# Front-Desk Host Training: Maple Workshop

**Length:** 15 minutes
**Role:** front-desk host
**Fictional practice training.** Maple Workshop is a fictional tutorial business.

## Plan for the 15 minutes

| Part | Minutes |
|---|---|
| 1. Your role and the one source to use | 2 |
| 2. The facts card | 3 |
| 3. Worked example | 3 |
| 4. Practice activity (readiness check) | 5 |
| 5. Feedback using the observation checklist | 2 |
| **Total** | **15** |

---

## 1. Your role (2 minutes)

As the front-desk host, you answer attendee questions about the event. You must be able to:

- Explain the **date**, **price**, **supplied equipment** and **schedule**.
- Recognize when a question asks for the **address**, **parking** or a **booking link**. None of these have been supplied.
- **Refer any question you can't answer from the facts card to the organizer.**

**Use one source only:** `workshop-facts.txt`. Do not quote from:
- `older-schedule-note.txt`. It is an old draft with the wrong practice time.
- `welcome-price-v2` files. They are a practice scenario with a price that is not real.

**Out of scope:** safety teaching. You can repeat the two equipment facts on the card: glasses and tools are supplied, and closed-toe shoes are required. If someone asks anything more about safety, refer them to the organizer.

**Gap to fill before real use:** the organizer's name and contact details are not supplied. Until they are, say "I'll pass your question to the organizer."

---

## 2. The facts card (3 minutes)

Read this together. Every fact comes from `workshop-facts.txt`.

| Topic | What to say |
|---|---|
| What it is | A beginner home-repair class for adults |
| Date | October 10, 2026 |
| Time | 10am to noon |
| Venue | Maple Studio |
| Price | $45 per person |
| Capacity | 12 |
| Supplied | Tools and safety glasses |
| Required | Closed-toe shoes |
| Cancellation | Allowed until 48 hours before class |
| Schedule | Welcome 10 min, demonstration 25 min, supervised practice 65 min, questions and cleanup 20 min (total 120 min) |
| Street address | **Not supplied.** Do not guess. |
| Parking | **Not supplied.** Do not guess. |
| Booking link | **Not supplied.** Do not guess. |

### Three common mistakes

| Mistake | Instead, say |
|---|---|
| Guessing an address ("I think it's on Main Street") | "The address hasn't been supplied to me. I'll pass your question to the organizer." |
| Telling people to buy safety glasses | "Safety glasses are supplied, along with tools." |
| Quoting 30 minutes of practice | "Supervised practice is 65 minutes." |

### What good performance looks like

- Uses the current facts card only.
- Explains calmly and simply.
- Says clearly what isn't known and needs confirming, rather than filling the gap.

---

## 3. Worked example (3 minutes)

The trainer reads the question aloud, then walks through both answers.

> **Attendee:** "I'd like to come, but I'm not sure I can make it. How much is it, and do I get my money back if I cancel? Also, can you send me the booking link?"

**Weak answer. Don't do this:**

> "It's $50, and yes, you'll get a full refund. I'll just email you the link from our website."

What went wrong:
- **$50 is wrong.** It comes from the practice-scenario files, not the facts card.
- **"Full refund" is invented.** The facts card only says cancellation is allowed until 48 hours before class. It says nothing about refunds.
- **"The link from our website" is invented.** No booking link has been supplied.

**Strong answer. Do this:**

> "It's $45 per person. You can cancel until 48 hours before class. I don't have information about refunds, and I don't have a booking link to give you yet, so I'll pass both of those to the organizer to confirm."

Why it works:
- Gives the facts that are on the card, exactly.
- Names the two things that need confirming.
- Doesn't fill the gaps with guesses.
- Refers them to the organizer.

---

## 4. Practice activity: readiness check (5 minutes)

The trainer plays the attendee and reads each question aloud. The host answers out loud, without looking at the answer key. The host may look at the facts card.

**Question 1**
> "How long do we actually get to practice? My friend said it's only 30 minutes."

**Question 2**
> "What's the street address, and is there parking nearby?"

**Question 3**
> "Do I need to buy safety glasses or tools before I come? And what time does it start?"

**To pass:** every factual answer is correct in all three questions, and nothing is invented. One wrong or invented detail means "not ready yet." Review the facts card and try again.

---

## 5. Answer key (for the trainer)

### Question 1: practice time

**Must include:**
- Supervised practice is **65 minutes**.

**Good to include:**
- The full schedule: welcome 10, demonstration 25, supervised practice 65, questions and cleanup 20.

**Fails if the host:**
- Agrees with 30 minutes.
- Gives any other number for practice time.

**Sample answer:**
> "Supervised practice is 65 minutes. The class runs 10am to noon: a 10-minute welcome, a 25-minute demonstration, 65 minutes of supervised practice, then 20 minutes for questions and cleanup."

### Question 2: address and parking

**Must include:**
- The street address has **not been supplied**.
- Parking details have **not been supplied**.
- They'll **refer the question to the organizer**.

**Good to include:**
- The venue name, Maple Studio.

**Fails if the host:**
- Gives or guesses any address, street, area or landmark.
- Gives or guesses any parking information.

**Sample answer:**
> "It's at Maple Studio, but I haven't been given the street address or parking details. I'll pass your question to the organizer so they can confirm."

### Question 3: equipment and start time

**Must include:**
- **Tools and safety glasses are supplied.** There is no need to buy either.
- **Closed-toe shoes are required.**
- The class starts at **10am** on **October 10, 2026**.

**Fails if the host:**
- Says to buy or bring safety glasses or tools.
- Gives a wrong time or date.
- Adds safety instructions that are not on the facts card.

**Sample answer:**
> "No need to buy anything. Tools and safety glasses are supplied. Please wear closed-toe shoes; those are required. The class starts at 10am on October 10, 2026."

---

## 6. Trainer observation checklist

Tick each item while the host answers the three practice questions.

**Facts (all must be ticked to pass)**
- [ ] Said practice is 65 minutes, not 30 (Q1)
- [ ] Did not give or guess an address (Q2)
- [ ] Did not give or guess parking details (Q2)
- [ ] Said tools and safety glasses are supplied (Q3)
- [ ] Did not tell the attendee to buy safety glasses or tools (Q3)
- [ ] Said closed-toe shoes are required (Q3)
- [ ] Gave the correct start time and date: 10am, October 10, 2026 (Q3)
- [ ] Added no facts that aren't on the facts card

**Handling unknowns**
- [ ] Clearly said when something wasn't supplied or needs confirming
- [ ] Referred unknown questions to the organizer
- [ ] Stayed out of safety teaching beyond the facts card

**Manner**
- [ ] Explained calmly and in plain language
- [ ] Kept answers short and direct

**Result:** Ready / Not ready yet (circle one)

**Notes:**