Chapter 4
Exercise 1: Basic Order-Taking Practice
Objective: Familiarize staff with the POS layout, navigating menu categories, and taking simple orders efficiently.
Instructions:
Each FOH staff member practices entering orders for a few basic menu items without modifications, such as a 2 Taco Combo or a single beverage.
Practice confirming the order with the guest on-screen before finalizing.
Debrief: Discuss the importance of order confirmation for accuracy and how a smooth, fast order-taking process sets a positive tone for the guest experience.
Exercise 2: Customizing Orders
Objective: Build skills in handling modifications and custom requests to ensure accuracy and guest satisfaction.
Instructions:
FOH staff enter mock orders with specific modifications, such as “no onions,” “extra cheese,” or “substitute guac for salsa.”
Include a variety of customization scenarios to build comfort with special instructions.
Debrief: Emphasize the importance of repeating customized orders to the guest to ensure satisfaction and accuracy, especially during busy times.
Exercise 3: Up-selling Within the POS
Objective: Practice using the POS to suggest and enter up-sell items (e.g., drinks, sides) in a natural, guest-centered way.
Instructions:
Each FOH staff member practices suggesting up-sell items based on a mock guest’s initial order, entering them quickly and correctly.
For example, if a guest orders tacos, the FOH staff could suggest adding chips and guac or a drink, entering these items upon guest confirmation.
Debrief: Discuss how suggesting add-ons can enhance the guest’s experience while increasing check averages, reinforcing Yumbii’s value-added approach.
Exercise 4: Processing Multiple Payment Types
Objective: Build familiarity with handling various cashless payment types, including credit cards, debit cards, and mobile payments.
Instructions:
Set up mock transactions, with each FOH team member practicing different payment methods, including entering tips and confirming totals.
Introduce scenarios where they need to split payments between two credit cards or apply a mobile payment.
Debrief: Reinforce the importance of confirming totals and tips with guests before finalizing each transaction, ensuring trust and transparency in cashless payments.
Exercise 5: Troubleshooting POS Errors
Objective: Prepare FOH staff for common POS issues, such as entering incorrect items or correcting payment errors.
Instructions:
Simulate common mistakes, such as entering the wrong item or selecting the wrong payment method. FOH staff practice correcting these errors promptly and calmly.
Introduce scenarios like voiding an item, handling declined payments, or issuing a partial refund.
Debrief: Emphasize that staying calm during errors is essential, and show staff where to find the appropriate POS functions for troubleshooting.
Exercise 6: Handling Large or Complex Orders
Objective: Develop skills in managing complex orders with multiple items, customizations, and special requests.
Instructions:
Set up a mock scenario where guests order multiple items, including customizations and requests for multiple add-ons.
FOH staff practice entering each item accurately, confirming details with the guest, and ensuring all modifications are applied.
Debrief: Discuss how large or complex orders require extra focus and how the POS can streamline this process when used confidently.
Exercise 7: Speed Drill for Busy Times
Objective: Improve order-taking speed and efficiency under simulated peak-hour conditions.
Instructions:
FOH staff practice taking orders in timed scenarios, focusing on maintaining both speed and accuracy.
Set up several mock guests in a “line,” each with a basic order, and FOH staff enter each order within a set time frame, confirming details.
Debrief: Emphasize that efficiency is key during busy times, but accuracy should never be sacrificed for speed. Reinforce that confidence and familiarity with the POS help maintain both.
POS Scenarios & Sample Dialogues
Scenario: Suggesting Add-Ons and Confirming Up-sells
Dialogue: “Would you like to add our house-made guac with that? Perfect! I’ll add it to your order right here.”
Scenario: Entering Custom Modifications
Dialogue: “Just to confirm, no onions on your tacos and extra cheese. I’ve entered that in for you—anything else?”
Scenario: Handling Payment Issues
Dialogue: “It looks like this card didn’t go through—would you like to try another payment method? No worries; we’ll take care of it quickly.”
Scenario: Managing a Large Order with Customizations
Dialogue: “Thank you for your order! Let’s go over everything to make sure we have it just right: two taco combos, one with no onions, one with extra salsa, and two margaritas. Does that look good?”
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(ROLE PLAY SCENARIO COMING SOON)