Analyzing Intuitive Skills of a Waitperson in a Restaurant Dining Room Using a Serious Game

Overview & Synopsis

It is important to shorten customers’ waiting times in a restaurant, and their waiting times at the table are largely affected by how waitpersons perform their tasks in the dining room. However, the quality of their work still depends heavily on their experiences and intuitive skills. Thus, this paper proposes a serious game emulating the tasks of a waitperson in the dining room of a restaurant, and analyzes the intuitive skills for the tasks by using the game. It defines two distinctive tactics called collection of multiple tasks and movement on a prediction basis, and introduces several measures on these tactics. As a result, by analyzing the game score, waiting times and these measures obtained from game experiments, several characteristics of the skills have been successfully revealed.