0:00:04 > 0:00:08Service for the most part in this country is pretty bad.
0:00:08 > 0:00:14It is surly. It can be slapdash. Great restaurants need great front of house.
0:00:14 > 0:00:18Michel Roux is renowned for his passion for great food.
0:00:18 > 0:00:21- Eight here. Table eight here. - Yes, Chef.
0:00:21 > 0:00:23But now he is on another mission.
0:00:23 > 0:00:29I have a team of 25 front of house and only one British maitre d'. We need to find more British waiters.
0:00:29 > 0:00:35Michel wants to take a group of young people who have never thought of a career in front of house
0:00:35 > 0:00:39and prove that it is an industry that can change their lives.
0:00:39 > 0:00:43Sometimes I do think, "God, I'm 18 in a couple of weeks.
0:00:43 > 0:00:47"I have to start thinking what I want to do for the rest of my life."
0:00:47 > 0:00:53I'm at a bit of a crossroads in my life. I'm open to pretty much try everything.
0:00:53 > 0:00:57In eight weeks, he wants to take them from the hustle and bustle of the high street...
0:00:57 > 0:01:01I'm really sorry. If I had money, I'd pay for it for you.
0:01:01 > 0:01:05..to the Michelin-starred formality of Parisian fine dining.
0:01:05 > 0:01:08Foie gras wine. It's not been sorted out.
0:01:08 > 0:01:14Ultimately, Michel will select the two outstanding trainees and award them life-changing scholarships
0:01:14 > 0:01:17to launch them in careers in front of house.
0:01:17 > 0:01:21Last time, Michel's trainees were plunged in at the deep end,
0:01:21 > 0:01:27taking over service at a Birmingham curry house where the owner treats his customers like family.
0:01:27 > 0:01:30The order's wrong.
0:01:30 > 0:01:35How difficult is it to serve three tables? It's very difficult and they can't do it.
0:01:35 > 0:01:40Now they must take a major step forward, serving at one couple's big day.
0:01:40 > 0:01:44Nikkita's opened up. That big smile is there.
0:01:44 > 0:01:50Before they run service at an upmarket brasserie where customers pay more and expect more.
0:01:50 > 0:01:54You want room temperature? I'll get them fixed for you.
0:01:54 > 0:01:57- Keep smiling.- She was being really horrible.- Don't worry.
0:01:57 > 0:02:01And every meal should be treated as a special occasion.
0:02:01 > 0:02:03This is more me, what I'm meant to be doing.
0:02:03 > 0:02:06Stop pushing me! I'm not pushing you.
0:02:17 > 0:02:20Alderley Edge, Cheshire,
0:02:20 > 0:02:22home to ladies who lunch,
0:02:22 > 0:02:27impressive houses and high quality restaurants.
0:02:27 > 0:02:30This is where Michel's trainees will learn
0:02:30 > 0:02:35how a more personalised service can enhance any occasion and make it memorable.
0:02:35 > 0:02:39Every diner deserves to feel special when they go out to eat,
0:02:39 > 0:02:45whether they go out to eat two or three times a week or save up for that special occasion.
0:02:45 > 0:02:50They have to feel pampered. This is something my trainees haven't experienced yet.
0:02:50 > 0:02:56The restaurant I'll take my trainees to today is that destination restaurant where people go
0:02:56 > 0:03:01not only to be seen, but where customers want to feel above all special.
0:03:01 > 0:03:06Michel has brought his trainees into Alderley Edge, to London Road,
0:03:06 > 0:03:09a brasserie that caters for wealthy residents in the area.
0:03:09 > 0:03:11- Hiya, guys. - ALL: Hi!
0:03:11 > 0:03:14You've got your right shoes on. Yes.
0:03:14 > 0:03:17Great. And you look very smart.
0:03:17 > 0:03:22- Thank you.- This is an area of high wealth and expectation.
0:03:22 > 0:03:27This restaurant here is not your average high street restaurant.
0:03:27 > 0:03:33A lot of people here can afford to eat out two, three times a week, or more.
0:03:33 > 0:03:39But you know what? They all get that same, great service.
0:03:39 > 0:03:42They feel pampered, they feel special.
0:03:42 > 0:03:48Paul Heathcote owns 11 restaurants in the north-west and an outside catering company.
0:03:48 > 0:03:52But with its wealthy customers, there is nowhere in his group
0:03:52 > 0:03:55where service is more challenging than Alderley Edge.
0:03:55 > 0:03:59This one is special to me. It has a lot of different clientele.
0:03:59 > 0:04:03It's got footballers, celebrities, actors and actresses.
0:04:03 > 0:04:07You could expect Rio Ferdinand or Wayne Rooney to walk in,
0:04:07 > 0:04:11as well as our regular customers who are equally as special.
0:04:11 > 0:04:15To make it special, you need really good service. That's what you're here to do.
0:04:15 > 0:04:20- You're not going to let me down, are you?- No.- OK, that's good.
0:04:23 > 0:04:28The main restaurant spans two floors and there is also a private dining room.
0:04:28 > 0:04:34With an extensive list of 250 wines, customers regularly spend hundreds of pounds on a single bottle.
0:04:34 > 0:04:40To see how his trainees instinctively respond to the demands of this restaurant's customers,
0:04:40 > 0:04:43Michel and Paul have a challenge for them.
0:04:43 > 0:04:47I've got a party on upstairs, a group of women.
0:04:47 > 0:04:53And four of you are going to serve them. We'll swap over afterwards, but I want four of you now.
0:04:53 > 0:04:57- Michel, who am I going to take up there?- Niki, Ashley, Tom and James.
0:04:57 > 0:04:59Four of you, upstairs with me.
0:04:59 > 0:05:06Today's lunch party is for a group of close friends who regularly meet at the brasserie.
0:05:08 > 0:05:11My trainees now know the basics,
0:05:11 > 0:05:15but I want to see how they instinctively react to a different style of service,
0:05:15 > 0:05:19service where customers pay up to £50 a head
0:05:19 > 0:05:23and are not afraid to pay up to £1,000 for a bottle of wine.
0:05:23 > 0:05:26This is a step up. This is not the high street restaurant.
0:05:27 > 0:05:31I come here quite often, so I do expect very good service in here.
0:05:31 > 0:05:35I do expect them to be attentive, I do expect them to keep coming up
0:05:35 > 0:05:42and checking if we need more drinks and we're happy with the meal, and if not, they do something about it.
0:05:42 > 0:05:44I'll try and be the best I can be.
0:05:44 > 0:05:48If I'm not good enough to serve these people, it's not my fault,
0:05:48 > 0:05:51but I'll try my best and I will be good enough.
0:05:51 > 0:05:54Although there are only 13 diners,
0:05:54 > 0:05:59this intimate setting is different from anything the trainees have experienced before.
0:05:59 > 0:06:05OK, you've got a group of girls in here. You need to look after them well. Short and simple brief.
0:06:05 > 0:06:08They're all yours. Off you go. On you go.
0:06:08 > 0:06:13He's got to be kidding. They haven't had drinks yet. What do we do?
0:06:13 > 0:06:18The lunch will also allow Michel to show Paul what his recruits are made of.
0:06:18 > 0:06:20They'll observe in the next room.
0:06:20 > 0:06:25Sorry to interrupt, ladies. Good afternoon. We'll be serving you this evening.
0:06:25 > 0:06:29Evening? This afternoon. It's not evening quite yet.
0:06:29 > 0:06:32My name's Tom. Ashley. Niki.
0:06:32 > 0:06:38And I'm James. Any questions, please have a word and we'll do our best to get you anything you need.
0:06:38 > 0:06:41Ask him. LAUGHTER
0:06:41 > 0:06:43- That's a really nice intro. - He did well.
0:06:43 > 0:06:49There is a simple set menu. With the trainees split into two groups, they will serve a course each.
0:06:50 > 0:06:54Two regular staff are on hand to advise and step in if needed.
0:06:54 > 0:06:59- "Can I get you some bread and olives for your table?"- I'll start here.
0:06:59 > 0:07:01Can I get you some bread and olives?
0:07:01 > 0:07:06- It looks like Niki has taken charge which is great.- Yeah.- I like that.
0:07:06 > 0:07:10Shall we go and do that now? OK, come and get some bread and olives.
0:07:10 > 0:07:16Since leaving university, History graduate Niki has found it very hard to find a direction in life.
0:07:16 > 0:07:19I always thought I was real tough
0:07:19 > 0:07:23and emotionally equipped to take on the world, nothing fazed me,
0:07:23 > 0:07:30and then my half-sister was killed in a car accident. It would have been two and a half years ago now.
0:07:30 > 0:07:35My life just sort of went into meltdown and this was not what I had planned.
0:07:35 > 0:07:41I couldn't cope at all. I sort of went a bit nuts. It really knocked me off course.
0:07:41 > 0:07:48I suppose it was after that when things changed and I suddenly became a bit more ferocious in life.
0:07:48 > 0:07:54I need to achieve something because I know that I can achieve stuff if I put my mind to it.
0:07:54 > 0:08:00It's just finding something to really commit to and having the faith in myself to stick to it.
0:08:00 > 0:08:04And if we're suited to each other, me and this type of work,
0:08:04 > 0:08:09hopefully, it will be a springboard into bigger and brighter things.
0:08:10 > 0:08:14Hi there. Are you all right? Are you ready to order?
0:08:14 > 0:08:16That's lovely. Thank you very much.
0:08:16 > 0:08:23The trainees decide that Tom and James will deliver drinks, leaving Niki and Ashley to take food orders.
0:08:23 > 0:08:28- I'm Ashley.- Hello, Ashley. - And you are...?- Alison. - Alison. Lovely.
0:08:28 > 0:08:34You don't really ask customers their name, but I like the fact that he's introduced himself.
0:08:34 > 0:08:39They ordered two dry white wines and a sparkling water. They've already ordered them.
0:08:39 > 0:08:41- We'll get them straight away.- OK.
0:08:41 > 0:08:45- Is it best to leave someone here? - Yeah, you're best to leave someone.
0:08:45 > 0:08:50Well done, James. "Is it best for someone to stay here?" Yes. Good thinking.
0:08:50 > 0:08:54At 24, James is the oldest of Michel's trainees.
0:08:55 > 0:08:59I'm private school and university educated.
0:08:59 > 0:09:01I'm at a bit of a crossroads.
0:09:01 > 0:09:07At the age of 24, I haven't got a definitive direction of where I want to go with my life.
0:09:07 > 0:09:11It means, at the moment, I'm open to pretty much try everything.
0:09:11 > 0:09:16Sorry to interrupt, ladies. Would you like to order a bottle of wine with your lunch?
0:09:16 > 0:09:22I think the stigma about the service industry probably stems from the idea that...
0:09:22 > 0:09:24It doesn't stem from any particular...
0:09:24 > 0:09:29It's the servitude aspect of it that puts certain people off.
0:09:29 > 0:09:33When the pressure gets really notched up,
0:09:33 > 0:09:39there comes a point where everyone, however cool they think they are, however relaxed they are, will snap.
0:09:39 > 0:09:42I think everyone's got a breaking point.
0:09:42 > 0:09:48In this intimate setting, waiters must be attentive whilst remaining as unobtrusive as possible.
0:09:48 > 0:09:52- Careful, Ash.- He's done well. - Yeah, well done.
0:09:53 > 0:09:54OK...
0:09:54 > 0:09:56Oh, sorry!
0:09:56 > 0:10:00He did very nearly decapitate one of the poor ladies with his tray.
0:10:00 > 0:10:05Even when they're not busy, the staff should give the table their full attention.
0:10:05 > 0:10:10- Turn around.- Yeah, you should always be facing the customer.
0:10:16 > 0:10:19- Discussing their clientele. - That's not on.
0:10:19 > 0:10:23What Ashley lacks in subtlety, he makes up for in warmth,
0:10:23 > 0:10:26but Michel is keen that he learns where to draw the line.
0:10:26 > 0:10:31- It looks fantastic.- It looks lovely. I might have that myself later.
0:10:31 > 0:10:37- You'll be lucky!- He's got this natural, cheeky kind of honest...
0:10:37 > 0:10:42- It's a great skill.- It is. - You should never take that away. You should just train it.
0:10:42 > 0:10:46With the main course served, it's the girls' turn to take over
0:10:46 > 0:10:52and a chance for Michel to see how they cope with the challenge of intimate dining.
0:10:52 > 0:10:54We need some tap water in a jug.
0:10:54 > 0:10:59- If one of you go downstairs... - I'll do it. To the kitchen or...? - To the bar.- OK.
0:10:59 > 0:11:02And one of you ask them if they want sparkling water.
0:11:02 > 0:11:06Say, "Excuse me, ladies. Can I get you some sparkling water?"
0:11:06 > 0:11:10Hi. Can I get you any sparkling water?
0:11:10 > 0:11:13- I'm on still water, actually. - OK then. That's fine.
0:11:15 > 0:11:17Look, look.
0:11:17 > 0:11:20She reacted badly to a comment there.
0:11:20 > 0:11:23She gave a look as well which was...
0:11:23 > 0:11:30That is just Nikkita. She has always got this... It's almost like a shield that she puts up.
0:11:32 > 0:11:36- Oh, no, don't pick the glasses up by the end.- What are you doing?
0:11:36 > 0:11:39- He saw that immediately. - He pulled her back.
0:11:39 > 0:11:44- I didn't want to put my arm in her face.- You can ask them nicely to give it to you.
0:11:44 > 0:11:50As the main course is finished, the girls are on more familiar ground - clearing and serving dessert.
0:11:50 > 0:11:52- Are you finished?- Yes, thank you.
0:11:52 > 0:11:54- Did you enjoy it?- Yes.- Good, good.
0:11:54 > 0:11:56- Thank you.- You're welcome.
0:11:56 > 0:12:02A couple of weeks ago when I first met them, some hadn't even been to a restaurant.
0:12:02 > 0:12:05- Honestly?- Yeah. And now look at them.
0:12:05 > 0:12:06Wow!
0:12:08 > 0:12:11- That looks nice.- Some butter?- Yeah.
0:12:11 > 0:12:15As dessert is served, the ladies assess the trainees' performances.
0:12:15 > 0:12:17- There you go.- Thank you very much.
0:12:17 > 0:12:21It's just the sort of service we expect in a restaurant.
0:12:21 > 0:12:25Some of them look a bit nervous, but they're doing brilliantly.
0:12:25 > 0:12:28- Is everything OK with your desserts? - Delicious.
0:12:28 > 0:12:33The girls are a bit nervous, but they've only been doing it a few days,
0:12:33 > 0:12:37so I would expect they'll get more confidence as the time goes on.
0:12:37 > 0:12:39Their 90-minute baptism over,
0:12:39 > 0:12:45the trainees have now experienced the demands of service away from bustling restaurants.
0:12:45 > 0:12:48See you later. Thank you. Thank you very much.
0:12:48 > 0:12:52And met a new type of customer.
0:12:52 > 0:12:56This place is different. I didn't realise how rich this area is.
0:12:56 > 0:13:01The expectations of the type of clients who come in here would be a lot different.
0:13:03 > 0:13:07I'm sure you've noticed it - the jump from high street to this.
0:13:07 > 0:13:12Obviously, yeah. It's two completely different atmospheres and everything.
0:13:12 > 0:13:17- This is like higher up state sort of thing.- A lot more. - People are spending a lot of money.
0:13:17 > 0:13:24- I do think we could have done with two minutes to try and organise everything.- No, that's just it.
0:13:24 > 0:13:28That is the reason why we threw you in at the deep end.
0:13:28 > 0:13:33It was to see your reaction and to see if you could prove that you have learnt something.
0:13:33 > 0:13:37It wasn't fault-free. By far. You know, there were errors.
0:13:37 > 0:13:42One thing I didn't particularly like was when you were congregating
0:13:42 > 0:13:45and talking about non-customer-related issues.
0:13:45 > 0:13:49Try never to turn your back to the customer.
0:13:49 > 0:13:52You've still got a lot to learn,
0:13:52 > 0:13:55but in 48 hours' time,
0:13:55 > 0:13:58you will be running this place on your own.
0:13:58 > 0:14:03And by that, I mean downstairs in the main restaurant.
0:14:03 > 0:14:06That means you're going to need extra training.
0:14:06 > 0:14:09- OK?- Fantastic.
0:14:09 > 0:14:13Before they are let loose in the restaurant on their own,
0:14:13 > 0:14:20the trainees' mentor Fred Sirieix wants to coach them in the specific demands of upmarket dining.
0:14:20 > 0:14:23The customers here have higher expectations
0:14:23 > 0:14:25than in a high street restaurant,
0:14:25 > 0:14:28so the trainees need to anticipate the guests' every need,
0:14:28 > 0:14:32master the art of attentive service without being obtrusive.
0:14:32 > 0:14:36People dine out to celebrate the most important times of their lives
0:14:36 > 0:14:42and Fred believes that attention to detail is key to making these occasions memorable.
0:14:42 > 0:14:46You're working in a restaurant. Niki and James come to this restaurant.
0:14:46 > 0:14:50They booked a table in advance, so you know they are coming.
0:14:50 > 0:14:56James is about to propose to Niki and Niki doesn't know. OK? She doesn't know.
0:14:56 > 0:15:00You know he's about to propose. He's asked for some champagne.
0:15:00 > 0:15:06He's asked for her favourite oysters to start with. He's planning to do it for dessert.
0:15:06 > 0:15:10Then he's asked for lobster after that, so all the menu is ordered.
0:15:10 > 0:15:14No menu will be given to them, so you really want it to go well.
0:15:14 > 0:15:18This is different. There's emotional attachment. It's exciting, isn't it?
0:15:18 > 0:15:23- All right.- I'm getting excited and it's not even real!- OK, let's go.
0:15:23 > 0:15:28- It's lovely to see you. How are you? All right? - It's great to see you.
0:15:28 > 0:15:30- Hello.- Niki, how are you?
0:15:30 > 0:15:36Fantastic. We have your table waiting for you, so if you'd like to follow me, I'll take you through.
0:15:36 > 0:15:39- Been a busy day for you? - It's been all right.
0:15:39 > 0:15:43- We've got Nikkita here waiting.- Hi. - Champagne on the table.
0:15:43 > 0:15:46- How are you two doing? - Very well.
0:15:46 > 0:15:48There we go. Thanks, Nikkita.
0:15:49 > 0:15:52I've got some champagne here for you.
0:15:52 > 0:15:56Would you like to taste it? No, a glass is fine for me.
0:15:56 > 0:16:00I think we know. We trust you. Yeah.
0:16:00 > 0:16:03And your starter will be on its way soon.
0:16:04 > 0:16:06Wow, so... Was it good?
0:16:06 > 0:16:10- It was relaxed.- It was relaxed, yeah. - It felt natural.
0:16:10 > 0:16:12That's the most important...
0:16:12 > 0:16:18What's going to be difficult in a couple of days is for you to be natural with these people.
0:16:18 > 0:16:21The trainees also need to read their customers
0:16:21 > 0:16:26and be prepared that a more upmarket clientele may have more specific demands.
0:16:26 > 0:16:30I don't know what the situation will be. People will ask certain things.
0:16:30 > 0:16:37Some people in my restaurant don't like to drink champagne out of a flute, but out of a coupette,
0:16:37 > 0:16:40so we get the coupette ready before they come.
0:16:40 > 0:16:44Maybe somebody wants lemon or lime with his water.
0:16:44 > 0:16:48Somebody would come and maybe would want a birthday cake ready.
0:16:48 > 0:16:52He would want you to bring it to the table
0:16:52 > 0:16:56because every year he celebrates his birthday in your restaurant.
0:16:56 > 0:17:01And he wants the manager to present it, then he wants it cut in the kitchen,
0:17:01 > 0:17:03then he wants you to bring it back.
0:17:03 > 0:17:08These people are very specific. They know what they want.
0:17:08 > 0:17:13And you've got to think that you are living a special moment with these guys.
0:17:13 > 0:17:19You've got to want to give a piece of your heart, a bit of your warmth. It's nice to be nice.
0:17:19 > 0:17:23Don't waste this opportunity. Don't waste it. Go for it.
0:17:26 > 0:17:30In two days' time, the trainees will be running the restaurant floor.
0:17:30 > 0:17:34Tonight, they'll be learning how it operates.
0:17:35 > 0:17:41Manager Gary Scott, who is in charge of all the floor staff here, knows how to deliver on high expectations.
0:17:41 > 0:17:45In terms of our approach to the guest,
0:17:45 > 0:17:49one of the key things is something we call "moments of magic".
0:17:49 > 0:17:54And that's about hunting for opportunities to delight the guest
0:17:54 > 0:17:58and make this not just about coming for lunch, coming for dinner,
0:17:58 > 0:18:04but about coming along and really creating a memorable experience for our guests.
0:18:06 > 0:18:10It's Friday night and over 100 customers are booked in.
0:18:10 > 0:18:16Tonight, each trainee will shadow a member of the floor staff to learn how to run a busy service.
0:18:16 > 0:18:21OK, in a few minutes, you're going to be working in the restaurant.
0:18:21 > 0:18:27I want you to experience the service, so watch the waiters, soak it up and get stuck in.
0:18:27 > 0:18:32Michel will be keeping an eye on the trainees as they learn the ropes.
0:18:33 > 0:18:38The floor is led by a maitre d' who personally greets and seats all the guests.
0:18:38 > 0:18:41- Have you got a table booked?- Yes. - What name?- Hambley.
0:18:41 > 0:18:44And shows them to their seat.
0:18:44 > 0:18:50Customers are then introduced to their own dedicated waiter who is in charge of up to seven tables.
0:18:50 > 0:18:54- Do you know the table numbers?- No. - Go through them.
0:18:54 > 0:18:58They go round in a circle. They start here at 15, 16, 17.
0:18:58 > 0:19:02The table by the mirror is 18, then we have 19 here, 20.
0:19:02 > 0:19:07- It goes round in a loop and comes back down.- I won't remember that.
0:19:07 > 0:19:14Niki's looking a bit nervous and unsure, but if she sticks by Sophie, she'll start to pick it up.
0:19:14 > 0:19:19Personal service is paramount and floor staff must engage with the customers,
0:19:19 > 0:19:22as well as anticipating and attending to their every need.
0:19:22 > 0:19:28When you take the orders, you're supposed to lean in and interact with each person?
0:19:28 > 0:19:32- I think that would be time-consuming going round each person.- Yeah.
0:19:32 > 0:19:38We try and give a personal service, but you need to keep up speed because you've got other tables.
0:19:38 > 0:19:43In this restaurant, a dedicated team of runners bring the food orders from the kitchen,
0:19:43 > 0:19:48so waiters have more time to pay attention to small details.
0:19:48 > 0:19:53Central to the waiters' role here is selling what's on the menu.
0:19:53 > 0:19:59Specials change each day and have to be pushed and side dishes help bump up the spend per head.
0:19:59 > 0:20:03A lot of the main courses are sold without any accompaniments,
0:20:03 > 0:20:09so the waiters have to sell the side orders - the extra portion of green vegetables, side order of chips.
0:20:09 > 0:20:15But the customer wants the interaction with the waiter and they want the recommendation.
0:20:15 > 0:20:18- The steak for me. - How would you like that cooked?
0:20:18 > 0:20:20- Medium-rare.- Not a problem.
0:20:20 > 0:20:27For the fillet of steak, you have to get them side dishes because it is only a fillet and peppercorn sauce.
0:20:27 > 0:20:32- Right, OK. - So you need chips, maybe broccoli with hollandaise sauce or spinach.
0:20:32 > 0:20:37- OK.- They definitely need...- Would you like a side with your steak?
0:20:37 > 0:20:40- Spinach, please. - The spinach. Not a problem.
0:20:40 > 0:20:44Nearly half the turnover is made on drinks and it's the responsibility
0:20:44 > 0:20:47of the sommelier, the dedicated wine waiter,
0:20:47 > 0:20:51to recommend and sell wines that complement the customer's food.
0:20:51 > 0:20:55- You find out what he's eating and give him a few recommendations.- OK.
0:20:57 > 0:21:01- What is everybody having to eat this evening?- Chicken.
0:21:01 > 0:21:06If you're having chicken, you don't want to go for something that's too heavy.
0:21:08 > 0:21:14- Hi, guys. How was everything with your meal?- It was lovely. - Lovely?- Yeah.- Good.
0:21:14 > 0:21:17It's just a usual Friday night, really busy bar.
0:21:17 > 0:21:24Busy tables. It's really good for the guys to be thrown in at the deep end. They're doing really well.
0:21:24 > 0:21:30This restaurant is all about a kind of high level of service, presentation, ambience.
0:21:30 > 0:21:35It's also a place you come to be seen, so the client's expectations are a lot higher.
0:21:35 > 0:21:39Be careful not to spill it and just tip it in really slowly.
0:21:39 > 0:21:44Your wine hasn't got any sediment, but mine will have, so I have to be really careful
0:21:44 > 0:21:46towards the end of the bottle.
0:21:46 > 0:21:51The staff here are primed to help people celebrate big occasions,
0:21:51 > 0:21:55anything from birthdays to anniversaries to engagements.
0:21:55 > 0:21:57Oh, my God!
0:21:57 > 0:21:59- Will you marry me?- Yeah.
0:21:59 > 0:22:01APPLAUSE
0:22:02 > 0:22:09And now at the end of a long day, the trainees have a chance to light up one of their own.
0:22:09 > 0:22:12Danielle, the youngest trainee, has turned 18.
0:22:13 > 0:22:16# Happy birthday to you
0:22:16 > 0:22:20# Happy birthday to you
0:22:20 > 0:22:26# Happy birthday, dear Danielle
0:22:26 > 0:22:30# Happy birthday to you! #
0:22:30 > 0:22:33APPLAUSE
0:22:34 > 0:22:36WHISTLES
0:22:39 > 0:22:41CHEERING
0:22:41 > 0:22:44- Happy birthday, Danielle.- Thank you.
0:22:44 > 0:22:46- Moment of magic.- It is.
0:22:48 > 0:22:51It was lovely. Look at that.
0:22:51 > 0:22:54It's even got my name on it.
0:22:54 > 0:22:59In less than 48 hours' time, Michel's trainees will be running service at this restaurant
0:22:59 > 0:23:04and trying to deliver those magic moments on their own.
0:23:04 > 0:23:10Before they can call it a day, Michel has one more surprise for them.
0:23:10 > 0:23:16This restaurant prides itself on looking after its customers and you got a little glimpse of that today.
0:23:16 > 0:23:21I think all of you realise that this is something very special.
0:23:21 > 0:23:26Probably the day that can be most special for anybody is their wedding day.
0:23:26 > 0:23:30- And...- What?- Somebody is going to get married tomorrow.
0:23:30 > 0:23:34And you're going to be helping to run that very, very special event.
0:23:34 > 0:23:36Are you mad? Are you serious?
0:23:36 > 0:23:41We've done two services and now we're going to be running someone's wedding?
0:23:41 > 0:23:43That's fantastic.
0:23:43 > 0:23:47Seriously, oh... That's brilliant, that is.
0:23:47 > 0:23:50Can you make their occasion special?
0:23:50 > 0:23:53It depends in which way special you want it!
0:23:53 > 0:23:56They'll definitely never forget it!
0:23:58 > 0:24:01To be honest, I wouldn't book us lot for my wedding.
0:24:03 > 0:24:06But I'm looking forward to it, yeah.
0:24:06 > 0:24:12This isn't a party or a one-off or a night out. This is their big day. Hopefully, we can rise to it.
0:24:20 > 0:24:24The Great Hall in south-west Lancashire specialises in weddings
0:24:24 > 0:24:28and today's ceremony has been booked for nearly two years.
0:24:28 > 0:24:31Michel has brought the group here
0:24:31 > 0:24:36to show them that working in the service industry can have a real purpose
0:24:36 > 0:24:42and to help them understand the responsibility of helping people celebrate their important occasions.
0:24:42 > 0:24:45- Come on, guys.- Hi. Good morning.
0:24:45 > 0:24:51- Bright and breezy, bright and chirpy?- Bright and wet!- This is what the service industry is all about.
0:24:51 > 0:24:55You had a really late night, an early start this morning.
0:24:55 > 0:24:59There can be no greater day than your wedding day.
0:24:59 > 0:25:03Expectation is even higher.
0:25:03 > 0:25:06Gary Bates is in charge of today's event.
0:25:06 > 0:25:10A big day for two very special people. There's a lot of pressure.
0:25:10 > 0:25:14We have to make sure that every event we do is absolutely tip-top.
0:25:16 > 0:25:21In four hours' time, 75 guests will be expecting a formal, three-course wedding banquet
0:25:21 > 0:25:25and the trainees will assist the regular staff
0:25:25 > 0:25:29who must make sure everything is prepared and served on time.
0:25:29 > 0:25:35I've catered for many weddings and they give me the butterflies because the expectations are so much higher.
0:25:35 > 0:25:41They're even higher, I feel, than catering for one of my fine-dining restaurants or my father.
0:25:41 > 0:25:45It gives me goose bumps just thinking about cooking for my dad,
0:25:45 > 0:25:50but preparing everything for a wedding? It doesn't get any greater than that.
0:25:50 > 0:25:54Today, Nikkita, Niki and Tom will be joining the drinks team.
0:25:54 > 0:25:59These are the three wines that you offer to the guests during the wedding breakfast.
0:25:59 > 0:26:05James, Danielle, Ashley and Brooke will be responsible for transforming the space,
0:26:05 > 0:26:09first set out as the ceremonial hall, that becomes the dining area.
0:26:09 > 0:26:16We've set one up for you to look at. The cutlery is polished, the napkins are folded, the glass is polished.
0:26:16 > 0:26:21I want you guys to look at that set-up and, between you all, get that table laid.
0:26:24 > 0:26:26Someone do napkins.
0:26:26 > 0:26:30I'll do glasses. Do you want to do that?
0:26:30 > 0:26:36Attention to detail needs to be paid to the laying out for the formal wedding breakfast,
0:26:36 > 0:26:39the celebratory meal held after a marriage ceremony.
0:26:39 > 0:26:41This looks too crammed together.
0:26:41 > 0:26:45Floor manager David assesses the group's table-laying skills.
0:26:45 > 0:26:50You were all running round the table doing the same thing at the same time.
0:26:50 > 0:26:54We need to break that down and task ourselves up with detail.
0:26:54 > 0:26:59First, we get the napkins down and in position and we build the setting up from there.
0:26:59 > 0:27:06This type of formal service demands that everyone at the table gets served their food at the same time,
0:27:06 > 0:27:09so it also requires teamwork.
0:27:09 > 0:27:15- We've got our plates. You'll drop off at your position. Where's your position?- Here.- Yeah, so stop.
0:27:15 > 0:27:21Stop at your position. You've stopped at your position, you've stopped at your position. I'm here.
0:27:21 > 0:27:26We're all to the left of the guest. I'm going in with my first plate. So do you.
0:27:26 > 0:27:30The waiting team will follow Danielle out to the guest tables,
0:27:30 > 0:27:37serve the food, then Ashley will take them back to the kitchen, but the top table is a different story.
0:27:37 > 0:27:41- So Danielle is going to look after our bride and groom.- Oh, God!
0:27:41 > 0:27:45It's dead easy. It's exactly the same as any other guest.
0:27:45 > 0:27:49OK? In restaurant service, you're focused on the table yourself.
0:27:49 > 0:27:56This is all about team because we're dealing in bigger numbers. Everyone needs to be served at the same time.
0:27:56 > 0:28:02Drinks team Tom, Nikkita and Niki will be serving three tables each throughout the wedding breakfast,
0:28:02 > 0:28:06so they must be confident and engage with the guests as much as possible.
0:28:06 > 0:28:10Do you know what you're going to say when you approach the table?
0:28:10 > 0:28:13- Nikkita?- Hi...
0:28:14 > 0:28:19Can I offer you a glass of... white, red or rose wine?
0:28:19 > 0:28:22- What's your name?- Nikkita.
0:28:22 > 0:28:26- You say, "Hi, I'm Niki. I'll be your bar waiter for tonight."- Fabulous.
0:28:26 > 0:28:30You're stood well. You're not. I don't want to see any of this.
0:28:30 > 0:28:32I'm cold and I need the toilet.
0:28:32 > 0:28:37When you're stood by your tables, you stand properly or with your hands behind.
0:28:37 > 0:28:41I don't want to see any of this or "I'm tired".
0:28:41 > 0:28:44Whether you need the toilet or you're cold, it doesn't matter.
0:28:44 > 0:28:48- I can stand properly. - Good. That's what we want.
0:28:49 > 0:28:51That's an "attitude" stance.
0:28:53 > 0:28:55OK, right...
0:28:55 > 0:29:00Some of them have got a bit of an attitude clearly, which can't come across.
0:29:00 > 0:29:04We've had to speak to them, but I'm sure they'll be fine.
0:29:06 > 0:29:11As the guests start to arrive ahead of bride and groom Clare and Paul,
0:29:11 > 0:29:15the trainees take their places at the bar and in the kitchen.
0:29:15 > 0:29:19Clare's been planning for the last two years. She's our only daughter.
0:29:19 > 0:29:25It is the most important day of her and Paul's life and I expect everything to be perfect.
0:29:25 > 0:29:33It is my privilege and pleasure to now declare you husband and wife. You may kiss the bride.
0:29:35 > 0:29:39I think I'm going to drop it. Right, I've got it.
0:29:39 > 0:29:43Am I nervous? A little bit, actually.
0:29:43 > 0:29:46Just because I really want to do well for them.
0:29:48 > 0:29:53In just over an hour, the guests will be sitting down to eat,
0:29:53 > 0:29:57so with 75 table places to set, the floor team get cracking.
0:30:03 > 0:30:08The skills that they're learning here can be translated very easily
0:30:08 > 0:30:11into everyday life in a busy restaurant.
0:30:11 > 0:30:16It's the organisational skills and the self-discipline that they have to learn.
0:30:16 > 0:30:19Little details that they'll see later on.
0:30:19 > 0:30:22This is definitely a kind of OCD, obsessive job.
0:30:22 > 0:30:26It's all about the little things making a big difference.
0:30:26 > 0:30:31If it goes wrong and we're to blame, that's their day ruined for ever.
0:30:31 > 0:30:35You can't do it again, so it's a lot of pressure.
0:30:35 > 0:30:42They're doing OK. They're doing OK. Yeah, we're getting there. Just got to get the service right now.
0:30:42 > 0:30:48During the three-course meal, Brooke will be in charge of sending the correct food out from the kitchen.
0:30:48 > 0:30:52Ashley and Danielle are serving and James will be overseeing the floor.
0:30:52 > 0:30:55James, you'll be waiting by the top table.
0:30:55 > 0:31:00Once the bride and groom get close into position, you'll do the chairs for them.
0:31:00 > 0:31:07We'll go straight into service from there. Danielle leads us out, Ashley at the back. Top table first.
0:31:07 > 0:31:11- How are we serving it?- Bride first. - Bride and groom. That's you.
0:31:11 > 0:31:16If we're having a problem, we stop service. We don't try and rectify it by going faster.
0:31:16 > 0:31:22We pull it together and we go again. If one part of the team doesn't work, the whole thing falls apart.
0:31:22 > 0:31:27They've been given huge responsibilities, but it's military precision they have to learn.
0:31:27 > 0:31:30It has to go to clockwork. Bang, bang, bang!
0:31:30 > 0:31:34In just a few minutes' time, there will be no second chances
0:31:34 > 0:31:39and the pressure not to spoil this unique occasion is beginning to tell.
0:31:39 > 0:31:43- Let's go. - We're just practising, yeah?- Yeah. Practise, practise, practise.
0:31:43 > 0:31:46Do I need to go first? No.
0:31:46 > 0:31:50Then what are they doing? Ashley, will you stop pushing me?
0:31:50 > 0:31:53Just listen to him. I can't hear him, Ashley!
0:31:53 > 0:31:57He's told you all afternoon. I can't hear him down in there!
0:31:57 > 0:32:02- Danielle...- Stop pushing me! I'm not pushing you. - Enough now, Ashley, OK?
0:32:07 > 0:32:12If you walk out in a strop, she doesn't look like the bad one. You look like the bad one.
0:32:12 > 0:32:17Whether you care about what people think, what they think about you means a hell of a lot.
0:32:17 > 0:32:22All I said was, "Wasn't I supposed to go first?" He's nudging me, going, "Come on, Danielle."
0:32:22 > 0:32:26- Pushing and pushing me like that. I'm like, "Just get off me!"- Move on.
0:32:26 > 0:32:33- Customer first.- We can't be like that in front of the guests.- I know. - We deal with problems back here.
0:32:33 > 0:32:39As the guests take their seats, the team are having to learn to put their own emotions to one side
0:32:39 > 0:32:43and give their full attention on this special day.
0:32:43 > 0:32:46I'm absolutely loving it.
0:32:46 > 0:32:50I'm really loving it today. This is what I'm all about.
0:32:50 > 0:32:55I love the glamour and the excitement of it. I could do this all the time. Definitely.
0:32:55 > 0:32:59Red or white wine? It's a Chardonnay or a Merlot.
0:32:59 > 0:33:02I can get any drinks for you, anything like that.
0:33:02 > 0:33:06- Do you want to drink that first, so you get more?- Absolutely.
0:33:06 > 0:33:12Nikkita's opened up. That big smile is there! The customers are laughing and giggling with her.
0:33:12 > 0:33:15I'm really enjoying it. I like it.
0:33:15 > 0:33:17It's better.
0:33:17 > 0:33:21It seems more meaningful than just working in a restaurant.
0:33:22 > 0:33:29With over 20 waiters responsible for the 75 guests, the aim is to serve everyone simultaneously,
0:33:29 > 0:33:32so that the tables can enjoy their meals at the same time.
0:33:32 > 0:33:39- Danielle, come on, they're waiting out here!- Let's go, let's go. Think about everything you've been taught.
0:33:39 > 0:33:43My trainees are part of the most important day of this couple's life.
0:33:43 > 0:33:48- There you go. - They're really getting a buzz out of it and it's great to see.
0:33:48 > 0:33:52It's a wee bit slow, but we're getting there.
0:33:52 > 0:33:58It's different doing it empty-handed and now doing it with plates, but they're getting the hang of it.
0:33:58 > 0:34:04On the pass, it's essential that Brooke manages the relationship between the kitchen and the waiters
0:34:04 > 0:34:08to ensure all the dishes go out correctly and they're still hot.
0:34:08 > 0:34:14- What's your next table, Brooke? - Table 2, eight people, one no sauce and one child eating.
0:34:14 > 0:34:17The child is position nine. That's you.
0:34:17 > 0:34:22Brooke is taking control of the pass. She's ticking off the tables properly.
0:34:22 > 0:34:24Things are going very well.
0:34:24 > 0:34:29- There's two there. - 18-year-old Brooke has been working as a school dinner lady
0:34:29 > 0:34:35and feels she has failed to live up to the promise she showed when she was younger.
0:34:35 > 0:34:38I got offered a scholarship to an all-girls school
0:34:38 > 0:34:42for an adult standard of English, but I turned it down.
0:34:42 > 0:34:45Then when I went to secondary school,
0:34:45 > 0:34:49I turned into a bit of a class clown and I was naughty.
0:34:49 > 0:34:52I went to college, but I dropped out.
0:34:52 > 0:34:57I'd say I'm a doer. I learn easier if I'm doing it.
0:34:57 > 0:35:03If I'm thrown in at the deep end, then I'll get myself out and be good.
0:35:03 > 0:35:07Today's service is a chance for all Michel's trainees
0:35:07 > 0:35:13to show they've absorbed the lessons about being attentive to customers and anticipating their needs.
0:35:13 > 0:35:17- Shall I go and see if they've got a high chair?- No, it's all right.
0:35:17 > 0:35:20- They only had two, so we brought our own one.- OK.
0:35:20 > 0:35:25We pulled Nikkita to one side as hers is the only table where one of the guests has come over
0:35:25 > 0:35:29and commented on her service and her attention to detail,
0:35:29 > 0:35:34- so she was really chuffed about that. - Good. That is just Nikkita.
0:35:34 > 0:35:37She starts off being very cold, very surly,
0:35:37 > 0:35:43but as soon as she's into the swing of things, she's great and very attentive.
0:35:43 > 0:35:46- She's got the eye.- Yeah. - And she's clever.
0:35:47 > 0:35:51Two hours into service and the final course goes out.
0:35:51 > 0:35:56In six weeks' time, Michel will be awarding two Academy of Food and Wine scholarships,
0:35:56 > 0:36:00but ultimately, he wants all seven trainees to learn
0:36:00 > 0:36:03and benefit from every challenge he sets them.
0:36:03 > 0:36:09I think today, the point of this process, this task, was to deliver on expectation.
0:36:10 > 0:36:14I cared more about this emotionally than the things we've done so far,
0:36:14 > 0:36:18so I sort of put more of my heart and soul into it.
0:36:18 > 0:36:21And I just loved it.
0:36:21 > 0:36:26It was a huge day, but I enjoyed it so much. I enjoyed it more than I ever thought I would.
0:36:26 > 0:36:33Today has been absolutely amazing. The service has lived up to everything that I'd ever want.
0:36:33 > 0:36:36It was brilliant, yeah. I loved it, me.
0:36:36 > 0:36:38CHEERING
0:36:40 > 0:36:44I've just spoken to the bride and groom and they are so happy.
0:36:44 > 0:36:48They have had a truly memorable day.
0:36:48 > 0:36:55They said that they could see that you guys have had a truly memorable day as well. You guys excelled.
0:36:55 > 0:36:59The bride and groom, the family, the friends are going to go home
0:36:59 > 0:37:03and say, "Yes, exceeded our expectations."
0:37:03 > 0:37:05Well done, guys.
0:37:07 > 0:37:12I think working today at this wedding has given my trainees a lot more confidence.
0:37:12 > 0:37:18They've learnt to deliver expectations and beyond and they now know what's expected.
0:37:18 > 0:37:24That'll stand them in good stead for tomorrow when they have to take over Paul's restaurant completely
0:37:24 > 0:37:27and run it as a team.
0:37:31 > 0:37:36The next morning, Michel's trainees are back in Alderley Edge.
0:37:38 > 0:37:42- They're here now.- Oh! There they are. Hiya, guys.
0:37:42 > 0:37:50Big day today. We want you to take over this restaurant and all that responsibility that it entails.
0:37:50 > 0:37:56The next step is tasting some of the dishes, so that you know immediately what they are,
0:37:56 > 0:38:01so you know what you're talking about when you're talking to the customers.
0:38:01 > 0:38:05Tonight, the trainees will be expected to up-sell the specials
0:38:05 > 0:38:09which head chef Matt has created using exclusive ingredients.
0:38:09 > 0:38:14This is one of the specials for this evening. This is Joselito, acorn-fed, 36 month-aged ham.
0:38:14 > 0:38:18It's about £600 for that ham.
0:38:18 > 0:38:24It's something that the customers are going to appreciate because it's unique.
0:38:24 > 0:38:28This one is your other special. You've got your ham and sea trout.
0:38:28 > 0:38:33- We've got some local asparagus and this is a duck egg yolk.- Duck egg?
0:38:33 > 0:38:38- We've cooked it for two hours at 62 degrees and you get the yolk like that.- Is it hard?
0:38:38 > 0:38:43When you touch that yolk, it'll explode and make your sauce with the shrimps.
0:38:43 > 0:38:48These are only a few dishes in the menu. Taste them, memorise them.
0:38:48 > 0:38:55And most important, we want you to sell as many of the house specials as you can.
0:38:55 > 0:38:58Let's not forget as well, when you're taking orders,
0:38:58 > 0:39:03if you sell a cheese... "Would you like a glass of port to go with your cheese?"
0:39:03 > 0:39:06"Sweet wine with a banana souffle?" "Yes, please."
0:39:06 > 0:39:11We've got to get this into our heads - customer satisfaction.
0:39:11 > 0:39:16And, of course, you're bringing in money for your boss. OK? Dig in!
0:39:16 > 0:39:21- The trainees don't always have to like what they're tasting. - It tastes like mouldy feet!
0:39:21 > 0:39:27But it's vital that they push the specials, so that expensive ingredients don't go to waste.
0:39:27 > 0:39:30How do I feel? Nervous.
0:39:30 > 0:39:37Leaving your restaurant with a load of youngsters who really don't know how to run a restaurant yet.
0:39:37 > 0:39:42I hope that Michel and Fred have both trained these youngsters well enough.
0:39:42 > 0:39:46Tonight, the restaurant is expected to be full
0:39:46 > 0:39:50and Michel's trainees will take the place of the seven regular waiters.
0:39:50 > 0:39:54Fred has arrived to provide some last-minute tuition
0:39:54 > 0:40:00and before Michel reveals tonight's roles, there is just time for a special moment of magic.
0:40:00 > 0:40:04I've got a present for Danielle. It was her 18th birthday, wasn't it?
0:40:04 > 0:40:09- Because you get stressed, I got you this tea I like. It's a herbal tea.- Thank you, Fred.
0:40:10 > 0:40:15It's anti-stress and I've got a meal for two for you in my restaurant.
0:40:15 > 0:40:17Oh! No? Really?
0:40:17 > 0:40:19Oh!
0:40:19 > 0:40:22You can invite Ashley if you like.
0:40:22 > 0:40:25- Thank you very, very much. - You're welcome.
0:40:25 > 0:40:31- Are you crying?- I'm about to. I'm on the verge. I'm on the verge. It's tears of joy. I'm on the verge.
0:40:31 > 0:40:36Great. Good. Well, it's that time, isn't it?
0:40:36 > 0:40:40That time of you guys being split up into your various duties.
0:40:40 > 0:40:43Brooke, you're on the floor upstairs.
0:40:43 > 0:40:47Tom, you're on the floor upstairs as well.
0:40:47 > 0:40:53James, I want you to look after the restaurant downstairs.
0:40:53 > 0:40:57You will be on your own.
0:40:59 > 0:41:01OK...
0:41:01 > 0:41:03Jesus!
0:41:03 > 0:41:06Ashley, you're behind the bar.
0:41:06 > 0:41:11Danielle, you will be taking the drinks on the trays to the tables.
0:41:11 > 0:41:16- That leaves Niki and Nikkita. - Oh, no, I know what's coming.
0:41:16 > 0:41:22- Niki, I want you to be our sommelier.- Oh, lovely. Yeah, that's all right.
0:41:24 > 0:41:27Oh, my days! < Go, girl.
0:41:28 > 0:41:31I don't want it. Take it back.
0:41:31 > 0:41:33Take it back.
0:41:33 > 0:41:36Nikkita, you are our maitre d' for tonight.
0:41:36 > 0:41:39APPLAUSE Go on, girl. >
0:41:39 > 0:41:43- You'll be great. > - Take a deep breath.
0:41:43 > 0:41:48Up until now, you've been a bit stony-faced for the first 10, 20 minutes.
0:41:48 > 0:41:55We can't afford that. You'll have to smile and be your great, natural self from the very beginning.
0:41:55 > 0:42:01I feel shocked that he's actually said that he's putting trust in me to do it
0:42:01 > 0:42:06because if I'm completely honest, I don't trust myself to do it at all.
0:42:06 > 0:42:13With an hour to go, Fred has a final lesson for the floor team on how to read this evening's customers
0:42:13 > 0:42:15and anticipate their needs.
0:42:15 > 0:42:20Here, this is like a village and it's full of very, very wealthy people,
0:42:20 > 0:42:23so the expectations are going to be very high.
0:42:23 > 0:42:27Last week, only one trainee managed to remember the magic touch.
0:42:27 > 0:42:31Tonight, it is essential they put it into practice.
0:42:31 > 0:42:35It is the easiest way to add a touch of class to an ordinary service.
0:42:35 > 0:42:41I want you to be behind every customer when they sit down and get up. I want you to magic-touch them.
0:42:41 > 0:42:43OK, Brooke, take a seat here, please.
0:42:44 > 0:42:47Magic touch. Et voila!
0:42:47 > 0:42:50Don't forget, look at the people.
0:42:50 > 0:42:56Maybe somebody has a very big watch with lots of diamonds or somebody has got some nice Jimmy Choo shoes.
0:42:56 > 0:42:59It may indicate how much they are prepared to spend,
0:42:59 > 0:43:04so read your customers so that before they tell you what they want, you know what they want.
0:43:04 > 0:43:08As the sommelier, Niki needs to familiarise herself
0:43:08 > 0:43:12with the wines from the cellar to best complement the house specials.
0:43:12 > 0:43:17Both champagnes, Marquis de Marillac and the Louis Roederer, great aperitif,
0:43:17 > 0:43:23good with shellfish, seafood, particularly with the turbot which has a champagne sauce with it.
0:43:23 > 0:43:28- Is the turbot a fish? - It's a meaty-style fish, yes. We'll move down to the whites.
0:43:28 > 0:43:33We have a Sauvignon Blanc, a Gewurztraminer and a Bourgogne Blanc.
0:43:33 > 0:43:36- If we look at this...- What was that?
0:43:36 > 0:43:41Gewurztraminer. Quite sweet on the palate, lots of fruit, very aromatic.
0:43:41 > 0:43:44This will go perfect with the scallops.
0:43:44 > 0:43:49Red wines, a Shiraz from Sicily, Pinot Noir and a big Bordeaux.
0:43:49 > 0:43:55- Try and push that with the beef fillet. OK, have you got any questions?- Yeah, hundreds.
0:43:56 > 0:44:00If I'm going to be OK, you're going to be OK. Yeah? Yeah?
0:44:00 > 0:44:05With less than half an hour till doors open, the trainees get to work.
0:44:05 > 0:44:10I'm just calling to confirm a booking for a table at London Road this evening.
0:44:12 > 0:44:19Tonight, the customers will expect a very high level of service, so that's what we're going to deliver.
0:44:20 > 0:44:25That pudding is weighty and the Gewurztraminer is quite weighty too
0:44:25 > 0:44:29- with enough acidity to go with the butter.- Yeah.
0:44:29 > 0:44:36My wine knowledge at the moment is limited. I know a bit about different types of grapes. That's about it.
0:44:37 > 0:44:41This is all about the magical moments and making them feel special.
0:44:41 > 0:44:46It's a chance to shine, but it's a chance to absolutely fall on my face as well.
0:44:46 > 0:44:506pm and the brasserie is now in the hands of the trainees.
0:44:50 > 0:44:54Guys, the restaurant is open. Come on, let's get ready.
0:44:54 > 0:44:58Over the next five hours, over 100 customers are booked in.
0:44:58 > 0:45:01Girls, get up. The customers are here.
0:45:01 > 0:45:07Just like a regular evening service, two runners will be bringing food orders from the kitchen,
0:45:07 > 0:45:11leaving the waiters at the service and the mercy of the guests.
0:45:11 > 0:45:16As the customers arrive, the first person they see is maitre d' Nikkita.
0:45:16 > 0:45:22- Have you got a table booked for this evening?- Yes.- What's the name? - Boulton.- One second.
0:45:22 > 0:45:26- As well as checking the reservations...- Follow me this way.
0:45:26 > 0:45:31..Nikkita's job is to make the guests feel happy and welcome.
0:45:31 > 0:45:35This is your table. If you'd like to take a seat...
0:45:35 > 0:45:39- Then hand them over to their waiter. - Your waiter is called James.
0:45:39 > 0:45:43- As soon as I find him, I'll send him down to you.- Thank you.
0:45:43 > 0:45:46The waiters who are at their tables offer drinks...
0:45:46 > 0:45:52- How are you? All right?- So far. - Fantastic. Can I get you a glass of champagne to start?
0:45:52 > 0:45:55..that are brought out by Danielle or sommelier Niki.
0:45:55 > 0:45:57CORK POPS Oh!
0:45:57 > 0:45:59And for main?
0:45:59 > 0:46:02- Lobster and crab cocktail. - Lobster and crab.
0:46:02 > 0:46:07The duck. Lovely choice. And for yourself, sir?
0:46:07 > 0:46:11Owner Paul will be keeping an eye on the trainees, as will Fred and Michel.
0:46:11 > 0:46:17The first few tables have come in on time and my trainees are finding their feet.
0:46:17 > 0:46:22But they've got to hit the ground running and push these first tables out.
0:46:22 > 0:46:25They can't afford to get snowed in.
0:46:25 > 0:46:28Some lovely bread and butter for you as well.
0:46:28 > 0:46:33I'm a bit daunted. Yesterday wasn't really a challenge for me at all. I wasn't doing much.
0:46:33 > 0:46:39Today, I think because of that, I've been given this huge task. I'm up for it.
0:46:39 > 0:46:42But I'm nervous, definitely nervous.
0:46:42 > 0:46:46Upstairs, Tom is serving the six tables towards the back
0:46:46 > 0:46:49while Brooke's seven tables are by the window.
0:46:49 > 0:46:51Thank you very much.
0:46:51 > 0:46:57Brooke did a fantastic magic touch. She was four metres behind him and she got him. World-class!
0:46:57 > 0:47:01- Yes, yes.- That was the best magic touch I've seen here.
0:47:01 > 0:47:05- The best. Well done. This is a world record.- Thank you.
0:47:05 > 0:47:11This is what I'm meant to be in for. This is more me. This is what I'm meant to be doing.
0:47:11 > 0:47:14Good evening. Have you got a table booked for this evening?
0:47:14 > 0:47:20As well as welcoming guests, Nikkita must oversee the team and step in if anything starts to go wrong.
0:47:20 > 0:47:24Everyone's been seated. All the reservations are right.
0:47:24 > 0:47:30No-one's had an argument or dropped anything yet. People have got their food all right, so it's going OK.
0:47:30 > 0:47:36- They're really enjoying it. - It's fun, but it's doing a job and it's doing it well.
0:47:36 > 0:47:42They're trying to do it to a standard which they never did before, so that's good.
0:47:42 > 0:47:44And their standard is high.
0:47:44 > 0:47:4770% of the customers here are regulars
0:47:47 > 0:47:51and they expect the same high level of service every time they visit.
0:47:51 > 0:47:57- Hi. Have you got a reservation this evening?- Yeah.- Can I ask what the name is?- Griffiths.
0:47:57 > 0:48:00If you'd like to follow me to your table...
0:48:02 > 0:48:04Here's your wine list for this evening.
0:48:04 > 0:48:09Brooke will be your waitress for this evening. She'll look after you.
0:48:09 > 0:48:15- Do you know what you want to drink? - Still water at room temperature. - Still water. Sorry, what was that?
0:48:15 > 0:48:17- At room temperature. - At room temperature.
0:48:17 > 0:48:24- Keep smiling.- I was trying. She was being really horrible.- Don't worry. People are like that sometimes.
0:48:24 > 0:48:27- She wasn't smiling back. - It doesn't matter.
0:48:27 > 0:48:29Hi there. Cotes du Rhone blanc?
0:48:29 > 0:48:36- No, I ordered the Cotes du Rhone red wine.- Red wine? OK, I will get that fixed for you right now.
0:48:36 > 0:48:39And the still water? Would you both like a glass?
0:48:46 > 0:48:52You want room temperature? I'll take them both away and get them fixed for you.
0:48:52 > 0:48:56I've been here many times before and I expect impeccable service.
0:48:56 > 0:48:59I'm quite fussy with my drinks and my food.
0:48:59 > 0:49:02If you don't get what you ask for and you have to keep asking,
0:49:02 > 0:49:08then they're not listening and you think, "I won't go there again." That's happened to me in the past.
0:49:08 > 0:49:11We have the crab. Lobster and crab?
0:49:11 > 0:49:12No...?
0:49:12 > 0:49:15Yeah, pea soup?
0:49:15 > 0:49:19- Mine was a black pudding. - Black pudding. Sorry, that is this.
0:49:19 > 0:49:23- I apologise. That's the black pudding for you.- It's not lobster and crab?
0:49:23 > 0:49:29It's not lobster and crab. I was told something else, but it is actually the black pudding.
0:49:29 > 0:49:33- Sorry for the mix-up with the wine, so that's the red wine for you.- Yes.
0:49:36 > 0:49:40The water was actually room temperature. It hasn't been chilled.
0:49:40 > 0:49:45But if you want to give that a feel and it's still too cold for you, we can warm it up.
0:49:45 > 0:49:51Yeah, if you can warm it up. It's too cold for me. I'm already feeling freezing.
0:49:51 > 0:49:56Yeah, I'll warm it up. It'll take a few minutes, then I'll bring it back.
0:49:56 > 0:50:02Table 15 are the perfect customers for our trainees to see what they're made of.
0:50:02 > 0:50:09They've gone overboard gushing and being really nice to them and trying their damnedest. I love to see that.
0:50:11 > 0:50:15Michel is expecting the trainees to up-sell on the house specials.
0:50:16 > 0:50:23First of all is a 36-month-old, smoked Spanish ham called Joselito.
0:50:23 > 0:50:26It's acorn-fed, so it's really fatty and really flavoursome.
0:50:26 > 0:50:33That comes with some goat's cheese and some Italian tomatoes and some wild leaves. It's really tasty.
0:50:33 > 0:50:39We've been pushing the ham. I think we've got about three of those out and three of the main course as well.
0:50:39 > 0:50:43I've been using long words and a bit of romantic imagery
0:50:43 > 0:50:46to sell some of it. That seems to be going down a treat.
0:50:46 > 0:50:51Also, we've got a main course special which is the sea trout
0:50:51 > 0:50:55and that comes also with some local produce, that's local asparagus.
0:50:55 > 0:50:59The duck egg is cooked for two hours at 62 degrees,
0:50:59 > 0:51:03so when you break it open, it's not runny, it's velvety, it's soft.
0:51:03 > 0:51:08Such was the eloquence of your disquisition on the sea trout, I will have that.
0:51:08 > 0:51:12- I hope not to let you down. - I'm sure you won't.
0:51:12 > 0:51:14Niki needs to up-sell the wine.
0:51:14 > 0:51:20- Would you be interested in a dessert wine or a sweet wine to go with your dessert?- Let's have a look.- Yeah.
0:51:20 > 0:51:26I would recommend the Fernando Castilla with that just because it's designed to go with the torte.
0:51:26 > 0:51:30It's full-bodied enough to combat the chocolate.
0:51:30 > 0:51:35The wedding yesterday gave me a bit more confidence in relaxing and speaking to people.
0:51:35 > 0:51:38I've managed to calm down more and keep a cool head
0:51:38 > 0:51:43and utilise what I've learnt so far and put it into practice tonight.
0:51:43 > 0:51:47Two hours into service and the first wave of customers have been served.
0:51:47 > 0:51:50There are still another 40 covers to come.
0:51:50 > 0:51:54- As soon as they're done, you need to re-lay the table.- OK.
0:51:54 > 0:51:57- If you need any help, just shout. - Yeah, will do.
0:51:57 > 0:52:03I hope that they won't panic. That's the worst thing they could do. That could be a disaster for all of them.
0:52:07 > 0:52:12By 8.45, the later diners have all arrived and want their starters.
0:52:12 > 0:52:14The first wave want their mains.
0:52:14 > 0:52:21With all the tables needing service, this is the point when a good service can turn into a bad one.
0:52:21 > 0:52:24Scallops, lobster, risotto and beef medium-well!
0:52:24 > 0:52:27And upstairs, there has already been a complaint.
0:52:27 > 0:52:29The food's not hot enough.
0:52:29 > 0:52:33- It was waiting here for a long time. That's why.- OK.
0:52:33 > 0:52:36Give me this. Go and see them. Just go.
0:52:36 > 0:52:38I'm ever so sorry about that.
0:52:38 > 0:52:41Nikkita, who is the pint for?
0:52:41 > 0:52:46- Table 12.- OK, let's go. The gentleman there is waiting for a long time.
0:52:46 > 0:52:51Table 12 is really not happy, Chef. Thomas is losing it a bit tonight.
0:52:51 > 0:52:54The main course was waiting here for a long time
0:52:54 > 0:53:00and they've reminded me of a pint they ordered Thomas ten minutes ago and it's just being served there.
0:53:00 > 0:53:05A gentleman just got up right now to pick it up from the bar himself. Not very good.
0:53:05 > 0:53:11Five minutes later and the hot food arrives again, but Thomas hasn't seen it.
0:53:11 > 0:53:16They have sent the main course back because it was cold and it's going to get cold again.
0:53:18 > 0:53:21Tom was fine when he had one table.
0:53:21 > 0:53:24Very, very happy.
0:53:24 > 0:53:29Two tables, three tables and now he has lost the plot. He's not thinking properly.
0:53:29 > 0:53:34Fred's had to serve one of his tables. Tom is struggling now big-time.
0:53:34 > 0:53:40My evening has been stressful. It started all right, went downhill. I'm picking myself up now.
0:53:40 > 0:53:45I am buzzing, but... It's been hard. Yeah, it's been hard.
0:53:45 > 0:53:48Hi. Did you order this...? OK.
0:53:48 > 0:53:50Do you know who took the order?
0:53:50 > 0:53:57Middle of service, they're not doing so well. They get to the top of the wave and suddenly, it's panic.
0:53:57 > 0:54:03They don't know what happened. Nikkita was clearly struggling tonight. She was just a bit lost.
0:54:03 > 0:54:09I thought they would have got more of this automatism, these reflexes which we practised in training.
0:54:09 > 0:54:13But after three weeks, maybe one can't expect that to happen.
0:54:13 > 0:54:19The main courses have arrived for Brooke's demanding regulars, but the dishes are wrong.
0:54:19 > 0:54:24- Where's the mashed potato? - Take this to the table and I'll check with the chef.
0:54:24 > 0:54:30I'm not taking it to the table. She'll go mad. She specifically asked for mashed potato.
0:54:30 > 0:54:35- Is there any artichokes on it?- Yeah. - She asked for no artichokes. - I'll take this one away.- Yeah.
0:54:35 > 0:54:38Brooke sends the order back to the kitchen.
0:54:38 > 0:54:43Brooke is very, very nervous because they are difficult customers.
0:54:43 > 0:54:50But she's being extremely polite and doing her damnedest to make these people enjoy themselves.
0:54:50 > 0:54:55There's a spoon for your mashed potato. And your mash is there.
0:54:56 > 0:54:58One, two, three...
0:54:59 > 0:55:05We've just found out it's the lady's birthday, so we're going to do a magical moment.
0:55:05 > 0:55:07I'll just give you some cutlery as well.
0:55:08 > 0:55:11And for yourself, madam...
0:55:11 > 0:55:13CHEERING
0:55:15 > 0:55:17- Happy birthday.- Happy birthday.
0:55:17 > 0:55:20# Happy birthday to you
0:55:20 > 0:55:24# Happy birthday to you
0:55:24 > 0:55:29# Happy birthday, dear Claire
0:55:29 > 0:55:33# Happy birthday to you! #
0:55:33 > 0:55:36CHEERING
0:55:39 > 0:55:42We have had an absolutely magical evening.
0:55:42 > 0:55:47It's been wonderful from start to finish. The service was fantastic.
0:55:47 > 0:55:51Niki and James have been looking after us and they've been superb.
0:55:51 > 0:55:56- We want to get James in the photograph. - Just bend down with Claire...
0:55:56 > 0:55:59I'm afraid you might have to come and live with us, James!
0:56:01 > 0:56:03Thank you. Thank you very much.
0:56:03 > 0:56:09Tonight, the service has been attentive and the girls have been trying really hard.
0:56:10 > 0:56:16The girls were lovely. They are trying their best and I think they're doing very well.
0:56:16 > 0:56:20I can never be fake and I never lie about anything.
0:56:20 > 0:56:24And they seemed to like me, so thumbs up!
0:56:24 > 0:56:2911.30pm and service has come to a close.
0:56:29 > 0:56:32The customers seem happy, but out of 110 covers,
0:56:32 > 0:56:38the trainees have only sold six of the house special starters and eight of the mains.
0:56:38 > 0:56:45Right, you lot... Tonight, I've got mixed emotions. There were high points and not so high points.
0:56:45 > 0:56:50We asked you to up-sell and to sell the specials tonight.
0:56:50 > 0:56:56I'm a little bit disappointed about that because we didn't sell as many as we should have.
0:56:56 > 0:57:02Nikkita, I asked you to get rid of that defensive mechanism of yours that is aggressive and you did.
0:57:02 > 0:57:06You did lose it a little bit halfway through service.
0:57:06 > 0:57:11Tom, you had a big dip in the middle. Table 12 were not happy.
0:57:11 > 0:57:15James, you were in charge of 35 covers on your own. Big tables.
0:57:15 > 0:57:19You had to rise to the occasion and in many ways, you did.
0:57:19 > 0:57:25Not only that, you spotted the birthday. Yeah? A special magic touch. They were wowed.
0:57:25 > 0:57:31Niki, you had a tough one today, but you relished and you really enjoyed it.
0:57:31 > 0:57:34Brooke, you had very difficult tables.
0:57:34 > 0:57:41You turned it around, though. The most difficult table of the evening, you dealt with it perfectly.
0:57:41 > 0:57:44- Thank you. - Fred wants to say a few words.
0:57:44 > 0:57:46It was, I think, much better.
0:57:46 > 0:57:50What I like about tonight is your attitude, you're still smiling.
0:57:50 > 0:57:56Lots of little mistakes and everybody has learnt from those and your attitude is there.
0:57:56 > 0:58:01Like Michel says, we are going in the right direction. I'm pleased about that.
0:58:01 > 0:58:06Well done for today. You're not the finished article by a long way.
0:58:06 > 0:58:08There's a lot more to do.
0:58:08 > 0:58:15Next time, Michel's trainees enter the world of the five-star country house hotel...
0:58:15 > 0:58:21- Hi.- ..where service is around the clock and closer to the customer than ever before.
0:58:21 > 0:58:23Oh, God!
0:58:23 > 0:58:28- I can't deal with the people. They're too...- They're very nice. - They're not.
0:58:43 > 0:58:47Subtitles by Subtext for Red Bee Media Ltd 2011
0:58:47 > 0:58:50Email subtitling@bbc.co.uk