0:00:03 > 0:00:07Service for the most part in this country is pretty bad.
0:00:07 > 0:00:10It is surly. It can be slapdash.
0:00:10 > 0:00:14Great restaurants need great front of house.
0:00:14 > 0:00:17Michel Roux is renowned for his passion for great food.
0:00:17 > 0:00:20- Eight here. Table eight here. - Yes, Chef.
0:00:20 > 0:00:23But now he's on another mission.
0:00:23 > 0:00:29I have a team of 25 front of house and only one British maitre d'. We need to find more British waiters.
0:00:29 > 0:00:31'Being unemployed, it's horrible.'
0:00:31 > 0:00:34I want to have a career, yeah. Hopefully.
0:00:34 > 0:00:38I know what I'm capable of and I know how much I can achieve.
0:00:38 > 0:00:44Michel believes working in front of house can be a lifelong and rewarding career.
0:00:44 > 0:00:49I want to take eight kids that have never set foot in a fine-dining restaurant
0:00:49 > 0:00:53and prove that it is possible to climb up that ladder.
0:00:53 > 0:00:58In just eight weeks, Michel will take his trainees from the basics through to the very top.
0:00:58 > 0:01:00From high street cafes...
0:01:00 > 0:01:03One set breakfast, baked beans!
0:01:03 > 0:01:05..to country house hotels.
0:01:05 > 0:01:06Welcome to Bovey Castle.
0:01:06 > 0:01:10To Paris and the world of Michelin-starred formality.
0:01:10 > 0:01:13If we can do this, we can do anything.
0:01:13 > 0:01:16Wonderful locations, great experiences,
0:01:16 > 0:01:18beautiful palaces.
0:01:18 > 0:01:21That is what this industry can give you.
0:01:21 > 0:01:24If you are dedicated enough and put the time in,
0:01:24 > 0:01:26the world is your oyster.
0:01:27 > 0:01:31- Great job. Well done. - You are good enough to do this.
0:01:32 > 0:01:37Ultimately, Michel will select the two outstanding trainees
0:01:37 > 0:01:43and award them life-changing scholarships to launch them in careers in front of house.
0:01:43 > 0:01:49But he wants to inspire all of them to see that this is an industry that can change their lives.
0:01:49 > 0:01:55It's not just about delivering food. I want people to come into our industry and take pride in serving.
0:01:55 > 0:01:56Perfect.
0:01:56 > 0:02:01If you can give your all as a young waiter, what you get back is immense.
0:02:03 > 0:02:08This time, their training begins. Michel throws his novices in at the deep end
0:02:08 > 0:02:12as they take over service in a busy high street chain.
0:02:12 > 0:02:16- People are making up table numbers. - There is no Table 17.
0:02:16 > 0:02:19I'm really sorry. If I had money, I'd pay for it for you.
0:02:19 > 0:02:25- I cleaned four of your tables and served three of your customers. - We haven't got time to drink.
0:02:25 > 0:02:29I think Ashley's station is like the Titanic. It's just gone down.
0:02:29 > 0:02:32- I feel like a naughty schoolgirl. - You're not.
0:02:32 > 0:02:35- And believe in yourself. - All right. I believe in you.
0:02:35 > 0:02:39I believe in you. Let's go.
0:02:48 > 0:02:54I'm not normally nervous when I go to work in the mornings, but today is a special day.
0:02:54 > 0:02:57Today, I'm going to meet eight young trainees,
0:02:57 > 0:03:03trainees that I hope are going to become stars of the future.
0:03:03 > 0:03:09The trainees have been selected by Michel from thousands of young people who put themselves forward.
0:03:09 > 0:03:14Each has their own reason for wanting to try out a brand-new career.
0:03:14 > 0:03:2018-year-old Brooke's job as a school dinner lady is a million miles away from where she would like to be.
0:03:20 > 0:03:23I'd like to run my own business.
0:03:23 > 0:03:28I'd like to have a job that I can say I built this up myself.
0:03:28 > 0:03:34From not doing too well in a school cafeteria to being a manager of my own restaurant...
0:03:34 > 0:03:36I will do it as well.
0:03:36 > 0:03:4119-year-old Tom still lives at home and is working as a cleaner.
0:03:41 > 0:03:44My mum and dad have tried to give me a kick-start,
0:03:44 > 0:03:48saying it doesn't matter what I do, as long as I get into something.
0:03:48 > 0:03:51I've never been able to keep a job properly.
0:03:51 > 0:03:55It does frustrate me that I'm not really heading anywhere.
0:03:55 > 0:04:00So many youngsters are at odds with their life, at crossroads,
0:04:00 > 0:04:03and with very little prospect in life.
0:04:03 > 0:04:07I want to give them confidence in themselves.
0:04:07 > 0:04:10Whether or not they then embrace this,
0:04:10 > 0:04:15at least I will have helped them on their way and given them self-respect
0:04:15 > 0:04:17and given them a purpose in life.
0:04:17 > 0:04:2317-year-old Danielle left home last year and is desperate to keep her independence.
0:04:23 > 0:04:26Sometimes I do think, "God..."
0:04:26 > 0:04:28I'm 18 in a couple of weeks.
0:04:28 > 0:04:32I have to think what I want to do for the rest of my life.
0:04:32 > 0:04:35I've not really got anything in mind.
0:04:35 > 0:04:39I couldn't see myself doing office work or anything like that.
0:04:39 > 0:04:41It just doesn't seem like me.
0:04:41 > 0:04:47Since graduating, history student Niki has found it impossible to get anything other than office work.
0:04:47 > 0:04:52The job I've just been doing was a temp, sort of admin job,
0:04:52 > 0:04:55just filing, putting data in on the computer.
0:04:55 > 0:04:58I did feel like I was sort of rotting away.
0:04:58 > 0:05:01I've excelled in things that I've done,
0:05:01 > 0:05:06but I've never really done anything that's been that worth excelling in.
0:05:06 > 0:05:10Our industry is very tough, very tough indeed.
0:05:10 > 0:05:15But if you have the passion, which I want to ignite in my trainees,
0:05:15 > 0:05:18then you can achieve anything.
0:05:21 > 0:05:26The eight trainees have travelled to London to meet Michel at his Mayfair restaurant,
0:05:26 > 0:05:28where he will spell out his mission.
0:05:28 > 0:05:33Welcome to Le Gavroche. I am Michel Roux, the owner of this establishment.
0:05:33 > 0:05:37My father and uncle opened the restaurant in 1967
0:05:37 > 0:05:42and it is world-renowned for service and, of course, its great food.
0:05:42 > 0:05:45Have any of you worked in this industry before?
0:05:46 > 0:05:51- What about you?- I've done a bit of bar work, a bit of catering as well.
0:05:51 > 0:05:57It was working at a theatre in a bar. Stressful. I mean, it was satisfying, but intense.
0:05:57 > 0:06:00- What about you? - I've done lots of bar work,
0:06:00 > 0:06:05but no sort of service like waitering or catering or anything like that.
0:06:05 > 0:06:12I am going to take you on a journey to prove that you guys have what it takes to work in our industry.
0:06:12 > 0:06:16In eight weeks' time, you guys are going to be back here,
0:06:16 > 0:06:18running a service on your own.
0:06:18 > 0:06:21I want it to be perfect.
0:06:21 > 0:06:24That should put the fear of God in you.
0:06:25 > 0:06:28Ideally, what I want is your heart and soul.
0:06:28 > 0:06:31Passion. If you've got that, you will succeed.
0:06:31 > 0:06:36At the end of the eight weeks, we're going to offer two of you a scholarship,
0:06:36 > 0:06:42something very, very special, but you're going to have to prove to me that you can do it.
0:06:42 > 0:06:4523-year-old Jarel trained as a chef.
0:06:45 > 0:06:49Michel's challenge is exactly what he's been looking for.
0:06:49 > 0:06:52I studied Catering and Hospitality
0:06:52 > 0:06:58and it was in the second year that I realised because of my personality, I'm a "people" person,
0:06:58 > 0:07:00front of house is more suited to me.
0:07:00 > 0:07:05And James, also 24, is eager to find the career that excites him.
0:07:05 > 0:07:08I'm private school, university-educated.
0:07:08 > 0:07:10I'm at a bit of a crossroads in my life.
0:07:10 > 0:07:16I haven't got a definitive direction of where I want to go. I want to get into something
0:07:16 > 0:07:20that I'm passionate about, I can feel strongly about and put my all into.
0:07:21 > 0:07:27In a few days' time, Michel wants his trainees to attempt serving real paying customers.
0:07:27 > 0:07:31He's going to start them at a busy high-street restaurant,
0:07:31 > 0:07:36but first he wants them to experience service at the other end of the scale
0:07:36 > 0:07:41and show them just how high you can go in a career in front of house.
0:07:41 > 0:07:46I've brought them here to one of London's most prestigious restaurants
0:07:46 > 0:07:49as the general manager here worked for me as a young waiter.
0:07:49 > 0:07:55He's someone I trust and he's also a great teacher. He understands great service.
0:07:55 > 0:08:01Together, hopefully, we will be able to whip these trainees up into a really professional outfit.
0:08:01 > 0:08:04I've always wanted to do this job since I'm 16.
0:08:04 > 0:08:06I studied in France for four years
0:08:06 > 0:08:10before I came to London to work with Michel for two and a half years.
0:08:10 > 0:08:14It's a fantastic job. You meet great people, you can travel the world.
0:08:14 > 0:08:18And top people in London can earn between 50,000 to six-figure sums.
0:08:22 > 0:08:25'Twenty...eight.'
0:08:30 > 0:08:35Fred, in true maitre d' style, is there to greet his new arrivals.
0:08:35 > 0:08:39Welcome to Galvin At Windows. Come through. Welcome to the restaurant.
0:08:39 > 0:08:41How are you? I'm Fred.
0:08:41 > 0:08:43Wow, this is beautiful!
0:08:43 > 0:08:46- Oh, wow! - It's really surreal.
0:08:46 > 0:08:52It's amazing. I've never seen anything like it before, especially the view. It's spectacular.
0:08:52 > 0:08:55I've never set foot in a place like this.
0:08:55 > 0:09:00Two days ago, I was in my living room with my daughter running round, going, "Mummy, what are you doing?"
0:09:00 > 0:09:04From where I'm from to this, it's like another world.
0:09:04 > 0:09:08It is like another world and it's an amazing experience. Seriously.
0:09:10 > 0:09:12Ashley grew up in Leeds
0:09:12 > 0:09:16and has applied for over 150 jobs in the last year.
0:09:18 > 0:09:21He left school at 16 with only an ASBO to show for it.
0:09:21 > 0:09:24I've not actually got any qualifications.
0:09:24 > 0:09:28I was fine at primary school, but then when I was like 13, 14,
0:09:28 > 0:09:33I started missing school, got involved in antisocial behaviour,
0:09:33 > 0:09:39hanging around the streets, getting drunk, smashing windows and just generally being a bad kid.
0:09:39 > 0:09:43Then I thought, "I'm not doing this any more cos I could end up in jail."
0:09:43 > 0:09:47I want to have a career, hopefully, in it.
0:09:48 > 0:09:50How does it feel?
0:09:50 > 0:09:56- I feel really out of place.- Customers come here to be spoilt, not just by the view, but by everything.
0:09:56 > 0:10:01You can feel that. Yeah? You realise that you really are in a very special place.
0:10:01 > 0:10:06There's a lot more places we'll take you. This is just the beginning.
0:10:06 > 0:10:08Good start. Yeah, great start.
0:10:08 > 0:10:13Fred used to work for me as a young commis waiter, not dissimilar to you guys.
0:10:13 > 0:10:18He's the guy who delivers all the aspirations and the dreams to these customers.
0:10:18 > 0:10:22You are in the premier league of restaurants. It will be hard work.
0:10:22 > 0:10:27If you have the right attitude, we can teach you everything. And teamwork is very important.
0:10:27 > 0:10:31Good service and good restaurants really work in teams.
0:10:31 > 0:10:35I hope you do very well and I'm looking forward to working with you.
0:10:35 > 0:10:38- Are you all up for it? - ALL: Yeah.
0:10:39 > 0:10:43The restaurant is now open for lunch and is fully booked.
0:10:43 > 0:10:49For the 90 guests expected, Fred has 20 front-of-house staff ready to serve them.
0:10:49 > 0:10:52I want my trainees now to have lunch here,
0:10:52 > 0:10:58to experience fine dining at its best, not just for the food, but obviously the service,
0:10:58 > 0:11:02to experience and to see how it's supposed to be done.
0:11:02 > 0:11:08Fred aims to ensure that guests are looked after from the moment they arrive to the moment they leave.
0:11:08 > 0:11:12And that means dedicated table waiters being constantly on call.
0:11:12 > 0:11:15They look after no more than ten guests each.
0:11:15 > 0:11:19They are personally responsible for every detail of service.
0:11:21 > 0:11:24Just look at how symmetric the table is.
0:11:24 > 0:11:30Every single knife is in the right direction. Everything is gleaming. Everything is spotless.
0:11:30 > 0:11:36The table waiters are all from France and Italy. Many have trained at specialist colleges at home.
0:11:36 > 0:11:40Each has at least five years' front-of-house experience.
0:11:40 > 0:11:45Have you had foie gras before? It's like a pate, a terrine, made with foie gras, which is duck liver.
0:11:45 > 0:11:49- Pardon? Duck liver?- Duck liver. This is a French delicacy.
0:11:50 > 0:11:54- We've got some nice scallops. - I've never tried scallops before.
0:11:54 > 0:12:00I think the turbot would be your dish. Very light, very healthy with a mousseline of lobster on top.
0:12:00 > 0:12:06The menu is constantly changing and the waiters must retain a detailed knowledge of the dishes.
0:12:06 > 0:12:08Can I have that one, please?
0:12:08 > 0:12:13Menu knowledge and product knowledge is going to be very important.
0:12:13 > 0:12:17A lot of you don't know some of the products on the menu here.
0:12:17 > 0:12:19These products are really common,
0:12:19 > 0:12:25so we are going to be learning about the product and also learning how to describe the dishes.
0:12:25 > 0:12:29Can I have, erm, the...
0:12:29 > 0:12:32- Which one is it? Foie gras? - The foie gras, yeah.
0:12:32 > 0:12:34That one. And the lamb, please.
0:12:34 > 0:12:38Wine orders are taken by specialist sommeliers
0:12:38 > 0:12:41who helped select the restaurant's cellar of over 500 wines.
0:12:41 > 0:12:44- Tres bien. Fantastic. - Do you drink red wine?
0:12:44 > 0:12:48- I drink everything.- "I drink everything." I got that idea.
0:12:48 > 0:12:51- What? - He says he drinks everything.
0:12:51 > 0:12:56Each course requires its own particular preparation.
0:12:56 > 0:13:01The maitre d's and the waiters are putting down the cutlery for your food
0:13:01 > 0:13:04and it's all appropriate for what you've ordered.
0:13:04 > 0:13:10These are fish knives. They don't cut very much because you don't need to cut through fish.
0:13:10 > 0:13:15Food orders are brought from the kitchen by a dedicated team of assistant waiters or commis,
0:13:15 > 0:13:18so the table waiters do not have to leave their guests.
0:13:18 > 0:13:20Bon appetit!
0:13:20 > 0:13:26- We've got three very adventurous people here having some foie gras. - What is that?
0:13:26 > 0:13:28A really, really strong cheese.
0:13:28 > 0:13:31- You don't like it?- I can't eat it.
0:13:31 > 0:13:35Can you get me a salmon for Ashley? He doesn't like it at all.
0:13:35 > 0:13:37Get me a salmon, please, yeah?
0:13:40 > 0:13:42I can't eat it.
0:13:42 > 0:13:46When the starters are finished, the restaurant's standard
0:13:46 > 0:13:52is that no more than 20 minutes can pass before the mains are delivered.
0:13:52 > 0:13:53Wow!
0:13:53 > 0:13:57Can you pay attention? Can you look how they are putting the plate down?
0:13:57 > 0:14:02They're not putting their whole body in between you and somebody else.
0:14:02 > 0:14:06They are discreetly placing one arm, putting the food down and coming out.
0:14:06 > 0:14:10Good service is being in and out like a ghost, not seen, not heard.
0:14:10 > 0:14:15We are having a nice conversation and they don't want to disturb us.
0:14:16 > 0:14:20MUSIC: "The Blue Danube Waltz" - Johann Strauss
0:14:20 > 0:14:24Sometimes we talk about an opera in the dining room.
0:14:24 > 0:14:27And sometimes we refer to the waiters as ballerinas
0:14:27 > 0:14:32because of the way they move around the tables with style and they're gliding.
0:14:51 > 0:14:54I feel a bit more daunted than I was before
0:14:54 > 0:14:56because I'll be honest,
0:14:56 > 0:15:00I thought, "How hard can it be, just serving a bit of food up?"
0:15:00 > 0:15:05But seeing it in action, you realise there's so much more to it.
0:15:05 > 0:15:07Like he said, it's like an art form.
0:15:07 > 0:15:10The service was incredible, really top-class,
0:15:10 > 0:15:13different from anything I've experienced.
0:15:13 > 0:15:15It was like ghosts.
0:15:15 > 0:15:18They just came in and went out, then they just wasn't there.
0:15:21 > 0:15:2519-year-old Nikkita was predicted good grades at GCSE
0:15:25 > 0:15:29until she became pregnant and left school without any qualifications.
0:15:29 > 0:15:32I've got a daughter called Bailey-Mae
0:15:32 > 0:15:36and she'll be two in June. And I'm a full-time mum.
0:15:36 > 0:15:38Do you want to spit?
0:15:39 > 0:15:43I was at college, but my daughter got ill,
0:15:43 > 0:15:46so I had to stop going to college.
0:15:46 > 0:15:51I don't really do nothing else. I just look after her all the time, constantly.
0:15:51 > 0:15:57To be honest, I think, whatever career I'm in, I just want it to be the best it can be.
0:15:57 > 0:16:03I want to be able to make the best of anything that I can do to make mine and my daughter's life better.
0:16:03 > 0:16:09That's all I think about - making her life better. I don't want her to have to go through what I've been through.
0:16:09 > 0:16:12Right, I think, like me, you enjoyed your lunch.
0:16:12 > 0:16:18- Oh, yes. - Yeah.- Good. You've seen what we want, what we expect out of you.
0:16:18 > 0:16:22Tomorrow is a big day. Tomorrow is almost like boot camp.
0:16:22 > 0:16:26Fred is going to be teaching you the basics.
0:16:26 > 0:16:30You've seen a lot of what goes on here. This is high-end.
0:16:30 > 0:16:33But we're going to teach you the nitty-gritty,
0:16:33 > 0:16:38the stuff you need to know, real basics like how to present yourselves.
0:16:38 > 0:16:42Talking of which, we want you tomorrow to turn up smart.
0:16:42 > 0:16:44And that obviously starts off
0:16:44 > 0:16:48with cleanliness, tidiness and how you look.
0:16:52 > 0:16:54After one day with his new trainees,
0:16:54 > 0:16:59Michel has time to reflect on the task he has set himself.
0:16:59 > 0:17:01I'm a bit worried.
0:17:01 > 0:17:06I don't know how they're going to react to being told what to do tomorrow.
0:17:06 > 0:17:11We've asked them to turn up smart. That'll be interesting, to see how they turn up.
0:17:11 > 0:17:14I want a high percentage rate of success.
0:17:14 > 0:17:19I don't want just one or two. I want all of them to fall in love with this industry.
0:17:19 > 0:17:24I want all of them to say, "Yes, I've done it. Yes, I've trained with the best,
0:17:24 > 0:17:31"and if I want a job in this industry, if I want to achieve something great, I can."
0:17:31 > 0:17:34Even...worst-case scenario,
0:17:34 > 0:17:36if some of them give up,
0:17:36 > 0:17:40I want them to have learned self-respect
0:17:40 > 0:17:43and polished off a little bit of manners.
0:17:44 > 0:17:51Even that in a way will be small comfort for me, but at least I can say, "Yes, I've done something."
0:17:53 > 0:17:58For the next eight weeks, the trainees will be living together,
0:17:58 > 0:18:01moving around Britain and France as they learn their trade
0:18:01 > 0:18:07and attempt to prove that they deserve one of the two Academy of Food and Wine scholarships on offer.
0:18:07 > 0:18:13To give them some indication of just what lies ahead, Fred has left each a copy of his own staff handbook.
0:18:13 > 0:18:19It's a lot to learn. It's a lot to get right and a lot to kind of ingest.
0:18:19 > 0:18:24It is a lot to take in. I mean, just on "reservation", there's...
0:18:26 > 0:18:29..15 points over three pages.
0:18:29 > 0:18:33We'll need French lessons. I can't understand half of these words.
0:18:33 > 0:18:39Michel believes the best way for his trainees to learn is by throwing them in at the deep end,
0:18:39 > 0:18:42serving real customers with real demands and expectations,
0:18:42 > 0:18:49but they will begin away from the Michelin-starred heights and work in busy high-street restaurants.
0:18:49 > 0:18:55As their chief mentor, Fred will help prepare the trainees for every challenge over the coming weeks.
0:18:55 > 0:19:00Today, he'll give an introduction to the fundamentals of waitering.
0:19:00 > 0:19:03It takes a special person to be in front of house.
0:19:03 > 0:19:09You need to be presentable. You need to be able to communicate well and enjoy making people happy.
0:19:09 > 0:19:12But first things first, you need to look the part.
0:19:12 > 0:19:16- Niki, I wouldn't have the leather jacket now.- I forgot to take it off.
0:19:16 > 0:19:18Yes, and your glasses, as well.
0:19:18 > 0:19:21Thomas, nice jacket, nice shoes.
0:19:21 > 0:19:25Brooke, you asked me if you should wear high heels. I said no. You're in high heels.
0:19:25 > 0:19:30Showing a bit of flesh which is lovely in a club, but in a restaurant not so appropriate.
0:19:30 > 0:19:32Jarel... Sorry, girls.
0:19:32 > 0:19:35Jarel looks fabulous, obviously.
0:19:35 > 0:19:40The trousers is not really my style of trousers, but, otherwise, you are fine.
0:19:40 > 0:19:44- James, it's just your hair... - That's what I was wondering about.
0:19:44 > 0:19:48Danielle, we need to concentrate today. No playing.
0:19:48 > 0:19:52Tomorrow, you are in battle. You'll have to shoot and be accurate,
0:19:52 > 0:19:55so today, I'd like you to concentrate.
0:19:55 > 0:20:01- We can be playing when we take breaks. Until then, I want you to be serious and concentrate. OK?- OK.
0:20:01 > 0:20:04- Any other questions?- No. - OK, let's go then.
0:20:06 > 0:20:11After the dressing-down, their waiter education can begin.
0:20:11 > 0:20:15Have any of you carried plates before?
0:20:15 > 0:20:18Take some plates and we'll see how you do.
0:20:18 > 0:20:23Carrying plates correctly is one of the most basic skills a waiter needs to master.
0:20:23 > 0:20:26- This is too high.- OK.- Like this.
0:20:26 > 0:20:29You can go like that. It's not going to fall.
0:20:29 > 0:20:32- It's going to fall if we do it. - No, it's not.
0:20:32 > 0:20:36- It's going to fall. Like that, yeah?- Yeah.- Yeah?
0:20:36 > 0:20:38That's right. That's right.
0:20:38 > 0:20:41Please don't do it. Please.
0:20:41 > 0:20:46- OK now?- Oh, that's it, that's it, that's it.
0:20:46 > 0:20:50- You're OK. This is resting on your finger here.- Is that right?
0:20:50 > 0:20:54- Let me see it.- You see? It's resting on your finger there.
0:20:54 > 0:20:59- So it can't actually slip. But you have to be straight.- Oh, oh, oh...
0:20:59 > 0:21:03- I could do it, but my plates aren't straight.- You need to practise.
0:21:03 > 0:21:09But this is good. In most restaurants, you would carry three plates. You could carry four plates.
0:21:09 > 0:21:11You would do it like that in a rush.
0:21:11 > 0:21:17And if you do banqueting, you could have five like this, but this is not really what we're going to do.
0:21:17 > 0:21:21- Could he have another one on his head?- No, you can't do that.
0:21:21 > 0:21:24In a restaurant, it's a given you carry plates and trays,
0:21:24 > 0:21:28but I want them to understand they are always on show, like a theatre.
0:21:28 > 0:21:35Their posture is very important, but they must also keep eye contact at all times with the customers.
0:21:35 > 0:21:38Have a conversation. Talk about anything.
0:21:38 > 0:21:40How did you sleep last night?
0:21:40 > 0:21:44- Pretty good. Not too bad. - Was there anybody snoring?
0:21:44 > 0:21:50As I put the plate down, I look at people. I'm just trying to see if they want something.
0:21:50 > 0:21:52If I go, for example, like that,
0:21:52 > 0:21:55I make him smell my armpit. I don't want that.
0:21:55 > 0:21:57Although, I don't smell bad.
0:21:57 > 0:22:01You see, I'm taking my distance. I put it down and I'm going away.
0:22:01 > 0:22:03That's it. All right, let's go. Go.
0:22:03 > 0:22:07First, it's Danielle, Nikkita and Brooke's turn.
0:22:10 > 0:22:15OK, Danielle, it's good because you have two plates, two hands. This is a perfect thing to do.
0:22:15 > 0:22:18For Fred, a good waiter is always attentive,
0:22:18 > 0:22:21making eye contact with their guests,
0:22:21 > 0:22:23even as they deliver their food.
0:22:23 > 0:22:26It should not be down to the customer
0:22:26 > 0:22:28to try to catch the waiter's eye.
0:22:33 > 0:22:35Can I show you what you've done?
0:22:35 > 0:22:38Brooke, as she was coming to the table,
0:22:38 > 0:22:41she thought it was very funny, so she was kind of giggling.
0:22:41 > 0:22:43She was going like this. Look...
0:22:43 > 0:22:46LAUGHTER
0:22:46 > 0:22:49And then she put the plate down like this.
0:22:49 > 0:22:52- LAUGHTER - It was very funny.
0:22:53 > 0:22:57Wherever they serve, these skills will be fundamental.
0:22:57 > 0:23:00This is better already. Well done.
0:23:00 > 0:23:04- Thank you, sir.- Bon appetit. - Thank you.
0:23:04 > 0:23:10So, look, you see what's happening here. They are talking and ignoring you. Typical, yeah?
0:23:10 > 0:23:15- So what I would do here, I would go for the easy one. - OK.- This one and this one.
0:23:15 > 0:23:22Fred believes every interaction with guests should be performed within specific boundaries.
0:23:22 > 0:23:24He's going inside a comfort zone.
0:23:24 > 0:23:31You are on an imaginary line, you knock on the door, somebody look at you, eye contact, you can come in.
0:23:31 > 0:23:36It's just a comfort zone for the customers. They don't want to be invaded by you.
0:23:36 > 0:23:40I'm quite far away, but not too far. I can still look at them and smile.
0:23:40 > 0:23:43Efficiency, speed, boom-boom-boom!
0:23:43 > 0:23:49The final exercise is to work on the trainees' communication skills. A good waiter is not just attentive.
0:23:49 > 0:23:54They're able to sell their guests the full experience the restaurant has to offer.
0:23:54 > 0:23:58- I'd say, "Good afternoon. How are you, ladies?"- Fine, thank you.
0:23:58 > 0:24:02What can I get you to drink? A glass of champagne maybe?
0:24:02 > 0:24:04- What are you having? - I'm not sure.
0:24:04 > 0:24:08Most people would go, "That's a good idea." Or they would go,
0:24:08 > 0:24:11"No, I'll have a gin and tonic" or "a Bloody Mary".
0:24:11 > 0:24:15Or in a high-street restaurant serving Prosecco, I would say,
0:24:15 > 0:24:21"Good afternoon, ladies. How are you? What can I get you to drink? A glass of Prosecco maybe?"
0:24:21 > 0:24:27- What's "Prosecceto"?- It's an Italian sparkling wine. It's like champagne, only it's made in Italy.
0:24:27 > 0:24:31Very often, it's sweeter than champagne. It's a lovely drink.
0:24:31 > 0:24:35- Glass of Prosecco maybe? - Yes.- That would be lovely.
0:24:35 > 0:24:38- And still or sparkling water? - Still.- Sparkling.
0:24:38 > 0:24:42You'll take the order, so I'll be sitting down.
0:24:43 > 0:24:47Oh, God, I've completely forgotten what I'm supposed to say.
0:24:47 > 0:24:50Good evening. What can I get you to drink?
0:24:50 > 0:24:54- A glass of Proscetta-blah-blah maybe?- Yeah. Why not?
0:24:54 > 0:24:56That would be lovely. Thank you.
0:24:56 > 0:25:00Just before you carry on, what did you think?
0:25:00 > 0:25:03- A bit too fast. - Yeah, you didn't wait.
0:25:03 > 0:25:06- I'm nervous!- Sure, it's normal, it's normal. It will come.
0:25:06 > 0:25:09- Nyah-nyah-nyah!- Just stay there...
0:25:09 > 0:25:14The pressure is scaring me a bit, being thrown in at the deep end.
0:25:14 > 0:25:17We're down here. Fred is up here. We're being thrown in here.
0:25:17 > 0:25:21Don't get distracted. Keep the focus. You've learnt a lot.
0:25:21 > 0:25:26If you can do that, that will give you strength for tomorrow. OK? Well done.
0:25:26 > 0:25:29- Thank you.- Thank you.
0:25:32 > 0:25:36Michel is on his way to meet his trainees.
0:25:36 > 0:25:42He believes the only way for them to really learn is to take on the full responsibilities of a waiter,
0:25:42 > 0:25:47so he's arranged to meet them in London's Canary Wharf at a branch of a major restaurant chain.
0:25:47 > 0:25:51This afternoon, we'll take them to a high-street restaurant
0:25:51 > 0:25:55because they will run the service, they will be serving customers,
0:25:55 > 0:26:01learning the ropes and being confident enough to face the customer and deliver food.
0:26:01 > 0:26:06I don't think I realise the enormity of the challenge that we've got ahead.
0:26:06 > 0:26:12But I'm good today. I've had a good night's sleep, I'm really confident. I'm looking forward to seeing them.
0:26:16 > 0:26:22This is where it starts. Tomorrow, this high-street restaurant will be open to the public.
0:26:22 > 0:26:28- You guys are going to be the only waiters there to serve them. - What? The only waiters?!
0:26:28 > 0:26:30- Serious?- Oh, no!
0:26:30 > 0:26:33- Here?- Here.- Ohhh!
0:26:33 > 0:26:39- Oh, dear.- These guys are taking money out of their own wallet to pay for food
0:26:39 > 0:26:43and they expect the normal service that they get in this restaurant.
0:26:43 > 0:26:50You're going to be trained, you're going to be shown the ropes, given the skills necessary.
0:26:50 > 0:26:52- Happy?- No!- Yes.
0:26:52 > 0:26:57Zizzi's has over 100 branches across the UK and specialises
0:26:57 > 0:27:00in pizza and pasta dishes.
0:27:00 > 0:27:03The average customer spend is £20 per head.
0:27:03 > 0:27:08As with many restaurant chains, there are fixed standards of service.
0:27:08 > 0:27:14In every branch, customers should get the same speed, politeness and efficiency from the waiting staff.
0:27:14 > 0:27:18Doug Love has been a manager with the chain for 18 months.
0:27:18 > 0:27:23Tonight, Michel's trainees will learn working alongside Doug's staff.
0:27:23 > 0:27:26Tomorrow, they will run service all on their own.
0:27:26 > 0:27:33- What do you think about them shadowing your staff?- No amount of classroom training will prepare them.
0:27:33 > 0:27:36If you don't live it and you don't get involved in it...
0:27:36 > 0:27:39I find it a much easier way to teach people.
0:27:39 > 0:27:45A lot of people grasp the aspect of working in this industry by doing it, rather than being told what to do.
0:27:45 > 0:27:48What are they going to really get?
0:27:48 > 0:27:52From tonight's service, they'll see I've got a phenomenal team here.
0:27:52 > 0:27:55They'll see how they interact with the customers,
0:27:55 > 0:28:00the way they take the orders, can they carry two or three plates?
0:28:00 > 0:28:02I'm eager to see how they perform.
0:28:02 > 0:28:08Before the busy evening service begins, Doug wants the trainees to understand the importance of wine.
0:28:08 > 0:28:12A fifth of his restaurant's profits come from drinks.
0:28:12 > 0:28:17Opening bottles at table show the customer the restaurant takes wine seriously.
0:28:17 > 0:28:22Two things with opening wine... Always ask the person that ordered if they'd like to taste.
0:28:22 > 0:28:27Pour to that person first unless somebody particularly wants to taste.
0:28:32 > 0:28:35I'll get some more wine over and we'll all have a go.
0:28:35 > 0:28:37First, it's Niki's turn.
0:28:37 > 0:28:40Let me stop you there for one second.
0:28:40 > 0:28:44That's all right. Try and keep it in your hand, firm grip with this,
0:28:44 > 0:28:47just against the edge, thumb round the other side.
0:28:47 > 0:28:51I've worked in a pub for years. This is really embarrassing.
0:28:51 > 0:28:54Don't worry. There you go. I'll let you carry on.
0:28:54 > 0:28:59Quite a few of them have never opened a bottle of wine before.
0:28:59 > 0:29:04And it shows. Other than maybe a screw-cap or a bag in a box.
0:29:04 > 0:29:07Hold it here. Keep that out of the way.
0:29:07 > 0:29:12And twist. Using your finger and your thumb to hold it all the time.
0:29:12 > 0:29:16Then with the other hand, take this and slowly pull it up.
0:29:16 > 0:29:20- Go on. Pull.- Oh, that's dangerous.
0:29:20 > 0:29:22CORK POPS Ta-da!
0:29:22 > 0:29:26Understanding the wines and sharing their knowledge with customers
0:29:26 > 0:29:29will be essential skills for Michel's trainees.
0:29:29 > 0:29:32Try to get a bit of oxygen in there, swirl it round...
0:29:32 > 0:29:37and you get all that lovely aroma, all the lovely perfume of the grape
0:29:37 > 0:29:42and the fruit and, in this case, oakiness as well because it's been kept in an oak barrel.
0:29:42 > 0:29:47I can't smell no grapes, no strawberries, no watermelon,
0:29:47 > 0:29:52no oak, no plastic, no nothing. I just smell alcohol.
0:29:52 > 0:29:58I guarantee we will be able to get you to tell the difference between a Pinot and a Cabernet.
0:29:58 > 0:30:02Your senses will be awakened to it and it will be there every time.
0:30:02 > 0:30:05Quality costs money. I'm a single parent on benefits.
0:30:05 > 0:30:08I ain't got money to spend on a £30 bottle of wine.
0:30:08 > 0:30:11Unless some prince on a white horse picks me up
0:30:11 > 0:30:14and takes me away and spends £3 million on me,
0:30:14 > 0:30:16I'm never spending £30 on a bottle of wine.
0:30:16 > 0:30:20- Unless some rich footballer wants me.- You're being negative.
0:30:20 > 0:30:24Some people come from absolutely nothing and build themselves up.
0:30:24 > 0:30:27- Well said.- You didn't know you'd be accepted
0:30:27 > 0:30:30and because you were, you've had experience of tasting that wine.
0:30:30 > 0:30:32You want to be a role model for your daughter.
0:30:32 > 0:30:35- I can't be a role model for her.- You are.
0:30:35 > 0:30:40- I got pregnant at 16.- So?- That is not a role model for anybody.
0:30:40 > 0:30:44- My mother was pregnant with me when she was 17.- I was 16.
0:30:44 > 0:30:46- So what?- I had my baby, then he left me.
0:30:49 > 0:30:53Before evening service begins, Michel takes Nikkita aside.
0:30:54 > 0:31:00- I feel like a naughty schoolgirl. What have I done?- You're not. Don't think that. Don't.
0:31:00 > 0:31:03- You know what's annoying me?- What?
0:31:03 > 0:31:08It's that you always think that everybody is against you and the whole world's against you.
0:31:08 > 0:31:14They've all got their lives ahead of them. None of them have got any baggage. I have.
0:31:14 > 0:31:20I'm here to try and make the best of it, but I know I am the one that's going to be sat in the back seat
0:31:20 > 0:31:24- and everybody else will get the opportunity before me.- Not at all.
0:31:24 > 0:31:28If you take my company, my restaurant that I run,
0:31:28 > 0:31:32I have got loads of young girls, maybe not quite as young as you,
0:31:32 > 0:31:38but in the same situation, that have had children and I've taken them back on to work.
0:31:38 > 0:31:44There are a lot of very good bosses out there. You may have just that little bit more...responsibility?
0:31:44 > 0:31:48- Yeah.- But use that as a positive and believe in yourself.
0:31:48 > 0:31:52All right, I believe in you. I believe in you. Come on, let's go.
0:31:52 > 0:31:54I'm getting cold here!
0:31:57 > 0:32:01The evening shift has begun. It's a busy weeknight
0:32:01 > 0:32:06and the restaurant is gearing up to serve up to 150 customers over the evening.
0:32:06 > 0:32:12Michel's trainees will shadow the floor staff to glean all they can about service.
0:32:12 > 0:32:16You won't be serving. You can join in a bit if you feel up to it.
0:32:16 > 0:32:23But you'll be shadowing, seeing how they work, so it's nothing really too much to worry about.
0:32:23 > 0:32:26But a lot to soak in. Well done, guys. Yes, Chef.
0:32:26 > 0:32:28Yes, Chef.
0:32:30 > 0:32:34The restaurant is divided up into four sections.
0:32:34 > 0:32:39A single waiter is responsible for all the food and drink served.
0:32:39 > 0:32:42Danielle is the first to help take an order.
0:32:42 > 0:32:46- Excuse me. Are you ready to order, please?- Eh...- Take your time.
0:32:46 > 0:32:49No problem. It's up to you.
0:32:49 > 0:32:55The pace is relentless. In each section, one waiter can be serving up to 25 diners.
0:32:55 > 0:33:00- Crostini formaggio di capra. - Two of those.- Two of them, yeah. Thank you very much.
0:33:00 > 0:33:05There's a strict order of service. Drinks and olives must arrive first,
0:33:05 > 0:33:11starters within 20 minutes and main courses must be cooked as soon as the starter plates are cleared.
0:33:11 > 0:33:14Those can go into the kitchen. I'm going to be right here.
0:33:14 > 0:33:20When mains are delivered, waiters are expected to offer the finishing touches to the meal.
0:33:20 > 0:33:24- Fettucine carbonara.- Thank you.- Offer if she wants any Parmesan cheese.
0:33:24 > 0:33:28- Would you like any Parmesan cheese? - Yes, please.
0:33:29 > 0:33:34- Is that OK? A bit more? - Yeah, a little bit more. - It's not really coming.
0:33:34 > 0:33:37Turn it?
0:33:37 > 0:33:40Oh! No, that's not your fault at all.
0:33:40 > 0:33:42Oh, much easier!
0:33:45 > 0:33:48Is that enough? Would you like it proper, yeah?
0:33:48 > 0:33:51You were having the linguine, sir?
0:33:51 > 0:33:55- Or the lady. Let's give you a spoon for your linguine, madam.- OK.
0:33:55 > 0:33:58They've got their starters, so they're OK.
0:33:58 > 0:34:00He's got cheese now.
0:34:00 > 0:34:03- You can't keep 'em happy. - Yes, some people are like that.
0:34:03 > 0:34:08Overseeing the floor is the duty manager, who acts like a maitre d'.
0:34:08 > 0:34:12If any waiter needs help, it's his job to step in.
0:34:12 > 0:34:13OK...
0:34:16 > 0:34:20- OK, receipt and card. Thank you. - Have a lovely weekend.
0:34:20 > 0:34:23I like it. I like making people happy.
0:34:23 > 0:34:28When people say "thank you" all the time, it makes you feel dead nice.
0:34:28 > 0:34:29Danielle is doing very nice.
0:34:29 > 0:34:32She's got this confidence that "I can do it",
0:34:32 > 0:34:34which is very, very important.
0:34:34 > 0:34:40But obviously, one hour, two hours is not enough to learn everything.
0:34:40 > 0:34:42Good evening. How are you?
0:34:42 > 0:34:46- Are you ready to order? - Yes, please.- OK...
0:34:46 > 0:34:49For me, personally, the best bit about doing this service
0:34:49 > 0:34:53is seeing the customer with a smile on their face.
0:34:53 > 0:34:59When the customer gives you a smile, you know you've done a good job and they're satisfied.
0:34:59 > 0:35:02With the restaurant at full capacity,
0:35:02 > 0:35:06the trainees can see the speed, efficiency and friendliness expected
0:35:06 > 0:35:09when they take over the following evening.
0:35:09 > 0:35:13Are you going to go now? No, wait a bit longer.
0:35:13 > 0:35:19The evening's shadowing also allows the trainees to see what to do when things don't go to plan.
0:35:19 > 0:35:23Hi. I'm really sorry I said that was mascarpone.
0:35:23 > 0:35:25I didn't know what mascarpone was,
0:35:25 > 0:35:29but I'll get you some now. So you can have that ice cream on the house.
0:35:29 > 0:35:31But I'll go and get you some.
0:35:31 > 0:35:34'Nikkita is very good at dealing with people.'
0:35:34 > 0:35:36That's where she'll prosper.
0:35:36 > 0:35:39I think she'll have difficulty with organising her evening
0:35:39 > 0:35:43and making sure she's doing everything in a logical manner.
0:35:46 > 0:35:49- Do you feel a real good buzz about what you've done today?- Yeah.
0:35:49 > 0:35:52You'll have a full restaurant tomorrow
0:35:52 > 0:35:54and you'll be running it on your own.
0:35:54 > 0:35:57All right, guys, I'm going to leave you.
0:35:58 > 0:36:00ALL: Hip-hip-hooray! Whoo!
0:36:00 > 0:36:04I think, after my little shaky moment,
0:36:04 > 0:36:08not thinking I'd be able to do it, I know myself that I can do it.
0:36:08 > 0:36:11It's just getting past nerves and...
0:36:11 > 0:36:14Basically, you have to have self-confidence.
0:36:14 > 0:36:18It's been a good springboard for everyone for tomorrow,
0:36:18 > 0:36:22so I think if we all put what we've learnt from tonight into tomorrow,
0:36:22 > 0:36:25I think we'll gel quite well and be a good team.
0:36:36 > 0:36:40Tonight was just an exercise. Tomorrow is for real, full-on.
0:36:40 > 0:36:43I think that tomorrow morning they're going to wake up
0:36:43 > 0:36:47and really realise the enormity of the task ahead of them.
0:36:57 > 0:37:02Michel's trainees have now had three days' intensive training.
0:37:02 > 0:37:08Tonight, he wants to see how they cope with the responsibility of real paying customers.
0:37:08 > 0:37:12They'll take charge of service on their own for the whole evening.
0:37:12 > 0:37:16Before opening, Michel wants to introduce them to another key skill.
0:37:16 > 0:37:21It's not just about how to serve, but knowing what you're serving.
0:37:21 > 0:37:27In my restaurant, every Saturday afternoon, we have a big meeting with all the staff.
0:37:27 > 0:37:33We go through all the ingredients of the new dishes and the house specials, things like that,
0:37:33 > 0:37:36and we get to taste them. The waiters get to taste them.
0:37:36 > 0:37:43Then they know exactly what they're putting on the plate in front of the customer and they understand it.
0:37:43 > 0:37:49That's vital. All of these ingredients are somewhere in the dishes we'll be serving tonight.
0:37:49 > 0:37:55- Anchovy - you said you'd never tried one. They're from Sicily. - It's hairy! It's got hairs on it!
0:37:55 > 0:37:59- They're little bones, but you can eat them.- I will not.- Try one.
0:37:59 > 0:38:03Go on, you do it. You have the hairy piece there. Dirty boy!
0:38:03 > 0:38:05I want the tiniest little piece.
0:38:05 > 0:38:08I'm sure you've had anchovy before.
0:38:08 > 0:38:10Wow, it's salty!
0:38:11 > 0:38:17As far as Michel is concerned, knowing the ingredients is more important than personal taste.
0:38:18 > 0:38:24Even if you don't like it, anchovies, for example, or olives, you've got to sound genuine.
0:38:24 > 0:38:28You never say to the customer, "Oh, no, I don't like that!"
0:38:28 > 0:38:35Lie. Tell a little porky. To be able to sell your menu properly, you've got to understand it inside out.
0:38:35 > 0:38:38The trainees are left to study the menu
0:38:38 > 0:38:42and see how these ingredients are incorporated into the dishes.
0:38:42 > 0:38:45My partner here is interested in the duck risotto.
0:38:45 > 0:38:47That is a "comfy" duck leg...
0:38:47 > 0:38:50Comfy? Soft and comfy?! LAUGHTER
0:38:50 > 0:38:52It's a confit duck leg.
0:38:52 > 0:38:56With a saucy red wine. It's a cheeky little number.
0:38:56 > 0:39:03While the trainees familiarise themselves with the menu, Ashley decides to make everyone a coffee.
0:39:03 > 0:39:06- Is that extra comfort? - Extra comfort!
0:39:07 > 0:39:11Who else ordered a cappuccino?
0:39:11 > 0:39:16- Get the tray off the table! - That's the cappuccino. Where's the hot chocolate?
0:39:16 > 0:39:20- Are we not allowed to put the tray on the table?- No.- Thank you, darling.
0:39:20 > 0:39:22Excuse me, sir. You forgot one thing.
0:39:22 > 0:39:25- You forgot one thing. - You forgot sugar.
0:39:25 > 0:39:28- I'm getting it now.- Hurry up! You could have brought it with that.
0:39:28 > 0:39:31- Get to it.- It's behind the bar.
0:39:31 > 0:39:33- He should've brought it with him. - I know.
0:39:33 > 0:39:36Don't ask BLEEP me! Ask your BLEEP self!
0:39:36 > 0:39:39How can I ask myself?
0:39:39 > 0:39:41BLEEP! BLEEP!
0:39:41 > 0:39:43LAUGHTER
0:39:43 > 0:39:47Coming up to me, "You bad boy," do you know what I mean?
0:39:47 > 0:39:51It was me who thought of asking for coffees, know what I mean? Then...
0:39:51 > 0:39:53CONVERSATION CONTINUES
0:39:53 > 0:39:56Jarel, hang on a minute. Hey!
0:39:57 > 0:40:00I did ask you guys something.
0:40:00 > 0:40:06- I asked you to read the menu.- We've been asking each other questions. - It's for your benefit.
0:40:06 > 0:40:08Listen. Just listen to me.
0:40:08 > 0:40:09I was over there
0:40:09 > 0:40:15and all I could hear was screaming, laughing, swearing.
0:40:15 > 0:40:17- Yeah?- Sorry.- It's not acceptable.
0:40:17 > 0:40:21At least do me the honour of reading the menu.
0:40:23 > 0:40:25Read the menu...
0:40:25 > 0:40:28I've gone and got what they wanted and I took it over there.
0:40:28 > 0:40:34Everyone just started demanding off me, "Where's this, where's that, where's the other?"
0:40:34 > 0:40:38I can't live with other people. I can't do it. Not who I clash with.
0:40:38 > 0:40:41I'm not asking you to like 'em or love 'em.
0:40:41 > 0:40:43Get on with them, yeah, because that's life.
0:40:43 > 0:40:47In life, you have to work with people you don't like.
0:40:47 > 0:40:52You'll get challenges like this. You'll get a ratty customer who'll talk to you badly.
0:40:52 > 0:40:56You know, you've got to deal with it. You've got to deal with it.
0:41:02 > 0:41:08With only an hour left before doors open, the restaurant is now in the hands of the trainees.
0:41:08 > 0:41:10Fred is helping their preparations.
0:41:10 > 0:41:17For him, waiters are totally responsible for the cleanliness and appearance of the whole restaurant.
0:41:17 > 0:41:19And that means everywhere.
0:41:19 > 0:41:24OK, let's start with this one. So you've got one, two, three, four toilets.
0:41:24 > 0:41:27Clean them all in the same way.
0:41:27 > 0:41:33- You've got some gloves.- Oh, my God! I'll definitely look like the killer out of Hostel now with them on.
0:41:33 > 0:41:37- All right. It's very important that it's very clean, OK?- Yeah.
0:41:37 > 0:41:44If the toilets aren't clean, when people come here, they're going to think, "My God, look at this!"
0:41:44 > 0:41:46Enjoy yourself.
0:41:47 > 0:41:52- Have you finished? Have you finished to clean your tables? - No, I've got to line them up.
0:41:52 > 0:41:56- OK. So you line them up? - I'm just looking at this.
0:41:56 > 0:42:00- You can't waste your time now. - Missed a bit.- Can't waste your time.
0:42:00 > 0:42:03I didn't think there was this much what would go into it.
0:42:03 > 0:42:07I really didn't. I think I'm going to find it really challenging.
0:42:09 > 0:42:15- Nikkita?- That's what I was doing when it was up there, but now it's over there, so I can't do it.
0:42:15 > 0:42:21- Then you share or get another one. - There isn't another one. That's why it was up there.- We'll see. Nikkita!
0:42:21 > 0:42:27- Can you please not give me the...? - I'm not. It's just that I know what I'm doing anyway.- Just don't do it.
0:42:27 > 0:42:29- Thank you.- BLEEP.
0:42:29 > 0:42:36For tonight's service, the trainees will take on specific roles just like the restaurant's regular staff
0:42:36 > 0:42:39and Fred and Michel will decide on the make-up of their team.
0:42:39 > 0:42:46This will change each week and it's a way of seeing how each trainee responds to the different roles.
0:42:46 > 0:42:51At the end of the training programme, it will help Michel make his decision
0:42:51 > 0:42:55as to who should be awarded the two scholarships.
0:42:55 > 0:42:59First off, Niki... You're going to be working on the floor.
0:42:59 > 0:43:02- As a waitress.- Right.
0:43:02 > 0:43:06- Thomas, you're working behind the bar.- I love it.
0:43:06 > 0:43:10Brooke, keep smiling, you're working on the floor.
0:43:10 > 0:43:15James, I want you to meet and greet and work at reception.
0:43:15 > 0:43:17Yes, Chef.
0:43:17 > 0:43:21Ashley, I want you working on the floor, as well.
0:43:23 > 0:43:24Jarel...
0:43:27 > 0:43:29..I want you working on this side of the bar,
0:43:29 > 0:43:31taking the drinks to the table. Bar waiter.
0:43:31 > 0:43:35- I won't let you down, Chef.- That leaves me two positions to fill.
0:43:35 > 0:43:38And that is of maitre d'.
0:43:38 > 0:43:41And floor. So it's between you two.
0:43:43 > 0:43:45I want...
0:43:45 > 0:43:49- Nikkita to work on the floor. - Phew!
0:43:49 > 0:43:53- Which means you are our maitre d' for tonight.- What do I do?
0:43:53 > 0:43:55Go on, Danielle.
0:43:55 > 0:43:59It's up to all the others to work with you and for you.
0:43:59 > 0:44:02It's a position of seniority.
0:44:02 > 0:44:06- Did you hear that, guys?- Don't... - Sorry.- Don't abuse that.
0:44:07 > 0:44:13I will be coming back here tonight to have dinner and watch you guys perform.
0:44:13 > 0:44:16Don't let me down. Don't let Fred down.
0:44:16 > 0:44:21But, above all, don't let yourselves down. Yeah?
0:44:21 > 0:44:25I can't believe they've filled this place up with bookings tonight.
0:44:25 > 0:44:27I can't believe you've let us loose!
0:44:33 > 0:44:36In terms of hospitality, I think they will be fine.
0:44:36 > 0:44:42I think as a service, putting plates down, clearing, serving drinks, opening a bottle of wine...
0:44:42 > 0:44:48This is where it's going to go down, I think, and I'm just bracing myself for it.
0:44:48 > 0:44:50But we'll see. We'll see.
0:44:52 > 0:44:55It's 6.30 and the restaurant is open for business.
0:44:55 > 0:45:01Michel, Fred and restaurant manager Doug will be sat monitoring the trainees' progress.
0:45:01 > 0:45:05As the first bookings arrive, it's a chance for the trainees
0:45:05 > 0:45:08to acquaint themselves with their roles.
0:45:08 > 0:45:10Brooke is your waitress this evening.
0:45:10 > 0:45:13I'm Niki. I'm your waitress tonight.
0:45:13 > 0:45:15That way, isn't it?
0:45:15 > 0:45:18- I learnt from the best.- You'll have cracked it by the end of the night.
0:45:18 > 0:45:21- Tell me when.- That's perfect.
0:45:21 > 0:45:27- What's your name again?- Nikkita. - Nikkita?- Yeah. I'll be back in one second with your drinks.
0:45:27 > 0:45:32The three ladies have straight Pimm's, wow!
0:45:32 > 0:45:37It's going to be a busy night. 60 customers are booked.
0:45:37 > 0:45:42And as a high-street restaurant, a number of tables have been set aside for passers-by or walk-ins.
0:45:42 > 0:45:47Can I offer you a glass of...prosciutto?
0:45:47 > 0:45:53With his role on the door, it's James' responsibility to work out where each party of guests will sit.
0:45:53 > 0:45:56You're looking very nautical. Very nice. We're by the river.
0:45:56 > 0:46:00Overseeing the whole restaurant is maitre d' Danielle.
0:46:00 > 0:46:04- Have you asked for garlic and olives?- The bread, yeah, and olives.
0:46:04 > 0:46:08- And the water? - Yeah, water's coming.- Awesome!
0:46:08 > 0:46:11All day long, I've been looking forward to a beer.
0:46:11 > 0:46:13Good. Nice, cold glass, as well.
0:46:13 > 0:46:19Early in the evening and Niki is the first of the trainees to be presented with a test.
0:46:19 > 0:46:22- We're going to need another two Peronis.- Large?
0:46:22 > 0:46:26Since you mention it, we've been asking for large ones.
0:46:26 > 0:46:27These are only small ones.
0:46:27 > 0:46:33- It's not a problem. - No, if you've been ordering... I've been writing "large" on it.
0:46:33 > 0:46:39- I'll check with them and see what's been going on.- Make sure we don't get charged for that.- No, absolutely.
0:46:39 > 0:46:44As a top manager, Fred knows the key to solving problems is to step in early.
0:46:44 > 0:46:46You've got to let them do their job.
0:46:46 > 0:46:48I'm trying to help them. I can't help it.
0:46:48 > 0:46:52I know you want to do it, but sit down. Give them another ten minutes.
0:46:52 > 0:46:55I won't move. They're on their own.
0:46:55 > 0:46:58It's Danielle's job to sort out the confusion.
0:46:58 > 0:47:03- Have they drunk them? - Yeah. I've been writing "large", but they've been getting small.
0:47:03 > 0:47:06- They drank it?- Yeah.- What can we do?
0:47:06 > 0:47:10Just make sure they get charged for small and not large.
0:47:10 > 0:47:12- What table number is it?- 16.
0:47:14 > 0:47:17Can I offer you a glass of..."proscetto"?
0:47:20 > 0:47:22I think so, yeah.
0:47:22 > 0:47:26In Ashley's section, there's confusion over the order of service.
0:47:26 > 0:47:28He's taken a customer's drinks order,
0:47:28 > 0:47:30but won't take down their food order
0:47:30 > 0:47:35until drinks team Tom and Jarel have delivered their wine.
0:47:35 > 0:47:37That was over 20 minutes ago.
0:47:37 > 0:47:40- You haven't taken our order yet for our food.- I know.
0:47:40 > 0:47:43I need to get you the drinks. I'm really sorry.
0:47:43 > 0:47:47So you take 20 minutes to get us drinks? Thank you so much(!)
0:47:47 > 0:47:50I'll be back in two minutes.
0:47:50 > 0:47:52Where is Danielle?
0:47:52 > 0:47:58We were thirsty when we arrived, but when we said, "You could take our food order,"
0:47:58 > 0:48:02he said he couldn't do that until he had brought us our drinks.
0:48:02 > 0:48:05- The woman hates me. - You haven't got your drinks yet?- No.
0:48:05 > 0:48:11- How long have you been waiting? - A while.- What did you order? - Two glasses of house red.- OK.
0:48:13 > 0:48:15Seven... Two glasses of house red.
0:48:15 > 0:48:18Tom, two glasses of house red, table seven.
0:48:18 > 0:48:24- She hates me. - Yeah, they've been waiting a while. You should've said.
0:48:24 > 0:48:28I don't think Ashley has set foot in a restaurant like this before,
0:48:28 > 0:48:33so he doesn't understand even the fundamentals of having a starter, a main and a dessert.
0:48:33 > 0:48:36Jesus Christ! This is stressful, man.
0:48:38 > 0:48:41I have wine.
0:48:41 > 0:48:43With the restaurant almost full,
0:48:43 > 0:48:46Ashley's not the only one feeling the pressure.
0:48:46 > 0:48:51We've got problems. I just gave away a booked table to walk-ins,
0:48:51 > 0:48:53hoping that by the booking time of 8.30,
0:48:53 > 0:48:56our first table would have left.
0:48:56 > 0:48:58They've been eating for an hour and a half
0:48:58 > 0:49:00and are still waiting on their puddings.
0:49:00 > 0:49:04If that happens, people who have booked won't have a table.
0:49:04 > 0:49:07A seating mix-up like this one is where a maitre d'
0:49:07 > 0:49:09should come into their own.
0:49:09 > 0:49:14- Yeah?- In 20 minutes, we've got three more people coming in, three more groups.
0:49:14 > 0:49:17- Walk-ins? - No, wait. Coming in, OK?
0:49:17 > 0:49:21Because we've had so many walk-ins, their tables are currently taken.
0:49:21 > 0:49:26We need to get the first three tables. They've been here for over an hour and 40 minutes.
0:49:26 > 0:49:29- Tables 4, 16 and 18? - I've already told...
0:49:29 > 0:49:34- Number 8?- Speak to the waiters. Ask them if they want anything else. If not, ask for the bill.
0:49:34 > 0:49:36- 4, 16 and 8.- Out now?
0:49:36 > 0:49:41Yeah... No, not now. They need to be out in the next 20 minutes.
0:49:41 > 0:49:44- Table 16... Are you table 16? - Yeah, there.
0:49:44 > 0:49:47They need to be out within the next ten minutes or so.
0:49:47 > 0:49:51- They've just ordered dessert. - You are joking?- No. Why?
0:49:53 > 0:49:56Danielle decides to take immediate action.
0:49:56 > 0:50:03- Sorry to rush you, but this table's reserved for 15 minutes. Sorry to rush you and everything.- OK.
0:50:03 > 0:50:07I've had to ask four tables to leave. Four tables.
0:50:11 > 0:50:15They'd arrived and we were being told, "Can you leave now?"
0:50:15 > 0:50:18Well, I'm paying. It's not a free service.
0:50:18 > 0:50:22Please, let us relax a bit and just finish our meal.
0:50:22 > 0:50:28Although they've got bookings, if their timings had been right, that wouldn't have been necessary.
0:50:28 > 0:50:31- I'm under a lot of stress. - We all are, honey.
0:50:31 > 0:50:35So far, over 20 walk-ins have turned up without bookings.
0:50:35 > 0:50:39With the increased numbers, James is having to create more tables
0:50:39 > 0:50:42and is giving them random table numbers.
0:50:42 > 0:50:46He's failing to pass the information on.
0:50:46 > 0:50:49Where's table number 98? No-one knows where they are.
0:50:49 > 0:50:5398... It's probably these guys over there or these guys over there.
0:50:53 > 0:50:57- They're waiting for their bill. - So these guys haven't eaten yet?
0:50:57 > 0:51:03- They've not eaten? Are you serious? - I don't know.- No, they have eaten. - Have they eaten? OK.
0:51:03 > 0:51:08- As the orders come in for random tables...- Table 17 is mine, but there is no table 17.
0:51:08 > 0:51:12..no-one knows who the food is supposed to be going to.
0:51:12 > 0:51:14Who's got table 18?
0:51:14 > 0:51:16101?!
0:51:18 > 0:51:20Excuse me!
0:51:20 > 0:51:22People are making up table numbers.
0:51:22 > 0:51:28Everyone's pizzas are cold because people are making up table numbers and not even telling us.
0:51:28 > 0:51:33While they try to sort out the confusion, food is backing up in the kitchen.
0:51:33 > 0:51:36We've been waiting half an hour and just got the water.
0:51:36 > 0:51:40It's very stressful for me to watch this unravel in front of me.
0:51:40 > 0:51:44Excuse me, please. I need them drinks now!
0:51:44 > 0:51:49Tom, Tom! I need a bottle of water and I need that wine. Please!
0:51:49 > 0:51:55Things were going really well up until about half an hour ago, then everybody just turned up and...
0:51:55 > 0:51:59It's that time during service where you've still got starters going,
0:51:59 > 0:52:04mains, desserts, people asking for bills, coffee, and you have got to have it all in your mind.
0:52:06 > 0:52:09We've had to ask if we could order the main course,
0:52:09 > 0:52:13ask if we could have drinks, ask if we could order the pudding.
0:52:13 > 0:52:16Hot food is starting to go cold.
0:52:16 > 0:52:20Here's your garlic bread. I'm so sorry. I'm so sorry.
0:52:20 > 0:52:23Cold food is starting to melt.
0:52:23 > 0:52:25Well, that long...
0:52:25 > 0:52:27Oh, we're here.
0:52:27 > 0:52:32- I'm really, really sorry. If I had money, I'd pay for it for you. - Thank you.
0:52:32 > 0:52:34One duck, one gnocchi, out!
0:52:34 > 0:52:40Re-laying tables now has thrown everything we've done in training and they're out of their depth.
0:52:40 > 0:52:44- And this is table 98. - Table 10?
0:52:44 > 0:52:46And table 98. Pick up which one you like.
0:52:46 > 0:52:50Table 10 is my table and I didn't order no pizzas.
0:52:50 > 0:52:55I think we've had already four waiters on our table within 15 minutes.
0:52:55 > 0:52:57Is this for you guys, yeah?
0:52:57 > 0:53:00I don't think so.
0:53:01 > 0:53:03OK. Sorry.
0:53:03 > 0:53:06Wrong order again. Wrong order again!
0:53:06 > 0:53:11With the pressure on the floor increasing, Ashley takes refuge in the kitchen.
0:53:11 > 0:53:14That's really hot, isn't it, that?
0:53:14 > 0:53:17What's the heat in there? 300 degrees?
0:53:18 > 0:53:21And with the desertion of his post, Fred steps in.
0:53:21 > 0:53:25Have a seat. I'll get a waiter for you. All right? Thank you.
0:53:25 > 0:53:28We need to clean it, yeah? Give me a second.
0:53:28 > 0:53:32I think Ashley's station is like the Titanic. It's just gone down.
0:53:32 > 0:53:35Guys, they need service. Rapid!
0:53:35 > 0:53:39This kind of service would not happen in our restaurants
0:53:39 > 0:53:43and we wouldn't expect it in a high-street restaurant either -
0:53:43 > 0:53:48having to wait for your order, being served only three glasses out of four,
0:53:48 > 0:53:51waiting half an hour to be cleared.
0:53:51 > 0:53:53It just wouldn't happen.
0:53:53 > 0:53:57You could only do that for a month, then you would be shot.
0:53:57 > 0:53:59This is really embarrassing.
0:53:59 > 0:54:04Amidst the chaos, Fred's basic lessons of service are being forgotten.
0:54:04 > 0:54:06It'd be OK, but it's a bit sweaty.
0:54:06 > 0:54:11In terms of teamwork, I'm not quite sure they've got it really.
0:54:11 > 0:54:14They missed the customers, the eye contact.
0:54:14 > 0:54:18They missed the smiles. They missed saying "thank you".
0:54:18 > 0:54:20They really missed the essentials.
0:54:20 > 0:54:24That's all it needed - a man's touch. He made it look easy.
0:54:25 > 0:54:29By 10pm, the restaurant is starting to empty.
0:54:29 > 0:54:33With no diners in his section, Ashley decides to call it a day.
0:54:33 > 0:54:35- It was crazy, it was madness.- Ash!
0:54:35 > 0:54:38Drink this, then we need to get bang on it.
0:54:38 > 0:54:43- I've finished.- No, no-one's finished until the whole thing's finished.
0:54:43 > 0:54:46I've been running up and down all night.
0:54:46 > 0:54:50Let's not raise our voice in front of the customers. Drink your water.
0:54:50 > 0:54:53Go and see what Danielle wants you to do.
0:54:53 > 0:54:55- I'm doing fine with them... - That's great.
0:54:55 > 0:54:58- Danielle, come on. - What did you want me to do?
0:54:58 > 0:55:01Just look after your own section.
0:55:01 > 0:55:04I've had to do loads of stuff in your section.
0:55:04 > 0:55:08I'm not having a go at you. I'm just trying to keep everything going.
0:55:08 > 0:55:12- I've been trying my hardest. - I know, but can you try harder?
0:55:12 > 0:55:15I'll try harder, but don't tell me off for it.
0:55:15 > 0:55:19- At the beginning of the night, Danielle made me- BLEEP - four customers. Seriously.
0:55:19 > 0:55:22Come and do it then!
0:55:22 > 0:55:27- BLEEP- sake! Over there, shouting his mouth off. Why doesn't he come and do it?
0:55:27 > 0:55:31I've cleaned four of your tables and served three of your customers.
0:55:31 > 0:55:35- We haven't got time to drink. - That's what I mean.
0:55:37 > 0:55:39BLEEP that.
0:55:39 > 0:55:45Waiters, maitre d's, serving staff should never argue in front of the customer - full stop.
0:55:45 > 0:55:50While they're arguing, nobody is looking after the customers.
0:55:51 > 0:55:54At the end of five hours of service,
0:55:54 > 0:55:59the trainees have served their 60 booked customers and countless walk-ins.
0:55:59 > 0:56:01Fred and Michel have been assessing
0:56:01 > 0:56:04just how satisfied these customers were
0:56:04 > 0:56:07and how successfully their trainees served them.
0:56:10 > 0:56:14You're probably not going to like what I'm going to say.
0:56:14 > 0:56:18And if you're going to learn, I can't lie to you.
0:56:18 > 0:56:23Mistakes were made that are unacceptable at any level,
0:56:23 > 0:56:26be it high-street restaurant or fine dining
0:56:26 > 0:56:33or the fact that the customer is paying £5, £50, £500.
0:56:33 > 0:56:36Customer expectations are the same.
0:56:38 > 0:56:41We should never let our customers down.
0:56:41 > 0:56:47I saw tables waiting for a simple "hello".
0:56:47 > 0:56:52I gave you my system and you haven't read it. I'm a bit disappointed.
0:56:52 > 0:56:58I saw people giving the bill without even looking at the customers in the eyes and saying "thank you".
0:56:58 > 0:57:03One thing I didn't like was arguing in front of the customers. That shouldn't happen.
0:57:05 > 0:57:10They are basics, true basics that you have got to grasp.
0:57:10 > 0:57:14Welcome to the catering industry, guys.
0:57:15 > 0:57:21It was very scatty, all over the place. We didn't really know what we were doing.
0:57:21 > 0:57:25It was very loud, very running around everywhere.
0:57:25 > 0:57:30I think I've got a mountain to climb. I've got to go back to basics with these guys.
0:57:30 > 0:57:33I mean, teach them basic manners.
0:57:33 > 0:57:37The worst thing about it was definitely everyone coming up to me,
0:57:37 > 0:57:40saying, "Danielle, what shall I do about this?"
0:57:40 > 0:57:43I was like, "Jesus Christ, I don't know anything myself!"
0:57:43 > 0:57:48I mean, thinking that they can serve in a Michelin-starred restaurant...
0:57:48 > 0:57:50I mean, wow, there's, you know...
0:57:50 > 0:57:56It was stressful. Service was the most stressful thing I've been through in my entire life.
0:57:56 > 0:57:58How am I going to turn them around
0:57:58 > 0:58:04into a bunch of professional waiters, maitre d's, sommeliers?
0:58:04 > 0:58:07How is that going to happen?
0:58:07 > 0:58:10Next time, Michel sends his trainees back to basics.
0:58:10 > 0:58:14- Set breakfast, baked beans! - What on earth are they?
0:58:14 > 0:58:18Before they take over service at a top Birmingham curry house
0:58:18 > 0:58:21where the owner believes the guest is God.
0:58:21 > 0:58:23The order's wrong.
0:58:23 > 0:58:26We are giving them a bad service and sending them cold food.
0:58:26 > 0:58:28How difficult is it to serve three tables?
0:58:28 > 0:58:30It's obviously very difficult!