1. Dining Room Organization & Personnel
Chapter 3 Highlights

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
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 (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

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
Classic Kitchen and Dining Room Brigade
Adapted from Remarkable Service

14. Adapted from Remarkable Service
"Fine Dining"
Adapted from Remarkable Service

15. Adapted from Remarkable Service
"Bistro"
Adapted from Remarkable Service

16. Adapted from Remarkable Service
"Casual Chain Restaurant"
Adapted from Remarkable Service