2. Types of Restaurants
âą Factors in choosing a restaurant
â Kind of food
â Price range
â Level of service
â Ambiance of room
3. Types of Restaurants
âą Categories of Table-Service Restaurants
â Fine Dining (Please note: 1 ânâ)
â Bistro/Trattoria
â Casual/Family
4. Qualities of âService Professional â
âą Physical Appearance
â Neat and Clean Uniform that fits
â Styled Hair
â Nails
â Fresh and Clean Breath
â Well-kept shoes
5. Qualities of âService Professionalâ
âą Behavioral Traits
â Deal with guests with on-going personal concern
â Knowledge
» Facts of Area, Restaurant, Food and Wine
â Proficiency
» Work to improve skills and add to skill base
â Attentiveness
» Knows the âstateâ of the dining room ( 1 ânâ)
â Preparedness
» Mise en Place
â Efficiency
» No âempty handsâ
6. Qualities of âService Professionalâ
âą Behavioral Traits
â Efficiency
» No âempty handsâ
â Persuasiveness
» Subtle sale technique to express caring
â Loyalty
» Donât blame the kitchen; sense of âownershipâ; be a
team player
â Honesty
» Guest must be able to trust staff
7. Qualities of âService Professionalâ
âą Behavioral Traits
â Politeness
» Open doors, pull chairs, give directions, treatment of
fellow staff
â Dependability
» Can your employer count on you?
â Composure
» No idle chit chat. Proper discussion is about the meal
and its service. (host stand hangout)
â Sensitivity
» âreadâ the guests needs
â Tact
» Guest vs. Chef
8. Organizational Structure
of âClassic Serviceâ
âą Officer of Mouth >MaĂźtre dâHĂŽtel
>General Manager > Manager
â All function as host to guest
âą Staff should know
â reporting structure, organizational chart
â nature of position
â characteristics of success
9. Organizational Structure
of âClassic Serviceâ
âą Design of âBrigadeâ of Dining Room
â efficiency
â type & price of menu
â physical structure of menu
âą âWorking Your Way Upâ
â one position is training post for the position
above
» e.g. Captain as MaĂźtre dâHĂŽtel
10. Organizational Structure
of âClassic Serviceâ Brigade
âą MaĂźtre dâHĂŽtel (General Manager)
â Management of dining room service, public relations,
and physical plant
âą Chef de Salle (Dining Room Manager)
â Manager of dining room
» not common in U.S.
âą Chef de rang (Captain)
â In charge of service in particular area of dining room.
» Takes orders,really interacts with guests
11. Organizational Structure
of âClassic Serviceâ Brigade
âą Trancheur (Carver)
â Rolls the Cart/Voiture
âą Sommelier (Wine Steward)
â Creates wine list, maintains wine inventory,
recommends and serves to guests
âą Commis de rang (Front Waiter)
â Assist the captain (chef de rang) helps serve food
and beverages, may assist back waiter (commis de
suite)
12. Organizational Structure
of âClassic Serviceâ Brigade
âą Commis de suite (Back Waiter)
â Food runner
âą Commis de debarrasseur (bus
person)
â stocks side stands/gueridons; clears the
table
âą Receptionniste
â Greets and Seats; answers the phone
13. Adapted from Remarkable
Service
C la s s i c K i t c h e n a n d D i n i n g R o o m B r ig a d e
O wner
G e n e ra l M a n a g e r
A s s is t a n t M a n a g e r
E x e c u t iv e C h e f M a i t r e d 'H o t e l
P a s try C h e f C a p t a in H e a d B a rte n d e r
P a s try C o o k s W a it e r B a rte n d e r
A s s t. C h e f B u s p e rs o n C o c k t a il W a it e r
L in e C o o k s B ar B ack
K it c h e n H e lp
14. Adapted from Remarkable
Service
" F in e D in in g "
O wner
G e n e ra l M a n a g e r
F & B D ir e c t o r
A s s is t a n t M a n a g e r
E x e c u t iv e C h e f M a it r e d 'H o t e l
C a p t a in S o m m e lie r
A s s t. C h e f
W a it e r H e a d B a rte n d e r
L in e C o o k s
B u s p e rs o n B a rte n d e r
K it c h e n H e lp
C o c k t a il W a it e r
B ar B ack
15. Adapted from Remarkable
Service
" B is t r o "
O w n e r o r G e n e ra l M a n a g e r
C hef M a it r e d 'H o t e l o r F lo o r M a n a g e r
A s s t. C h e f R unner B a rte n d e r
L in e C o o k s B u s p e rs o n B ar B ack
K it c h e n H e lp
16. Adapted from Remarkable
Service
" C a s u a l C h a in R e s t a u r a n t "
CEO
R e g io n a l M a n a g e r
D is t r ic t M a n a g e r
G e n e ra l M a n a g e r
S h ift M a n a g e r s
C hef H ost
A s s t. C h e f S te w a rd S e rv e r
L in e C o o k s B u s p e rs o n
K it c h e n H e lp