Episode 2 Michel Roux's Service

Service, for the most part, in this country is pretty bad.

It is surly. It can be slap-dash.

Great restaurants need great front-of-house.

'Michel Roux is renowned for his passion for great food.'

And clear. Table eight, clear.

'Now, he's on another mission.'

I deal with 25 front-of-house and only one British maitre d. We need more British waiters.

Being unemployed is horrible. I want to have a career, hopefully.

I know what I'm capable of and how much I can achieve.

'Michel believes that working in front-of-house

'can be a lifelong and rewarding career.'

I want to take kids that have never been in a fine dining restaurant

and prove that it is possible to climb that ladder.

'In eight weeks, Michel will take his trainees from the basics through to the top,

-'from high-street cafes...'

-One set breakfast, baked beans.

-'..to country house hotels..'

-Welcome to Bovey Castle.

'..to the world of Michelin-starred formality.'

If we can do this, we can do anything.

Wonderful locations, great experiences, beautiful palaces.

That is what this industry can give you.

If you are dedicated enough, the world is your oyster.

'Michel will select the two outstanding trainees

'and award them life-changing scholarships, to launch them

'in careers in front-of-house.'

It's not just delivering food.

I want people to take pride in serving.

Perfect!

If you give your all as a waiter, what you get back is immense.

'Last time, the trainees began their waiting education,

'taking over service in a high-street chain.'

I just cleaned four of your tables and served three of your customers!

'He wants them to learn how family-run restaurants make customers keep returning.'

-Everything is easy.

-You're in safe hands.

'..as they take over service in one of Birmingham's top curry houses.'

This is Indian fine dining and you have to serve it

with as much elegance as the chef put in these bowls.

They're vegetarians and I've just took a lamb to them.

'Two weeks into his mission, Michel Roux has a lesson for his trainees -

'how to get customers coming back again and again.

'He wants them to see how successful family-run restaurants do this - friendly, attentive service.'

There are many thousands of independent restaurants.

Their lifeblood is repeat custom.

They have to pamper and look after their customers almost like family.

That is the basic lesson I want my trainees to learn.

'To prepare them for the challenge, they're going back to basics

'to experience service in the raw.'

Set breakfast. Baked beans.

'Specialising in fry-ups, the Regency Cafe in London

'has been family-run since 1946.'

Good morning, everyone. This is a great cafe.

Not especially for its food - a bacon butty is a bacon butty.

The reason why this place is still open after so many years is repeat custom.

People come back because they're recognised. That is service.

It's similar to the service that I give in my restaurant.

I've just had a quick look at you all. What on Earth are they?

-Shoes.

-There's no way you'll spend a day on your feet with them on.

And it's dangerous. They were the basics that we talked about.

Get the basics right.

'Service is run by owner Claudia Perotti.

Claudia's role is very similar to a maitre d. She is the focal point.

She is the one who is in control of all service in this cafe.

'Claudia is a one-woman waiting team. She takes orders,

'passes instructions to the kitchen and makes hot drinks and toast.'

All yours. I'll get your tea.

'With the customers seated, Claudia tells them clearly when their orders are ready.'

Set breakfast. Baked beans.

'Although relentless, Claudia finds time to engage with her regulars.'

-She can get 40 breakfasts out in half an hour.

-40?

Sometimes the queue's out the door.

Hi, Eric. Cup of tea?

The customers here come back time and time again. Why?

Because she knows them by name, how many sugars they want in their tea.

She gives them a smile. She gives them a hug.

You want to be a good part of their working day.

They have to go off somewhere and be miserable.

They might as well be happy there.

'The trainees will be getting a taste of Claudia's job

'through the busy breakfast and lunch rush hours.'

Customers come in. We need to keep them rolling cos we get quite busy.

We get quite huge queues sometimes.

You want them to come and keep that motion going like that.

Tea or coffee? Make it straight away. Toast? Put it on. Cold drink? Get it.

-LOUDLY:

-Two brown toasts. One set breakfast, baked beans!

That's the fun part. Don't be afraid. Anyone want to have a go?

Two sausage and hash brown!

'Taking his turn behind the counter, 20-year-old Yorkshire lad Ashley.'

That's 5.50, please.

-I'll make them the toast.

-Yeah.

It's black. It's black. GIGGLES

-Start again.

-Shall I put it back in?

-Start again.

-Sorry.

When it comes to service, he is totally lost.

-Where do you want me to write that?

-On the bag.

He's got natural charm and he carries it off.

Are you all right? What would you like to order, sir?

He is looking the customer in the eye.

You can see that he is genuinely interested and he is genuine.

It's warm.

'Natural charm can go a long way in the industry,

'but knowing where to draw the line is important.'

GIGGLES FLIRTATIOUSLY

'After being told off for inappropriate footwear,

'Nikkita and Brooke seem more interested in looking good than doing the job.'

-Want a tea?

-Go on, then.

-What's your name?

-Joe.

-I'm Brooke.

-What's your number?

I haven't got a phone.

-You do it.

-Me?

-Give me your number cos I ain't got a phone.

077899...

'Given the task ahead of them, chatting up a customer is not what Michel expects from a trainee.'

In a few weeks, they are supposed to be running a Michelin-starred restaurant in Paris.

There isn't a hope in hell of that happening

if they start flirting with customers or not paying attention.

'18-year-old Brooke has had a number of jobs in the service industry.'

Really, my ambition is, when I'm old enough,

to run my own restaurant.

'Up until then, I want to do anything I can'

to gain my experience.

Waitressing is glamorous if you want to make it glamorous.

If you want it, you make it a nice job.

You know what's coming, don't you?

-Mm-hm.

-Mm-hm. Look at me, at least.

Flirting with customers, exchanging phone numbers is not on.

You can do that in a night club or a pub.

Not whilst you are, supposedly, learning your trade or almost being employed.

-You've let me down, honestly.

-I'm not going to argue.

-Look at me.

Think of that guy. He may not be a regular customer.

He's walked away thinking, "I can come here and pick up some chicks."

It's a cafe, a restaurant. It's not a knocking shop.

Don't do it again.

'Trainees range from those who left school at 16 to university graduates.

'He hopes that Jarel, who has an NVQ in catering, will be a natural.'

-Jarel, you look tired.

-I'm doing that through boredom.

You won't be up there. Let's go.

-You up for this?

-SARCASTICALLY: How can I help you?

LOUDLY: Chips, tomatoes, a black pudding, bacon and egg.

JAREL: That's quick, ain't it? Oh, my gosh!

Help yourself to ketchup and brown sauce and mustard. Let me know if you want anything else.

Jarel has obviously got potential,

but he's got this streak that almost comes across as sarcastic.

Shake that off and I think we've got someone who's got huge potential.

Hi, how can I help?

'I wouldn't say that I would like to be a waiter.'

It's just within me to give somebody a happy experience.

Two bacon, um, sandwiches.

I just believe that if I'm providing a service to somebody,

I should give them what I would expect.

Let me know if you want anything.

'Initially, Claudia leaves the trainees unsupervised.'

I don't know how much tea is. Shall I just make it up?

Let's charge 30p for the chips. How about 10p?

10p for a portion of chips!

Shall we just make it all £4?

Jarel's making up the prices!

"It'll be 60p or 20p for chips." It's written up there!

Egg, bacon, chips and beans, please!

Here you go, gentlemen. Your food's here. Ha. Enjoy it.

We made up the price on that one. Ha-ha-ha.

That's not on, being sarcastic and making up prices.

Now, think. Think.

This gentleman's having a tea and what else?

With his egg and bacon sandwich, which I told them.

You've written it on the bag? Did he want any sauce?

-Did you tell the chef what sandwich it was?

-Egg and bacon sandwich.

-Would you like any sauce, sir?

-I don't want any attitude.

-These are my customers.

-Would you like any sauce, sir?

-No, thanks.

-OK.

He really is annoying, not only me, but annoying customers here today.

That just cannot happen.

I would probably walk out. I don't want to be addressed like that.

Cheers, see you later. Hiya...

She was saying that I put on a voice and I was trying to be funny.

She's got a bloody cheek. She turns into a man when she starts to shout.

GRUFFLY: One bacon butty! One set breakfast!

'It's been a morning of mixed results for Michel.

'The final trainee behind the counter is 19-year-old Tom.'

Hello, sir.

Sausage, chips and beans and a mug of tea.

OK, fantastic. 2.90 please, sir.

Fantastic. And that's 10 pence change.

'Tom's been working as a cleaner and has had a number of jobs.'

I've been fired from a few jobs. The estate agent's was one of them.

'I'm my own worst enemy, spoil things for myself.'

Being lazy and having the "can't be arsed" factor.

'I was late on quite a few occasions.'

Saturdays come in, smelled of alcohol.

'I wasn't focused on the job. I want to show all of these people'

that I've let down in the past that I am capable of doing it.

"Look at what I've achieved."

'It would mean a lot if I managed to push myself and get through it.'

Tom has definitely grasped the link that service,

even in a cafe, is very important.

But even more important because you need the repeat custom.

Some of you grasped it. Some of you less so.

I've seen things that I don't want to see again. I've spoken to Jarel.

Being over-the-top with your...

-You can't call anybody over-the-top.

-..sarcastic look and tones.

I wasn't. I was being myself, but SHE found it sarcastic.

If you want to get on in life, you have to bite the bullet and just get on with people.

I know what's lying ahead for you. There's massive responsibilities.

How can I take you to these places if you behave

like you've behaved this morning?

Just a smidgen of respect, a smidgen of understanding

of what I want you to achieve.

Do it for yourselves, but for me, too, please.

'Michel will be taking his trainees to Birmingham, to provide service

'in a highly successful family-run Indian restaurant.'

It is worrying.

We are going to be giving them a huge amount of responsibility.

Yeah. It's VERY worrying.

I definitely want to get them all over that finish line.

-LAUGHS

-That's tough. I don't know why I'm laughing. I should be crying.

'In seven weeks' time, Michel will be awarding two scholarships

'from The Academy of Food and Wine to the trainees with most potential.

'Throughout training,

'Michel's right-hand man is Michelin-starred general restaurant manager, Fred Sirieix.'

I want to teach them the chain of service, how to work as a team,

how to welcome the customer and create an important first impression

to the moment they leave the restaurant.

-Did you have a good morning?

-Yeah.

We had a session in a high street restaurant.

This week, we're going to be serving in a restaurant that relies on repeat customers.

Jarel, when I'm talking, I like you to look at me.

If you're not interested, you don't have to be here.

That's something we have to change.

You have to get a grip on yourselves.

'Jarel's lack of attention is not Fred's only concern.

'Despite being told to change, Nikkita's not properly dressed.'

I'd like you to change your shoes now, Nikkita.

-I've got no other shoes here.

-Get some. Off you go.

I'm going shopping!

OK.

'19-year-old mother-of-one Nikkita has had problems being told what to do.'

'I got expelled from school.'

Just for a number of reasons.

'Arguing with teachers to just being disruptive in the lessons.'

I jumped out of a window to get out of the lesson. I wish that I'd never got kicked out.

'I want to make the best'

of anything to make mine and my daughter's life better.

BROOKE AND NIKKITA CHAT

It's dangerous to have these shoes. You may hurt your back.

You may slip, break your neck.

You're not going to be able to work.

-Are you trying to test me?

-I'm not trying to test you.

-It's respect.

I want to give the best of me to you. You have to do the same to me. We're going to be friends.

In ten years, you'll show your daughter how you did.

She's going to be proud of you.

-At the moment, what you're teaching your daughter is not the right values.

-What?

-Do you understand?

-Mm-hm.

-I'll see you in five minutes maximum, yeah?

'She's just a real big kid. She is 19.'

She is like 14. She needs to be told what to do.

What? He doesn't know me.

Does he watch me with my daughter? No, he doesn't.

She says please and thank you, helps me around the house.

She's got dressing-up high heels. I don't care.

'With Nikkita finally dressed as Fred expects, the lesson can begin.'

Very good. Very nice.

'He's hoping that his experiences will enthuse the trainees.'

When I was a kid in France, my parents loved to entertain.

Every time the guests were coming, we were waiting at the door.

If they were coming at 12 o'clock, at 11 o'clock, with my brother,

I was looking through the window like this.

When the customers are coming, this is what I feel.

This is where I got it from.

When special people come to your restaurant it makes your day.

You're going to talk about their son at university,

the new car, anniversary.

You're sharing a special moment with them.

'For Fred, welcoming people into your restaurant should be as special as welcoming them to your home.

'He wants the trainees to learn how providing a chain of service

'will create such an atmosphere.'

Mr James, how are you?

-Nice to see you again.

-Thomas. Lovely to see you.

We've got you a lovely table. Brooke will take you through.

-Hello. How are you today?

-Very well, how are you?

'For the chain of service to work, the customer must be pampered

'every step of the way.'

-Niki's going to be your waitress.

-Lovely to see you.

Take a seat.

It's the simple things that make customers feel special.

One is the "magic touch".

It's the art of being at the right place at the right time.

Magic touch both of them. Get up.

Take a seat.

You see? The urgency in movement.

Maybe you can get conversation going.

"This is your champagne. Happy anniversary.

"It's a great day. Well done." Then you go away.

"I come back in a second. Great to see you."

They're your friends. They come all the time.

You just give them this warmth.

Nothing magic. It's just about you having people who are your friends.

When they come this often, they become your friends.

'At the Indian restaurant where the trainees will next be working,

'they may be required to provide silver service.

'Fred wants to make sure that it all ends up in the right place.'

Go to the level of the table. Make sure the customer's seen you.

You don't want anybody to go like this.

Release your finger.

Then you place the food here. I'm as close as possible to the plate.

You don't want to travel from here to there. Travel from here to here.

Imagine you've served everybody. "Enjoy. Bon appetit." You go away.

Jarel, can you stand up? You're going to serve Thomas, please.

Am I?! Well, brilliant!

Oh. Here we go.

Sir, I hope you are hungry.

-Do you think you're too high?

-Well, I am very tall.

I can bend a bit more, Fred, but I think I just look ridiculous.

-It's better if I lower my arm.

-Just do what I said to do.

-Is this a good stance?

-What do you think?

-That looks silly.

I'm going to give you a bit of sauce, sir.

This is a bit high. You should be spreading it a bit.

He said he liked it high. I asked him.

Enjoy.

'Jarel is so difficult. I don't know how I'll get through to him.'

He's very disrespectful, openly.

I have not seen somebody disrespectful to me like this for a really long time.

I don't really enjoy these sessions.

Fair enough, we have to do them cos, you know, to go back to basics,

to make you aware of what's coming next, but I find it a bit boring.

OK, guys.

Service in two days' time.

I'm a bit nervous. It's very scary. I've got butterflies in my stomach.

I don't know how they're going to handle it. They are so far away.

Half the group has the right attitude and half the group hasn't.

'To have any hope of succeeding, Fred needs the trainees working together.'

-What's very important in a group like this, Jarel?

-Team work.

-Team work.

-Yeah.

-Also, some people have the ability to influence others.

-Oh, you realise that(?)

-Ooh(!)

-I definitely think that you have an influence on some people.

Everybody's of an age to take responsibility for their own actions.

At times today, it was tough. I'm very patient.

It was really testing my patience. You put a dagger in my heart because you talk to me without any respect.

I'm not going to take it for ever. It's not the person I am.

-I want to tell you it's not right.

-To what? Not show any motivation?

You're not going to shine by being obnoxious, disrespectful,

just the way you were today.

You're not going to shine and I want you to be aware of that.

I can't be taking it for ever. Michel won't be taking it for ever.

Just be a good man, like you are. You've got a good heart.

You're smart. You're going to do well. It really is not a game.

There are some people dragging the group down.

Not even dragging it down. They're annihilating the group.

Treat it like a job. If we were in his environment, he'd send us home.

'The trainees are heading for Birmingham,

'and the family restaurant where they'll run a full evening service.

'With cracks appearing, Michel has two days to prepare his team for this major challenge.'

Yesterday was a turning point.

A couple of trainees showed their true colour in being argumentative.

It's make or break. I know what lies ahead.

Fine dining restaurants, where service has to be 100%.

'Birmingham is well known for authentic Indian food.

'Winner of numerous awards, Itihaas has built a reputation

'as one of the best curry houses in the city.

'A step up in price from most, customers pay around £40 a head.

'Founder Raj Rana adopted the Indian mantra, "the guest is god".

Service is paramount.

The client dining with me IS my guest.

They should receive all the courtesy and respect

that a guest would receive dining in my home with me and my family.

-Morning, guys.

-ALL: Morning, Michel.

Welcome to Itihaas.

They've made their fame and fortune by delivering great service

and looking after their customers so well that they return in droves.

You, tomorrow night, will be in charge of this restaurant.

I want the customers to feel as loved

as if they've been taken care of by their regular staff here.

-Absolutely stunning.

-I'm liking the decor.

The little shrine at the front.

'With no experience in restaurants before he opened five years ago,

'Raj now rubs shoulders with the industry's elite.'

That's amazing! Standing next to Gordon Ramsay!

Gordon Ramsay, Aldo Zilli.

I'm gob-smacked. It's amazing!

I'm proof that you can do it.

That's what makes it better for us. We can see that it can be done.

He's met the Queen!

It shows what's possible.

'When Raj started, he had a major problem.

'He couldn't find enough good waiters.'

My heart, my soul, my passion went into it, and when we were recruiting

I couldn't find that passion in this country.

"We're going to make this work. We've got just as much passion."

'So he had to bring them over from India.'

In India and across Asia and the Middle East,

the service industry is a career.

My chaps, they want to progress, to start as waiters, as barmen.

They want to travel the full journey.

I'm handing over my restaurant to you.

Michel had to convince me, extensively.

I like to think I'm a nice person. Please don't let my restaurant down.

I will make it known to you and I will pull you up on it.

'Michel believes it's essential that waiting staff know the food they're selling.

'And the best way to do that is to try as much of it as possible.'

This is Indian fine dining. It's presented beautifully.

Serve it with as much elegance as the chef has put it in these bowls.

Dive in. Help yourselves.

'With almost 70 dishes on the menu, Michel has asked

'that they try the most popular meals.'

This is rangey rice.

Coloured rice. The yellow colour you see is of the saffron.

Don't lean over. You'll get it all over you.

This is dhal makhani, a very traditional dish of Punjab.

The lentils are cooked all night. The next day we spice them.

-Has that got coconut in?

-Coconut cream.

-I can taste it.

ASHLEY: I can't think when I've tasted Indian food like this.

Taste these dishes and realise what dishes they are on the menu.

How hot they are, how spicy they are, what ingredients go into them.

'Tomorrow, the trainees will take charge of service on their own.

'Tonight, they'll have a chance to shadow the professional waiters.

'With repeat custom the lifeblood of their business, the staff treat all their guests like VIPs.'

They're greeted. They're brought to their table.

Poppadoms are there immediately.

They take the drinks order within three minutes.

Give them a little break of five minutes and then the food order.

That's the kind of service that my team have to aspire to.

-Hi, my name is Lekshmi.

-I'm Brooke.

'The chain of service starts with reception.

'After her behaviour in the cafe,

'it's the place for Brooke to learn customer relations.'

It's good to make a good impression. You want to be smiling.

You don't want to be moody or anything like that.

-Not too talkative, just be nice.

-Yeah.

Shake hands?

-No. You don't know them!

-All right. That's good. I like you.

-DOOR OPENS

-Hi. What name's your booking in?

'The hostess takes the customer to the restaurant floor,

'assuring that the chain of service continues.

'They are greeted by the maitre d, who seats them and introduces them to their waiter.

'Each waiter looks after no more than four tables.

'Once taken, the orders go into the kitchen.

'Michel's giving Niki a try on one of the most difficult jobs.'

Table 31. Karahi maha jingah spicy, with buttered mushroom rice.

'The pass is the focal point between the kitchen and the dining room.

'Mr Vermer has been doing it since the restaurant opened.'

The order comes out the machine. He calls it out to the chefs.

They cook the food. He lets the waiter know when to take it.

Same for the main courses.

He will ask the chef to get them ready.

He is literally organising the speed of service.

-Everything is easy.

-You're in safe hands.

-CALLS OUT:

-Number 24 is pick up. Karahi maha jingah, makhani murgh...

I can't emphasise how important that job of running the pass is.

If that person gets it wrong, the whole service is out the window.

-Do they just remember it all?

-No. They've got a duplicate copy.

'History graduate Niki had never considered a career as a waiter

'but believes she should give her all as one of Michel's trainees.'

'It does annoy me a lot'

when staff look like they can't be bothered or they don't care.

You call them over and they're like...

Don't do the job if you think people coming in is an inconvenience.

-Kulfi is...

-Kulfi is ice cream.

-I did know that!

-Well done.

It's heartening that Niki recognises a few of the dishes

from her takeaway menu that she has every Saturday.

Which is great. She knew more about it than I did.

I was spilling it all over there.

GIGGLES I'm too short!

'After tonight, Michel will decide who gets what job tomorrow.

'Despite reservations about Jarel, he sees how HE does on the pass.'

-You've got to deal with Jarel.

-I need a wee-wee.

You don't need a wee-wee. Behave.

Jarel, after all, has experience working in kitchens and in the industry.

He should find that job relatively easy and understand the motions.

That's what I'm hoping.

I am in the way here, I am.

'Despite the hectic atmosphere,

'it's the responsibility of the person on the pass

'to make sure food leaves on time

'so it doesn't back up or, worse, go cold.'

Chingari jingah.

JAREL: I can't see myself doing that job, to call out the order

and, um, to organise the plates.

I couldn't see it as my main position within a restaurant.

'After shadowing, Michel is concerned that not all his trainees are engaging with the training.'

I've taken on eight trainees

that were at a dead end.

I want to give them that career opportunity, to give them a goal.

Jarel doesn't seem to grasp that.

Part of the battle tomorrow is confidence.

If they pull this off it will be an almighty achievement.

'Today, Michel's trainees will be running service at one of Birmingham's top curry houses,

'taking the places of the waiters, they'll be serving 60

'of Raj's regular diners, who are booked in.'

Morning, guys. Are you all right?

I'm really excited. I am really excited about this.

It's actually a mega challenge, a huge opportunity for you guys.

If you believe in yourselves and work as a team, you can do it.

'Michel has decided how he wants to split the roles up for tonight's service.'

Reception, I want Brooke.

-You did a good job yesterday.

-Thank you.

Bar, we want Nikkita.

On the floor,

-I want James, Ashley...

-Yeah.

Tom. On the floor as well, Danielle.

You're keen and you're eager. Keep that going.

On the pass, Niki.

What impressed me was that you weren't too fazed by it.

The guys in there were impressed by your attitude, as well.

'Michel decided to see how Jarel responds to being given more responsibility.'

Jarel, I want you as the maitre d tonight.

Thanks. APPLAUSE

Now is the time for you to impress.

OTHERS LAUGH

I'm glad you're finding it funny. I'm sure Jarel isn't. Neither am I.

I take every role as important. It doesn't really faze me.

You are the one they will report to if there's a problem.

You will solve that problem.

It also means that you will be helping to clear tables.

-Helping to do everything.

-Helping to do everything.

-I'm an octopus tonight.

'Still concerned, Michel takes his maitre d for a one-to-one meeting.'

How do you think you're doing?

I think some people might think I'm a bit too over-confident, maybe, but that's just me.

Most people, including myself, don't see it as being over-confident.

We see it as...confrontational.

Rude.

You don't need to play the fool.

You have got what it takes but at the moment you're not showing me.

I still question why you are here.

Do you want this scholarship? Do you want to work in the industry?

If I wasn't interested

in this industry as a career I wouldn't be talking to you now.

When the time has come to tone things down and serve, I feel that's what I've done.

I am aware that I'm probably a bit too strong for some people and I've got a big personality.

So, are you prepared to commit yourself 100% to this?

SARCASTIC SOUNDING: Yes.

Would you mind sounding a bit more sincere with that yes?

Yes.

Still not sincere, Jarel.

I'm prepared to change, if need be, when it's time for service.

It's now or never. As I said, you're maitre d.

You change your ways. No more disruption.

You act like an adult. You prove to me that you do want this.

Ultimatum, then.

If you don't change, I will tell you to walk out.

Because I'm not prepared to take this any more.

Not for the sake of the rest of them. Do you understand that?

-Yeah?

-Yes.

-Good.

'Michel asks Jarel to go back to the restaurant and focus on preparing for service.'

He was sitting like that.

He was like that.

"I don't know why you're here. Do you want to be successful?"

Yes, Michel. Yes, Michel.

I clean for you later, Fred. I clean for you later, Michel.

-And he said

-I am,

-not you two,

I'm a disruption to the group.

BLEEP them. We are a family. I'm not going to leave yous lot.

'When Michel becomes aware of this, he takes immediate action.

'Judging his ultimatum to have been ignored,

'he tells Jarel that he must leave the training programme.'

I feel really sad now.

Very upset with myself but I just had to take a decision.

Now, I have to live with that decision. Er...

I... There's just no way I could take any more.

'Michel's sudden decision provokes a mixed reaction from the group.'

Michel's the boss and he's not there to take BLEEP off us, but...

There's no way that he should be kicked off.

He's just given him the maitre d.

At least see if he can pull the stops out.

I'm gutted that he's gone but there has been times...

I'm not slagging him off.

There are times when we're trying to train where he does disrupt.

Things like that can cause...

You know, we won't learn what we need to learn.

Is the decision regarding Jarel final?

I understand fully your decision.

-I do understand it.

-Jarel is a showman.

But he's a hard worker. He's been given the chance to be maitre d...

It's very admirable

that you guys are backing him up and have come to sing his praise.

I don't, for one minute, believe he is a bad guy.

But I have made my decision and I am not going back on it.

I'm afraid Jarel is gone.

And I'm now depending on you to turn this around.

It's fair enough.

'Too shocked to talk about what had happened,

'Jarel returned home later that day.'

Michel asking me to leave his training, I felt that...

it was slightly unfair.

I was very upset. I was very surprised.

I didn't think that I was going to be asked to leave, but I was.

I knew that I was a loud and big personality.

Now I've learned that there's a time and there's a place.

I know that I have to tone certain things down, when necessary.

I was sad and I had to come back to reality but I can move forward

and grow from here, and be successful.

'After losing a team member, the trainees have under two hours to get their fully booked restaurant ready.

'With the mood low, Michel hopes Fred can get them back on track.'

-I want you to go in and try and get them to bond again as a team.

-Yeah.

Give them a boost. Tell them they're here to do a great job, which I think they can do.

No problem. It's for the best.

Good afternoon.

Seeing as we're one down,

we need one more on the floor.

That one more person on the floor is Nikkita.

maitre d for tonight is...

..Tom. I think that you're up for it now.

-You're going to be a good team leader.

-Thank you very much.

I want you to think for tonight

that you are all workers in a magic factory.

You're working on a conveyor belt. You are making happy customers.

You will start at the door, take their coats.

We're going to take all their worries in the cloakroom

and make them happy all through the night.

Thomas, you catch things when they fall, make customers happy here and there.

We will have this finished product, the happy customers.

They will have a great time and you will have a great time with them.

We can do that. We need to start now. OK?

Brooke and Thomas, come with me.

'With only two hours to go before the restaurant opens,

'new maitre d Tom is keen to get everyone focused.'

Toilets need cleaning. Ash, I'd like you to do that for me.

Niki, make sure that we've got enough spare made-up cutlery.

Tables, how do they go? 24 there in the corner?

'For Fred, getting a restaurant up to his standard is the responsibility of the waiting staff.

'Which means, inside and out, everything needs to be gleaming.'

James is doing the layout of the tables.

The girls are sorting out the station.

And I'm cleaning the loo!

When I'm maitre d, Tom's cleaning the toilets. I'm not impressed.

There's one gone now.

We need to be stronger for Michel.

He's proud of us lot so we do need to work hard - work harder!

The first spare table is...?

'As maitre d, Tom works on a seating plan, so his waiters know

'who they'll be serving and when they're arriving.

'Each waiter will look after three tables each,

'personally serving up to 15 customers.'

'I just hope that my trainees can pull together as one.

'Raj's restaurant depends on repeat customers.

'He treats them like royalty.

'My trainees have to deliver that style of service.'

As long as they can keep their confidence, they can pull it off.

Can they keep it together, though? That's what I'm hoping for.

The restaurant is now open. Good luck. Let's do it for Raj.

For Raj!

Hello. Good evening.

-Have you got a reservation?

-Yes. Under the name of Platt.

-Mark Platt?

-Yeah.

-Would you like to follow me?

-Can I...?

-I'll take that for you.

-Remind me on the way out.

-I will remind you.

'As well as checking reservations,

'the key to Brooke's job is making them feel happy and welcome.'

-I LOVE your shoes.

-Thank you.

'Then tell Tom who the guests are,

'so he can seat them on the correct table.'

Do you want to sit in the corner?

Lovely.

'Tom hands them over to their waiter.'

This is James. He'll be your waiter. I'll get these out of your way.

'As they've been taught, the waiters begin by taking drinks orders

'and serving poppadoms.'

Nikkita's very lucky.

She's got two friendly customers to start her off, which is great.

-Mm. It's nice.

-That's all right, then.

-Good choice.

-Thank you.

Nikkita's pouring was a bit unsteady, but she did manage.

She pulled it off because she's got charm.

She immediately engaged with the customers.

That's great. A good start.

'With the restaurant filling up, it's crucial that food orders start reaching the kitchen.

'Any delay will mean too many tables wanting food at the same time.'

There you are, gents. I'll just give you your wine menu.

'For Fred, this is the most critical time.'

James right now, if he wants to start a good service

he needs to take the order on that table, then after on that table.

If he takes them at the same time, he will be in trouble. He needs to be really quick.

'The trainees have been taught that if one link breaks in the chain,

'it causes problems down the line.

'Communication between reception and maitre d is essential.'

-There's seven of you, yeah?

-Yeah.

Brilliant. Would you like to follow me?

'In reception, a large party of guests has arrived.'

TOM: Are there ten? BROOKE: Yeah. The Naz party.

TOM: The table ten, there? BROOKE: No. Yeah.

How are you doing? I'm Tom. Lovely to meet you.

If you'd like to follow me.

Would you like to take a seat?

'After talking to Brooke, Tom seats them on a table booked for ten.'

Table of ten. That's what I've just been told.

'But there's only seven of them.

'Across the restaurant, food orders are at last being taken.'

-Is that two?

-No, just the one.

New order. Paapri chat, keema kebab,

murgh masala and three makhan naan, please.

'But upstairs, Tom's table for ten has just turned up.'

That table of seven is now on a table of ten.

I've got to find a table of ten. Sorry about that.

'With a full restaurant, there's nowhere for them to sit.

'It's up to Tom to sort out the seating mess.'

Guys, sorry. Can I interrupt?

I've made a mistake. This is a table for seven on my table for ten.

If I make up a table of four there, is it all right if I move you?

Thank you very much.

I'm going to create a table for them then take you to your table.

-Is that all right with you?

-Yeah.

-I apologise about that mistake.

'He decides to create a new table by the toilet and then asks two sets of guests to move.'

WOMAN: Is there not another table? TOM: Not at the moment.

WOMAN: I hope no-one wants to go to the toilet.

Move that over there for you. Is that all right?

'The party of ten get a big table, but it doesn't please everyone.'

You're obviously regular diners. How does it differ, the service?

It's not the best table, next to the toilet, I must say.

But they have looked after us. The waiter's really nice.

'With over 20 guests playing musical chairs, no-one's taking their food orders.

'Customers who HAVE ordered

'have been waiting over an hour for their starters.'

The service has been fairly slow.

We've topped up our own water and our own wine.

I don't think it's as attentive as it should be for the restaurant.

'The food eventually arrives, but one thing hasn't.'

We need...

..spoons. BOTH LAUGH

'It's not just late food that's coming out of the kitchen.'

The order's wrong.

-The order's wrong.

-Which table number?

19. They're vegetarians. I've just took a lamb to them.

ASH: Tom took the starter order. NIKI: They're vegetarians...

Obviously, what came out wasn't a vegetarian dish.

It had a lot of bones on it,

but anyway, we'll tuck into this one while we wait.

He's put on the order, meat, by accident.

We're doing you a new one now. Would that be all OK?

-Yeah. That's fine.

-I'm really sorry about that.

When you have an Indian person who's a vegetarian,

often, it's on a religious basis, not a healthy eating choice.

Put meat in front of them, call it vegetarian, and they eat it,

it's a critical mistake.

Mistakes that could have serious effects to my restaurant.

So I'm worried. I have to step in at some point.

Can you just write our starter first?

Yeah... Yeah, OK, then.

'The orders from the reseated tables have hit the kitchen.

'With 20 guests to serve at the same time, the pass is in meltdown.'

I'm not supposed to. How can I take this up?

-'How's Raj?

-He's very stressed.'

He is very worried about his customers.

Because he sees the service going down, he thinks about the quality of the food. The food goes cold.

It's not going to taste the way it should and he's very worried.

Very, very stressed.

No, no. Put some onions.

I know that, but it's OUR restaurant.

That's been there for four minutes, they're getting onions.

-RAJ:

-It's chaotic in here. I've never known it this bad.

Because of the way it's been ordered and the way it's been picked up

it's the knock-on effect.

Fred used the word perfectly, domino effect.

We're actually giving them a bad product now, sending them cold food.

Is the number 19 cooking now?

Is number 19 getting cooked?

-Now?

-Yes. It's on there now.

-Thank you.

-FRED:

-I don't know what to say.

You think, how difficult is it to serve three tables?

It's obviously very, very difficult, and they just can't do it.

And I really feel sorry for Raj.

'Tom decides he needs all the help he can get.

'With no more guests due to arrive, he goes off in search of Brooke.'

I need you to come downstairs and just sort of float about.

Help Nikkita first. I've got a table I need to look after.

Is that all right, yeah? Come down for a couple of minutes.

'With Brooke's training being on reception, she's had little chance to see how the restaurant works.'

-Are you helping here?

-Yeah. I've been told...

This table have got no spoons and forks to help themselves.

-Get two spoons, two forks.

-Where are the spoons and forks?

Probably in there, behind Raj, or in the kitchen. Spoon and fork.

Have the table in the corner had anything to eat?

-Yes, I'm just waiting....

-In that corner?

I've no idea. That is... Speak to Nikkita.

-They're not her table.

-Oh. Danielle, then.

I'm sorry. I don't know. I've got loads on.

'By 10pm, all the guests finally receive their main courses.'

VOICE BREAKING: I don't know who's who. I don't know what's what.

-They don't know what to do either.

-It's pandemonium down there. It is.

But we don't expect you to go down there and take over somebody's job.

Just help out, that's all.

I was trying but I don't know, I just...

Finish your fag, quick.

Chew on a mint.

-And come down and give us a hand.

-I will do.

-Yeah?

-Yeah.

-Cool?

-Yeah.

-Good.

There's a heart in there.

There is a heart in there.

'It may have been a chaotic evening, but as service draws to a close

'the trainees' enthusiasm and desire to please have not gone unnoticed.'

It looks like strawberry cheesecake with ice cream.

WOMAN: It's carrot cake! Oh, is it?

LAUGHTER >

-Strawberry cake!

-What is he like?!

Carrot, then.

I understand that mistakes have been made,

but have they been attentive and polite?

Excellent. Really good, and we'd be honest with you.

They've trained for two days. It's pretty good.

I really liked them...

-She had a nice attitude. You can do anything with a smile.

-Yeah.

Yeah, if people have a good attitude and make you feel welcome

you let those things slip but, other than that, it was brilliant.

And she had a nice tip at the end.

Look after yourself. Take care. Thank you very much.

'And Brooke is able to provide a good end to the chain of service.'

-Fantastic. Thank you very much.

-I've been thinking about you.

-Thank you.

-Thank you very much.

-Bye.

You feel how I felt the other day. Beautiful.

First off...

-Well done.

-Thank you very much. APPLAUSE

You have got beaming smiles on your faces.

You've achieved something tonight. It wasn't fault-free. You know that.

Because I think you're turning into professionals.

While mistakes were being made, it frustrated the hell out of me.

The thing is, you did what you could to pick up the pace.

And every single table that I spoke to commented on how polite you were

and you were doing what you could to make the guests feel good about being here.

Well done to Thomas. Thomas was really focused.

I was really impressed. Brooke was a bit stressed at the beginning.

But she blossomed and I really enjoy seeing you at reception.

You've got a beautiful smile.

James, one very positive comment.

You even recommended a bottle of wine.

You cheeky so-and-so. I bet you've never tried that wine.

-Did they like it?

-They loved it.

-That's all right, then.

-Well done.

You have still got a long way to go, a real long way to go.

I think we should finish on a high note.

You deserve a round of applause.

BROOKE: We've all got these fronts. We're all larey and loud.

We're all over the place.

But when we've got to work, we put our working shoes on and we change.

Service tonight has just been incredible.

I'm feeling...I can't describe it. I just get such a buzz.

The whole night I just felt so confident, so at home.

It was great to be out there. I was just loving it.

On the evidence of tonight, I am 100% sure

that we have got, in these seven trainees,

potentially two scholars.

And possibly even seven trainees that will be good enough

to present to our industry.

'Next time, the trainees must take a major step forward,

'serving on the biggest day of one couple's life...'

Nikkita's opened up that big smile! The customers are laughing with her.

'..before they run service at an up-market brasserie where customers pay a lot and expect even more.'

You want room temperature? Right, I'll get them fixed for you.

-Keep smiling. Keep smiling.

-She was just being really horrible.

They're not doing well. They get to the top, then suddenly, it's panic.