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 slap-dash.
0:00:10 > 0:00:14Great restaurants need great front-of-house.
0:00:14 > 0:00:17'Michel Roux is renowned for his passion for great food.'
0:00:17 > 0:00:20And clear. Table eight, clear.
0:00:20 > 0:00:23'Now, he's on another mission.'
0:00:23 > 0:00:29I deal with 25 front-of-house and only one British maitre d. We need more British waiters.
0:00:29 > 0:00:34Being unemployed is horrible. I want to have a career, hopefully.
0:00:34 > 0:00:38I know what I'm capable of and how much I can achieve.
0:00:38 > 0:00:42'Michel believes that working in front-of-house
0:00:42 > 0:00:44'can be a lifelong and rewarding career.'
0:00:44 > 0:00:49I want to take kids that have never been in a fine dining restaurant
0:00:49 > 0:00:53and prove that it is possible to climb that ladder.
0:00:53 > 0:00:58'In eight weeks, Michel will take his trainees from the basics through to the top,
0:00:58 > 0:01:03- 'from high-street cafes...' - One set breakfast, baked beans.
0:01:03 > 0:01:06- '..to country house hotels..' - Welcome to Bovey Castle.
0:01:06 > 0:01:10'..to the world of Michelin-starred formality.'
0:01:10 > 0:01:13If we can do this, we can do anything.
0:01:13 > 0:01:18Wonderful locations, great experiences, beautiful palaces.
0:01:18 > 0:01:21That is what this industry can give you.
0:01:21 > 0:01:25If you are dedicated enough, the world is your oyster.
0:01:25 > 0:01:29'Michel will select the two outstanding trainees
0:01:29 > 0:01:33'and award them life-changing scholarships, to launch them
0:01:33 > 0:01:35'in careers in front-of-house.'
0:01:35 > 0:01:37It's not just delivering food.
0:01:37 > 0:01:41I want people to take pride in serving.
0:01:41 > 0:01:43Perfect!
0:01:43 > 0:01:48If you give your all as a waiter, what you get back is immense.
0:01:50 > 0:01:54'Last time, the trainees began their waiting education,
0:01:54 > 0:01:57'taking over service in a high-street chain.'
0:01:57 > 0:02:03I just cleaned four of your tables and served three of your customers!
0:02:03 > 0:02:08'He wants them to learn how family-run restaurants make customers keep returning.'
0:02:08 > 0:02:11- Everything is easy. - You're in safe hands.
0:02:11 > 0:02:16'..as they take over service in one of Birmingham's top curry houses.'
0:02:16 > 0:02:20This is Indian fine dining and you have to serve it
0:02:20 > 0:02:23with as much elegance as the chef put in these bowls.
0:02:23 > 0:02:28They're vegetarians and I've just took a lamb to them.
0:02:35 > 0:02:40'Two weeks into his mission, Michel Roux has a lesson for his trainees -
0:02:40 > 0:02:44'how to get customers coming back again and again.
0:02:44 > 0:02:50'He wants them to see how successful family-run restaurants do this - friendly, attentive service.'
0:02:50 > 0:02:54There are many thousands of independent restaurants.
0:02:54 > 0:02:56Their lifeblood is repeat custom.
0:02:56 > 0:03:01They have to pamper and look after their customers almost like family.
0:03:01 > 0:03:05That is the basic lesson I want my trainees to learn.
0:03:09 > 0:03:14'To prepare them for the challenge, they're going back to basics
0:03:14 > 0:03:16'to experience service in the raw.'
0:03:16 > 0:03:19Set breakfast. Baked beans.
0:03:19 > 0:03:23'Specialising in fry-ups, the Regency Cafe in London
0:03:23 > 0:03:26'has been family-run since 1946.'
0:03:29 > 0:03:33Good morning, everyone. This is a great cafe.
0:03:33 > 0:03:37Not especially for its food - a bacon butty is a bacon butty.
0:03:37 > 0:03:43The reason why this place is still open after so many years is repeat custom.
0:03:43 > 0:03:48People come back because they're recognised. That is service.
0:03:48 > 0:03:52It's similar to the service that I give in my restaurant.
0:03:52 > 0:03:58I've just had a quick look at you all. What on Earth are they?
0:03:58 > 0:04:04- Shoes.- There's no way you'll spend a day on your feet with them on.
0:04:04 > 0:04:09And it's dangerous. They were the basics that we talked about.
0:04:09 > 0:04:12Get the basics right.
0:04:14 > 0:04:18'Service is run by owner Claudia Perotti.
0:04:19 > 0:04:25Claudia's role is very similar to a maitre d. She is the focal point.
0:04:25 > 0:04:32She is the one who is in control of all service in this cafe.
0:04:32 > 0:04:36'Claudia is a one-woman waiting team. She takes orders,
0:04:36 > 0:04:41'passes instructions to the kitchen and makes hot drinks and toast.'
0:04:41 > 0:04:44All yours. I'll get your tea.
0:04:44 > 0:04:50'With the customers seated, Claudia tells them clearly when their orders are ready.'
0:04:50 > 0:04:52Set breakfast. Baked beans.
0:04:52 > 0:04:57'Although relentless, Claudia finds time to engage with her regulars.'
0:04:57 > 0:05:01- She can get 40 breakfasts out in half an hour.- 40?
0:05:01 > 0:05:03Sometimes the queue's out the door.
0:05:03 > 0:05:05Hi, Eric. Cup of tea?
0:05:05 > 0:05:10The customers here come back time and time again. Why?
0:05:10 > 0:05:15Because she knows them by name, how many sugars they want in their tea.
0:05:15 > 0:05:18She gives them a smile. She gives them a hug.
0:05:18 > 0:05:21You want to be a good part of their working day.
0:05:21 > 0:05:25They have to go off somewhere and be miserable.
0:05:25 > 0:05:27They might as well be happy there.
0:05:27 > 0:05:32'The trainees will be getting a taste of Claudia's job
0:05:32 > 0:05:37'through the busy breakfast and lunch rush hours.'
0:05:37 > 0:05:42Customers come in. We need to keep them rolling cos we get quite busy.
0:05:42 > 0:05:45We get quite huge queues sometimes.
0:05:45 > 0:05:49You want them to come and keep that motion going like that.
0:05:49 > 0:05:54Tea or coffee? Make it straight away. Toast? Put it on. Cold drink? Get it.
0:05:54 > 0:06:00- LOUDLY:- Two brown toasts. One set breakfast, baked beans!
0:06:00 > 0:06:04That's the fun part. Don't be afraid. Anyone want to have a go?
0:06:04 > 0:06:07Two sausage and hash brown!
0:06:10 > 0:06:15'Taking his turn behind the counter, 20-year-old Yorkshire lad Ashley.'
0:06:16 > 0:06:19That's 5.50, please.
0:06:21 > 0:06:24- I'll make them the toast.- Yeah.
0:06:24 > 0:06:27It's black. It's black. GIGGLES
0:06:27 > 0:06:31- Start again.- Shall I put it back in? - Start again.- Sorry.
0:06:31 > 0:06:35When it comes to service, he is totally lost.
0:06:35 > 0:06:38- Where do you want me to write that? - On the bag.
0:06:38 > 0:06:41He's got natural charm and he carries it off.
0:06:41 > 0:06:45Are you all right? What would you like to order, sir?
0:06:45 > 0:06:48He is looking the customer in the eye.
0:06:48 > 0:06:52You can see that he is genuinely interested and he is genuine.
0:06:53 > 0:06:55It's warm.
0:06:55 > 0:06:58'Natural charm can go a long way in the industry,
0:06:58 > 0:07:01'but knowing where to draw the line is important.'
0:07:01 > 0:07:04GIGGLES FLIRTATIOUSLY
0:07:04 > 0:07:07'After being told off for inappropriate footwear,
0:07:07 > 0:07:13'Nikkita and Brooke seem more interested in looking good than doing the job.'
0:07:13 > 0:07:16- Want a tea?- Go on, then.
0:07:16 > 0:07:20- What's your name?- Joe. - I'm Brooke.- What's your number?
0:07:20 > 0:07:23I haven't got a phone.
0:07:23 > 0:07:28- You do it.- Me?- Give me your number cos I ain't got a phone.
0:07:28 > 0:07:30077899...
0:07:30 > 0:07:36'Given the task ahead of them, chatting up a customer is not what Michel expects from a trainee.'
0:07:36 > 0:07:43In a few weeks, they are supposed to be running a Michelin-starred restaurant in Paris.
0:07:43 > 0:07:46There isn't a hope in hell of that happening
0:07:46 > 0:07:51if they start flirting with customers or not paying attention.
0:07:51 > 0:07:56'18-year-old Brooke has had a number of jobs in the service industry.'
0:07:56 > 0:08:00Really, my ambition is, when I'm old enough,
0:08:00 > 0:08:02to run my own restaurant.
0:08:02 > 0:08:07'Up until then, I want to do anything I can'
0:08:07 > 0:08:09to gain my experience.
0:08:09 > 0:08:13Waitressing is glamorous if you want to make it glamorous.
0:08:13 > 0:08:17If you want it, you make it a nice job.
0:08:17 > 0:08:19You know what's coming, don't you?
0:08:19 > 0:08:23- Mm-hm.- Mm-hm. Look at me, at least.
0:08:23 > 0:08:27Flirting with customers, exchanging phone numbers is not on.
0:08:27 > 0:08:31You can do that in a night club or a pub.
0:08:31 > 0:08:37Not whilst you are, supposedly, learning your trade or almost being employed.
0:08:37 > 0:08:43- You've let me down, honestly. - I'm not going to argue.- Look at me.
0:08:43 > 0:08:47Think of that guy. He may not be a regular customer.
0:08:47 > 0:08:52He's walked away thinking, "I can come here and pick up some chicks."
0:08:52 > 0:08:56It's a cafe, a restaurant. It's not a knocking shop.
0:08:56 > 0:08:58Don't do it again.
0:09:00 > 0:09:06'Trainees range from those who left school at 16 to university graduates.
0:09:06 > 0:09:12'He hopes that Jarel, who has an NVQ in catering, will be a natural.'
0:09:12 > 0:09:16- Jarel, you look tired. - I'm doing that through boredom.
0:09:16 > 0:09:19You won't be up there. Let's go.
0:09:21 > 0:09:25- You up for this? - SARCASTICALLY: How can I help you?
0:09:27 > 0:09:33LOUDLY: Chips, tomatoes, a black pudding, bacon and egg.
0:09:33 > 0:09:36JAREL: That's quick, ain't it? Oh, my gosh!
0:09:36 > 0:09:43Help yourself to ketchup and brown sauce and mustard. Let me know if you want anything else.
0:09:43 > 0:09:45Jarel has obviously got potential,
0:09:45 > 0:09:50but he's got this streak that almost comes across as sarcastic.
0:09:50 > 0:09:55Shake that off and I think we've got someone who's got huge potential.
0:09:55 > 0:09:57Hi, how can I help?
0:09:57 > 0:10:00'I wouldn't say that I would like to be a waiter.'
0:10:00 > 0:10:05It's just within me to give somebody a happy experience.
0:10:07 > 0:10:10Two bacon, um, sandwiches.
0:10:10 > 0:10:14I just believe that if I'm providing a service to somebody,
0:10:14 > 0:10:17I should give them what I would expect.
0:10:17 > 0:10:19Let me know if you want anything.
0:10:19 > 0:10:23'Initially, Claudia leaves the trainees unsupervised.'
0:10:23 > 0:10:27I don't know how much tea is. Shall I just make it up?
0:10:27 > 0:10:30Let's charge 30p for the chips. How about 10p?
0:10:30 > 0:10:3210p for a portion of chips!
0:10:32 > 0:10:35Shall we just make it all £4?
0:10:35 > 0:10:37Jarel's making up the prices!
0:10:37 > 0:10:41"It'll be 60p or 20p for chips." It's written up there!
0:10:41 > 0:10:45Egg, bacon, chips and beans, please!
0:10:45 > 0:10:49Here you go, gentlemen. Your food's here. Ha. Enjoy it.
0:10:49 > 0:10:54We made up the price on that one. Ha-ha-ha.
0:10:54 > 0:10:58That's not on, being sarcastic and making up prices.
0:11:00 > 0:11:02Now, think. Think.
0:11:02 > 0:11:05This gentleman's having a tea and what else?
0:11:05 > 0:11:09With his egg and bacon sandwich, which I told them.
0:11:09 > 0:11:13You've written it on the bag? Did he want any sauce?
0:11:13 > 0:11:17- Did you tell the chef what sandwich it was?- Egg and bacon sandwich.
0:11:17 > 0:11:21- Would you like any sauce, sir? - I don't want any attitude.
0:11:21 > 0:11:25- These are my customers. - Would you like any sauce, sir?
0:11:25 > 0:11:27- No, thanks.- OK.
0:11:27 > 0:11:32He really is annoying, not only me, but annoying customers here today.
0:11:32 > 0:11:34That just cannot happen.
0:11:34 > 0:11:39I would probably walk out. I don't want to be addressed like that.
0:11:39 > 0:11:43Cheers, see you later. Hiya...
0:11:43 > 0:11:48She was saying that I put on a voice and I was trying to be funny.
0:11:48 > 0:11:53She's got a bloody cheek. She turns into a man when she starts to shout.
0:11:53 > 0:11:58GRUFFLY: One bacon butty! One set breakfast!
0:11:59 > 0:12:03'It's been a morning of mixed results for Michel.
0:12:03 > 0:12:07'The final trainee behind the counter is 19-year-old Tom.'
0:12:07 > 0:12:08Hello, sir.
0:12:08 > 0:12:12Sausage, chips and beans and a mug of tea.
0:12:12 > 0:12:15OK, fantastic. 2.90 please, sir.
0:12:15 > 0:12:19Fantastic. And that's 10 pence change.
0:12:19 > 0:12:23'Tom's been working as a cleaner and has had a number of jobs.'
0:12:23 > 0:12:28I've been fired from a few jobs. The estate agent's was one of them.
0:12:28 > 0:12:32'I'm my own worst enemy, spoil things for myself.'
0:12:32 > 0:12:36Being lazy and having the "can't be arsed" factor.
0:12:36 > 0:12:40'I was late on quite a few occasions.'
0:12:40 > 0:12:43Saturdays come in, smelled of alcohol.
0:12:43 > 0:12:47'I wasn't focused on the job. I want to show all of these people'
0:12:47 > 0:12:51that I've let down in the past that I am capable of doing it.
0:12:51 > 0:12:53"Look at what I've achieved."
0:12:53 > 0:12:59'It would mean a lot if I managed to push myself and get through it.'
0:12:59 > 0:13:04Tom has definitely grasped the link that service,
0:13:04 > 0:13:07even in a cafe, is very important.
0:13:07 > 0:13:11But even more important because you need the repeat custom.
0:13:15 > 0:13:18Some of you grasped it. Some of you less so.
0:13:18 > 0:13:23I've seen things that I don't want to see again. I've spoken to Jarel.
0:13:23 > 0:13:25Being over-the-top with your...
0:13:25 > 0:13:30- You can't call anybody over-the-top. - ..sarcastic look and tones.
0:13:30 > 0:13:34I wasn't. I was being myself, but SHE found it sarcastic.
0:13:34 > 0:13:41If you want to get on in life, you have to bite the bullet and just get on with people.
0:13:41 > 0:13:45I know what's lying ahead for you. There's massive responsibilities.
0:13:45 > 0:13:49How can I take you to these places if you behave
0:13:49 > 0:13:51like you've behaved this morning?
0:13:51 > 0:13:56Just a smidgen of respect, a smidgen of understanding
0:13:56 > 0:13:58of what I want you to achieve.
0:13:58 > 0:14:01Do it for yourselves, but for me, too, please.
0:14:06 > 0:14:11'Michel will be taking his trainees to Birmingham, to provide service
0:14:11 > 0:14:15'in a highly successful family-run Indian restaurant.'
0:14:15 > 0:14:17It is worrying.
0:14:17 > 0:14:23We are going to be giving them a huge amount of responsibility.
0:14:23 > 0:14:26Yeah. It's VERY worrying.
0:14:26 > 0:14:31I definitely want to get them all over that finish line.
0:14:31 > 0:14:36- LAUGHS - That's tough. I don't know why I'm laughing. I should be crying.
0:14:39 > 0:14:43'In seven weeks' time, Michel will be awarding two scholarships
0:14:43 > 0:14:49'from The Academy of Food and Wine to the trainees with most potential.
0:14:49 > 0:14:51'Throughout training,
0:14:51 > 0:14:57'Michel's right-hand man is Michelin-starred general restaurant manager, Fred Sirieix.'
0:14:57 > 0:15:02I want to teach them the chain of service, how to work as a team,
0:15:02 > 0:15:07how to welcome the customer and create an important first impression
0:15:07 > 0:15:11to the moment they leave the restaurant.
0:15:11 > 0:15:14- Did you have a good morning?- Yeah.
0:15:14 > 0:15:16We had a session in a high street restaurant.
0:15:16 > 0:15:22This week, we're going to be serving in a restaurant that relies on repeat customers.
0:15:22 > 0:15:26Jarel, when I'm talking, I like you to look at me.
0:15:26 > 0:15:30If you're not interested, you don't have to be here.
0:15:30 > 0:15:32That's something we have to change.
0:15:32 > 0:15:35You have to get a grip on yourselves.
0:15:35 > 0:15:38'Jarel's lack of attention is not Fred's only concern.
0:15:38 > 0:15:43'Despite being told to change, Nikkita's not properly dressed.'
0:15:43 > 0:15:46I'd like you to change your shoes now, Nikkita.
0:15:46 > 0:15:50- I've got no other shoes here. - Get some. Off you go.
0:15:50 > 0:15:52I'm going shopping!
0:15:52 > 0:15:54OK.
0:15:54 > 0:16:00'19-year-old mother-of-one Nikkita has had problems being told what to do.'
0:16:00 > 0:16:03'I got expelled from school.'
0:16:03 > 0:16:05Just for a number of reasons.
0:16:05 > 0:16:11'Arguing with teachers to just being disruptive in the lessons.'
0:16:11 > 0:16:17I jumped out of a window to get out of the lesson. I wish that I'd never got kicked out.
0:16:17 > 0:16:19'I want to make the best'
0:16:19 > 0:16:24of anything to make mine and my daughter's life better.
0:16:24 > 0:16:27BROOKE AND NIKKITA CHAT
0:16:27 > 0:16:33It's dangerous to have these shoes. You may hurt your back.
0:16:33 > 0:16:35You may slip, break your neck.
0:16:35 > 0:16:37You're not going to be able to work.
0:16:37 > 0:16:43- Are you trying to test me?- I'm not trying to test you.- It's respect.
0:16:43 > 0:16:50I want to give the best of me to you. You have to do the same to me. We're going to be friends.
0:16:50 > 0:16:53In ten years, you'll show your daughter how you did.
0:16:53 > 0:16:56She's going to be proud of you.
0:16:56 > 0:17:02- At the moment, what you're teaching your daughter is not the right values.- What?
0:17:02 > 0:17:08- Do you understand?- Mm-hm.- I'll see you in five minutes maximum, yeah?
0:17:08 > 0:17:11'She's just a real big kid. She is 19.'
0:17:11 > 0:17:14She is like 14. She needs to be told what to do.
0:17:14 > 0:17:17What? He doesn't know me.
0:17:17 > 0:17:20Does he watch me with my daughter? No, he doesn't.
0:17:20 > 0:17:25She says please and thank you, helps me around the house.
0:17:25 > 0:17:29She's got dressing-up high heels. I don't care.
0:17:29 > 0:17:34'With Nikkita finally dressed as Fred expects, the lesson can begin.'
0:17:34 > 0:17:37Very good. Very nice.
0:17:37 > 0:17:42'He's hoping that his experiences will enthuse the trainees.'
0:17:42 > 0:17:46When I was a kid in France, my parents loved to entertain.
0:17:46 > 0:17:50Every time the guests were coming, we were waiting at the door.
0:17:50 > 0:17:55If they were coming at 12 o'clock, at 11 o'clock, with my brother,
0:17:55 > 0:17:59I was looking through the window like this.
0:17:59 > 0:18:04When the customers are coming, this is what I feel.
0:18:04 > 0:18:07This is where I got it from.
0:18:07 > 0:18:11When special people come to your restaurant it makes your day.
0:18:11 > 0:18:15You're going to talk about their son at university,
0:18:15 > 0:18:17the new car, anniversary.
0:18:17 > 0:18:20You're sharing a special moment with them.
0:18:20 > 0:18:26'For Fred, welcoming people into your restaurant should be as special as welcoming them to your home.
0:18:26 > 0:18:31'He wants the trainees to learn how providing a chain of service
0:18:31 > 0:18:33'will create such an atmosphere.'
0:18:33 > 0:18:35Mr James, how are you?
0:18:35 > 0:18:38- Nice to see you again. - Thomas. Lovely to see you.
0:18:38 > 0:18:42We've got you a lovely table. Brooke will take you through.
0:18:42 > 0:18:46- Hello. How are you today? - Very well, how are you?
0:18:46 > 0:18:51'For the chain of service to work, the customer must be pampered
0:18:51 > 0:18:53'every step of the way.'
0:18:53 > 0:18:57- Niki's going to be your waitress. - Lovely to see you.
0:18:57 > 0:18:59Take a seat.
0:18:59 > 0:19:02It's the simple things that make customers feel special.
0:19:02 > 0:19:04One is the "magic touch".
0:19:04 > 0:19:09It's the art of being at the right place at the right time.
0:19:09 > 0:19:12Magic touch both of them. Get up.
0:19:12 > 0:19:14Take a seat.
0:19:15 > 0:19:19You see? The urgency in movement.
0:19:19 > 0:19:22Maybe you can get conversation going.
0:19:22 > 0:19:25"This is your champagne. Happy anniversary.
0:19:25 > 0:19:28"It's a great day. Well done." Then you go away.
0:19:28 > 0:19:32"I come back in a second. Great to see you."
0:19:32 > 0:19:35They're your friends. They come all the time.
0:19:35 > 0:19:38You just give them this warmth.
0:19:38 > 0:19:43Nothing magic. It's just about you having people who are your friends.
0:19:43 > 0:19:47When they come this often, they become your friends.
0:19:47 > 0:19:52'At the Indian restaurant where the trainees will next be working,
0:19:52 > 0:19:56'they may be required to provide silver service.
0:19:56 > 0:20:01'Fred wants to make sure that it all ends up in the right place.'
0:20:01 > 0:20:05Go to the level of the table. Make sure the customer's seen you.
0:20:05 > 0:20:08You don't want anybody to go like this.
0:20:08 > 0:20:10Release your finger.
0:20:10 > 0:20:16Then you place the food here. I'm as close as possible to the plate.
0:20:16 > 0:20:21You don't want to travel from here to there. Travel from here to here.
0:20:21 > 0:20:26Imagine you've served everybody. "Enjoy. Bon appetit." You go away.
0:20:26 > 0:20:30Jarel, can you stand up? You're going to serve Thomas, please.
0:20:30 > 0:20:33Am I?! Well, brilliant!
0:20:33 > 0:20:35Oh. Here we go.
0:20:35 > 0:20:38Sir, I hope you are hungry.
0:20:39 > 0:20:43- Do you think you're too high? - Well, I am very tall.
0:20:43 > 0:20:48I can bend a bit more, Fred, but I think I just look ridiculous.
0:20:48 > 0:20:52- It's better if I lower my arm. - Just do what I said to do.
0:20:52 > 0:20:57- Is this a good stance? - What do you think?- That looks silly.
0:20:57 > 0:21:00I'm going to give you a bit of sauce, sir.
0:21:00 > 0:21:04This is a bit high. You should be spreading it a bit.
0:21:04 > 0:21:07He said he liked it high. I asked him.
0:21:07 > 0:21:09Enjoy.
0:21:09 > 0:21:14'Jarel is so difficult. I don't know how I'll get through to him.'
0:21:14 > 0:21:17He's very disrespectful, openly.
0:21:17 > 0:21:23I have not seen somebody disrespectful to me like this for a really long time.
0:21:23 > 0:21:26I don't really enjoy these sessions.
0:21:26 > 0:21:30Fair enough, we have to do them cos, you know, to go back to basics,
0:21:30 > 0:21:36to make you aware of what's coming next, but I find it a bit boring.
0:21:36 > 0:21:38OK, guys.
0:21:38 > 0:21:40Service in two days' time.
0:21:40 > 0:21:45I'm a bit nervous. It's very scary. I've got butterflies in my stomach.
0:21:45 > 0:21:49I don't know how they're going to handle it. They are so far away.
0:21:49 > 0:21:55Half the group has the right attitude and half the group hasn't.
0:21:55 > 0:22:01'To have any hope of succeeding, Fred needs the trainees working together.'
0:22:01 > 0:22:06- What's very important in a group like this, Jarel?- Team work.
0:22:06 > 0:22:13- Team work.- Yeah.- Also, some people have the ability to influence others.- Oh, you realise that(?)
0:22:13 > 0:22:18- Ooh(!)- I definitely think that you have an influence on some people.
0:22:18 > 0:22:23Everybody's of an age to take responsibility for their own actions.
0:22:23 > 0:22:27At times today, it was tough. I'm very patient.
0:22:27 > 0:22:34It was really testing my patience. You put a dagger in my heart because you talk to me without any respect.
0:22:34 > 0:22:38I'm not going to take it for ever. It's not the person I am.
0:22:38 > 0:22:43- I want to tell you it's not right. - To what? Not show any motivation?
0:22:43 > 0:22:48You're not going to shine by being obnoxious, disrespectful,
0:22:48 > 0:22:50just the way you were today.
0:22:50 > 0:22:54You're not going to shine and I want you to be aware of that.
0:22:54 > 0:22:59I can't be taking it for ever. Michel won't be taking it for ever.
0:22:59 > 0:23:03Just be a good man, like you are. You've got a good heart.
0:23:03 > 0:23:08You're smart. You're going to do well. It really is not a game.
0:23:08 > 0:23:12There are some people dragging the group down.
0:23:12 > 0:23:17Not even dragging it down. They're annihilating the group.
0:23:17 > 0:23:23Treat it like a job. If we were in his environment, he'd send us home.
0:23:23 > 0:23:27'The trainees are heading for Birmingham,
0:23:27 > 0:23:31'and the family restaurant where they'll run a full evening service.
0:23:31 > 0:23:38'With cracks appearing, Michel has two days to prepare his team for this major challenge.'
0:23:49 > 0:23:51Yesterday was a turning point.
0:23:51 > 0:23:56A couple of trainees showed their true colour in being argumentative.
0:23:56 > 0:24:00It's make or break. I know what lies ahead.
0:24:00 > 0:24:04Fine dining restaurants, where service has to be 100%.
0:24:12 > 0:24:16'Birmingham is well known for authentic Indian food.
0:24:16 > 0:24:20'Winner of numerous awards, Itihaas has built a reputation
0:24:20 > 0:24:23'as one of the best curry houses in the city.
0:24:23 > 0:24:28'A step up in price from most, customers pay around £40 a head.
0:24:28 > 0:24:32'Founder Raj Rana adopted the Indian mantra, "the guest is god".
0:24:32 > 0:24:34Service is paramount.
0:24:34 > 0:24:38The client dining with me IS my guest.
0:24:38 > 0:24:41They should receive all the courtesy and respect
0:24:41 > 0:24:46that a guest would receive dining in my home with me and my family.
0:24:46 > 0:24:49- Morning, guys. - ALL: Morning, Michel.
0:24:49 > 0:24:51Welcome to Itihaas.
0:24:51 > 0:24:56They've made their fame and fortune by delivering great service
0:24:56 > 0:25:01and looking after their customers so well that they return in droves.
0:25:01 > 0:25:07You, tomorrow night, will be in charge of this restaurant.
0:25:07 > 0:25:11I want the customers to feel as loved
0:25:11 > 0:25:15as if they've been taken care of by their regular staff here.
0:25:22 > 0:25:26- Absolutely stunning. - I'm liking the decor.
0:25:26 > 0:25:29The little shrine at the front.
0:25:29 > 0:25:33'With no experience in restaurants before he opened five years ago,
0:25:33 > 0:25:37'Raj now rubs shoulders with the industry's elite.'
0:25:37 > 0:25:40That's amazing! Standing next to Gordon Ramsay!
0:25:40 > 0:25:43Gordon Ramsay, Aldo Zilli.
0:25:43 > 0:25:45I'm gob-smacked. It's amazing!
0:25:45 > 0:25:47I'm proof that you can do it.
0:25:47 > 0:25:53That's what makes it better for us. We can see that it can be done.
0:25:53 > 0:25:55He's met the Queen!
0:25:55 > 0:25:57It shows what's possible.
0:26:00 > 0:26:03'When Raj started, he had a major problem.
0:26:03 > 0:26:05'He couldn't find enough good waiters.'
0:26:05 > 0:26:10My heart, my soul, my passion went into it, and when we were recruiting
0:26:10 > 0:26:14I couldn't find that passion in this country.
0:26:14 > 0:26:20"We're going to make this work. We've got just as much passion."
0:26:20 > 0:26:23'So he had to bring them over from India.'
0:26:23 > 0:26:26In India and across Asia and the Middle East,
0:26:26 > 0:26:29the service industry is a career.
0:26:29 > 0:26:33My chaps, they want to progress, to start as waiters, as barmen.
0:26:33 > 0:26:36They want to travel the full journey.
0:26:36 > 0:26:39I'm handing over my restaurant to you.
0:26:39 > 0:26:43Michel had to convince me, extensively.
0:26:43 > 0:26:48I like to think I'm a nice person. Please don't let my restaurant down.
0:26:48 > 0:26:53I will make it known to you and I will pull you up on it.
0:26:53 > 0:26:59'Michel believes it's essential that waiting staff know the food they're selling.
0:26:59 > 0:27:05'And the best way to do that is to try as much of it as possible.'
0:27:05 > 0:27:09This is Indian fine dining. It's presented beautifully.
0:27:09 > 0:27:14Serve it with as much elegance as the chef has put it in these bowls.
0:27:14 > 0:27:16Dive in. Help yourselves.
0:27:16 > 0:27:19'With almost 70 dishes on the menu, Michel has asked
0:27:19 > 0:27:22'that they try the most popular meals.'
0:27:22 > 0:27:24This is rangey rice.
0:27:24 > 0:27:29Coloured rice. The yellow colour you see is of the saffron.
0:27:29 > 0:27:33Don't lean over. You'll get it all over you.
0:27:33 > 0:27:37This is dhal makhani, a very traditional dish of Punjab.
0:27:37 > 0:27:42The lentils are cooked all night. The next day we spice them.
0:27:42 > 0:27:46- Has that got coconut in? - Coconut cream.- I can taste it.
0:27:46 > 0:27:50ASHLEY: I can't think when I've tasted Indian food like this.
0:27:50 > 0:27:55Taste these dishes and realise what dishes they are on the menu.
0:27:55 > 0:27:59How hot they are, how spicy they are, what ingredients go into them.
0:28:01 > 0:28:06'Tomorrow, the trainees will take charge of service on their own.
0:28:06 > 0:28:10'Tonight, they'll have a chance to shadow the professional waiters.
0:28:10 > 0:28:17'With repeat custom the lifeblood of their business, the staff treat all their guests like VIPs.'
0:28:17 > 0:28:21They're greeted. They're brought to their table.
0:28:21 > 0:28:24Poppadoms are there immediately.
0:28:24 > 0:28:27They take the drinks order within three minutes.
0:28:27 > 0:28:32Give them a little break of five minutes and then the food order.
0:28:32 > 0:28:37That's the kind of service that my team have to aspire to.
0:28:37 > 0:28:40- Hi, my name is Lekshmi.- I'm Brooke.
0:28:40 > 0:28:43'The chain of service starts with reception.
0:28:43 > 0:28:46'After her behaviour in the cafe,
0:28:46 > 0:28:49'it's the place for Brooke to learn customer relations.'
0:28:49 > 0:28:54It's good to make a good impression. You want to be smiling.
0:28:54 > 0:28:59You don't want to be moody or anything like that.
0:28:59 > 0:29:03- Not too talkative, just be nice.- Yeah.
0:29:03 > 0:29:05Shake hands?
0:29:05 > 0:29:10- No. You don't know them! - All right. That's good. I like you.
0:29:10 > 0:29:15- DOOR OPENS - Hi. What name's your booking in?
0:29:15 > 0:29:18'The hostess takes the customer to the restaurant floor,
0:29:18 > 0:29:21'assuring that the chain of service continues.
0:29:21 > 0:29:27'They are greeted by the maitre d, who seats them and introduces them to their waiter.
0:29:27 > 0:29:31'Each waiter looks after no more than four tables.
0:29:31 > 0:29:34'Once taken, the orders go into the kitchen.
0:29:34 > 0:29:39'Michel's giving Niki a try on one of the most difficult jobs.'
0:29:39 > 0:29:44Table 31. Karahi maha jingah spicy, with buttered mushroom rice.
0:29:44 > 0:29:48'The pass is the focal point between the kitchen and the dining room.
0:29:48 > 0:29:52'Mr Vermer has been doing it since the restaurant opened.'
0:29:52 > 0:29:57The order comes out the machine. He calls it out to the chefs.
0:29:57 > 0:30:02They cook the food. He lets the waiter know when to take it.
0:30:02 > 0:30:04Same for the main courses.
0:30:04 > 0:30:07He will ask the chef to get them ready.
0:30:07 > 0:30:10He is literally organising the speed of service.
0:30:10 > 0:30:14- Everything is easy. - You're in safe hands.
0:30:14 > 0:30:20- CALLS OUT:- Number 24 is pick up. Karahi maha jingah, makhani murgh...
0:30:20 > 0:30:25I can't emphasise how important that job of running the pass is.
0:30:25 > 0:30:29If that person gets it wrong, the whole service is out the window.
0:30:29 > 0:30:34- Do they just remember it all? - No. They've got a duplicate copy.
0:30:34 > 0:30:40'History graduate Niki had never considered a career as a waiter
0:30:40 > 0:30:44'but believes she should give her all as one of Michel's trainees.'
0:30:44 > 0:30:46'It does annoy me a lot'
0:30:46 > 0:30:51when staff look like they can't be bothered or they don't care.
0:30:51 > 0:30:54You call them over and they're like...
0:30:54 > 0:30:59Don't do the job if you think people coming in is an inconvenience.
0:30:59 > 0:31:02- Kulfi is...- Kulfi is ice cream.
0:31:02 > 0:31:04- I did know that!- Well done.
0:31:07 > 0:31:11It's heartening that Niki recognises a few of the dishes
0:31:11 > 0:31:15from her takeaway menu that she has every Saturday.
0:31:15 > 0:31:18Which is great. She knew more about it than I did.
0:31:18 > 0:31:20I was spilling it all over there.
0:31:20 > 0:31:25GIGGLES I'm too short!
0:31:25 > 0:31:29'After tonight, Michel will decide who gets what job tomorrow.
0:31:29 > 0:31:35'Despite reservations about Jarel, he sees how HE does on the pass.'
0:31:35 > 0:31:38- You've got to deal with Jarel. - I need a wee-wee.
0:31:38 > 0:31:40You don't need a wee-wee. Behave.
0:31:44 > 0:31:50Jarel, after all, has experience working in kitchens and in the industry.
0:31:50 > 0:31:55He should find that job relatively easy and understand the motions.
0:31:55 > 0:31:57That's what I'm hoping.
0:31:57 > 0:32:00I am in the way here, I am.
0:32:02 > 0:32:05'Despite the hectic atmosphere,
0:32:05 > 0:32:08'it's the responsibility of the person on the pass
0:32:08 > 0:32:11'to make sure food leaves on time
0:32:11 > 0:32:14'so it doesn't back up or, worse, go cold.'
0:32:15 > 0:32:17Chingari jingah.
0:32:20 > 0:32:24JAREL: I can't see myself doing that job, to call out the order
0:32:24 > 0:32:28and, um, to organise the plates.
0:32:28 > 0:32:32I couldn't see it as my main position within a restaurant.
0:32:32 > 0:32:40'After shadowing, Michel is concerned that not all his trainees are engaging with the training.'
0:32:40 > 0:32:42I've taken on eight trainees
0:32:42 > 0:32:44that were at a dead end.
0:32:44 > 0:32:49I want to give them that career opportunity, to give them a goal.
0:32:49 > 0:32:51Jarel doesn't seem to grasp that.
0:32:51 > 0:32:54Part of the battle tomorrow is confidence.
0:32:54 > 0:32:58If they pull this off it will be an almighty achievement.
0:33:11 > 0:33:17'Today, Michel's trainees will be running service at one of Birmingham's top curry houses,
0:33:17 > 0:33:22'taking the places of the waiters, they'll be serving 60
0:33:22 > 0:33:25'of Raj's regular diners, who are booked in.'
0:33:25 > 0:33:28Morning, guys. Are you all right?
0:33:28 > 0:33:32I'm really excited. I am really excited about this.
0:33:32 > 0:33:37It's actually a mega challenge, a huge opportunity for you guys.
0:33:37 > 0:33:41If you believe in yourselves and work as a team, you can do it.
0:33:41 > 0:33:48'Michel has decided how he wants to split the roles up for tonight's service.'
0:33:48 > 0:33:50Reception, I want Brooke.
0:33:50 > 0:33:53- You did a good job yesterday. - Thank you.
0:33:53 > 0:33:56Bar, we want Nikkita.
0:33:56 > 0:33:59On the floor,
0:33:59 > 0:34:02- I want James, Ashley...- Yeah.
0:34:02 > 0:34:05Tom. On the floor as well, Danielle.
0:34:05 > 0:34:09You're keen and you're eager. Keep that going.
0:34:09 > 0:34:11On the pass, Niki.
0:34:11 > 0:34:15What impressed me was that you weren't too fazed by it.
0:34:15 > 0:34:20The guys in there were impressed by your attitude, as well.
0:34:20 > 0:34:25'Michel decided to see how Jarel responds to being given more responsibility.'
0:34:25 > 0:34:28Jarel, I want you as the maitre d tonight.
0:34:28 > 0:34:31Thanks. APPLAUSE
0:34:31 > 0:34:34Now is the time for you to impress.
0:34:34 > 0:34:36OTHERS LAUGH
0:34:38 > 0:34:44I'm glad you're finding it funny. I'm sure Jarel isn't. Neither am I.
0:34:44 > 0:34:48I take every role as important. It doesn't really faze me.
0:34:48 > 0:34:52You are the one they will report to if there's a problem.
0:34:52 > 0:34:54You will solve that problem.
0:34:54 > 0:34:58It also means that you will be helping to clear tables.
0:34:58 > 0:35:04- Helping to do everything. - Helping to do everything. - I'm an octopus tonight.
0:35:06 > 0:35:11'Still concerned, Michel takes his maitre d for a one-to-one meeting.'
0:35:14 > 0:35:16How do you think you're doing?
0:35:16 > 0:35:22I think some people might think I'm a bit too over-confident, maybe, but that's just me.
0:35:22 > 0:35:27Most people, including myself, don't see it as being over-confident.
0:35:27 > 0:35:31We see it as...confrontational.
0:35:31 > 0:35:32Rude.
0:35:32 > 0:35:35You don't need to play the fool.
0:35:35 > 0:35:40You have got what it takes but at the moment you're not showing me.
0:35:40 > 0:35:43I still question why you are here.
0:35:43 > 0:35:48Do you want this scholarship? Do you want to work in the industry?
0:35:48 > 0:35:50If I wasn't interested
0:35:50 > 0:35:54in this industry as a career I wouldn't be talking to you now.
0:35:54 > 0:36:00When the time has come to tone things down and serve, I feel that's what I've done.
0:36:00 > 0:36:06I am aware that I'm probably a bit too strong for some people and I've got a big personality.
0:36:06 > 0:36:10So, are you prepared to commit yourself 100% to this?
0:36:10 > 0:36:13SARCASTIC SOUNDING: Yes.
0:36:13 > 0:36:17Would you mind sounding a bit more sincere with that yes?
0:36:17 > 0:36:18Yes.
0:36:18 > 0:36:21Still not sincere, Jarel.
0:36:21 > 0:36:26I'm prepared to change, if need be, when it's time for service.
0:36:26 > 0:36:29It's now or never. As I said, you're maitre d.
0:36:29 > 0:36:32You change your ways. No more disruption.
0:36:32 > 0:36:37You act like an adult. You prove to me that you do want this.
0:36:37 > 0:36:39Ultimatum, then.
0:36:39 > 0:36:44If you don't change, I will tell you to walk out.
0:36:44 > 0:36:48Because I'm not prepared to take this any more.
0:36:48 > 0:36:52Not for the sake of the rest of them. Do you understand that?
0:36:53 > 0:36:55- Yeah?- Yes.- Good.
0:36:57 > 0:37:03'Michel asks Jarel to go back to the restaurant and focus on preparing for service.'
0:37:03 > 0:37:05He was sitting like that.
0:37:05 > 0:37:07He was like that.
0:37:07 > 0:37:11"I don't know why you're here. Do you want to be successful?"
0:37:12 > 0:37:15Yes, Michel. Yes, Michel.
0:37:15 > 0:37:19I clean for you later, Fred. I clean for you later, Michel.
0:37:19 > 0:37:22- And he said- I am,- not you two,
0:37:22 > 0:37:26I'm a disruption to the group.
0:37:26 > 0:37:31BLEEP them. We are a family. I'm not going to leave yous lot.
0:37:33 > 0:37:37'When Michel becomes aware of this, he takes immediate action.
0:37:37 > 0:37:41'Judging his ultimatum to have been ignored,
0:37:41 > 0:37:45'he tells Jarel that he must leave the training programme.'
0:37:45 > 0:37:48I feel really sad now.
0:37:48 > 0:37:52Very upset with myself but I just had to take a decision.
0:37:52 > 0:37:56Now, I have to live with that decision. Er...
0:38:01 > 0:38:04I... There's just no way I could take any more.
0:38:04 > 0:38:09'Michel's sudden decision provokes a mixed reaction from the group.'
0:38:11 > 0:38:16Michel's the boss and he's not there to take BLEEP off us, but...
0:38:16 > 0:38:19There's no way that he should be kicked off.
0:38:19 > 0:38:22He's just given him the maitre d.
0:38:22 > 0:38:25At least see if he can pull the stops out.
0:38:25 > 0:38:29I'm gutted that he's gone but there has been times...
0:38:29 > 0:38:31I'm not slagging him off.
0:38:31 > 0:38:35There are times when we're trying to train where he does disrupt.
0:38:35 > 0:38:37Things like that can cause...
0:38:37 > 0:38:41You know, we won't learn what we need to learn.
0:38:46 > 0:38:49Is the decision regarding Jarel final?
0:38:49 > 0:38:51I understand fully your decision.
0:38:51 > 0:38:55- I do understand it. - Jarel is a showman.
0:38:55 > 0:39:00But he's a hard worker. He's been given the chance to be maitre d...
0:39:00 > 0:39:02It's very admirable
0:39:02 > 0:39:06that you guys are backing him up and have come to sing his praise.
0:39:06 > 0:39:10I don't, for one minute, believe he is a bad guy.
0:39:10 > 0:39:15But I have made my decision and I am not going back on it.
0:39:15 > 0:39:17I'm afraid Jarel is gone.
0:39:17 > 0:39:22And I'm now depending on you to turn this around.
0:39:22 > 0:39:25It's fair enough.
0:39:30 > 0:39:33'Too shocked to talk about what had happened,
0:39:33 > 0:39:37'Jarel returned home later that day.'
0:39:40 > 0:39:44Michel asking me to leave his training, I felt that...
0:39:44 > 0:39:46it was slightly unfair.
0:39:46 > 0:39:50I was very upset. I was very surprised.
0:39:50 > 0:39:54I didn't think that I was going to be asked to leave, but I was.
0:39:54 > 0:39:57I knew that I was a loud and big personality.
0:39:57 > 0:40:01Now I've learned that there's a time and there's a place.
0:40:01 > 0:40:06I know that I have to tone certain things down, when necessary.
0:40:06 > 0:40:11I was sad and I had to come back to reality but I can move forward
0:40:11 > 0:40:14and grow from here, and be successful.
0:40:18 > 0:40:25'After losing a team member, the trainees have under two hours to get their fully booked restaurant ready.
0:40:25 > 0:40:29'With the mood low, Michel hopes Fred can get them back on track.'
0:40:29 > 0:40:35- I want you to go in and try and get them to bond again as a team.- Yeah.
0:40:35 > 0:40:41Give them a boost. Tell them they're here to do a great job, which I think they can do.
0:40:41 > 0:40:43No problem. It's for the best.
0:40:46 > 0:40:48Good afternoon.
0:40:48 > 0:40:50Seeing as we're one down,
0:40:50 > 0:40:53we need one more on the floor.
0:40:53 > 0:40:57That one more person on the floor is Nikkita.
0:40:57 > 0:40:59maitre d for tonight is...
0:41:00 > 0:41:05..Tom. I think that you're up for it now.
0:41:05 > 0:41:09- You're going to be a good team leader.- Thank you very much.
0:41:09 > 0:41:11I want you to think for tonight
0:41:11 > 0:41:15that you are all workers in a magic factory.
0:41:15 > 0:41:20You're working on a conveyor belt. You are making happy customers.
0:41:20 > 0:41:24You will start at the door, take their coats.
0:41:24 > 0:41:27We're going to take all their worries in the cloakroom
0:41:27 > 0:41:31and make them happy all through the night.
0:41:31 > 0:41:36Thomas, you catch things when they fall, make customers happy here and there.
0:41:36 > 0:41:40We will have this finished product, the happy customers.
0:41:40 > 0:41:45They will have a great time and you will have a great time with them.
0:41:45 > 0:41:48We can do that. We need to start now. OK?
0:41:48 > 0:41:51Brooke and Thomas, come with me.
0:41:51 > 0:41:56'With only two hours to go before the restaurant opens,
0:41:56 > 0:42:00'new maitre d Tom is keen to get everyone focused.'
0:42:00 > 0:42:03Toilets need cleaning. Ash, I'd like you to do that for me.
0:42:03 > 0:42:08Niki, make sure that we've got enough spare made-up cutlery.
0:42:08 > 0:42:11Tables, how do they go? 24 there in the corner?
0:42:11 > 0:42:18'For Fred, getting a restaurant up to his standard is the responsibility of the waiting staff.
0:42:18 > 0:42:23'Which means, inside and out, everything needs to be gleaming.'
0:42:23 > 0:42:27James is doing the layout of the tables.
0:42:27 > 0:42:30The girls are sorting out the station.
0:42:30 > 0:42:32And I'm cleaning the loo!
0:42:32 > 0:42:37When I'm maitre d, Tom's cleaning the toilets. I'm not impressed.
0:42:38 > 0:42:40There's one gone now.
0:42:40 > 0:42:43We need to be stronger for Michel.
0:42:43 > 0:42:48He's proud of us lot so we do need to work hard - work harder!
0:42:48 > 0:42:51The first spare table is...?
0:42:53 > 0:42:57'As maitre d, Tom works on a seating plan, so his waiters know
0:42:57 > 0:43:00'who they'll be serving and when they're arriving.
0:43:00 > 0:43:04'Each waiter will look after three tables each,
0:43:04 > 0:43:07'personally serving up to 15 customers.'
0:43:07 > 0:43:12'I just hope that my trainees can pull together as one.
0:43:12 > 0:43:16'Raj's restaurant depends on repeat customers.
0:43:16 > 0:43:18'He treats them like royalty.
0:43:18 > 0:43:23'My trainees have to deliver that style of service.'
0:43:23 > 0:43:28As long as they can keep their confidence, they can pull it off.
0:43:28 > 0:43:32Can they keep it together, though? That's what I'm hoping for.
0:43:38 > 0:43:43The restaurant is now open. Good luck. Let's do it for Raj.
0:43:43 > 0:43:44For Raj!
0:43:50 > 0:43:52Hello. Good evening.
0:43:52 > 0:43:57- Have you got a reservation?- Yes. Under the name of Platt.- Mark Platt?
0:43:57 > 0:44:03- Yeah.- Would you like to follow me? - Can I...?- I'll take that for you.
0:44:05 > 0:44:08- Remind me on the way out. - I will remind you.
0:44:08 > 0:44:11'As well as checking reservations,
0:44:11 > 0:44:15'the key to Brooke's job is making them feel happy and welcome.'
0:44:15 > 0:44:19- I LOVE your shoes.- Thank you.
0:44:19 > 0:44:21'Then tell Tom who the guests are,
0:44:21 > 0:44:25'so he can seat them on the correct table.'
0:44:25 > 0:44:27Do you want to sit in the corner?
0:44:27 > 0:44:29Lovely.
0:44:29 > 0:44:32'Tom hands them over to their waiter.'
0:44:32 > 0:44:38This is James. He'll be your waiter. I'll get these out of your way.
0:44:38 > 0:44:42'As they've been taught, the waiters begin by taking drinks orders
0:44:42 > 0:44:44'and serving poppadoms.'
0:44:53 > 0:44:55Nikkita's very lucky.
0:44:55 > 0:44:59She's got two friendly customers to start her off, which is great.
0:44:59 > 0:45:02- Mm. It's nice. - That's all right, then.
0:45:02 > 0:45:05- Good choice.- Thank you.
0:45:05 > 0:45:09Nikkita's pouring was a bit unsteady, but she did manage.
0:45:09 > 0:45:13She pulled it off because she's got charm.
0:45:13 > 0:45:17She immediately engaged with the customers.
0:45:17 > 0:45:20That's great. A good start.
0:45:20 > 0:45:27'With the restaurant filling up, it's crucial that food orders start reaching the kitchen.
0:45:27 > 0:45:32'Any delay will mean too many tables wanting food at the same time.'
0:45:32 > 0:45:36There you are, gents. I'll just give you your wine menu.
0:45:36 > 0:45:40'For Fred, this is the most critical time.'
0:45:40 > 0:45:43James right now, if he wants to start a good service
0:45:43 > 0:45:49he needs to take the order on that table, then after on that table.
0:45:49 > 0:45:55If he takes them at the same time, he will be in trouble. He needs to be really quick.
0:45:55 > 0:46:00'The trainees have been taught that if one link breaks in the chain,
0:46:00 > 0:46:02'it causes problems down the line.
0:46:02 > 0:46:06'Communication between reception and maitre d is essential.'
0:46:06 > 0:46:09- There's seven of you, yeah?- Yeah.
0:46:09 > 0:46:11Brilliant. Would you like to follow me?
0:46:11 > 0:46:16'In reception, a large party of guests has arrived.'
0:46:16 > 0:46:19TOM: Are there ten? BROOKE: Yeah. The Naz party.
0:46:19 > 0:46:23TOM: The table ten, there? BROOKE: No. Yeah.
0:46:23 > 0:46:27How are you doing? I'm Tom. Lovely to meet you.
0:46:27 > 0:46:29If you'd like to follow me.
0:46:29 > 0:46:31Would you like to take a seat?
0:46:31 > 0:46:36'After talking to Brooke, Tom seats them on a table booked for ten.'
0:46:36 > 0:46:39Table of ten. That's what I've just been told.
0:46:39 > 0:46:42'But there's only seven of them.
0:46:44 > 0:46:48'Across the restaurant, food orders are at last being taken.'
0:46:48 > 0:46:52- Is that two? - No, just the one.
0:46:52 > 0:46:57New order. Paapri chat, keema kebab,
0:46:57 > 0:47:02murgh masala and three makhan naan, please.
0:47:02 > 0:47:07'But upstairs, Tom's table for ten has just turned up.'
0:47:07 > 0:47:12That table of seven is now on a table of ten.
0:47:12 > 0:47:15I've got to find a table of ten. Sorry about that.
0:47:15 > 0:47:19'With a full restaurant, there's nowhere for them to sit.
0:47:19 > 0:47:23'It's up to Tom to sort out the seating mess.'
0:47:23 > 0:47:26Guys, sorry. Can I interrupt?
0:47:26 > 0:47:31I've made a mistake. This is a table for seven on my table for ten.
0:47:31 > 0:47:37If I make up a table of four there, is it all right if I move you?
0:47:37 > 0:47:39Thank you very much.
0:47:39 > 0:47:43I'm going to create a table for them then take you to your table.
0:47:43 > 0:47:48- Is that all right with you?- Yeah. - I apologise about that mistake.
0:47:49 > 0:47:56'He decides to create a new table by the toilet and then asks two sets of guests to move.'
0:47:56 > 0:47:59WOMAN: Is there not another table? TOM: Not at the moment.
0:47:59 > 0:48:04WOMAN: I hope no-one wants to go to the toilet.
0:48:04 > 0:48:08Move that over there for you. Is that all right?
0:48:08 > 0:48:13'The party of ten get a big table, but it doesn't please everyone.'
0:48:13 > 0:48:19You're obviously regular diners. How does it differ, the service?
0:48:19 > 0:48:23It's not the best table, next to the toilet, I must say.
0:48:23 > 0:48:27But they have looked after us. The waiter's really nice.
0:48:27 > 0:48:34'With over 20 guests playing musical chairs, no-one's taking their food orders.
0:48:34 > 0:48:36'Customers who HAVE ordered
0:48:36 > 0:48:41'have been waiting over an hour for their starters.'
0:48:41 > 0:48:43The service has been fairly slow.
0:48:43 > 0:48:46We've topped up our own water and our own wine.
0:48:46 > 0:48:50I don't think it's as attentive as it should be for the restaurant.
0:48:50 > 0:48:54'The food eventually arrives, but one thing hasn't.'
0:48:54 > 0:48:56We need...
0:48:57 > 0:49:00..spoons. BOTH LAUGH
0:49:00 > 0:49:05'It's not just late food that's coming out of the kitchen.'
0:49:05 > 0:49:07The order's wrong.
0:49:07 > 0:49:10- The order's wrong. - Which table number?
0:49:10 > 0:49:1419. They're vegetarians. I've just took a lamb to them.
0:49:14 > 0:49:19ASH: Tom took the starter order. NIKI: They're vegetarians...
0:49:19 > 0:49:23Obviously, what came out wasn't a vegetarian dish.
0:49:23 > 0:49:25It had a lot of bones on it,
0:49:25 > 0:49:29but anyway, we'll tuck into this one while we wait.
0:49:31 > 0:49:34He's put on the order, meat, by accident.
0:49:34 > 0:49:37We're doing you a new one now. Would that be all OK?
0:49:37 > 0:49:41- Yeah. That's fine. - I'm really sorry about that.
0:49:41 > 0:49:45When you have an Indian person who's a vegetarian,
0:49:45 > 0:49:50often, it's on a religious basis, not a healthy eating choice.
0:49:50 > 0:49:55Put meat in front of them, call it vegetarian, and they eat it,
0:49:55 > 0:49:57it's a critical mistake.
0:49:57 > 0:50:02Mistakes that could have serious effects to my restaurant.
0:50:02 > 0:50:06So I'm worried. I have to step in at some point.
0:50:06 > 0:50:08Can you just write our starter first?
0:50:08 > 0:50:10Yeah... Yeah, OK, then.
0:50:10 > 0:50:15'The orders from the reseated tables have hit the kitchen.
0:50:15 > 0:50:20'With 20 guests to serve at the same time, the pass is in meltdown.'
0:50:27 > 0:50:30I'm not supposed to. How can I take this up?
0:50:35 > 0:50:38- 'How's Raj?- He's very stressed.'
0:50:38 > 0:50:41He is very worried about his customers.
0:50:41 > 0:50:48Because he sees the service going down, he thinks about the quality of the food. The food goes cold.
0:50:48 > 0:50:52It's not going to taste the way it should and he's very worried.
0:50:52 > 0:50:54Very, very stressed.
0:50:54 > 0:50:57No, no. Put some onions.
0:50:57 > 0:51:01I know that, but it's OUR restaurant.
0:51:01 > 0:51:05That's been there for four minutes, they're getting onions.
0:51:07 > 0:51:12- RAJ:- It's chaotic in here. I've never known it this bad.
0:51:12 > 0:51:16Because of the way it's been ordered and the way it's been picked up
0:51:16 > 0:51:18it's the knock-on effect.
0:51:18 > 0:51:22Fred used the word perfectly, domino effect.
0:51:22 > 0:51:27We're actually giving them a bad product now, sending them cold food.
0:51:27 > 0:51:31Is the number 19 cooking now?
0:51:31 > 0:51:33Is number 19 getting cooked?
0:51:33 > 0:51:37- Now?- Yes. It's on there now. - Thank you.
0:51:37 > 0:51:40- FRED:- I don't know what to say.
0:51:40 > 0:51:44You think, how difficult is it to serve three tables?
0:51:44 > 0:51:49It's obviously very, very difficult, and they just can't do it.
0:51:49 > 0:51:52And I really feel sorry for Raj.
0:51:52 > 0:51:55'Tom decides he needs all the help he can get.
0:51:55 > 0:52:00'With no more guests due to arrive, he goes off in search of Brooke.'
0:52:00 > 0:52:04I need you to come downstairs and just sort of float about.
0:52:04 > 0:52:08Help Nikkita first. I've got a table I need to look after.
0:52:08 > 0:52:12Is that all right, yeah? Come down for a couple of minutes.
0:52:12 > 0:52:18'With Brooke's training being on reception, she's had little chance to see how the restaurant works.'
0:52:18 > 0:52:22- Are you helping here? - Yeah. I've been told...
0:52:22 > 0:52:26This table have got no spoons and forks to help themselves.
0:52:26 > 0:52:30- Get two spoons, two forks. - Where are the spoons and forks?
0:52:30 > 0:52:35Probably in there, behind Raj, or in the kitchen. Spoon and fork.
0:52:44 > 0:52:48Have the table in the corner had anything to eat?
0:52:48 > 0:52:52- Yes, I'm just waiting.... - In that corner?
0:52:52 > 0:52:55I've no idea. That is... Speak to Nikkita.
0:52:55 > 0:52:58- They're not her table. - Oh. Danielle, then.
0:52:58 > 0:53:02I'm sorry. I don't know. I've got loads on.
0:53:04 > 0:53:09'By 10pm, all the guests finally receive their main courses.'
0:53:09 > 0:53:14VOICE BREAKING: I don't know who's who. I don't know what's what.
0:53:14 > 0:53:19- They don't know what to do either. - It's pandemonium down there. It is.
0:53:19 > 0:53:24But we don't expect you to go down there and take over somebody's job.
0:53:24 > 0:53:26Just help out, that's all.
0:53:26 > 0:53:29I was trying but I don't know, I just...
0:53:29 > 0:53:31Finish your fag, quick.
0:53:31 > 0:53:33Chew on a mint.
0:53:33 > 0:53:37- And come down and give us a hand. - I will do.- Yeah?- Yeah.
0:53:37 > 0:53:39- Cool?- Yeah.- Good.
0:53:43 > 0:53:45There's a heart in there.
0:53:45 > 0:53:47There is a heart in there.
0:54:04 > 0:54:09'It may have been a chaotic evening, but as service draws to a close
0:54:09 > 0:54:14'the trainees' enthusiasm and desire to please have not gone unnoticed.'
0:54:14 > 0:54:17It looks like strawberry cheesecake with ice cream.
0:54:17 > 0:54:20WOMAN: It's carrot cake! Oh, is it?
0:54:20 > 0:54:22LAUGHTER >
0:54:22 > 0:54:26- Strawberry cake!- What is he like?!
0:54:26 > 0:54:28Carrot, then.
0:54:28 > 0:54:30I understand that mistakes have been made,
0:54:30 > 0:54:34but have they been attentive and polite?
0:54:34 > 0:54:38Excellent. Really good, and we'd be honest with you.
0:54:38 > 0:54:41They've trained for two days. It's pretty good.
0:54:41 > 0:54:43I really liked them...
0:54:43 > 0:54:47- She had a nice attitude. You can do anything with a smile.- Yeah.
0:54:47 > 0:54:52Yeah, if people have a good attitude and make you feel welcome
0:54:52 > 0:54:56you let those things slip but, other than that, it was brilliant.
0:54:56 > 0:54:59And she had a nice tip at the end.
0:54:59 > 0:55:03Look after yourself. Take care. Thank you very much.
0:55:03 > 0:55:07'And Brooke is able to provide a good end to the chain of service.'
0:55:08 > 0:55:13- Fantastic. Thank you very much. - I've been thinking about you.
0:55:13 > 0:55:16- Thank you. - Thank you very much.- Bye.
0:55:31 > 0:55:34You feel how I felt the other day. Beautiful.
0:55:37 > 0:55:39First off...
0:55:39 > 0:55:42- Well done.- Thank you very much. APPLAUSE
0:55:42 > 0:55:46You have got beaming smiles on your faces.
0:55:46 > 0:55:51You've achieved something tonight. It wasn't fault-free. You know that.
0:55:51 > 0:55:54Because I think you're turning into professionals.
0:55:54 > 0:55:59While mistakes were being made, it frustrated the hell out of me.
0:55:59 > 0:56:03The thing is, you did what you could to pick up the pace.
0:56:03 > 0:56:08And every single table that I spoke to commented on how polite you were
0:56:08 > 0:56:14and you were doing what you could to make the guests feel good about being here.
0:56:14 > 0:56:18Well done to Thomas. Thomas was really focused.
0:56:18 > 0:56:22I was really impressed. Brooke was a bit stressed at the beginning.
0:56:22 > 0:56:26But she blossomed and I really enjoy seeing you at reception.
0:56:26 > 0:56:28You've got a beautiful smile.
0:56:28 > 0:56:31James, one very positive comment.
0:56:31 > 0:56:34You even recommended a bottle of wine.
0:56:34 > 0:56:38You cheeky so-and-so. I bet you've never tried that wine.
0:56:38 > 0:56:43- Did they like it?- They loved it. - That's all right, then.- Well done.
0:56:44 > 0:56:49You have still got a long way to go, a real long way to go.
0:56:49 > 0:56:52I think we should finish on a high note.
0:56:52 > 0:56:55You deserve a round of applause.
0:56:57 > 0:57:01BROOKE: We've all got these fronts. We're all larey and loud.
0:57:01 > 0:57:04We're all over the place.
0:57:04 > 0:57:09But when we've got to work, we put our working shoes on and we change.
0:57:09 > 0:57:13Service tonight has just been incredible.
0:57:13 > 0:57:17I'm feeling...I can't describe it. I just get such a buzz.
0:57:17 > 0:57:21The whole night I just felt so confident, so at home.
0:57:21 > 0:57:25It was great to be out there. I was just loving it.
0:57:25 > 0:57:29On the evidence of tonight, I am 100% sure
0:57:29 > 0:57:32that we have got, in these seven trainees,
0:57:32 > 0:57:34potentially two scholars.
0:57:35 > 0:57:41And possibly even seven trainees that will be good enough
0:57:41 > 0:57:44to present to our industry.
0:57:44 > 0:57:48'Next time, the trainees must take a major step forward,
0:57:48 > 0:57:51'serving on the biggest day of one couple's life...'
0:57:51 > 0:57:56Nikkita's opened up that big smile! The customers are laughing with her.
0:57:56 > 0:58:03'..before they run service at an up-market brasserie where customers pay a lot and expect even more.'
0:58:03 > 0:58:08You want room temperature? Right, I'll get them fixed for you.
0:58:08 > 0:58:12- Keep smiling. Keep smiling. - She was just being really horrible.
0:58:12 > 0:58:16They're not doing well. They get to the top, then suddenly, it's panic.