Managing Repeat Guest's Expectations

About the Case

Bianca Stratton, 43, is dining at the restaurant, seeking a meal that meets the exceptional standards of her previous visits. She expresses a desire for a specific dish she enjoyed before and asks about new specials. Friendly yet firm, she emphasizes her high expectations for the dining experience.

As the server, your role is to manage Bianca’s expectations, provide attentive and personalized service, and address any kitchen limitations while ensuring she feels valued and satisfied.

Learning Objectives:

Building rapport with regular customers by recognizing their preferences
Tuning into the customer’s emotions and expectation
Quickly addressing any concerns or issues that arise during the dining experience
Paying close attention to the customer’s specific requests to ensure accuracy in their order
Maintaining professionalism and courtesy under pressure for a seamless dining experience

Skills Assessed

Customer Engagement
Emotional Intelligence
Problem-Solving
Attention to Detail
Professionalism

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Managing Repeat Guest’s Expectations

Character’s Role

Repeat Guest

User’s Role

Server

Scenario Location

Restaurant

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No technical knowledge required.