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 (Please note: 1 “n”)
– 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 ( 1 “n”)
– Preparedness
» Mise en Place
– Efficiency
» No “empty hands”
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. 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 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
9. 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
10. 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
11. 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)
12. 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
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
