Dining Room Organization andPersonnel  Presented by  Margie Ferree Jones
Types of Restaurants     • Factors in choosing a restaurant       – Kind of food       – Price range       – Level of serv...
Types of Restaurants     • Categories of Table-Service Restaurants       – Fine Dining (Please note: 1 “n”)       – Bistro...
Qualities of “Service Professional ”     • Physical Appearance       – Neat and Clean Uniform that fits       – Styled Hai...
Qualities of “Service Professional”     • Behavioral Traits        – Deal with guests with on-going personal concern      ...
Qualities of “Service Professional”     • Behavioral Traits        – Efficiency            » No “empty hands”        – Per...
Qualities of “Service Professional”     • Behavioral Traits        – Politeness            » Open doors, pull chairs, give...
Organizational Structureof “Classic Service”     • Officer of Mouth >Maître d’Hôtel       >General Manager > Manager      ...
Organizational Structureof “Classic Service”     • Design of “Brigade” of Dining Room       – efficiency       – type & pr...
Organizational Structureof “Classic Service” Brigade     • Maître d’Hôtel (General Manager)       – Management of dining r...
Organizational Structureof “Classic Service” Brigade      • Trancheur (Carver)        – Rolls the Cart/Voiture      • Somm...
Organizational Structureof “Classic Service” Brigade      • Commis de suite (Back Waiter)        – Food runner      • Comm...
Adapted from RemarkableService                 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          ...
Adapted from RemarkableService                                                      " F in e D in in g "                  ...
Adapted from RemarkableService                                         " B is t r o "                             O w n e ...
Adapted from RemarkableService                                " C a s u a l C h a in R e s t a u r a n t "                ...
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Diningroomorg

  1. 1. Dining Room Organization andPersonnel Presented by Margie Ferree Jones
  2. 2. Types of Restaurants • Factors in choosing a restaurant – Kind of food – Price range – Level of service – Ambiance of room
  3. 3. Types of Restaurants • Categories of Table-Service Restaurants – Fine Dining (Please note: 1 “n”) – Bistro/Trattoria – Casual/Family
  4. 4. Qualities of “Service Professional ” • Physical Appearance – Neat and Clean Uniform that fits – Styled Hair – Nails – Fresh and Clean Breath – Well-kept shoes
  5. 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 ( 1 “n”) – Preparedness » Mise en Place – Efficiency » No “empty hands”
  6. 6. 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
  7. 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. 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. 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. 10. Organizational Structureof “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
  11. 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. 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. 13. Adapted from RemarkableService 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. 14. Adapted from RemarkableService " 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. 15. Adapted from RemarkableService " 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. 16. Adapted from RemarkableService " 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

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