Dining Room Organization & Personnel

1. Dining Room Organization& Personnel Chapter 3 Highlights

2. Types of Restaurants • Factors in choosing a restaurant • Kind of food • Price range • Level of service • Ambiance of room

3. Types of Restaurants • Categories of Table-Service Restaurants • Fine Dining • Bistro/Trattoria • Casual/Family

4. Qualities of “Service Professional ” • Physical Appearance • Neat and Clean Uniform that fits • Styled Hair • Nails • Fresh and Clean Breath • Well-kept shoes

5. 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 • Preparedness • Mise en Place • Efficiency • No “empty hands”

6. Qualities of “Service Professional” • Behavioral Traits • 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

7. 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

8. Organizational Structureof “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

9. Organizational Structureof “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

10. Organizational Structureof “Classic Service” Brigade • Maître d’Hôtel (Restaurant 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

11. Organizational Structureof “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)

12. Organizational Structureof “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

13. Classic Kitchen and Dining Room Brigade Adapted from Remarkable Service

14. "Fine Dining" Adapted from Remarkable Service

15. Adapted from Remarkable Service "Bistro"

16. Adapted from Remarkable Service "Casual Chain Restaurant"