QUICK SERVE RESTAURANT MANAGEMENT

Transcription

1 QUICK SERVE RESTAURANT MANAGEMENT 2013 SAMPLE ROLE PLAYS AS USED IN DECA S INDIVIDUAL SERIES EVENTS

2 Quick Serve Restaurant Management Individual Series Events DECA Images 1908 Association Drive Reston, Virginia DECA Images Published 2013 by DECA Images. Copyright 2013 by DECA Inc. No part of this publication may be reproduced for resale without written permission from the publisher. Printed in the United States. 1

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4 Quick Serve Restaurant Management TABLE OF CONTENTS Introduction...3 Role-plays Role-play #1...5 Role-play # Role-play # Role-play # INTRODUCTION This publication is designed to assist DECA members and their local chapter advisors in preparing for the Individual Series Events. This document will be useful in preparing students for local, state and international competition by familiarizing them with the format, structure and evaluation tools used in international competition. This series of events is presented as an example of the types of events in which a student might expect to participate at the International Career Development Conference. The competitive events found herein, however, are not representative of all performance indicators that the student may be expected to demonstrate on the international level. A complete list of performance indicators upon which the events are written can be found at PROCEDURE An individual series event consists of two major parts: a written comprehensive exam and two preliminary role-playing events. A third role-play activity will be given to finalists. The comprehensive exam is a 100-question multiple-choice test developed especially for each series based on the knowledge, skills and attributes associated with the particular occupation. Exams from previous years are available for sale through DECA Images at In the role-playing portion of the event, participants must accomplish a task by translating what they have learned into effective, efficient and spontaneous action. The participant is given a situation to review. It may indicate a product or service to sell, a merchandising decision or a problem in communication and interpersonal skills. Participants are allowed 10 minutes to review the situation and to develop a professional approach to solving the problem. Up to 10 minutes are then allowed for the participant to be examined by a competent judge and asked to explain how (s)he would solve the situation or problem. The judge is a qualified business executive playing the role of second party in the situation. Following the examination, the judge evaluates the participants responses and records the results on an evaluation form which has been developed specifically for each competitive event. 3

5 PREPARATION In order for DECA members to realize success in competition, DECA advisors are encouraged to carefully plan curriculum which will contribute to student success in the competency based competitive events and to provide real world experiences specifically necessary in the occupational area for which the student has a career interest. Competency based competitive events are intended to be a motivational tool used by the DECA advisor to encourage student learning. The success of the member s participation in competency based competitive events directly relates to the experiences (s)he has gained in the classroom and/or at the training station. As the local, district, state or international competitive event approaches, the advisors are encouraged to further prepare the competitor in tasks such as the following: Prepare yourself mentally. The competitor should get sufficient sleep the night before competition so that (s)he will be mentally alert and able to concentrate on the activities. Dress appropriately. Professional dress should be worn to all conference sessions. Please note: Competitors at the ICDC must wear an official DECA blazer during interaction with the judges. Official DECA blazers are sold through DECA Images. Follow the program agenda. Competitors should carefully follow the program agenda provided at the conference. (S)he should locate the event room beforehand and arrive at the site early enough to be acclimated to the environment, relaxed, etc. Competitors must be on time for each event. Use preparation time wisely. Competitors should take advantage of the time provided for each activity of the event. During the written tests, the competitor should think through each item completely and carefully while gauging the time appropriately. If time allows, recheck the answers. While preparing for role play events, competitors should use all the time allotted constructively. 4

6 CAREER CLUSTER Hospitality and Tourism CAREER PATHWAY Restaurant and Food and Beverage Services INSTRUCTIONAL AREA Selling QUICK SERVE RESTAURANT MANAGEMENT SERIES EVENT 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 have up to 10 minutes to role-play your situation with a judge (you may have more than one judge). 3. You will be evaluated on how well you meet the performance indicators of this event. 4. Turn in all your notes and event materials when you have completed the role-play. PERFORMANCE INDICATORS 1. List the qualifications for various careers in the food service industry. 2. Explain how businesses can use trade-show/exposition participation to communicate with targeted audiences. 3. Analyze product information to identify product features and benefits. 4. Explain company selling policies. 5. Explain the nature and scope of the selling function. 5

7 EVENT SITUATION You are to assume the role of vice president of marketing for RUBENS!, a relatively new fast food chain featuring deli sandwiches. A visitor to your trade show booth (judge) has stopped at your table and is seeking information on becoming a franchisee. RUBENS! is a three-year-old fast food restaurant chain featuring gourmet style deli sandwiches. The menu includes the signature reuben sandwich along with pastrami, corned beef, ham, salami, chopped liver, meatloaf, turkey, tuna salad, chicken salad and eight different cheeses. Sandwiches are made warm or cold to order and take approximately one minute to make. There are currently 35 RUBENS! locations, 30 of which are franchised. You are currently working the RUBENS! booth at the Entrepreneur Today trade show. Visitors to the show are adults of all ages looking for the opportunity to operate their own businesses. The purpose of RUBENS! participation in the show is to introduce the company to prospective franchisees, provide operational information, identify franchisee qualifications, answer questions and arrange follow-up meetings with those who appear qualified and are interested in RUBENS!. A visitor (judge) has stopped at your booth and appears to be looking over some of the information displayed on the table. You are to approach the visitor (judge) and take him/her through an introductory presentation covering the points mentioned above with the goal of arranging a follow-up meeting with the visitor (judge). A RUBENS! fact sheet is included on the following page for you to use during your presentation. You will make your presentation to the visitor (judge) in a role-play to take place in front of your trade show booth. You will begin the role-play by greeting the visitor (judge) with an appropriate welcoming statement. After you have made your presentation and have answered the visitor s (judge s) questions, the visitor (judge) will conclude the role-play by thanking you for the information. 6

8 RUBENS! FACT SHEET Target customer: adults Sandwich prices: $ $11.95 Beverages and deli-style chips available Approximately 70% of orders are carryout Typical RUBENS! store is 1,300 sq. feet All food products are to be purchased from company approved vendors Same store sales are up 9% between the first and second year of operation Initial franchise fee: $15,000 Average total investment for fixtures/equipment: $240,000 Royalty fee: 8% of monthly gross sales Territorial protection: no other RUBENS! allowed within a five mile radius Number of employees needed to run a franchised unit: 8 12 Franchisees must have a net worth of $125,000 with a minimum $60,000 in liquid cash Financing is available to franchisees 7

9 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 a booth visitor at the Entrepreneur Today trade show. The vice president of marketing for RUBENS! (participant) is manning the booth and will approach you with information on becoming a potential franchisee. RUBENS! is a three-year-old fast food restaurant chain featuring gourmet style deli sandwiches. The menu includes the signature reuben sandwich along with pastrami, corned beef, ham, salami, chopped liver, meatloaf, turkey, tuna salad, chicken salad and eight different cheeses. Sandwiches are made warm or cold to order and take approximately one minute to make. There are currently 35 RUBENS! locations, 30 of which are franchised. The vice president of marketing (participant) is currently working the RUBENS! booth at the Entrepreneur Today trade show. Visitors to the show are adults of all ages looking for the opportunity to operate their own businesses. The purpose of RUBENS! participation in the show is to introduce the company to prospective franchisees such as you, provide operational information, identify franchisee qualifications, answer questions and arrange follow-up meetings with those who appear qualified and are interested in RUBENS!. You have stopped at the RUBENS! booth and are looking over some of the information displayed on the table. The vice president (participant) will approach you and attempt to take you through an introductory presentation covering the areas mentioned above, with the goal of arranging a follow-up meeting with 8

10 you. The vice president (participant) has been provided with a RUBENS! fact sheet to use during the presentation. The vice president of marketing (participant) will conduct the introductory presentation to RUBENS! with you in a role-play to take place in front of the trade show booth. The vice president (participant) will begin the role-play by greeting you with an appropriate welcoming statement. Role Play Profile: If asked, you should state that your most recent work experience is as the food and beverage manager for a large hotel where you have worked for the past six years. You are to state that you are interested in finding out more about the possibility of becoming a RUBENS! franchisee. During the course of the role-play you are to ask the following questions of each participant: 1. Why are franchisees charged a monthly royalty fee of 8% of gross sales? 2. Are franchisees free to buy food products and supplies from any vendor? Please explain. OR Why are franchisees restricted from buying food products and supplies from whichever vendor they might feel is best? (Select most appropriate question) Once the vice president of marketing (participant) has made his/her presentation and has answered your questions, you will conclude the role-play by thanking the vice president (participant) for the information. You are not to commit to anything other than to meet again in the near future. You are not to make any comments after the event is over except to thank the participant. 9

11 Evaluation Form Information JUDGE S EVALUATION INSTRUCTIONS 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 Exceeds Expectations Meets Expectations Below Expectations Little/No Value Interpretation Level 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. 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 th percentile of business personnel performing this performance indicator. 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 th percentile of business personnel performing this performance indicator. 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 0-49 th percentile of business personnel performing this performance indicator. 10

12 JUDGE S EVALUATION FORM QSRM 2013 DID THE PARTICIPANT: 1. List the qualifications for various careers in the food service industry? Attempts at listing the qualifications for various careers in the food service industry were inadequate or weak. Adequately listed the qualifications for various careers in the food service industry. Effectively listed the qualifications for various careers in the food service industry. Very effectively listed the qualifications for various careers in the food service industry. 2. Explain how businesses can use trade-show/exposition participation to communicate with targeted audiences? Attempts at explaining how business can use trade-show/ exposition participation to communicate with targeted audiences were inadequate or weak. Adequately explained how businesses can use trade-show/ exposition participation to communicate with targeted audiences. Effectively explained how businesses can use trade-show/ exposition participation to communicate with targeted audiences. Very effectively explained how businesses can use tradeshow/exposition participation to communicate with targeted audiences. 3. Analyze product information to identify product features and benefits? Attempts at analyzing product information to identify product features and benefits were weak or incorrect. 4. Explain company selling policies? Adequately analyzed product information to identify product features and benefits. Effectively analyzed product information to identify product features and benefits. Very effectively analyzed product information to identify product features and benefits. Attempts at explaining company selling policies were inadequate or unclear. Adequately explained company selling policies. Effectively explained company selling policies. Very effectively explained company selling policies. 5. Explain the nature and scope of the selling function? Attempts at explaining the nature and scope of the selling function were inadequate or weak. Adequately explained the nature and scope of the selling function. Effectively explained the nature and scope of the selling function. Very effectively explained the nature and scope of the selling function. 6. Overall impression and response to the judge s questions. 0, 1, 2 3, 4, 5 6, 7, 8 9, 10 Demonstrated few skills; could not answer the judge s questions. Demonstrated limited ability to link some skills; answered the judge s questions adequately. Demonstrated the specified skills; answered the judge s questions effectively. Demonstrated skills confidently and professionally; answered the judge s questions very effectively and thoroughly. Judge s Initials TOTAL SCORE 11

13 CAREER CLUSTER Hospitality and Tourism CAREER PATHWAY Restaurant and Food and Beverage Services INSTRUCTIONAL AREA Customer Relations QUICK SERVE RESTAURANT MANAGEMENT SERIES EVENT 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 have up to 10 minutes to role-play your situation with a judge (you may have more than one judge). 3. You will be evaluated on how well you meet the performance indicators of this event. 4. Turn in all your notes and event materials when you have completed the role-play. PERFORMANCE INDICATORS 1. Demonstrate awareness of capabilities and limitations of the operation. 2. Explain the nature of positive customer relations. 3. Outline steps to remedy specific problems. 4. Interpret business policies to customers/clients. 5. Demonstrate a customer-service mindset. 12

14 EVENT SITUATION You are to assume the role of manager of PARADISE CAFE, a bakery and coffee shop. The owner (judge) has asked for your analysis and recommendation(s) on whether to continue to offer Wi-Fi access within the restaurant. PARADISE CAFE is a bakery and coffee shop located in a suburban business district where it has operated successfully since While it started as a walk-up bakery, the business evolved and began to feature many fresh-brewed and packaged coffees when the nationwide boom in gourmet coffee took off. Today, PARADISE CAFE has eight tables and six booths where customers can sit and enjoy coffee and fresh pastries. Store records show that 65% of the restaurant s sales revenue is generated from dine-in business, while 35% is generated from pick-up/carryout orders. Six months ago, PARADISE CAFE evolved even further by choosing to offer Wi-Fi, allowing customers to access the Internet on their personal computers, smartphones and tablets while inside the restaurant. There is no charge to customers for the Wi-Fi connection, which can be easily and immediately accessed. In the first month of Wi-Fi service, dine-in revenue increased 6% over the previous month. Since then, however, dine-in revenue has decreased to a level only 1.5% higher than before Wi-Fi was introduced. Lately, the owner (judge) has heard from frustrated counter workers complaining that some customers with electronic devices are sitting at tables or booths for hours, buying little more than an occasional cup of coffee. In addition, table turnover has become poor, causing some customers to leave when they do not see any available seating upon entering the restaurant. The owner (judge) has requested a meeting with you to obtain your analysis and recommendation(s) on dealing with the problems Wi-Fi seems to have created. Specifically, your presentation must address the following: Explain the advantages and disadvantages to customers and the restaurant of offering Wi-Fi. Explain the potential consequences if PARADISE CAFE were to remove Wi-Fi from the facility. If Wi-Fi remains, explain how its access and usage could be modified. List your recommendation(s) and provide rationale as to what the restaurant should do. You will present to the owner (judge) in a role-play to take place in the owner s (judge s) office. The owner (judge) will begin the role-play by greeting you and asking to hear your ideas. After you have presented and have answered the owner s (judge s) questions, the owner (judge) will conclude the role-play by thanking you for your work. 13

15 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 PARADISE CAFE, a bakery and coffee shop. You have asked your manager (participant) for his/her analysis and recommendation(s) on whether to continue to offer Wi-Fi access within the restaurant. PARADISE CAFE is a bakery and coffee shop located in a suburban business district where it has operated successfully since While it started as a walk-up bakery, the business evolved and began to feature many fresh-brewed and packaged coffees when the nationwide boom in gourmet coffee took off. Today, PARADISE CAFE has eight tables and six booths where customers can sit and enjoy coffee and fresh pastries. Store records show that 65% of the restaurant s sales revenue is generated from dine-in business, while 35% is generated from pick-up/carryout orders. Six months ago, PARADISE CAFE evolved even further by choosing to offer Wi-Fi, allowing customers to access the Internet through their personal computers, smartphones, and tablets while inside the restaurant. There is no charge to customers for the Wi-Fi connection, which can be easily and immediately accessed. In the first month of Wi-Fi service, dine-in revenue increased 6% over the previous month. Since then, however, dine-in revenue has decreased to a level only 1.5% higher than before Wi-Fi was introduced. Lately, you have heard from frustrated counter workers complaining that some customers with electronic devices are sitting at tables or booths for hours, buying little more than an occasional cup of coffee. In 14

16 addition, table turnover has become poor, causing some customers to leave when they do not see any available seating upon entering the restaurant. You have requested a meeting with your manager (participant) to obtain his/her analysis and recommendation(s) on dealing with the problems Wi-Fi seems to have created. The presentation must address the following: Explain the advantages and disadvantages to customers and the restaurant of offering Wi-Fi. Explain the potential consequences if PARADISE CAFE were to remove Wi-Fi from the facility. If Wi-Fi remains, explain how its access and usage could be modified. List their recommendation(s) and provide rationale as to what the restaurant should do. The manager (participant) will present to you in a role-play to take place in your office. You will begin the role-play by greeting the manager (participant) and asking to hear about his/her ideas. During the course of the role-play you are to ask the following questions of each participant: 1. Can slow table turnover ever be a good thing? Please explain. 2. When is it ever appropriate to copy the product or service offerings of your competitors? Once the manager (participant) has presented and has answered your questions, you will conclude the role-play by thanking the manager (participant) for the work. You are not to make any comments after the event is over except to thank the participant. 15

17 Evaluation Form Information JUDGE S EVALUATION INSTRUCTIONS 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 Exceeds Expectations Meets Expectations Below Expectations Little/No Value Interpretation Level 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. 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 th percentile of business personnel performing this performance indicator. 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 th percentile of business personnel performing this performance indicator. 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 0-49 th percentile of business personnel performing this performance indicator. 16

18 JUDGE S EVALUATION FORM QSRM 2013 DID THE PARTICIPANT: 1. Demonstrate awareness of capabilities and limitations of the operation? Attempts at demonstrating awareness of capabilities and limitations of the operation were inadequate or weak. Adequately demonstrated awareness of capabilities and limitations of the operation. Effectively demonstrated awareness of capabilities and limitations of the operation. Very effectively demonstrated awareness of capabilities and limitations of the operation. 2. Explain the nature of positive customer relations? Attempts at explaining the nature of positive customer relations were inadequate or weak. Adequately explained the nature of positive customer relations. Effectively explained the nature of positive customer relations. Very effectively explained the nature of positive customer relations. 3. Outline steps to remedy specific problems? Attempts at outlining steps to remedy specific problems were weak or incorrect. Adequately outlined steps to remedy specific problems. Effectively outlined steps to remedy specific problems. Very effectively outlined steps to remedy specific problems. 4. Interpret business policies to customers/clients? Attempts at interpreting business policies to customers/ clients were inadequate or unclear. Adequately interpreted business policies to customers/clients. Effectively interpreted business policies to customers/clients. Very effectively interpreted business policies to customers/ clients. 5. Demonstrate a customer-service mindset? Attempts at demonstrating a customer-service mindset were inadequate or weak. Adequately demonstrated a customer-service mindset. Effectively demonstrated a customer-service mindset. Very effectively demonstrated a customer-service mindset. 6. Overall impression and response to the judge s questions. 0, 1, 2 3, 4, 5 6, 7, 8 9, 10 Demonstrated few skills; could not answer the judge s questions. Demonstrated limited ability to link some skills; answered the judge s questions adequately. Demonstrated the specified skills; answered the judge s questions effectively. Demonstrated skills confidently and professionally; answered the judge s questions very effectively and thoroughly. Judge s Initials TOTAL SCORE 17

19 CAREER CLUSTER Hospitality and Tourism CAREER PATHWAY Restaurant and Food and Beverage Services INSTRUCTIONAL AREA Economics QUICK SERVE RESTAURANT MANAGEMENT SERIES EVENT 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 have up to 10 minutes to role-play your situation with a judge (you may have more than one judge). 3. You will be evaluated on how well you meet the performance indicators of this event. 4. Turn in all your notes and event materials when you have completed the role-play. PERFORMANCE INDICATORS 1. Discuss the global environment in which businesses operate. 2. Identify ethnicities and their dining habits and rules. 3. Discuss the impact of cultural and social environments on global trade. 4. Determine factors affecting business risk. 5. Explain how organizations adapt to today s markets. 18

20 EVENT SITUATION You are to assume the role of vice president of marketing for STICK DOGS, a fast food restaurant chain. The president (judge) has asked for your analysis regarding possible expansion outside the country. STICK DOGS is a national chain of quick-serve restaurants which began with the opening of its first stand in As the name implies, the featured item is a hot dog on a stick, also known as a corn dog. However, other sausages can be substituted for the hot dog including Italian sausage, Polish sausage and bratwurst. In addition, the menu also features zucchini on a stick and a variety of cheeses on a stick. Beverages include five flavored lemonades, and the dessert item is fried Twinkies. Today, over 800 STICK DOGS are located around the country, inside high traffic shopping malls and near popular tourist destinations like beaches and amusement parks. The typical STICK DOGS is approximately 1,100 square feet, a size which accommodates the cooking area and counter service area. With sales per square foot of $380, STICK DOGS is one of the most productive and efficient fast food chains in the nation. While STICK DOGS is able to generate a lot of revenue from a very limited space, chain-wide sales over the past five years have been fairly flat. The president (judge) would like to boost revenue and believes one of the ways to do that is to introduce stands outside the country. His belief is that since STICK DOGS already sells to a transient market (shoppers and tourists), this same strategy would also work in an international market. The president (judge) has requested a meeting with you to obtain your analysis and recommendation(s) regarding the possible international expansion of STICK DOGS. You are to develop a presentation which must address the following: Explain the importance of international expansion for a fast food restaurant chain. List and explain the five most important challenges that you believe STICK DOGS faces in attempting to open stands outside the country. For each of the challenges you cite, explain how to reduce or manage the potential risks to help ensure a successful expansion. You will present to the president (judge) in a role-play to take place in the president s (judge s) office. The president (judge) will begin the role-play by greeting you and asking to hear your ideas. After you have presented and have answered the president s (judge s) questions, the president (judge) will conclude the role-play by thanking you for your work. 19

21 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 president of STICK DOGS, a fast food restaurant chain. You have asked your vice president of marketing (participant) for an analysis regarding possible expansion outside the country. STICK DOGS is a national chain of quick-serve restaurants which began with the opening of its first stand in As the name implies, the featured item is a hot dog on a stick, also known as a corn dog. However, other sausages can be substituted for the hot dog including Italian sausage, Polish sausage and bratwurst. In addition, the menu also features zucchini on a stick and a variety of cheeses on a stick. Beverages include five flavored lemonades, and the dessert item is fried Twinkies. Today, over 800 STICK DOGS are located around the country, inside high traffic shopping malls and near popular tourist destinations like beaches and amusement parks. The typical STICK DOGS is approximately 1,100 square feet, a size which accommodates the cooking area and counter service area. With sales per square foot of $380, STICK DOGS is one of the most productive and efficient fast food chains in the nation. While STICK DOGS is able to generate a lot of revenue from a very limited space, chain-wide sales over the past five years have been fairly flat. You would like to boost revenue and believe one of the ways to do that is to introduce stands outside the country. Your belief is that since STICK DOGS already sells to a transient market (shoppers and tourists), this same strategy would also work in an international market. 20

22 You have requested a meeting with the vice president of marketing (participant) to obtain his/her analysis and recommendation(s) regarding the possible international expansion of STICK DOGS. The vice president (participant) is to develop a presentation which must address the following: Explain the importance of international expansion for a fast food restaurant chain. List and explain the five most important challenges that you believe STICK DOGS faces in attempting to open stands outside the country. For each of the challenges they cite, the vice president (participant) must explain how to reduce or manage the potential risks to help ensure a successful expansion. The vice president of marketing (participant) will present to you in a role-play to take place in your office. You will begin the role-play by greeting the vice president (participant) and asking to hear about his/her ideas. During the course of the role-play you are to ask the following questions of each participant: 1. How important is it for fast food restaurants to offer healthy food choices on their menus? 2. What responsibility does STICK DOGS have for litter caused by its customers and how should the business respond? Once the vice president (participant) has presented and has answered your questions, you will conclude the role-play by thanking the vice president (participant) for the work. You are not to make any comments after the event is over except to thank the participant. 21

23 Evaluation Form Information JUDGE S EVALUATION INSTRUCTIONS 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 Exceeds Expectations Meets Expectations Below Expectations Little/No Value Interpretation Level 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. 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 th percentile of business personnel performing this performance indicator. 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 th percentile of business personnel performing this performance indicator. 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 0-49 th percentile of business personnel performing this performance indicator. 22

24 JUDGE S EVALUATION FORM QSRM 2013 DID THE PARTICIPANT: 1. Discuss the global environment in which businesses operate? Attempts at discussing the global environment in which businesses operate were inadequate or weak. Adequately discussed the global environment in which businesses operate. Effectively discussed the global environment in which businesses operate. Very effectively discussed the global environment in which businesses operate. 2. Identify ethnicities and their dining habits and rules? Attempts at identifying ethnicities and their dining habits and rules were inadequate or weak. Adequately identified ethnicities and their dining habits and rules. Effectively identified ethnicities and their dining habits and rules. Very effectively identified ethnicities and their dining habits and rules. 3. Discuss the impact of cultural and social environments on global trade? Attempts at discussing the impact of cultural and social environments on global trade were weak or incorrect. Adequately discussed the impact of cultural and social environments on global trade. 4. Determine factors affecting business risk? Effectively discussed the impact of cultural and social environments on global trade. Very effectively discussed the impact of cultural and social environments on global trade. Attempts at determining factors affecting business risk were inadequate or unclear. Adequately determined factors affecting business risk. Effectively determined factors affecting business risk. Very effectively determined factors affecting business risk. 5. Explain how organizations adapt to today s markets? Attempts at explaining how organizations adapt to today s markets were inadequate or weak. Adequately explained how organizations adapt to today s markets. Effectively explained how organizations adapt to today s markets. Very effectively explained how organizations adapt to today s markets. 6. Overall impression and response to the judge s questions. 0, 1, 2 3, 4, 5 6, 7, 8 9, 10 Demonstrated few skills; could not answer the judge s questions. Demonstrated limited ability to link some skills; answered the judge s questions adequately. Demonstrated the specified skills; answered the judge s questions effectively. Demonstrated skills confidently and professionally; answered the judge s questions very effectively and thoroughly. Judge s Initials TOTAL SCORE 23

25 CAREER CLUSTER Hospitality and Tourism CAREER PATHWAY Restaurant and Food and Beverage Services INSTRUCTIONAL AREA Human Resources Management QUICK SERVE RESTAURANT MANAGEMENT SERIES EVENT 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 have up to 10 minutes to role-play your situation with a judge (you may have more than one judge). 3. You will be evaluated on how well you meet the performance indicators of this event. 4. Turn in all your notes and event materials when you have completed the role-play. PERFORMANCE INDICATORS 1. Describe legal issues affecting businesses. 2. Discuss the nature of human resources management. 3. Outline steps to remedy specific problems. 4. Describe the use of technology in human resources management. 5. Explain the role of ethics in human resources management. 24

26 EVENT SITUATION You are to assume the role of operations manager of BAMBOO DINER, a locally owned restaurant chain. The owner (judge) has asked for your recommendations on how to deal with a staffing problem which recently developed. BAMBOO DINER is a fast food restaurant chain featuring freshly prepared Asian cuisine. The restaurant is considered fast casual ; customers place their order at a counter and the food is then delivered to their table. Founded only six years ago, the chain has already grown to five locations, all in a metropolitan area with a population of 2.4 million people. Each location averages 22 part-time employees who work hours each per week. Since its founding, the chain has prided itself on the diversity of its workforce, with individuals from six different ethnic groups currently on its payroll. Yesterday, following a tip, Immigration and Customs Enforcement (ICE) officials conducted a sweep through dozens of fast food restaurants in your area looking for undocumented (illegal) workers on the premises. The one-day sweep netted a total of 78 illegal employees, six of whom were employed at one of your BAMBOO DINER locations. The discovery and detainment of the six illegal workers at that location left the restaurant immediately understaffed, forcing the branch to close for the rest of the day. The owner (judge) is upset and embarrassed over the discovery of illegal workers at BAMBOO DINER and has requested a meeting with you to obtain your analysis and recommendations on putting an immediate end to this problem. Your presentation to the owner (judge) must address the following: Explain how the problem of illegal workers impacts customers, the business and the general public. What should BAMBOO DINER do to make certain that there are no other illegal workers still on the payroll? All hiring is done by managers at the store level. List and explain strategies which will lessen the likelihood that BAMBOO DINER will hire an illegal worker in the future. You will present to the owner (judge) in a role-play to take place in the owner s (judge s) office. The owner (judge) will begin the role-play by greeting you and asking to hear your ideas. After you have presented and have answered the owner s (judge s) questions, the owner (judge) will conclude the role-play by thanking you for your work. 25

27 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 BAMBOO DINER, a locally owned restaurant chain. You have asked your operations manager (participant) for recommendations on how to deal with a staffing problem which recently developed. BAMBOO DINER is a fast food restaurant chain featuring freshly prepared Asian cuisine. The restaurant is considered fast casual ; customers place their order at a counter and the food is then delivered to their table. Started only six years ago, the chain has already grown to five locations, all in a metropolitan area with a population of 2.4 million people. Each location averages 22 part-time employees who work hours each per week. Since its founding, the chain has prided itself on the diversity of its workforce, with individuals from six different ethnic groups currently on its payroll. Yesterday, following a tip, Immigration and Customs Enforcement (ICE) officials conducted a sweep through dozens of fast food restaurants in your area looking for undocumented (illegal) workers on the premises. The one-day sweep netted a total of 78 illegal employees, six of whom were employed at one of your BAMBOO DINER locations. The discovery and detainment of the six illegal workers at that location left the restaurant immediately understaffed, forcing the branch to close for the rest of the day. You are upset and embarrassed over the discovery of illegal workers at BAMBOO DINER and have requested a meeting with your operations manager (participant) to obtain his/her analysis and recommendations on putting an immediate end to this problem. The presentation to you must address the following: 26

28 Explain how the problem of illegal workers impacts customers, the business and the general public. What should BAMBOO DINER do to make certain that there are no other illegal workers still on the payroll? All hiring is done by managers at the store level. List and explain strategies which will lessen the likelihood that BAMBOO DINER will hire an illegal worker in the future. While answers and solutions will certainly vary, some participants may cite E-Verify, a free federal database to help employers determine employment eligibility of new hires and the validity of their Social Security numbers. The operations manager (participant) will present to you in a role-play to take place in your office. You will begin the role-play by greeting the operations manager (participant) and asking to hear about his/her ideas. During the course of the role-play you are to ask the following questions of each participant: 1. Explain what section of an applicant s résumé you consider to be the most important. 2. Who benefits from a high unemployment rate? Please explain. Once the operations manager (participant) has presented and has answered your questions, you will conclude the role-play by thanking the manager (participant) for the work. You are not to make any comments after the event is over except to thank the participant. 27

29 Evaluation Form Information JUDGE S EVALUATION INSTRUCTIONS 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 Exceeds Expectations Meets Expectations Below Expectations Little/No Value Interpretation Level 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. 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 th percentile of business personnel performing this performance indicator. 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 th percentile of business personnel performing this performance indicator. 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 0-49 th percentile of business personnel performing this performance indicator. 28

30 JUDGE S EVALUATION FORM QSRM 2013 DID THE PARTICIPANT: 1. Describe legal issues affecting businesses? Attempts at describing legal issues affecting business were inadequate or weak. Adequately described legal issues affecting businesses. Effectively described legal issues affecting businesses. Very effectively described legal issues affecting businesses. 2. Discuss the nature of human resources management? Attempts at discussing the nature of human resources management were inadequate or weak. Adequately discussed the nature of human resources management. Effectively discussed the nature of human resources management. Very effectively discussed the nature of human resources management. 3. Outline steps to remedy specific problems? Attempts at outlining steps to remedy specific problems were weak or incorrect. Adequately outlined steps to remedy specific problems. 4. Describe the use of technology in human resources management? Effectively outlined steps to remedy specific problems. Very effectively outlined steps to remedy specific problems. Attempts at describing the use of technology in human resources management were inadequate or unclear. Adequately described the use of technology in human resources management. Effectively described the use of technology in human resources management. Very effectively described the use of technology in human resources management. 5. Explain the role of ethics in human resources management? Attempts at explaining the role of ethics in human resources management were inadequate or weak. Adequately explained the role of ethics in human resources management. Effectively explained the role of ethics in human resources management. Very effectively explained the role of ethics in human resources management. 6. Overall impression and response to the judge s questions. 0, 1, 2 3, 4, 5 6, 7, 8 9, 10 Demonstrated few skills; could not answer the judge s questions. Demonstrated limited ability to link some skills; answered the judge s questions adequately. Demonstrated the specified skills; answered the judge s questions effectively. Demonstrated skills confidently and professionally; answered the judge s questions very effectively and thoroughly. Judge s Initials TOTAL SCORE 29

31 30 NOTES

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33 32 NOTES

34 QUICK SERVE RESTAURANT MANAGEMENT 2013 Sample Role Plays This publication is designed to assist DECA members and their local chapter advisors in preparing for the Individual Series events. This booklet will be useful in preparing students for local, state and international competition by familiarizing them with the format, structure and evaluation tools used in competition. ALSO AVAILABLE DECA Images offers a full range of competitive event preparation materials including: Comprehensive Exams Sample Role Plays & Case Studies Instructor s Guides Bell Ringer Activities Written Event Winners Flash Cards INSTRUCTOR S GUIDE ORDERING INFORMATION :30 AM 4:30 PM EST PRACTICE EXAM CD SET To learn more about DECA visit us online at W W W. D E C A. O R G YOUR SOURCE FOR DECA PREPARATION MATERIALS.