PRESHIFT EXCERCISES USING GUEST'S NAME
• Have the team form a circle. Pick someone to start and have them turn to the right and ask the person for their last name. After they receive it, have them use it immediately in a sentence such as, “Welcome to XX Restaurant, Mr. Jones.” When the next person goes, they must use a different sentence. • Pick the 5 hardest names on the arrival list for the day. Go around the room and have everyone say them. Do not correct them if they are wrong. Just let them genuinely try. When doing this exercise write the name on a piece of paper as you go around the room so that they can see it and say it. • Break the team in groups of three. Have each team role play an introduction of a guest to another employee. Ensure they are speaking to the guest and that the original employee still closes the conversation. The employee meeting the guest will then just say something to the effect of “Welcome, Guest name.” The role play stops there. (It is very short.) • Make flashcards with difficult last names. Give them to a team member one at a time and have them practice saying the last name without a facial expression and without stuttering through it. • Give each team member 10 tokens. Anytime a team member hears another team member process an interaction without using the guest's name, they get to take a token from the employee. The person with the most tokens at the end of the day wins the prize of choice. • Make flash cards with foreign names. On the back of the card, put the phonetic pronunciation of the name. Go through the cards once per week. The team will eventually be more comfortable approaching foreign names as they start to become more aware of the sounds the letters make. • Have each team member come up with a different way to get a guest’s name. The manager should be the guest and give a different last name each time. Then the team member should use the name.
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