DINING ROOM ORGANIZATION& PERSONNEL

TYPES OF RESTAURANTSFactors in choosing a restaurant

Kind of food Price range Level of service Ambiance of room

TYPES OF RESTAURANTSCategories 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 Roomefficiencytype & price of menuphysical 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” BRIGADEMaître 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

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

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

"Fine Dining"

Owner or General Manager

Chef Maitre d'Hotel or Floor Manager

Asst. Chef

Line Cooks

Kitchen Help

Runner Bartender

Busperson Bar Back

"Bistro"

CEO

Regional Manager

District Manager

General Manager

Shift Managers

Chef Host

Asst. Chef Steward

Line Cooks

Kitchen Help

Server

Busperson

"Casual Chain Restaurant"