dining room organization & personnel chapter 3 highlights

Dining Room Organization& Personnel

Chapter 3 Highlights

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

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 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

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

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

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)

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

Adapted from Remarkable Service

Owner

General Manager

Assistant Manager

Executive Chef Maitre d'Hotel

Pastry Chef

Pastry Cooks

Asst. Chef

Line Cooks

Kitchen Help

Captain Head Bartender

Waiter

Busperson

Bartender

Cocktail Waiter

Bar Back

Classic Kitchen and Dining Room Brigade

Adapted from Remarkable Service

Owner

General Manager

F & B Director

Assistant Manager

Executive Chef Maitre d'Hotel

Asst. Chef

Line Cooks

Kitchen Help

Captain Sommelier

Waiter

Busperson

Head Bartender

Bartender

Cocktail Waiter

Bar Back

"Fine Dining"

Adapted from Remarkable Service

Owner or General Manager

Chef Maitre d'Hotel or Floor Manager

Asst. Chef

Line Cooks

Kitchen Help

Runner Bartender

Busperson Bar Back

"Bistro"

Adapted from Remarkable Service

CEO

Regional Manager

District Manager

General Manager

Shift Managers

Chef Host

Asst. Chef Steward

Line Cooks

Kitchen Help

Server

Busperson

"Casual Chain Restaurant"