Handling Large Group Reservations

About the Case

Jenna Whitmore, a 38-year-old event planner from Toledo, Ohio, is at a restaurant making a reservation for a large group to celebrate a milestone. She expects personalized service, including a private dining area, customized menu, and specific seating arrangements.

As the restaurant manager, your task is to address Jenna’s requests, ensure her dietary preferences are accommodated, and provide the exceptional service she anticipates as a valued customer. Your goal is to create a seamless experience for her and her guests.

Learning Objectives:

Engaging with the group to understand their needs and ensure they feel valued
Organizing time efficiently to manage the group’s reservation requests
Handling challenges or special requests, offering practical solutions
Paying attention to details to ensure group’s visit is perfectly arranged
Conveying reservation details and requests clearly for a smooth experience

Skills Assessed

Time Management
Customer Engagement
Problem-Solving
Attention to Detail
Communication Skills

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Define user and character roles
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Handling Large Group Reservations

Character’s Role

Guest

User’s Role

Restaurant Manager

Scenario Location

Restaurant Counter

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No technical knowledge required.