Scuola Alberghiera di Serramazzoni – November 2004
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What is the "dining room"? |
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The dining room is the centerpiece of a dining structure. It is the place that remains in the mind of guests, both in independent restaurants or in restaurants that are part of a hotel. The dining room then, must communicate to patrons a feeling of wholeness among several elements, from the decor to the equipment, and must be supported by the quality of the food as well as by the professionalism of all the personnel. The habitual restaurant patron is not attracted just by the physiological need for food, but, sometimes without even being aware of it, is searching for well-being and a feeling of comfort. This can only happen if the dining room was set up with this in mind. Restaurants that can afford professionally trained personnel have a valuable asset and great potential for success. |
Who are the professionals that contribute to the dining room service and what are their specific tasks? |
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As in any other workplace, restaurants and hotels have a hierarchic structure composed of different workers, each with his/her own responsibility according to the individual roles. This means that everyone working in the dining room, even the beginner at the lowest rung of the ladder, is responsible for his/her actions and, as in the military, reports to and is managed by the professional figure directly above her, who in turn, reports to his supervisor and so on, all the way up to the top decision maker. The person in such a position is usually supported by a valuable resume based on years of practical experience in national and international structures, as well as by specific professional courses and ongoing cultural and professional updates. These people have usually started at the lowest rung of the ladder, so they know first-hand the problems faced by each professional role. This is how a good manager knows how to take charge and be responsible for the action of all people working under him or her.
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Who has the most responsibility? |
The Maître d'.This person is responsible overall for organizing the dining room service, the bar, banqueting as well as room service. In addition, is responsible for the efficiency of the entire restaurant staff and must be able to hire and fire as needed, train the new personnel, all the while being in constant touch with the clients, making them comfortable and intervening whenever there is a problem. Another very important position is the Food & Beverage Manager. In newer establishments this person has often taken the place of and substitutes the dining room director. This person is responsible for the management of all the storage facilities, as well as for the preparation and availability of all foods and drinks. |
Does dress code denote position? |
Certainly, the dress code characterizes the various positions, though each facility might adopt a custom style based on the characteristics of the restaurants and the managerial preferences. Usually, especially in important hotels and restaurants, the Commis have a simplified dress code featuring black pants and shoes, white botton down shirt and Korean-style top, sometime embellished with golden epaulettes, logo, and identifying tag. The Chefs de Rang wear white button down shirt and bow tie completed by a cream-colored jacket for lunch and black jacket for dinner. Maîtres wear a cream-colored jacket at lunchtime, on special occasions they may wear tuxedo-style jacket, at dinner time the attire is either a black jacket or a tuxedo for important evenings. More traditional places may use vests and either long or short aprons. |
What must a Commis de Rang be able to do? |
The Commis de Rang is one of the beginning positions usually occupied by someone who is just starting his/her dining room career. He or she must have undergone apprenticeship as well as taken the basic dining room service course, and thus learned the principal professional rules about the dining room service profession. This person must be fast, intelligent, caring, smiling and have a clean appearance. Usually he or she is in charge of clearing and resetting tables and tools and sometimes helps the Chef de Rang with the mise en place (preparation of the tables), being careful to apply good taste and position silverware symmetrically both at the client's and service tables. During lunch and dinner, this person is in charge of bringing food and clean dishes to the dining room, positioning them on the guéridon (serving table), from which the Chef de Rang serves the patrons. The relations with the clients are limited to simple salutes, avoiding starting conversation and talking to patrons exclusively if addressed directly by them. He or she brings the orders to the kitchen and clears the empty dishes after each entree. This professional figure supports the Chef de Rang, his speed and accuracy are positively relevant for a successful dining room. |
Is it important for people working in the dining room to have a good wine culture? |
A good enological education is a very important asset for anyone working directly with the public in a restaurant and, of course, more is expected from the higher positions. However, even the simple Commis must know wine types and be able to open a bottle and pour the wine correctly. In smaller venues, a Chef de Rang, or even a waier may need to take the place of the Sommelier, so they must be able to suggest the appropriate wine-food pairings according to the clients' order as well as serve the chosen wine in the proper manner. |
Who is in charge of the dining room decoration? |
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When there is not someone specifically in charge of it, it is usually the Chef de Rang's responsibility, however, some management hires third parties for it. Whoever does it must have fantasy and creativity, taking into account location, season and, sometimes, the nature of the event catered. Some important venues maintain a cooled room especially for flowers keeping. Dining room decoration however, is more than just flowers. Often it involves the preparation of creative center tables using fruits, vegetables and candles. Or. to keep it simpler, he or she may use glass vases of different forms filled with river pebbles, colored buttons or marbles under water, which could be either colored or clear, with the addition of a flower or floating candle. |
And who is in charge of receiving the clients? |
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The clients' welcome is at the very beginning of the dining room service, thus it sets the first impression for the whole meal. The client reception is a psychological introduction of sort, the first rule of engagement, and it is essential to the good experience of the clients to set their mood and, possibly, dispose them to being forgetful of possible small mishap that may occurs during the repast. When clients arrive at the restaurant, if the table is not ready, ideallly, there would be a small area available, such a bar with booths, where they can be accommodated and served an aperitif. The wait will seems shorter and less embarrassing, both for the waiting clients and those that are already eating. Clients must always feel welcome, even when dropping in without reservation, they must not be made aware that their unexpected arrival may be bothersome. |
What personal characteristics should good dining room personnel have? |
I could list many, but they can be summed into professionalism with the addedition of willingness and moral values, such as honesty, humility, loyalty, cleanliness, perseverance, discipline, good education, initiative, good culture and knowledge of one's language, professionalism, love for one's job and willingness to undergo ongoing professional updates. |
Some thoughts about dealing with clients? |
The relation with clients represents one of the most delicate moments of the restaurant business. In a very short time, a relationship which is determined by the character of the client and the professionalism of the personnel is created. It is important for the restaurant staff to be able to understand what kind of behavior is best applied to each client, avoiding in all cases overly friendly attitudes that may not be welcomed. Any client that we deal with could be of a different nationality and/or religion, in any case though, he/she expects to be treated with courtesy and respect for his/her desires and preferences. A formal and reserved attitude, supported by sincere courtesy is always welcomed, thus it is advisable to always assume a detached attitude even with the younger customers. There are establishments that voluntarily adopt a more playful attitude with customers and have made that their signature policy, however, this is not what the majority of people expect from most restaurants. |
Are there professional courses including daytime, evening or distance learning? |
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There are various centers and associations that offer basic daytime and/or evening courses with the possibility of continuing with specific professional directions, as well as update courses featuring new techniques and methodologies. Some training centers offer distance learning as well, using printed, visual and multimedia didactic material. Those courses are usually taught by tutors or teachers that are available by phone and e-mail. In addition, often teachers offer students the possibility of meeting from time to time to try the the subject learned hands-on. |
What kind of professional venues are open to students who takes such courses? |
The sector offers various professional possibilities. A good theory preparation paired with a good attitude gives the possibility of advancing professionally from the lower rungs of the ladder up to such positions as Food & Beverage Manager, Director and restaurant or hotel manager. We can affirm that a professional with a good resume can choose his or her workplace. |
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