Dining Room Organization and Personnel Presented by Margie Ferree Jones
Types of Restaurants Factors in choosing a restaurant Kind of food Price range Level of service Ambiance of room
Types of Restaurants Categories of Table-Service Restaurants Fine Dining (Please note: 1 “n”) Bistro/Trattoria Casual/Family
Qualities of “Service Professional ” Physical Appearance Neat and Clean Uniform that fits Styled Hair Nails Fresh and Clean Breath Well-kept shoes
Qualities of “Service Professional” Behavioral Traits Deal with guests with on-going personal concern Knowledge Facts of Area, Restaurant, Food and Wine Proficiency Work to improve skills and add to skill base Attentiveness Knows the “state” of the dining room ( 1 “n”) Preparedness Mise en Place Efficiency No “empty hands”
Qualities of “Service Professional” Behavioral Traits Efficiency No “empty hands” Persuasiveness Subtle sale technique to express caring Loyalty Don’t blame the kitchen; sense of “ownership”; be a team player Honesty Guest must be able to trust staff
Qualities of “Service Professional” Behavioral Traits Politeness Open doors, pull chairs, give directions, treatment of fellow staff Dependability Can your employer count on you? Composure No idle chit chat. Proper discussion is about the meal and its service. (host stand hangout) Sensitivity “read” the guests needs Tact Guest vs. Chef
Organizational Structure of “Classic Service” Officer of Mouth >Maître d’Hôtel >General Manager > Manager All function as host to guest Staff should know reporting structure, organizational chart nature of position characteristics of success
Organizational Structure of “Classic Service” Design of “Brigade” of Dining Room efficiency type & price of menu physical structure of menu “Working Your Way Up” one position is training post for the position above e.g. Captain as Maître d’Hôtel
Organizational Structure of “Classic Service” Brigade Maître d’Hôtel (General Manager) Management of dining room service, public relations, and physical plant Chef de Salle (Dining Room Manager) Manager of dining room not common in U.S. Chef de rang (Captain) In charge of service in particular area of dining room. Takes orders,really interacts with guests
Organizational Structure of “Classic Service” Brigade Trancheur (Carver) Rolls the Cart/Voiture Sommelier (Wine Steward) Creates wine list, maintains wine inventory, recommends and serves to guests Commis de rang (Front Waiter) Assist the captain (chef de rang) helps serve food and beverages, may assist back waiter (commis de suite)
Organizational Structure of “Classic Service” Brigade Commis de suite (Back Waiter) Food runner Commis de debarrasseur (bus person) stocks side stands/gueridons; clears the table Receptionniste Greets and Seats; answers the phone
Adapted from Remarkable Service
Adapted from Remarkable Service
Adapted from Remarkable Service
Adapted from Remarkable Service