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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"