Dining Room Organization and PersonnelTypes of RestaurantsSlide 3Qualities of “Service Professional ”Qualities of “Service Professional”Slide 6Slide 7Organizational Structure of “Classic Service”Slide 9Organizational Structure of “Classic Service” BrigadeSlide 11Slide 12Adapted from Remarkable ServiceSlide 14Slide 15Slide 16Dining Room Organization and PersonnelPresented byMargie Ferree JonesTypes of Restaurants•Factors in choosing a restaurant–Kind of food–Price range–Level of service–Ambiance of roomTypes of Restaurants•Categories of Table-Service Restaurants –Fine Dining (Please note: 1 “n”)–Bistro/Trattoria–Casual/FamilyQualities of “Service Professional ”•Physical Appearance–Neat and Clean Uniform that fits–Styled Hair–Nails–Fresh and Clean Breath–Well-kept shoesQualities 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 staffQualities 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. ChefOrganizational 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 successOrganizational 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’HôtelOrganizational 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 guestsOrganizational 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)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 phoneAdapted from Remarkable ServiceC l a 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 i g a d eP a s t r y C o o k sP a s t r y C h e fK i t c h e n H e l pL i n e C o o k sA s s t . C h e fE x e c u t i v e C h e fB u s p e r s o nW a i t e rC a p t a i nB a r B a c kC o c k t a i l W a i t e rB a r t e n d e rH e a d B a r t e n d e rM a i t r e d ' H o t e lA s s i s t a n t M a n a g e rG e n e r a l M a n a g e rO w n e rAdapted from Remarkable Service" F i n e D i n i n g "K i t c h e n H e l pL i n e C o o k sA s s t . C h e fE x e c u t i v e C h e fB u s p e r s o nW a i t e rC a p t a i nB a r B a c kC o c k t a i l W a i t e rB a r t e n d e rH e a d B a r t e n d e rS o m m e l i e rM a i t r e d ' H o t e lA s s i s t a n t M a n a g e rF & B D i r e c t o rG e n e r a l M a n a g e rO w n e rAdapted from Remarkable Service" B i s t r o "K i t c h e n H e l pL i n e C o o k sA s s t . C h e fC h e fB u s p e r s o nR u n n e rB a r B a c kB a r t e n d e rM a i t r e d ' H o t e l o r F l o o r M a n a g e rO w n e r o r G e n e r a l M a n a g e rAdapted from Remarkable Service" C a s u a l C h a i n R e s t a u r a n t "K i t c h e n H e l pL i n e C o o k sA s s t . C h e fS t e w a r dC h e fB u s p e r s o nS e r v e rH o s tS h i f t M a n a g e r sG e n e r a l M a n a g e rD i s t r i c t M a n a g e rR e g i o n a l M a n a g e rC E