, so you’ll need to give 120% to get the 100% result needed!
Handling feedback: Some people might take constructive criticism personally or become defensive, and there may be cultural differences between staff from different backgrounds.
See also: Essential Service Know-How for Restaurant and Cafe Staff
For the best results with restaurant role-play training, write out your scenarios in advance and think through what you want them to achieve.
10 restaurant role-plays to use with inexperienced restaurant staff
Taking Orders: The waiter/waitress must accurately take an order from a table of guests, managing dietary requirements, substitutions, and additional requests.
Dealing with Complaints: A customer complains about their food or drink quality. The server must handle the situation professionally, show empathy, offer solutions, and maintain customer satisfaction.
Handling Difficult Customers: A customer is rude or excessively demanding. Staff members must practice maintaining their composure and providing excellent service regardless.
Food Allergies and Dietary Requirements: A customer inquires about specific allergens in the menu items or explains a strict dietary requirement. The server must demonstrate knowledge of the menu and the ingredients used.
Upselling: Encourage the server to upsell or recommend high-profit items, promotions, or daily specials to customers.
Managing Busy Periods: The server must handle stress and maintain quality service during peak dining hours with a full floor of customers.
Spillage or Accidents: Role-play how staff should react when there’s a spill or accident, prioritising guest safety and swift clean-up.
Table Reservation Mistake: A mix-up has occurred with a table reservation. The staff must resolve the issue while ensuring customer satisfaction.
Customer’s First Visit: A customer is visiting for the first time and is unfamiliar with the menu or restaurant’s concept. The server needs to explain it succinctly and recommend suitable dishes or drinks.
Handling Tips and Payments: A customer wants to split the bill among a large group or leaves a tip. The server must divide the bill accurately and handle the tip appropriately.
10 role-plays to use with inexperienced bar staff
Checking Identification: A group of young customers order alcoholic beverages. The bar staff must ensure they check ID politely but firmly.
Making Recommendations: A customer asks for a cocktail recommendation based on their preferences. The bartender needs to ask the right questions and suggest a suitable drink.
Handling Spillages: There’s a spillage at the bar. The bartender should react swiftly and effectively, prioritising safety and maintaining service.
Difficult Customers: A customer is rude or overly demanding. The bar staff must practice handling the situation calmly and professionally while maintaining high customer service.
Complex Drink Order: A customer orders a complex cocktail or a less common drink. The bartender must demonstrate their knowledge and ability to prepare the drink.
Dealing with Intoxication: A customer is intoxicated and trying to order more drinks. The staff member must handle the situation delicately but firmly, adhering to the law and the bar’s policy.
Handling Complaints: A customer complains about a drink – maybe it’s not what they ordered, they don’t like the taste, or it’s not strong enough. The staff should handle the complaint effectively and professionally.
Upselling: A customer orders a house drink. The bartender should practice upselling to premium spirits or suggesting adding a side dish or appetiser.
Order Accuracy: A group of customers place a large and varied order. The bartender must ensure they accurately remember and prepare all the drinks.
Managing Busy Periods: It’s a busy night with many customers at the bar. The bartender must manage stress, maintain quality service, and ensure every customer feels attended to.
10 role-plays to use with experienced staff who think they know everything!
These are for staff who’ve become complacent and believe they’ve seen it all. They need to be challenged and encouraged to keep improving their skills – restaurant role-play training is a great way to shake things up!
Menu Changes: The restaurant introduces a completely new menu. The waiter/waitress must familiarise themselves with these changes and be able to sell them to customers.
Difficult Dietary Requirements: A customer has a very specific and complex dietary requirement. The waiter/waitress must recommend suitable dishes and reassure customers about food safety practices.
Crisis Management: There’s a sudden problem in the kitchen (a power cut, fire alarm, or equipment failure, for example). The staff must handle the situation calmly and professionally, reassuring customers.
Service Recovery: A major mistake has been made (like serving the wrong dish to a VIP customer). The staff must rectify the error smoothly, ensuring the customer’s satisfaction is restored.
New Technology: The restaurant has introduced a new POS system or a new app for orders. The staff must get up to speed quickly, demonstrating adaptability and technological competence.
Wine Pairing: Customers ask for detailed wine pairing suggestions for their chosen menu. The waiter/waitress must possess comprehensive knowledge of the menu and wine list.
Handling a VIP Guest: A high-profile guest is dining at the restaurant. The staff should handle the guest appropriately, ensuring utmost satisfaction while maintaining discretion.
Coaching New Staff: Experienced staff are asked to mentor new hires. They need to demonstrate effective communication, teaching skills, and patience.
Teamwork Challenges: The staff must work with a difficult co-worker during a busy shift, practising their conflict resolution and teamwork skills.
Sustainability Questions: A customer inquires about the restaurant’s sustainability practices, such as ingredient sourcing, waste management, or energy usage. The staff must answer these questions convincingly and knowledgeably.
These scenarios require advanced problem-solving, communication, and technical skills, continually pushing experienced staff to learn and improve.
10 role-plays to help new managers develop confidence in leadership
These scenarios will help a new manager develop leadership skills, such as communication, empathy, problem-solving, and resilience.
Conflict Resolution: Two team members have a disagreement affecting their work. The manager must mediate and help them find a resolution.
Feedback Session: A staff member isn’t performing to standard. The manager must conduct a feedback session, offering constructive criticism and support to improve performance.
Crisis Management: There’s a crisis, like a kitchen failure or a power outage. The manager must handle the situation efficiently, keeping staff calm and organised while ensuring customer satisfaction.
Team Motivation: The team is feeling low after a difficult week. The manager must motivate them, fostering a positive work environment and encouraging morale.
Dealing with Understaffing: Due to unforeseen circumstances, the restaurant is short-staffed on a busy night. The manager must effectively delegate tasks and ensure smooth operations.
Staff Training: The manager must train new staff on the restaurant’s standards, procedures, and values.
Customer Complaint: A customer wants to speak to the manager to complain about the service. The manager must handle the situation delicately, ensuring the customer leaves satisfied.
Rostering: There are conflicts in the staff schedule, with multiple people requesting the same time off. The manager must handle the situation fairly and ensure all shifts are covered.
Change Management: The restaurant is implementing a new point-of-sale system. The manager must lead the team through this change, providing training and support where necessary.
Goal Setting and Performance Review: The manager needs to set quarterly performance goals with a staff member and review their progress regularly.
Restaurant role-play training is a powerful and often overlooked tool for staff development. From new hires to seasoned veterans, these exercises help individuals face real-world scenarios head-on, develop their skills, and build confidence.
Implementing role-plays has challenges, such as ensuring realism, handling participant self-consciousness, and giving enough time to the exercise. When used regularly, however, staff will become more self-confident and skilled in their work, and the results will flow through to better service and teamwork – there’s always room to learn and grow.
Check the other useful blog posts on the Foodie Coaches website…
Want to get some 1 on 1 help? Talk to one of our coaches