Episode 3 Michel Roux's Service

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

It is surly. It can be slapdash. Great restaurants need great front of house.

Michel Roux is renowned for his passion for great food.

-Eight here. Table eight here.

-Yes, Chef.

But now he is on another mission.

I have a team of 25 front of house and only one British maitre d'. We need to find more British waiters.

Michel wants to take a group of young people who have never thought of a career in front of house

and prove that it is an industry that can change their lives.

Sometimes I do think, "God, I'm 18 in a couple of weeks.

"I have to start thinking what I want to do for the rest of my life."

I'm at a bit of a crossroads in my life. I'm open to pretty much try everything.

In eight weeks, he wants to take them from the hustle and bustle of the high street...

I'm really sorry. If I had money, I'd pay for it for you.

..to the Michelin-starred formality of Parisian fine dining.

Foie gras wine. It's not been sorted out.

Ultimately, Michel will select the two outstanding trainees and award them life-changing scholarships

to launch them in careers in front of house.

Last time, Michel's trainees were plunged in at the deep end,

taking over service at a Birmingham curry house where the owner treats his customers like family.

The order's wrong.

How difficult is it to serve three tables? It's very difficult and they can't do it.

Now they must take a major step forward, serving at one couple's big day.

Nikkita's opened up. That big smile is there.

Before they run service at an upmarket brasserie where customers pay more and expect more.

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

-Keep smiling.

-She was being really horrible.

-Don't worry.

And every meal should be treated as a special occasion.

This is more me, what I'm meant to be doing.

Stop pushing me! I'm not pushing you.

Alderley Edge, Cheshire,

home to ladies who lunch,

impressive houses and high quality restaurants.

This is where Michel's trainees will learn

how a more personalised service can enhance any occasion and make it memorable.

Every diner deserves to feel special when they go out to eat,

whether they go out to eat two or three times a week or save up for that special occasion.

They have to feel pampered. This is something my trainees haven't experienced yet.

The restaurant I'll take my trainees to today is that destination restaurant where people go

not only to be seen, but where customers want to feel above all special.

Michel has brought his trainees into Alderley Edge, to London Road,

a brasserie that caters for wealthy residents in the area.

-Hiya, guys.

-ALL: Hi!

You've got your right shoes on. Yes.

Great. And you look very smart.

-Thank you.

-This is an area of high wealth and expectation.

This restaurant here is not your average high street restaurant.

A lot of people here can afford to eat out two, three times a week, or more.

But you know what? They all get that same, great service.

They feel pampered, they feel special.

Paul Heathcote owns 11 restaurants in the north-west and an outside catering company.

But with its wealthy customers, there is nowhere in his group

where service is more challenging than Alderley Edge.

This one is special to me. It has a lot of different clientele.

It's got footballers, celebrities, actors and actresses.

You could expect Rio Ferdinand or Wayne Rooney to walk in,

as well as our regular customers who are equally as special.

To make it special, you need really good service. That's what you're here to do.

-You're not going to let me down, are you?

-No.

-OK, that's good.

The main restaurant spans two floors and there is also a private dining room.

With an extensive list of 250 wines, customers regularly spend hundreds of pounds on a single bottle.

To see how his trainees instinctively respond to the demands of this restaurant's customers,

Michel and Paul have a challenge for them.

I've got a party on upstairs, a group of women.

And four of you are going to serve them. We'll swap over afterwards, but I want four of you now.

-Michel, who am I going to take up there?

-Niki, Ashley, Tom and James.

Four of you, upstairs with me.

Today's lunch party is for a group of close friends who regularly meet at the brasserie.

My trainees now know the basics,

but I want to see how they instinctively react to a different style of service,

service where customers pay up to £50 a head

and are not afraid to pay up to £1,000 for a bottle of wine.

This is a step up. This is not the high street restaurant.

I come here quite often, so I do expect very good service in here.

I do expect them to be attentive, I do expect them to keep coming up

and checking if we need more drinks and we're happy with the meal, and if not, they do something about it.

I'll try and be the best I can be.

If I'm not good enough to serve these people, it's not my fault,

but I'll try my best and I will be good enough.

Although there are only 13 diners,

this intimate setting is different from anything the trainees have experienced before.

OK, you've got a group of girls in here. You need to look after them well. Short and simple brief.

They're all yours. Off you go. On you go.

He's got to be kidding. They haven't had drinks yet. What do we do?

The lunch will also allow Michel to show Paul what his recruits are made of.

They'll observe in the next room.

Sorry to interrupt, ladies. Good afternoon. We'll be serving you this evening.

Evening? This afternoon. It's not evening quite yet.

My name's Tom. Ashley. Niki.

And I'm James. Any questions, please have a word and we'll do our best to get you anything you need.

Ask him. LAUGHTER

-That's a really nice intro.

-He did well.

There is a simple set menu. With the trainees split into two groups, they will serve a course each.

Two regular staff are on hand to advise and step in if needed.

-"Can I get you some bread and olives for your table?"

-I'll start here.

Can I get you some bread and olives?

-It looks like Niki has taken charge which is great.

-Yeah.

-I like that.

Shall we go and do that now? OK, come and get some bread and olives.

Since leaving university, History graduate Niki has found it very hard to find a direction in life.

I always thought I was real tough

and emotionally equipped to take on the world, nothing fazed me,

and then my half-sister was killed in a car accident. It would have been two and a half years ago now.

My life just sort of went into meltdown and this was not what I had planned.

I couldn't cope at all. I sort of went a bit nuts. It really knocked me off course.

I suppose it was after that when things changed and I suddenly became a bit more ferocious in life.

I need to achieve something because I know that I can achieve stuff if I put my mind to it.

It's just finding something to really commit to and having the faith in myself to stick to it.

And if we're suited to each other, me and this type of work,

hopefully, it will be a springboard into bigger and brighter things.

Hi there. Are you all right? Are you ready to order?

That's lovely. Thank you very much.

The trainees decide that Tom and James will deliver drinks, leaving Niki and Ashley to take food orders.

-I'm Ashley.

-Hello, Ashley.

-And you are...?

-Alison.

-Alison. Lovely.

You don't really ask customers their name, but I like the fact that he's introduced himself.

They ordered two dry white wines and a sparkling water. They've already ordered them.

-We'll get them straight away.

-OK.

-Is it best to leave someone here?

-Yeah, you're best to leave someone.

Well done, James. "Is it best for someone to stay here?" Yes. Good thinking.

At 24, James is the oldest of Michel's trainees.

I'm private school and university educated.

I'm at a bit of a crossroads.

At the age of 24, I haven't got a definitive direction of where I want to go with my life.

It means, at the moment, I'm open to pretty much try everything.

Sorry to interrupt, ladies. Would you like to order a bottle of wine with your lunch?

I think the stigma about the service industry probably stems from the idea that...

It doesn't stem from any particular...

It's the servitude aspect of it that puts certain people off.

When the pressure gets really notched up,

there comes a point where everyone, however cool they think they are, however relaxed they are, will snap.

I think everyone's got a breaking point.

In this intimate setting, waiters must be attentive whilst remaining as unobtrusive as possible.

-Careful, Ash.

-He's done well.

-Yeah, well done.

OK...

Oh, sorry!

He did very nearly decapitate one of the poor ladies with his tray.

Even when they're not busy, the staff should give the table their full attention.

-Turn around.

-Yeah, you should always be facing the customer.

-Discussing their clientele.

-That's not on.

What Ashley lacks in subtlety, he makes up for in warmth,

but Michel is keen that he learns where to draw the line.

-It looks fantastic.

-It looks lovely. I might have that myself later.

-You'll be lucky!

-He's got this natural, cheeky kind of honest...

-It's a great skill.

-It is.

-You should never take that away. You should just train it.

With the main course served, it's the girls' turn to take over

and a chance for Michel to see how they cope with the challenge of intimate dining.

We need some tap water in a jug.

-If one of you go downstairs...

-I'll do it. To the kitchen or...?

-To the bar.

-OK.

And one of you ask them if they want sparkling water.

Say, "Excuse me, ladies. Can I get you some sparkling water?"

Hi. Can I get you any sparkling water?

-I'm on still water, actually.

-OK then. That's fine.

Look, look.

She reacted badly to a comment there.

She gave a look as well which was...

That is just Nikkita. She has always got this... It's almost like a shield that she puts up.

-Oh, no, don't pick the glasses up by the end.

-What are you doing?

-He saw that immediately.

-He pulled her back.

-I didn't want to put my arm in her face.

-You can ask them nicely to give it to you.

As the main course is finished, the girls are on more familiar ground - clearing and serving dessert.

-Are you finished?

-Yes, thank you.

-Did you enjoy it?

-Yes.

-Good, good.

-Thank you.

-You're welcome.

A couple of weeks ago when I first met them, some hadn't even been to a restaurant.

-Honestly?

-Yeah. And now look at them.

Wow!

-That looks nice.

-Some butter?

-Yeah.

As dessert is served, the ladies assess the trainees' performances.

-There you go.

-Thank you very much.

It's just the sort of service we expect in a restaurant.

Some of them look a bit nervous, but they're doing brilliantly.

-Is everything OK with your desserts?

-Delicious.

The girls are a bit nervous, but they've only been doing it a few days,

so I would expect they'll get more confidence as the time goes on.

Their 90-minute baptism over,

the trainees have now experienced the demands of service away from bustling restaurants.

See you later. Thank you. Thank you very much.

And met a new type of customer.

This place is different. I didn't realise how rich this area is.

The expectations of the type of clients who come in here would be a lot different.

I'm sure you've noticed it - the jump from high street to this.

Obviously, yeah. It's two completely different atmospheres and everything.

-This is like higher up state sort of thing.

-A lot more.

-People are spending a lot of money.

-I do think we could have done with two minutes to try and organise everything.

-No, that's just it.

That is the reason why we threw you in at the deep end.

It was to see your reaction and to see if you could prove that you have learnt something.

It wasn't fault-free. By far. You know, there were errors.

One thing I didn't particularly like was when you were congregating

and talking about non-customer-related issues.

Try never to turn your back to the customer.

You've still got a lot to learn,

but in 48 hours' time,

you will be running this place on your own.

And by that, I mean downstairs in the main restaurant.

That means you're going to need extra training.

-OK?

-Fantastic.

Before they are let loose in the restaurant on their own,

the trainees' mentor Fred Sirieix wants to coach them in the specific demands of upmarket dining.

The customers here have higher expectations

than in a high street restaurant,

so the trainees need to anticipate the guests' every need,

master the art of attentive service without being obtrusive.

People dine out to celebrate the most important times of their lives

and Fred believes that attention to detail is key to making these occasions memorable.

You're working in a restaurant. Niki and James come to this restaurant.

They booked a table in advance, so you know they are coming.

James is about to propose to Niki and Niki doesn't know. OK? She doesn't know.

You know he's about to propose. He's asked for some champagne.

He's asked for her favourite oysters to start with. He's planning to do it for dessert.

Then he's asked for lobster after that, so all the menu is ordered.

No menu will be given to them, so you really want it to go well.

This is different. There's emotional attachment. It's exciting, isn't it?

-All right.

-I'm getting excited and it's not even real!

-OK, let's go.

-It's lovely to see you. How are you? All right?

-It's great to see you.

-Hello.

-Niki, how are you?

Fantastic. We have your table waiting for you, so if you'd like to follow me, I'll take you through.

-Been a busy day for you?

-It's been all right.

-We've got Nikkita here waiting.

-Hi.

-Champagne on the table.

- How are you two doing? - Very well.

There we go. Thanks, Nikkita.

I've got some champagne here for you.

Would you like to taste it? No, a glass is fine for me.

I think we know. We trust you. Yeah.

And your starter will be on its way soon.

Wow, so... Was it good?

-It was relaxed.

-It was relaxed, yeah.

-It felt natural.

That's the most important...

What's going to be difficult in a couple of days is for you to be natural with these people.

The trainees also need to read their customers

and be prepared that a more upmarket clientele may have more specific demands.

I don't know what the situation will be. People will ask certain things.

Some people in my restaurant don't like to drink champagne out of a flute, but out of a coupette,

so we get the coupette ready before they come.

Maybe somebody wants lemon or lime with his water.

Somebody would come and maybe would want a birthday cake ready.

He would want you to bring it to the table

because every year he celebrates his birthday in your restaurant.

And he wants the manager to present it, then he wants it cut in the kitchen,

then he wants you to bring it back.

These people are very specific. They know what they want.

And you've got to think that you are living a special moment with these guys.

You've got to want to give a piece of your heart, a bit of your warmth. It's nice to be nice.

Don't waste this opportunity. Don't waste it. Go for it.

In two days' time, the trainees will be running the restaurant floor.

Tonight, they'll be learning how it operates.

Manager Gary Scott, who is in charge of all the floor staff here, knows how to deliver on high expectations.

In terms of our approach to the guest,

one of the key things is something we call "moments of magic".

And that's about hunting for opportunities to delight the guest

and make this not just about coming for lunch, coming for dinner,

but about coming along and really creating a memorable experience for our guests.

It's Friday night and over 100 customers are booked in.

Tonight, each trainee will shadow a member of the floor staff to learn how to run a busy service.

OK, in a few minutes, you're going to be working in the restaurant.

I want you to experience the service, so watch the waiters, soak it up and get stuck in.

Michel will be keeping an eye on the trainees as they learn the ropes.

The floor is led by a maitre d' who personally greets and seats all the guests.

-Have you got a table booked?

-Yes.

-What name?

-Hambley.

And shows them to their seat.

Customers are then introduced to their own dedicated waiter who is in charge of up to seven tables.

-Do you know the table numbers?

-No.

-Go through them.

They go round in a circle. They start here at 15, 16, 17.

The table by the mirror is 18, then we have 19 here, 20.

-It goes round in a loop and comes back down.

-I won't remember that.

Niki's looking a bit nervous and unsure, but if she sticks by Sophie, she'll start to pick it up.

Personal service is paramount and floor staff must engage with the customers,

as well as anticipating and attending to their every need.

When you take the orders, you're supposed to lean in and interact with each person?

-I think that would be time-consuming going round each person.

-Yeah.

We try and give a personal service, but you need to keep up speed because you've got other tables.

In this restaurant, a dedicated team of runners bring the food orders from the kitchen,

so waiters have more time to pay attention to small details.

Central to the waiters' role here is selling what's on the menu.

Specials change each day and have to be pushed and side dishes help bump up the spend per head.

A lot of the main courses are sold without any accompaniments,

so the waiters have to sell the side orders - the extra portion of green vegetables, side order of chips.

But the customer wants the interaction with the waiter and they want the recommendation.

-The steak for me.

-How would you like that cooked?

-Medium-rare.

-Not a problem.

For the fillet of steak, you have to get them side dishes because it is only a fillet and peppercorn sauce.

-Right, OK.

-So you need chips, maybe broccoli with hollandaise sauce or spinach.

-OK.

-They definitely need...

-Would you like a side with your steak?

-Spinach, please.

-The spinach. Not a problem.

Nearly half the turnover is made on drinks and it's the responsibility

of the sommelier, the dedicated wine waiter,

to recommend and sell wines that complement the customer's food.

-You find out what he's eating and give him a few recommendations.

-OK.

-What is everybody having to eat this evening?

-Chicken.

If you're having chicken, you don't want to go for something that's too heavy.

-Hi, guys. How was everything with your meal?

-It was lovely.

-Lovely?

-Yeah.

-Good.

It's just a usual Friday night, really busy bar.

Busy tables. It's really good for the guys to be thrown in at the deep end. They're doing really well.

This restaurant is all about a kind of high level of service, presentation, ambience.

It's also a place you come to be seen, so the client's expectations are a lot higher.

Be careful not to spill it and just tip it in really slowly.

Your wine hasn't got any sediment, but mine will have, so I have to be really careful

towards the end of the bottle.

The staff here are primed to help people celebrate big occasions,

anything from birthdays to anniversaries to engagements.

Oh, my God!

-Will you marry me?

-Yeah.

APPLAUSE

And now at the end of a long day, the trainees have a chance to light up one of their own.

Danielle, the youngest trainee, has turned 18.

# Happy birthday to you

# Happy birthday to you

# Happy birthday, dear Danielle

# Happy birthday to you! #

APPLAUSE

WHISTLES

CHEERING

-Happy birthday, Danielle.

-Thank you.

-Moment of magic.

-It is.

It was lovely. Look at that.

It's even got my name on it.

In less than 48 hours' time, Michel's trainees will be running service at this restaurant

and trying to deliver those magic moments on their own.

Before they can call it a day, Michel has one more surprise for them.

This restaurant prides itself on looking after its customers and you got a little glimpse of that today.

I think all of you realise that this is something very special.

Probably the day that can be most special for anybody is their wedding day.

-And...

-What?

-Somebody is going to get married tomorrow.

And you're going to be helping to run that very, very special event.

Are you mad? Are you serious?

We've done two services and now we're going to be running someone's wedding?

That's fantastic.

Seriously, oh... That's brilliant, that is.

Can you make their occasion special?

It depends in which way special you want it!

They'll definitely never forget it!

To be honest, I wouldn't book us lot for my wedding.

But I'm looking forward to it, yeah.

This isn't a party or a one-off or a night out. This is their big day. Hopefully, we can rise to it.

The Great Hall in south-west Lancashire specialises in weddings

and today's ceremony has been booked for nearly two years.

Michel has brought the group here

to show them that working in the service industry can have a real purpose

and to help them understand the responsibility of helping people celebrate their important occasions.

-Come on, guys.

-Hi. Good morning.

-Bright and breezy, bright and chirpy?

-Bright and wet!

-This is what the service industry is all about.

You had a really late night, an early start this morning.

There can be no greater day than your wedding day.

Expectation is even higher.

Gary Bates is in charge of today's event.

A big day for two very special people. There's a lot of pressure.

We have to make sure that every event we do is absolutely tip-top.

In four hours' time, 75 guests will be expecting a formal, three-course wedding banquet

and the trainees will assist the regular staff

who must make sure everything is prepared and served on time.

I've catered for many weddings and they give me the butterflies because the expectations are so much higher.

They're even higher, I feel, than catering for one of my fine-dining restaurants or my father.

It gives me goose bumps just thinking about cooking for my dad,

but preparing everything for a wedding? It doesn't get any greater than that.

Today, Nikkita, Niki and Tom will be joining the drinks team.

These are the three wines that you offer to the guests during the wedding breakfast.

James, Danielle, Ashley and Brooke will be responsible for transforming the space,

first set out as the ceremonial hall, that becomes the dining area.

We've set one up for you to look at. The cutlery is polished, the napkins are folded, the glass is polished.

I want you guys to look at that set-up and, between you all, get that table laid.

Someone do napkins.

I'll do glasses. Do you want to do that?

Attention to detail needs to be paid to the laying out for the formal wedding breakfast,

the celebratory meal held after a marriage ceremony.

This looks too crammed together.

Floor manager David assesses the group's table-laying skills.

You were all running round the table doing the same thing at the same time.

We need to break that down and task ourselves up with detail.

First, we get the napkins down and in position and we build the setting up from there.

This type of formal service demands that everyone at the table gets served their food at the same time,

so it also requires teamwork.

-We've got our plates. You'll drop off at your position. Where's your position?

-Here.

-Yeah, so stop.

Stop at your position. You've stopped at your position, you've stopped at your position. I'm here.

We're all to the left of the guest. I'm going in with my first plate. So do you.

The waiting team will follow Danielle out to the guest tables,

serve the food, then Ashley will take them back to the kitchen, but the top table is a different story.

-So Danielle is going to look after our bride and groom.

-Oh, God!

It's dead easy. It's exactly the same as any other guest.

OK? In restaurant service, you're focused on the table yourself.

This is all about team because we're dealing in bigger numbers. Everyone needs to be served at the same time.

Drinks team Tom, Nikkita and Niki will be serving three tables each throughout the wedding breakfast,

so they must be confident and engage with the guests as much as possible.

Do you know what you're going to say when you approach the table?

-Nikkita?

-Hi...

Can I offer you a glass of... white, red or rose wine?

-What's your name?

-Nikkita.

-You say, "Hi, I'm Niki. I'll be your bar waiter for tonight."

-Fabulous.

You're stood well. You're not. I don't want to see any of this.

I'm cold and I need the toilet.

When you're stood by your tables, you stand properly or with your hands behind.

I don't want to see any of this or "I'm tired".

Whether you need the toilet or you're cold, it doesn't matter.

-I can stand properly.

-Good. That's what we want.

That's an "attitude" stance.

OK, right...

Some of them have got a bit of an attitude clearly, which can't come across.

We've had to speak to them, but I'm sure they'll be fine.

As the guests start to arrive ahead of bride and groom Clare and Paul,

the trainees take their places at the bar and in the kitchen.

Clare's been planning for the last two years. She's our only daughter.

It is the most important day of her and Paul's life and I expect everything to be perfect.

It is my privilege and pleasure to now declare you husband and wife. You may kiss the bride.

I think I'm going to drop it. Right, I've got it.

Am I nervous? A little bit, actually.

Just because I really want to do well for them.

In just over an hour, the guests will be sitting down to eat,

so with 75 table places to set, the floor team get cracking.

The skills that they're learning here can be translated very easily

into everyday life in a busy restaurant.

It's the organisational skills and the self-discipline that they have to learn.

Little details that they'll see later on.

This is definitely a kind of OCD, obsessive job.

It's all about the little things making a big difference.

If it goes wrong and we're to blame, that's their day ruined for ever.

You can't do it again, so it's a lot of pressure.

They're doing OK. They're doing OK. Yeah, we're getting there. Just got to get the service right now.

During the three-course meal, Brooke will be in charge of sending the correct food out from the kitchen.

Ashley and Danielle are serving and James will be overseeing the floor.

James, you'll be waiting by the top table.

Once the bride and groom get close into position, you'll do the chairs for them.

We'll go straight into service from there. Danielle leads us out, Ashley at the back. Top table first.

-How are we serving it?

-Bride first.

-Bride and groom. That's you.

If we're having a problem, we stop service. We don't try and rectify it by going faster.

We pull it together and we go again. If one part of the team doesn't work, the whole thing falls apart.

They've been given huge responsibilities, but it's military precision they have to learn.

It has to go to clockwork. Bang, bang, bang!

In just a few minutes' time, there will be no second chances

and the pressure not to spoil this unique occasion is beginning to tell.

-Let's go.

-We're just practising, yeah?

-Yeah. Practise, practise, practise.

Do I need to go first? No.

Then what are they doing? Ashley, will you stop pushing me?

Just listen to him. I can't hear him, Ashley!

He's told you all afternoon. I can't hear him down in there!

-Danielle...

-Stop pushing me! I'm not pushing you.

-Enough now, Ashley, OK?

If you walk out in a strop, she doesn't look like the bad one. You look like the bad one.

Whether you care about what people think, what they think about you means a hell of a lot.

All I said was, "Wasn't I supposed to go first?" He's nudging me, going, "Come on, Danielle."

-Pushing and pushing me like that. I'm like, "Just get off me!"

-Move on.

-Customer first.

-We can't be like that in front of the guests.

-I know.

-We deal with problems back here.

As the guests take their seats, the team are having to learn to put their own emotions to one side

and give their full attention on this special day.

I'm absolutely loving it.

I'm really loving it today. This is what I'm all about.

I love the glamour and the excitement of it. I could do this all the time. Definitely.

Red or white wine? It's a Chardonnay or a Merlot.

I can get any drinks for you, anything like that.

-Do you want to drink that first, so you get more?

-Absolutely.

Nikkita's opened up. That big smile is there! The customers are laughing and giggling with her.

I'm really enjoying it. I like it.

It's better.

It seems more meaningful than just working in a restaurant.

With over 20 waiters responsible for the 75 guests, the aim is to serve everyone simultaneously,

so that the tables can enjoy their meals at the same time.

-Danielle, come on, they're waiting out here!

-Let's go, let's go. Think about everything you've been taught.

My trainees are part of the most important day of this couple's life.

-There you go.

-They're really getting a buzz out of it and it's great to see.

It's a wee bit slow, but we're getting there.

It's different doing it empty-handed and now doing it with plates, but they're getting the hang of it.

On the pass, it's essential that Brooke manages the relationship between the kitchen and the waiters

to ensure all the dishes go out correctly and they're still hot.

-What's your next table, Brooke?

-Table 2, eight people, one no sauce and one child eating.

The child is position nine. That's you.

Brooke is taking control of the pass. She's ticking off the tables properly.

Things are going very well.

-There's two there.

-18-year-old Brooke has been working as a school dinner lady

and feels she has failed to live up to the promise she showed when she was younger.

I got offered a scholarship to an all-girls school

for an adult standard of English, but I turned it down.

Then when I went to secondary school,

I turned into a bit of a class clown and I was naughty.

I went to college, but I dropped out.

I'd say I'm a doer. I learn easier if I'm doing it.

If I'm thrown in at the deep end, then I'll get myself out and be good.

Today's service is a chance for all Michel's trainees

to show they've absorbed the lessons about being attentive to customers and anticipating their needs.

-Shall I go and see if they've got a high chair?

-No, it's all right.

-They only had two, so we brought our own one.

-OK.

We pulled Nikkita to one side as hers is the only table where one of the guests has come over

and commented on her service and her attention to detail,

-so she was really chuffed about that.

-Good. That is just Nikkita.

She starts off being very cold, very surly,

but as soon as she's into the swing of things, she's great and very attentive.

-She's got the eye.

-Yeah.

-And she's clever.

Two hours into service and the final course goes out.

In six weeks' time, Michel will be awarding two Academy of Food and Wine scholarships,

but ultimately, he wants all seven trainees to learn

and benefit from every challenge he sets them.

I think today, the point of this process, this task, was to deliver on expectation.

I cared more about this emotionally than the things we've done so far,

so I sort of put more of my heart and soul into it.

And I just loved it.

It was a huge day, but I enjoyed it so much. I enjoyed it more than I ever thought I would.

Today has been absolutely amazing. The service has lived up to everything that I'd ever want.

It was brilliant, yeah. I loved it, me.

CHEERING

I've just spoken to the bride and groom and they are so happy.

They have had a truly memorable day.

They said that they could see that you guys have had a truly memorable day as well. You guys excelled.

The bride and groom, the family, the friends are going to go home

and say, "Yes, exceeded our expectations."

Well done, guys.

I think working today at this wedding has given my trainees a lot more confidence.

They've learnt to deliver expectations and beyond and they now know what's expected.

That'll stand them in good stead for tomorrow when they have to take over Paul's restaurant completely

and run it as a team.

The next morning, Michel's trainees are back in Alderley Edge.

-They're here now.

-Oh! There they are. Hiya, guys.

Big day today. We want you to take over this restaurant and all that responsibility that it entails.

The next step is tasting some of the dishes, so that you know immediately what they are,

so you know what you're talking about when you're talking to the customers.

Tonight, the trainees will be expected to up-sell the specials

which head chef Matt has created using exclusive ingredients.

This is one of the specials for this evening. This is Joselito, acorn-fed, 36 month-aged ham.

It's about £600 for that ham.

It's something that the customers are going to appreciate because it's unique.

This one is your other special. You've got your ham and sea trout.

-We've got some local asparagus and this is a duck egg yolk.

-Duck egg?

-We've cooked it for two hours at 62 degrees and you get the yolk like that.

-Is it hard?

When you touch that yolk, it'll explode and make your sauce with the shrimps.

These are only a few dishes in the menu. Taste them, memorise them.

And most important, we want you to sell as many of the house specials as you can.

Let's not forget as well, when you're taking orders,

if you sell a cheese... "Would you like a glass of port to go with your cheese?"

"Sweet wine with a banana souffle?" "Yes, please."

We've got to get this into our heads - customer satisfaction.

And, of course, you're bringing in money for your boss. OK? Dig in!

-The trainees don't always have to like what they're tasting.

-It tastes like mouldy feet!

But it's vital that they push the specials, so that expensive ingredients don't go to waste.

How do I feel? Nervous.

Leaving your restaurant with a load of youngsters who really don't know how to run a restaurant yet.

I hope that Michel and Fred have both trained these youngsters well enough.

Tonight, the restaurant is expected to be full

and Michel's trainees will take the place of the seven regular waiters.

Fred has arrived to provide some last-minute tuition

and before Michel reveals tonight's roles, there is just time for a special moment of magic.

I've got a present for Danielle. It was her 18th birthday, wasn't it?

-Because you get stressed, I got you this tea I like. It's a herbal tea.

-Thank you, Fred.

It's anti-stress and I've got a meal for two for you in my restaurant.

Oh! No? Really?

Oh!

You can invite Ashley if you like.

-Thank you very, very much.

-You're welcome.

-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.

Great. Good. Well, it's that time, isn't it?

That time of you guys being split up into your various duties.

Brooke, you're on the floor upstairs.

Tom, you're on the floor upstairs as well.

James, I want you to look after the restaurant downstairs.

You will be on your own.

OK...

Jesus!

Ashley, you're behind the bar.

Danielle, you will be taking the drinks on the trays to the tables.

-That leaves Niki and Nikkita.

-Oh, no, I know what's coming.

-Niki, I want you to be our sommelier.

-Oh, lovely. Yeah, that's all right.

Oh, my days! < Go, girl.

I don't want it. Take it back.

Take it back.

Nikkita, you are our maitre d' for tonight.

APPLAUSE Go on, girl. >

-You'll be great. >

-Take a deep breath.

Up until now, you've been a bit stony-faced for the first 10, 20 minutes.

We can't afford that. You'll have to smile and be your great, natural self from the very beginning.

I feel shocked that he's actually said that he's putting trust in me to do it

because if I'm completely honest, I don't trust myself to do it at all.

With an hour to go, Fred has a final lesson for the floor team on how to read this evening's customers

and anticipate their needs.

Here, this is like a village and it's full of very, very wealthy people,

so the expectations are going to be very high.

Last week, only one trainee managed to remember the magic touch.

Tonight, it is essential they put it into practice.

It is the easiest way to add a touch of class to an ordinary service.

I want you to be behind every customer when they sit down and get up. I want you to magic-touch them.

OK, Brooke, take a seat here, please.

Magic touch. Et voila!

Don't forget, look at the people.

Maybe somebody has a very big watch with lots of diamonds or somebody has got some nice Jimmy Choo shoes.

It may indicate how much they are prepared to spend,

so read your customers so that before they tell you what they want, you know what they want.

As the sommelier, Niki needs to familiarise herself

with the wines from the cellar to best complement the house specials.

Both champagnes, Marquis de Marillac and the Louis Roederer, great aperitif,

good with shellfish, seafood, particularly with the turbot which has a champagne sauce with it.

-Is the turbot a fish?

-It's a meaty-style fish, yes. We'll move down to the whites.

We have a Sauvignon Blanc, a Gewurztraminer and a Bourgogne Blanc.

-If we look at this...

-What was that?

Gewurztraminer. Quite sweet on the palate, lots of fruit, very aromatic.

This will go perfect with the scallops.

Red wines, a Shiraz from Sicily, Pinot Noir and a big Bordeaux.

-Try and push that with the beef fillet. OK, have you got any questions?

-Yeah, hundreds.

If I'm going to be OK, you're going to be OK. Yeah? Yeah?

With less than half an hour till doors open, the trainees get to work.

I'm just calling to confirm a booking for a table at London Road this evening.

Tonight, the customers will expect a very high level of service, so that's what we're going to deliver.

That pudding is weighty and the Gewurztraminer is quite weighty too

-with enough acidity to go with the butter.

-Yeah.

My wine knowledge at the moment is limited. I know a bit about different types of grapes. That's about it.

This is all about the magical moments and making them feel special.

It's a chance to shine, but it's a chance to absolutely fall on my face as well.

6pm and the brasserie is now in the hands of the trainees.

Guys, the restaurant is open. Come on, let's get ready.

Over the next five hours, over 100 customers are booked in.

Girls, get up. The customers are here.

Just like a regular evening service, two runners will be bringing food orders from the kitchen,

leaving the waiters at the service and the mercy of the guests.

As the customers arrive, the first person they see is maitre d' Nikkita.

-Have you got a table booked for this evening?

-Yes.

-What's the name?

-Boulton.

-One second.

-As well as checking the reservations...

-Follow me this way.

..Nikkita's job is to make the guests feel happy and welcome.

This is your table. If you'd like to take a seat...

-Then hand them over to their waiter.

-Your waiter is called James.

-As soon as I find him, I'll send him down to you.

-Thank you.

The waiters who are at their tables offer drinks...

-How are you? All right?

-So far.

-Fantastic. Can I get you a glass of champagne to start?

..that are brought out by Danielle or sommelier Niki.

CORK POPS Oh!

And for main?

-Lobster and crab cocktail.

-Lobster and crab.

The duck. Lovely choice. And for yourself, sir?

Owner Paul will be keeping an eye on the trainees, as will Fred and Michel.

The first few tables have come in on time and my trainees are finding their feet.

But they've got to hit the ground running and push these first tables out.

They can't afford to get snowed in.

Some lovely bread and butter for you as well.

I'm a bit daunted. Yesterday wasn't really a challenge for me at all. I wasn't doing much.

Today, I think because of that, I've been given this huge task. I'm up for it.

But I'm nervous, definitely nervous.

Upstairs, Tom is serving the six tables towards the back

while Brooke's seven tables are by the window.

Thank you very much.

Brooke did a fantastic magic touch. She was four metres behind him and she got him. World-class!

-Yes, yes.

-That was the best magic touch I've seen here.

-The best. Well done. This is a world record.

-Thank you.

This is what I'm meant to be in for. This is more me. This is what I'm meant to be doing.

Good evening. Have you got a table booked for this evening?

As well as welcoming guests, Nikkita must oversee the team and step in if anything starts to go wrong.

Everyone's been seated. All the reservations are right.

No-one's had an argument or dropped anything yet. People have got their food all right, so it's going OK.

-They're really enjoying it.

-It's fun, but it's doing a job and it's doing it well.

They're trying to do it to a standard which they never did before, so that's good.

And their standard is high.

70% of the customers here are regulars

and they expect the same high level of service every time they visit.

-Hi. Have you got a reservation this evening?

-Yeah.

-Can I ask what the name is?

-Griffiths.

If you'd like to follow me to your table...

Here's your wine list for this evening.

Brooke will be your waitress for this evening. She'll look after you.

-Do you know what you want to drink?

-Still water at room temperature.

-Still water. Sorry, what was that?

-At room temperature.

-At room temperature.

-Keep smiling.

-I was trying. She was being really horrible.

-Don't worry. People are like that sometimes.

-She wasn't smiling back.

-It doesn't matter.

Hi there. Cotes du Rhone blanc?

-No, I ordered the Cotes du Rhone red wine.

-Red wine? OK, I will get that fixed for you right now.

And the still water? Would you both like a glass?

You want room temperature? I'll take them both away and get them fixed for you.

I've been here many times before and I expect impeccable service.

I'm quite fussy with my drinks and my food.

If you don't get what you ask for and you have to keep asking,

then they're not listening and you think, "I won't go there again." That's happened to me in the past.

We have the crab. Lobster and crab?

No...?

Yeah, pea soup?

-Mine was a black pudding.

-Black pudding. Sorry, that is this.

-I apologise. That's the black pudding for you.

-It's not lobster and crab?

It's not lobster and crab. I was told something else, but it is actually the black pudding.

-Sorry for the mix-up with the wine, so that's the red wine for you.

-Yes.

The water was actually room temperature. It hasn't been chilled.

But if you want to give that a feel and it's still too cold for you, we can warm it up.

Yeah, if you can warm it up. It's too cold for me. I'm already feeling freezing.

Yeah, I'll warm it up. It'll take a few minutes, then I'll bring it back.

Table 15 are the perfect customers for our trainees to see what they're made of.

They've gone overboard gushing and being really nice to them and trying their damnedest. I love to see that.

Michel is expecting the trainees to up-sell on the house specials.

First of all is a 36-month-old, smoked Spanish ham called Joselito.

It's acorn-fed, so it's really fatty and really flavoursome.

That comes with some goat's cheese and some Italian tomatoes and some wild leaves. It's really tasty.

We've been pushing the ham. I think we've got about three of those out and three of the main course as well.

I've been using long words and a bit of romantic imagery

to sell some of it. That seems to be going down a treat.

Also, we've got a main course special which is the sea trout

and that comes also with some local produce, that's local asparagus.

The duck egg is cooked for two hours at 62 degrees,

so when you break it open, it's not runny, it's velvety, it's soft.

Such was the eloquence of your disquisition on the sea trout, I will have that.

-I hope not to let you down.

-I'm sure you won't.

Niki needs to up-sell the wine.

-Would you be interested in a dessert wine or a sweet wine to go with your dessert?

-Let's have a look.

-Yeah.

I would recommend the Fernando Castilla with that just because it's designed to go with the torte.

It's full-bodied enough to combat the chocolate.

The wedding yesterday gave me a bit more confidence in relaxing and speaking to people.

I've managed to calm down more and keep a cool head

and utilise what I've learnt so far and put it into practice tonight.

Two hours into service and the first wave of customers have been served.

There are still another 40 covers to come.

-As soon as they're done, you need to re-lay the table.

-OK.

-If you need any help, just shout.

-Yeah, will do.

I hope that they won't panic. That's the worst thing they could do. That could be a disaster for all of them.

By 8.45, the later diners have all arrived and want their starters.

The first wave want their mains.

With all the tables needing service, this is the point when a good service can turn into a bad one.

Scallops, lobster, risotto and beef medium-well!

And upstairs, there has already been a complaint.

The food's not hot enough.

-It was waiting here for a long time. That's why.

-OK.

Give me this. Go and see them. Just go.

I'm ever so sorry about that.

Nikkita, who is the pint for?

-Table 12.

-OK, let's go. The gentleman there is waiting for a long time.

Table 12 is really not happy, Chef. Thomas is losing it a bit tonight.

The main course was waiting here for a long time

and they've reminded me of a pint they ordered Thomas ten minutes ago and it's just being served there.

A gentleman just got up right now to pick it up from the bar himself. Not very good.

Five minutes later and the hot food arrives again, but Thomas hasn't seen it.

They have sent the main course back because it was cold and it's going to get cold again.

Tom was fine when he had one table.

Very, very happy.

Two tables, three tables and now he has lost the plot. He's not thinking properly.

Fred's had to serve one of his tables. Tom is struggling now big-time.

My evening has been stressful. It started all right, went downhill. I'm picking myself up now.

I am buzzing, but... It's been hard. Yeah, it's been hard.

Hi. Did you order this...? OK.

Do you know who took the order?

Middle of service, they're not doing so well. They get to the top of the wave and suddenly, it's panic.

They don't know what happened. Nikkita was clearly struggling tonight. She was just a bit lost.

I thought they would have got more of this automatism, these reflexes which we practised in training.

But after three weeks, maybe one can't expect that to happen.

The main courses have arrived for Brooke's demanding regulars, but the dishes are wrong.

-Where's the mashed potato?

-Take this to the table and I'll check with the chef.

I'm not taking it to the table. She'll go mad. She specifically asked for mashed potato.

-Is there any artichokes on it?

-Yeah.

-She asked for no artichokes.

-I'll take this one away.

-Yeah.

Brooke sends the order back to the kitchen.

Brooke is very, very nervous because they are difficult customers.

But she's being extremely polite and doing her damnedest to make these people enjoy themselves.

There's a spoon for your mashed potato. And your mash is there.

One, two, three...

We've just found out it's the lady's birthday, so we're going to do a magical moment.

I'll just give you some cutlery as well.

And for yourself, madam...

CHEERING

-Happy birthday.

-Happy birthday.

# Happy birthday to you

# Happy birthday to you

# Happy birthday, dear Claire

# Happy birthday to you! #

CHEERING

We have had an absolutely magical evening.

It's been wonderful from start to finish. The service was fantastic.

Niki and James have been looking after us and they've been superb.

-We want to get James in the photograph.

-Just bend down with Claire...

I'm afraid you might have to come and live with us, James!

Thank you. Thank you very much.

Tonight, the service has been attentive and the girls have been trying really hard.

The girls were lovely. They are trying their best and I think they're doing very well.

I can never be fake and I never lie about anything.

And they seemed to like me, so thumbs up!

11.30pm and service has come to a close.

The customers seem happy, but out of 110 covers,

the trainees have only sold six of the house special starters and eight of the mains.

Right, you lot... Tonight, I've got mixed emotions. There were high points and not so high points.

We asked you to up-sell and to sell the specials tonight.

I'm a little bit disappointed about that because we didn't sell as many as we should have.

Nikkita, I asked you to get rid of that defensive mechanism of yours that is aggressive and you did.

You did lose it a little bit halfway through service.

Tom, you had a big dip in the middle. Table 12 were not happy.

James, you were in charge of 35 covers on your own. Big tables.

You had to rise to the occasion and in many ways, you did.

Not only that, you spotted the birthday. Yeah? A special magic touch. They were wowed.

Niki, you had a tough one today, but you relished and you really enjoyed it.

Brooke, you had very difficult tables.

You turned it around, though. The most difficult table of the evening, you dealt with it perfectly.

-Thank you.

-Fred wants to say a few words.

It was, I think, much better.

What I like about tonight is your attitude, you're still smiling.

Lots of little mistakes and everybody has learnt from those and your attitude is there.

Like Michel says, we are going in the right direction. I'm pleased about that.

Well done for today. You're not the finished article by a long way.

There's a lot more to do.

Next time, Michel's trainees enter the world of the five-star country house hotel...

-Hi.

-..where service is around the clock and closer to the customer than ever before.

Oh, God!

-I can't deal with the people. They're too...

-They're very nice.

-They're not.

Subtitles by Subtext for Red Bee Media Ltd 2011

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