BSBMGT617: Develop and Implement a Business Plan - Role Play Scenario

This assignment presents two role-play scenarios focused on performance management within a restaurant setting, as part of the BSBMGT617 unit on developing and implementing a business plan. The first role-play involves a performance review meeting where a manager addresses the poor performance of the restaurant after the implementation of a new business plan. The manager identifies areas of underperformance for various employees, including the restaurant manager, head chef, waiters, cashier, and cooks, and outlines expected performance improvements. The second role-play is a coaching session designed to address the issues raised in the performance review. The manager explains the purpose of the coaching session, emphasizing the importance of employee training and development to improve food quality, customer service, and overall restaurant operations. The document highlights the importance of communication, motivation, and skill development in improving employee performance and achieving business objectives. The scenarios provide practical examples of how to address underperformance and implement coaching strategies.

Role play – 1 -Performance Review Meeting
Duration: 8 - 10 Minutes
Place: Hellenic RSL, 14A Ferrars Pl, South Melbourne VIC 3205, Australia
Time: 11:00 AM
Manager: Three cheers for our new venture EuroVille Recipes. Now I am going to introduce myself, I am
your manager. Whoever is present here, knows that our today’s meeting is related to performance
review. In today’s meeting, we will discuss about the performance of restaurant of last 6 months post
implementation of the new business plan.
Last 6 months report shows that the new venture is not going on high speed and its reviews are not
good and we can say that this venture is not profitable. We are not satisfied with the last six moth
operations of new business and we are trying to understand that where it is fail; in business planning,
plan implementation or monitoring performance.
When we analyze the performance of every employee, then we came to know that some employees had
not a clear idea about the objectives and strategies of business, some staff were not clear about the
performance objectives and some have not skills to perform their job.
This is the statement of financial performance of last 6 months which clearly shows the poor
performance of restaurant.

Coaching plan for underperformers
Names of under performers Areas of underperformance Performance expected
Steve- Restaurant manager Managing the all the activities of
restaurant
Achieve planned business
performance during the period
Frederick (Head Chef Kitchen
operations)
Delay in servicing Quality and timely food with less
or no complaints
All waiters Wrong order taken, Tables not
cleaned well, Unsatisfactory
customer service
Ensure patrons are serviced well
by providing information about
the menu, taking orders, and
serving food observing customer
service policies and procedures,
and especially keeping patrons
satisfied and no complaints.
Rita (cashier) Delays in processing the bills,
Over charged -not given the right
balance of payment
Manage and report cash inflow
from the restaurant
Kylie, peter, cloe, lee (cook) Unsatisfactory food
presentation/tasteless food,
Food served are over
cooked/under cooked, Some
foods on the menu not available
when ordered
Excellent customer service
Top level communication and
quality presentation
Zero complaints from clients
Joe (Head waiter) Inconsistency in food served Smooth operation of the
restaurant tables and food
supply

Role-Play 2: Coaching Session
Duration: 10- 15 Minutes
Place: Hellenic RSL, 14A Ferrars Pl, South Melbourne VIC 3205, Australia
Time: 11:00 AM
Manager: Hello everyone, I am your manager. As we discussed in previous Performance Review
Meeting, the performance of employees is very poor. For improve your performance, we are conducting
a coaching and training session that can be helpful to perform the best job. In last six months, we
received very bad reviews about the food and services and received many complaints from customers.
For this training session, we will conduct group meeting that can help you understand the need of
customer and how to fulfill this.
You all have to attend the training session for giving your best performance. The key factor of this
training session, is explanation and motivation, these give the meaning to your work. In this training
session, we can ask some questions to employees, which are basically, depend on self-description.
The main objective of training is developing the skills of employees. We will take training session for
daily 1 hour in which you will get to know about how to serve food, how to cook food and many more.