00:00Excuse me, Carmen. I need to give these cups to table 12.
00:03I was here first, Tyler. You can wait your turn like everyone else.
00:07Are you seriously going to make this difficult over wine glasses?
00:09I'm not making anything difficult. I'm doing my job efficiently,
00:12which apparently is a foreign concept to some people.
00:18You did that on purpose.
00:20You were blocking the entire station, okay?
00:22Maybe if you watched where you were going instead of trying to hog everything.
00:27Don't you dare throw things at me!
00:28Then don't sabotage my work, you pathetic wannabe manager.
00:33Every night with these two.
00:37Good evening. I'm James Morrison from Corporate Training.
00:40I'm here to evaluate your front of office operations while your general manager is at the conference.
00:46Ms. Morrison, welcome to our restaurant. I'm Tyler and I want you to know that what you just witnessed
00:51was completely out of the ordinary.
00:54Actually, what you witnessed was Tyler being reckless with expensive glassware.
01:01I'm Carmen and I can assure you this kind of accident would never happen if people followed proper procedure.
01:08Oh, accident. You were deliberately blocking my station.
01:13I was working efficiently while you were rushing around like a maniac.
01:16Okay, what exactly happened here?
01:20Well, Carmen was hogging the wine glass station and wouldn't let me do my job.
01:24When I tried to reach around her, she moved deliberately to cause the accident.
01:28That is completely false.
01:30Tyler bumped into me on purpose because he can't handle anyone else being successful.
01:35He's been sabotaging me all week.
01:38Sabotaging you? No, no, no. She's completely paranoid.
01:41I see. Well, let me explain why I'm here.
01:45I'm conducting assessments of customer service, teamwork, and leadership potential.
01:50Corporate is looking to promote someone to assistant manager at this location.
01:54Mr. Morrison, I've been preparing for management for months.
01:56I've studied all the profit margin reports, memorized the scheduling systems,
01:59and analyzed our customer flow patterns during peak hours.
02:02Knowing numbers doesn't make you a leader.
02:06Tyler leadership is about connecting with customers, building relationships,
02:10creating experiences that keep people coming back.
02:13Customer connections don't pay the bills or manage inventory, Carmen.
02:17And spreadsheets don't create loyal customers.
02:20We recommend they use their friends.
02:22What about you? Are you interested in the assistant position?
02:26Honestly, I prefer staying on the floor.
02:29Direct customer interaction, flexible schedule, no paperwork headaches.
02:33It works for me.
02:34See what I mean?
02:36Alexander has no vision, no ambition.
02:38She's content being a career server forever.
02:41Exactly. Some people are happy settling for minimum
02:44when opportunities are right in front of them.
02:46Is this accurate?
02:48I've watched assistant managers work 60-hour weeks,
02:51deal with constant complaints from corporate and staff,
02:54handle scheduling conflicts, inventory issues,
02:56and barely make more money when you factor in all the extra hours.
03:00Meanwhile, I'm taking night classes for my teaching degree
03:02and I need the flexibility to attend.
03:05Teaching degree?
03:06So restaurant work is just your backup plan?
03:10Real hospitality professionals commit fully to the industry, Alexandra.
03:16You can't succeed if you've got one foot out the door.
03:20Mr. Morrison, I should get this promotion because I've memorized every policy and procedure manual.
03:25I know health code requirements, labor cost formulas, and inventory management systems.
03:29And I should get it because I have the highest tip average in the restaurant
03:33and the best customer connection scores on our feedback surveys.
03:36You're a show-off.
03:37Who cares about getting compliments when running an efficient operation?
03:41And you're a know-it-all who thinks management is just about following rules
03:46instead of inspiring people.
03:48Are they always like this?
03:49Every shift, every staff meeting, every time there's any opportunity for advancement or recognition.
03:56They turn everything into a competition.
03:58Well, I'd like to remind you that practice dinner service starts soon.
04:02I'll be observing throughout the evening, so I suggest you focus on your customers
04:05and demonstrate your service skills.
04:08You'll see that I run my section like a well-oiled machine, Mr. Morrison.
04:11Every detail planned, every contingency covered.
04:15And you'll see my customers leave raving about their experience.
04:19They remember their server.
04:20They remember feeling special.
04:23Well, I'm eager to see both of you in action.
04:40Mr. Morrison, perfect timing.
04:42I've selected what I believe is the ideal wine pairing for an elegant dinner selection.
04:46The 2018 Cabernet will complement our steaks perfectly.
04:51Well, that sounds like a thoughtful service, Tyler.
05:01What the hell?
05:02Is there a problem?
05:04The wine is corked.
05:06That smells awful, too.
05:08No, I don't understand.
05:09This bottle seemed fine when I selected it.
05:11Well, do you always check wines before presenting them to the customers?
05:15Always.
05:15Every single bottle.
05:16I've never had this happen before.
05:18The wine was perfect when I chose it from the fridge.
05:20Okay, well, we need to replace it immediately and handle this situation gracefully.
05:25Of course.
05:26Absolutely.
05:26But, Ms. Morrison, I swear I don't understand what happened to this wine.
05:33Carmen.
05:33Carmen switched out my wine with a corked bottle.
05:36See?
05:37She sabotaged me to make me look incompetent in front of you.
05:41Tyler, I can't believe you would accuse me of something so unprofessional.
05:44I would never do anything to ruin a customer's dining experience.
05:49Look, I don't want to believe anyone would sabotage service.
05:52But we need to handle this situation immediately.
05:55Thank you for giving me the benefit of the doubt, Ms. Morrison.
05:57I appreciate that.
05:59Mr. Morrison, I noticed someone tampering with the wine storage earlier.
06:02I took the liberty of selecting a backup bottle of the same vintage just in case.
06:07Oh.
06:08That was very thoughtful of you, Alexandra.
06:11Thank you so much.
06:12You saved my service.
06:13Yes.
06:14Thank you, Alexandra.
06:16Very prepared of you.
06:18Yes.
06:19Excellent foresight and attention to detail.
06:22Now, can we please continue with the practice professionally?
06:26Yeah.
06:27Love me.
06:44Mr. Morrison, I wanted to show you something special.
06:47This is for one of my regular customers.
06:50It's her birthday.
06:51And I've created a customized dessert presentation with candles and a personal message.
06:56Well, that's very thoughtful customer service, Carmen.
07:04That's strange.
07:05Did you test this presentation beforehand?
07:10Yes.
07:11I prepared this perfectly earlier.
07:13The candles were fine and the message was beautiful.
07:18Tyler.
07:18Tyler switched out my good candles and he messed up the cake.
07:24He sabotaged my customer presentation.
07:27I don't know what you're talking about, Carmen, okay?
07:28Look, maybe you should double check your work before blaming other people.
07:32Carmen, have you already promised this special presentation to the customer?
07:37Well, yes.
07:38I told her I had something special planned for her birthday.
07:42Excuse me, Carmen.
07:43I noticed someone tampering with the dessert station earlier.
07:46I took the liberty of preparing a backup birthday presentation just in case.
07:51Alexandra, your customer service awareness and backup planning are exceptional.
07:57Alexandra, thank you so much.
07:59You saved my customer's birthday.
08:03I cannot believe you would stoop this low.
08:06Ruining a dessert just to make me look bad?
08:09You're completely paranoid, Carmen.
08:12You know, you probably just screwed up your own presentation and now you're looking for someone to blame.
08:16Don't lie to me, Tyler.
08:18First, the wine.
08:19Now this, you have been sabotaging me all evening.
08:23And you sabotaged my wine service.
08:25You know, at least I'm not playing the innocent victim.
08:27Okay, stop.
08:28Both of you.
08:29Stop this right now.
08:31I am disgusted by your unprofessional behavior.
08:35You've been sabotaging each other all evening and it's completely unacceptable in customer service.
08:40Okay, wait a minute.
08:44You know, Alexandra has been way too prepared for all of this.
08:48She just happened to have a backup wine, a backup dessert.
08:51That's right.
08:53Alexandra, you've been orchestrating this whole thing to make us look bad while you look like the hero.
08:59And she said that she didn't want a promotion, but she's been manipulating the situation this entire time.
09:04That's not true.
09:05I was just trying to prevent your war from ruining a customer's dining experience.
09:09Oh, come on, Alexandra.
09:10You expect us to believe that you just happened to anticipate every problem?
09:14She's playing innocent while setting us up for failure.
09:18She wanted the promotion all along.
09:20Do you believe that, Mr. Morrison?
09:22Absolutely not.
09:23Your actions tonight have shown genuine customer care and professional problem solving.
09:28Mr. Morrison, you have to see what she's doing.
09:30She's manipulating all of us.
09:31She's been playing games while pretending to be above the competition.
09:36You two have no idea who you're really dealing with.
09:38I'm not just some corporate trainer.
09:41I'm much more important than that.
09:44What do you mean?
09:47Who are you?
09:48You're both idiots.
09:50He's the CEO of the restaurant chain.
09:52You knew who I was?
09:54I actually pay attention to corporate communications.
09:56I recognize leadership when I see it.
09:58Unlike some people who are too self-absorbed to know when their own CEO looks like.
10:04I had no idea you were so observant about company information.
10:10Is it true? Are you really the CEO?
10:13Yes, it's true.
10:15And I'm immediately terminating both of your employment.
10:19What?
10:19You're firing us?
10:20Healthy competition is good for business.
10:23But sabotaging customer experiences and creating dining room drama is absolutely unacceptable.
10:30You're both done here.
10:31This is all your fault.
10:32You set us up from the beginning.
10:33You manipulated this entire situation.
10:35You knew who he was and you played us.
10:37Tyler.
10:38Carmen.
10:39I want you to clock out and leave immediately.
10:41I'll also be sharing your behavior with other restaurants in the area,
10:44so you might want to consider a different career path.
10:47Fine.
10:48Maybe I should finally start that event planning business I've been thinking about.
10:52Oh, with your attention to detail.
10:54Good luck with that.
10:55Well, at least I won't be working with backstabbing co-workers anymore.
11:02Can I ask you something honestly?
11:05Did you really plan this all along?
11:08Did you actually want the assistant manager position but pretended to be content on the floor?
11:13I knew the best way to get promoted was to show leadership, problem solving skills,
11:17and genuine customer care while letting them destroy themselves with their own competitiveness and sabotage.
11:22Look, you're exactly what we need in management.
11:25The assistant manager position is yours.
11:27Thank you, Mr. Morrison.
11:28I won't let you down.
11:29I know you won't.
11:30And please, call me James.
