An Association of Marketing Students®

OCCUPATIONAL CATEGORY
Quick Serve Restaurant Management

INSTRUCTIONAL AREA 
Business, Management and Entrepreneurship

PARTICIPANT INSTRUCTIONS

PROCEDURES

1.	The event will be presented to you through your reading of these instructions, including the Performance Indicators and Event Situation. You will have up to 10 minutes to review this information to determine how you will handle the role-play situation and demonstrate the performance indicators of this event. During the preparation period, you may make notes to use during the role-play situation.

2.	You will give an ID label to your adult assistant during the preparation time.

3.	You will have up to 10 minutes to role-play your situation with a judge (you may have more than one judge).

4.	You will be evaluated on how well you meet the performance indicators of this event.

5.	Turn in all your notes and event materials when you have completed the role-play.

PERFORMANCE INDICATORS 

1.	Orient new employees.

2.	Explain the nature of overhead/operating costs.

3.	Explain employee’s role in expense control.

4.	Maintain positive attitude.

5.	Explain the nature of positive customer/client relations.

EVENT SITUATION

You are to assume the role of experienced crew leader at Niccolo’s, a small, but fast growing, Italian quick-serve restaurant. The restaurant owner (judge) has approached you to ask for input about the training of new employees. 

The concept of a new-employee training program at Niccolo’s was suggested in the past, but recently the need for a training program has become even more evident. The restaurant owner (judge) plans to open four new restaurants in your community within the next five years. The owner's (judge’s) concerns include rising overhead and operating costs, restaurant-level expense control, fostering positive customer relations, reducing employee turnover, and shrinkage control.

The restaurant owner (judge) selected you to contribute your thoughts and ideas for the new employee training program because you are experienced. Also, you have provided suggestions in the past that improved the restaurant’s overall success.

You are to explain your ideas for the new-employee training program to the restaurant owner (judge) in a role-play to take place in the business office of Niccolo’s. The restaurant owner (judge) will begin the role-play by greeting you and asking if you are ready to discuss your ideas. After you have presented your program and have answered the restaurant owner’s (judge’s) questions, the owner (judge) will conclude the role-play by thanking you for your work on this project.

JUDGE’S INSTRUCTIONS

DIRECTIONS, PROCEDURES AND JUDGE’S ROLE

In preparation for this event, you should review the following information with your event manager and other judges:

1.	Procedures

2.	Performance Indicators 

3.	Event Situation

4.	Judge Role-Play Characterization
Participants may conduct a slightly different type of meeting and/or discussion with you each time; however, it is important that the information you provide and the questions you ask be uniform for every participant.

5.	Judge’s Evaluation Instructions

6.	Judge’s Evaluation Form
Please use a critical and consistent eye in rating each participant.

JUDGE ROLE-PLAY CHARACTERIZATION

You are to assume the role of owner of Niccolo’s, a small, but fast growing, Italian quick-serve restaurant. You have approached an experienced employee (participant) to ask for input about the training of new employees. 

The concept of a new-employee training program for Niccolo’s has been suggested in the past, but recently the need for a training program has become even more evident. You plan to open four new restaurants in your community within the next five years. Your concerns include rising overhead and operating costs, restaurant-level expense control, fostering positive customer relations, reducing employee turnover, and shrinkage control.

You selected this employee (participant) to contribute his/her thoughts and ideas for the new-employee training program because this person is experienced and has provided suggestions in the past that improved the restaurant’s overall success.

The employee (participant) will explain some ideas for the new employee-training program to you in a role-play that will take place in the business office of z Niccolo’s. You will begin the role-play by greeting the employee (participant) and asking if he/she is ready to discuss the ideas for the employee-training program.

During the course of the role-play you are to ask the following questions of each participant:

1.	Why do we need to train new employees?

2.	What are some of the overhead and operating costs we will need to address at the restaurant level?

3.	Why should employees be concerned with expense control in the restaurant?

Once the employee (participant) has presented his/her ideas and has answered your questions, you may conclude the role-play by thanking the employee (participant) for his/her work.

You are not to make any comments once the role-play is over except to thank the participant.

JUDGE’S EVALUATION INSTRUCTIONS

Evaluation Form Information

The participants are to be evaluated on their ability to perform the specific performance indicators stated on the cover sheet of this event and restated on the Judge’s Evaluation Form. Although you may see other performance indicators being demonstrated by the participants, those listed in the Performance Indicators section are the critical ones you are measuring for this particular event.

Evaluation Form Interpretation

The evaluation levels listed below and the evaluation rating procedures should be discussed thoroughly with your event chairperson and the other judges to ensure complete and common understanding for judging consistency.

Level of Evaluation	Interpretation Level	
		
Excellent	Participant demonstrated the performance indicator in an extremely professional manner; greatly exceeds business standards; would rank in the top 10% of business personnel performing this performance indicator.	
		
Good	Participant demonstrated the performance indicator in an acceptable and effective manner; meets at least minimal business standards; there would be no need for additional formalized training at this time; would rank in the 70-89th percentile of business personnel performing this performance indicator.	
		
Fair	Participant demonstrated the performance indicator with limited effectiveness; performance generally fell below minimal business standards; additional training would be required to improve knowledge, attitude and/or skills; would rank in the 50-69th percentile of business personnel performing this performance indicator.	
		
Poor	Participant demonstrated the performance indicator with little or no effectiveness; a great deal of formal training would be needed immediately; perhaps this person should seek other employment; would rank in the 0-49th percentile of business personnel performing this performance indicator.	

JUDGE’S EVALUATION FORM
QSRM-01
State Event 2 

DID THE PARTICIPANT:

1.	Orient new employees?	
POOR	FAIR	GOOD	EXCELLENT	
0, 2	4, 6, 8	10, 12, 14	16, 18	
Attempts at orienting new employees were inadequate.	Adequately oriented new employees.	Effectively oriented new employees.	Very effectively oriented new employees.	
	
2.	Explain the nature of overhead/operating costs?	
POOR	FAIR	GOOD	EXCELLENT	
0, 2	4, 6, 8	10, 12, 14	16, 18	
Attempts at explaining the nature of overhead/operating costs were ineffective.	Adequately explained the nature of overhead/operating costs.	Effectively explained the nature of overhead/operating costs.	Very effectively explained 
the nature of overhead/
operating costs.	
	
3.	Explain the employee’s role in expense control?	
POOR	FAIR	GOOD	EXCELLENT	
0, 2	4, 6, 8	10, 12, 14	16, 18	
Attempts at explaining the employee’s role in expense control were inadequate.	Adequately explained the employee’s role in expense control.	Effectively explained the employee’s role in expense control.	Very effectively explained the employee’s role in expense control.	
	
4.	Maintain a positive attitude?	
POOR	FAIR	GOOD	EXCELLENT	
0, 2	4, 6, 8	10, 12, 14	16, 18	
Attempts at maintaining a positive attitude were inadequate.	Adequately maintained a positive attitude.	Effectively maintained a positive attitude.	Very effectively maintained a positive attitude.	
	
5.	Explain the nature of positive customer/client relations?	
POOR	FAIR	GOOD	EXCELLENT	
0, 2	4, 6, 8	10, 12, 14	16, 18	
Attempts at explaining the nature of positive customer/client relations were ineffective.	Adequately explained the nature of positive customer/client relations.	Effectively explained the nature of positive customer/client relations.	Very effectively explained the nature of positive customer/
client relations.	
	
6. Overall impression of the participant’s skills and performance?	
POOR	FAIR	GOOD	EXCELLENT	
0, 1	2, 3, 4	5, 6, 7	8, 9, 10	
Demonstrated few skills with little or no effectiveness.	Demonstrated limited ability to link some skills effectively.	Effectively demonstrated specified skills.	Demonstrated skills in a confident, articulate and integrated manner that meets the highest professional business standards.	

Judge’s  Initials 		TOTAL SCORE