0:00:04 > 0:00:08Service, for the most part, in this country is pretty bad.
0:00:08 > 0:00:11It is surly, it can be slapdash.
0:00:11 > 0:00:15Great restaurants need great front of house.
0:00:15 > 0:00:21- Michel Roux is renowned for his passion for great food. - Table 8 here.
0:00:21 > 0:00:23But now he's on another mission.
0:00:23 > 0:00:28I have a team of 25 front of house and only one British maitre d'.
0:00:28 > 0:00:34- We need to find more British waiters.- Michel's challenge is to take a group of young people
0:00:34 > 0:00:41who have never thought of a career in front of house and prove to them that it can change their lives.
0:00:41 > 0:00:44It's not just about delivering food.
0:00:44 > 0:00:48I want people to come into our industry and take pride in serving.
0:00:48 > 0:00:54Now, halfway through, the trainees are on a fast track from the high street to fine dining.
0:00:54 > 0:00:56You are good enough to do this.
0:00:56 > 0:01:01Ultimately, Michel wants them to be good enough to take over service
0:01:01 > 0:01:07at his own 2-Michelin-starred restaurant, where he will reward the candidates with most potential
0:01:07 > 0:01:11with life-changing scholarships, launching their careers.
0:01:11 > 0:01:15Give your all as a young waiter and what you get back is immense.
0:01:17 > 0:01:24Last time, Michel's trainees took responsibility for serving at some very special occasions.
0:01:24 > 0:01:27This is more me, what I'm meant to do.
0:01:27 > 0:01:33- But now they're about to meet their most demanding customers, at a 5-star hotel.- It's unnatural.
0:01:33 > 0:01:35I don't feel at ease here.
0:01:35 > 0:01:40For the next four days, they'll be waiting hand and foot on the guests.
0:01:40 > 0:01:43Good morning, sir. How are you?
0:01:43 > 0:01:48- And with round-the-clock service, there's nowhere to hide. - LAUGHTER
0:01:48 > 0:01:54- I can't deal with it. I can't deal with the people. They're too...- They're very nice.
0:01:54 > 0:01:56They're not. They are not nice.
0:02:08 > 0:02:15Welcome to one of Britain's most exclusive and beautiful country houses.
0:02:17 > 0:02:24Bovey Castle, a luxury hotel and sporting estate set in the heart of Dartmoor National Park.
0:02:24 > 0:02:30People come from all over the world to enjoy luxurious accommodation and personal service 24 hours a day.
0:02:30 > 0:02:34With suites upwards of £500 per night,
0:02:34 > 0:02:40their motto is the customer can have what they want when they want it.
0:02:40 > 0:02:46- This place smells of money, but above all do you know what it is renowned for?- Footballers?- Service!
0:02:46 > 0:02:48Service. Indeed.
0:02:48 > 0:02:54Customers come here paying top dollar, big money, because they want service, they want the best.
0:02:54 > 0:02:59They want service that's there, it happens.
0:02:59 > 0:03:03Yeah? That's what they're famous for.
0:03:03 > 0:03:06Everybody that works here is on call.
0:03:06 > 0:03:09So far, you guys have changed a lot.
0:03:10 > 0:03:15Now we've an even bigger challenge. You have to change even more.
0:03:15 > 0:03:17Let's go.
0:03:18 > 0:03:25Managing director Jeremy Rata has 34 years' experience in the hospitality business.
0:03:25 > 0:03:31He'll be overseeing all aspects of the trainees' tuition as they join his 55-strong front of house team
0:03:31 > 0:03:33for the busy May half-term holiday.
0:03:33 > 0:03:37Right. Welcome, everybody. Welcome to you all.
0:03:37 > 0:03:43You're going to be learning quite a lot. We've got some very high standards that we like to maintain
0:03:43 > 0:03:50and we hope you'll help us achieve what we like to achieve and that we can help you.
0:03:50 > 0:03:52OK?
0:03:52 > 0:03:59In four days' time, Jeremy has agreed to let the trainees run evening dinner service at the hotel
0:03:59 > 0:04:03- under Michel and Fred's supervision. - This is sweet!
0:04:03 > 0:04:09The hospitality industry is vast. It's important for them to understand all aspects of service.
0:04:09 > 0:04:14Some of them might take a liking to this style of hospitality.
0:04:14 > 0:04:19The hotel has 65 bedrooms and 22 guest lodges in the grounds,
0:04:19 > 0:04:22all of which are served 24 hours a day by the hotel staff.
0:04:24 > 0:04:30Before the trainees are set to work, Jeremy wants them to see what his guests pay for.
0:04:30 > 0:04:35- It's like a mini-flat, isn't it? - A big flat!
0:04:37 > 0:04:41This is a massive, massive step up. Five star is,
0:04:41 > 0:04:45you know, the highest level of service that you can get
0:04:45 > 0:04:51but also working here, what is expected is just a whole different ballpark.
0:04:51 > 0:04:57You have to be on it all the time. Everyone's going to have to keep everyone else in check.
0:04:57 > 0:05:01James isn't the only one sizing up the challenge ahead.
0:05:01 > 0:05:05I'm gonna try to be posh, do the best that I can.
0:05:08 > 0:05:12Real posh people and me don't get along, I don't think.
0:05:12 > 0:05:16I don't think they like me. Even if I put on a posh voice,
0:05:16 > 0:05:22I still don't say my Ts... and I'm still...common.
0:05:22 > 0:05:26If I can pull being a posh person for a couple of days,
0:05:26 > 0:05:29then that's good enough, innit?
0:05:29 > 0:05:32You look out here and see woods.
0:05:32 > 0:05:36I'm used to looking out windows and seeing burnt-out cars.
0:05:36 > 0:05:41I'm not used to this environment, but it's good. A lad like me
0:05:41 > 0:05:46don't get an opportunity like I've got or come from my estate back in Leeds
0:05:46 > 0:05:49to something like this.
0:05:49 > 0:05:53The scholarship at the end of it, I've been thinking about it a lot.
0:05:53 > 0:05:57I've been thinking a lot about that scholarship.
0:05:57 > 0:06:03I know in maybe 10 or 15 years I could be a manager at somewhere like this or whatever.
0:06:03 > 0:06:10Being in Michel's hands, I'm in the best hands, so I'm going to work my hardest.
0:06:12 > 0:06:17For them to fully comprehend how service in a five-star hotel works,
0:06:17 > 0:06:23the trainees will be given the same tasks that regular staff perform day in and day out.
0:06:23 > 0:06:29For the next four days, they'll be with the paying guests morning, noon and night.
0:06:35 > 0:06:40- You girls looks nice. - I look disgraceful.- You look nice.
0:06:42 > 0:06:4818 of Jeremy's front of house staff are dedicated to meeting, greeting and checking in guests.
0:06:48 > 0:06:52He's about to add Michel's novices to the team.
0:06:52 > 0:06:58The welcome at Bovey Castle is the very first thing our guests get so it's most important.
0:06:58 > 0:07:03- Are we still tying ties here?- Yeah. - Shall I wait for you, then?- No.
0:07:03 > 0:07:07Good. So the welcome is what you're about to learn, OK?
0:07:07 > 0:07:11We spend a lot of time getting this right. When people drive in here,
0:07:11 > 0:07:18they're already inspired by this beautiful building. And where we can lose it is on the welcome.
0:07:18 > 0:07:22But Jeremy's guests don't always arrive by car.
0:07:26 > 0:07:31There's a helicopter arriving here with some important guests.
0:07:31 > 0:07:36The important points - open the door, big smile, radiant smile.
0:07:36 > 0:07:42- I've never opened the door of a helicopter.- Don't worry about it. That is a mere detail.
0:07:48 > 0:07:50ALL: Hi!
0:07:50 > 0:07:55- Welcome to Bovey Castle.- Thank you. - Did you have a nice journey? - Fantastic.
0:07:55 > 0:08:00- - I'm Ashley. - Tom. How was the view? - It was really great.
0:08:00 > 0:08:05- A beautiful day.- Absolutely. Perfect. The ultimate way to travel!
0:08:05 > 0:08:11- Have you got any luggage at all? - Unlike restaurant diners who leave at the end of the evening,
0:08:11 > 0:08:17- these guests will be under the trainees' care for the duration. - Hello. I'm Ashley.- I'm Lynn.
0:08:17 > 0:08:20- Did you enjoy the flight?- Amazing.
0:08:24 > 0:08:28One thing that is very important in service
0:08:28 > 0:08:34is knowing when to step back and stop. The initial contact, doors were opened, big smile.
0:08:34 > 0:08:40Welcome to Bovey Castle, weather great. And then quickly move on.
0:08:40 > 0:08:46I was a bit worried at one stage that you were starting to talk just for a few seconds too long.
0:08:46 > 0:08:50That applies in restaurants as well. Knowing when to stop.
0:08:50 > 0:08:57What you don't want is the food's on the plate and he's thinking, "Why don't they leave me alone?"
0:08:57 > 0:09:00It's the same thing. Knowing when to stop.
0:09:00 > 0:09:03I'm really encouraged. Good start.
0:09:07 > 0:09:14A successful greeting, but despite Jeremy's praise, not everyone is feeling upbeat.
0:09:15 > 0:09:21- Why do you look so unhappy, Nikkita? - Cos I'm cold.- Cold? It's sunshine. - I'm cold.
0:09:21 > 0:09:23Well, I don't know why.
0:09:25 > 0:09:27Smile. It's beautiful here.
0:09:27 > 0:09:32- There's nothing to appreciate. A load of grass.- Where do I start?
0:09:32 > 0:09:34HORN TOOTS
0:09:34 > 0:09:41Far from inspiring her, the opulent surroundings and wealthy guests make Nikkita feel ill at ease.
0:09:41 > 0:09:47- It ain't happening.- Of course it is. - Nobody's ever seen potential in me. There ain't none there.
0:09:47 > 0:09:53We're all seeing it now. I've had an ASBO, but look what I'm doing now.
0:09:53 > 0:09:59I'm progressing every day and realising my success. You need to do that as well.
0:09:59 > 0:10:03Just smile and realise the potential you've got and what you're doing.
0:10:03 > 0:10:06I've come from nothing and I'm doing this.
0:10:06 > 0:10:10- You don't want to break the mould? - No, I just don't see it.
0:10:10 > 0:10:16- You're scared of change.- I don't want to be a different person. I like the way I am.
0:10:16 > 0:10:22- I like the way that you're going. - I don't want to be a snobby person thinking I'm better.
0:10:22 > 0:10:28I'm not going to change the way I am. I've come from a council estate. Nothing will ever change that
0:10:28 > 0:10:35and who I am and who I was back then, but obviously you've got to try to move forward from it
0:10:35 > 0:10:38and get over it, sort of thing.
0:10:38 > 0:10:43I don't want to change as a person, but I want to change my ways. There's nowt wrong in that.
0:10:43 > 0:10:50Just say, "Hang on. I can do a lot better with my life." And we all believe in you.
0:10:56 > 0:11:01Nikkita's had a tough upbringing, she's got a two-year-old child.
0:11:01 > 0:11:07It shouldn't be used as an excuse. She's got a lot of attributes that we need in our industry.
0:11:07 > 0:11:13She's got a great smile, an extremely good memory, she's intelligent.
0:11:14 > 0:11:18She's got it. If she wants it.
0:11:18 > 0:11:21Nobody knows what I'll be like or anything I do.
0:11:21 > 0:11:27I'll still be Nikkita who got pregnant at 16 and will just do the same thing.
0:11:27 > 0:11:32A leopard never changes its spots. I'm a single mum and my baby's dad is a joker.
0:11:32 > 0:11:38That's how it will always be. Always. And I'll always be... nothing.
0:11:44 > 0:11:49Lunchtime. And the trainees have a full afternoon's work ahead of them.
0:11:49 > 0:11:56As many of the guests are families, dining in the privacy of your own accommodation is a service on offer.
0:11:56 > 0:12:02- Come on in, boys and girls. - Under General Manager Federico, James, Brooke and Danielle
0:12:02 > 0:12:07will help serve a private lunch to a family on their 18th visit here.
0:12:07 > 0:12:12So Martin will be helping you to do the set-up over here.
0:12:12 > 0:12:15- Enjoy. See you later. - Thank you.- Ciao!
0:12:15 > 0:12:17All right?
0:12:18 > 0:12:23Private dining like this is a long way from a bustling restaurant.
0:12:23 > 0:12:28They're paying for service, for a private chef, private waiters.
0:12:28 > 0:12:34So it's like they want the atmosphere of eating in their own home, which is why they've got a chalet,
0:12:34 > 0:12:39but this is not informal dining. It's laid out like a banquet.
0:12:39 > 0:12:43We're here to provide that high level of personal service.
0:12:43 > 0:12:48Initially at least, it's back to familiar territory for the trainees.
0:12:48 > 0:12:52This sounds really pathetic, but I'm proud that I can do this.
0:12:52 > 0:12:57People might say it's easy, but it isn't, to have it set out perfectly.
0:12:57 > 0:13:02I'm proud that I can serve people and talk to people in the right way when I want to.
0:13:02 > 0:13:06And people appreciate it. These eight people will appreciate it.
0:13:06 > 0:13:10- The service in the lodge is excellent.- Second to none.
0:13:10 > 0:13:17It's like staying still in a five-star hotel, but having the privacy and ability to relax
0:13:17 > 0:13:19and enjoy it as a family.
0:13:19 > 0:13:24They're coming into your accommodation, your private area,
0:13:24 > 0:13:28and you shouldn't feel you need to get involved with anything.
0:13:28 > 0:13:32You should relax and feel you're in good hands.
0:13:32 > 0:13:37You're getting restaurant service in your home, which you expect.
0:13:45 > 0:13:49- Thank you very much. Hello, everyone.- Hi.
0:13:50 > 0:13:57Despite the intimate setting, the actual service should be the same as in any restaurant
0:13:57 > 0:14:04and under Martin's instructions the trainees can put into practice the skills they've learnt so far.
0:14:04 > 0:14:09We've got focaccia, French white baguette, white roll, brown roll.
0:14:09 > 0:14:11Focaccia, please.
0:14:11 > 0:14:13Thank you.
0:14:15 > 0:14:16Em...
0:14:18 > 0:14:20- Shiraz.- OK.
0:14:20 > 0:14:25Being British, I think, you know, for myself,
0:14:25 > 0:14:28it does feel a little bit unnatural.
0:14:28 > 0:14:31I don't feel completely at ease here.
0:14:32 > 0:14:37There's the potential here of looking down on us because we're serving them.
0:14:37 > 0:14:39Thank you.
0:14:39 > 0:14:42- James?- Yes?- How's it going?
0:14:42 > 0:14:46Yeah, good. Good. It's a little bit intimate.
0:14:46 > 0:14:51- A bit strange.- A bit strange?- I don't feel completely comfortable with it.
0:14:51 > 0:14:53- You are in their face.- Yeah.
0:14:53 > 0:14:56And it is very, very personal.
0:14:56 > 0:15:01It's almost as if you are part of the family, but you have to stand back,
0:15:01 > 0:15:05whereas in a restaurant you're employed and it is different.
0:15:05 > 0:15:08I don't see it like that.
0:15:08 > 0:15:12I don't feel part of the family. I feel like their staff.
0:15:12 > 0:15:16I've never felt like that in a restaurant we've been in at all.
0:15:16 > 0:15:21It is a different challenge to restaurant service and that's why we're here.
0:15:21 > 0:15:27That's why I brought you here to see a different aspect of service and it's very personalised.
0:15:27 > 0:15:29VERY personalised.
0:15:31 > 0:15:38The intimate setting may be making James uncomfortable, but Brooke has no such qualms.
0:15:38 > 0:15:42I didn't see me, like, a year ago, here. But I am.
0:15:42 > 0:15:46I love it. I really was a little bit of a bad person.
0:15:47 > 0:15:52I wasn't going on the right way and now I am.
0:15:52 > 0:15:57And it's all thanks to this. I'm in a place where I would never have been without this.
0:15:57 > 0:16:02I'm doing things that I would never have done. I'm a better person for doing this.
0:16:02 > 0:16:06This really is a step up. It's a big test for my trainees.
0:16:06 > 0:16:09I've done hundreds of these special parties.
0:16:09 > 0:16:13Outside catering, for me, I just love it.
0:16:13 > 0:16:18What I love about it is that you are in contact with the customer directly.
0:16:18 > 0:16:23You can feel, you can breathe, you can know exactly what your customer wants.
0:16:23 > 0:16:29James was really put aback. The only thing getting him through this is the training he's had.
0:16:29 > 0:16:35He's doing it automatically, just going through the motions. But he's not enjoying it.
0:16:36 > 0:16:42The challenge of service at the hotel marks the halfway point in Michel's ambitious project
0:16:42 > 0:16:47and he needs to find out how his trainees are thinking about the future.
0:16:47 > 0:16:51- How's it going?- I've been a bit disenchanted today, I think.
0:16:51 > 0:16:55- You didn't like that at all. - I felt really uncomfortable.
0:16:55 > 0:16:57It wasn't just the intimacy thing.
0:16:57 > 0:17:03- It was the fact they were young, they were my age.- Yeah. - The servile nature of it.
0:17:03 > 0:17:07It was more a "snap your fingers" environment. I didn't like that.
0:17:07 > 0:17:12It depends on the customers you're serving, but when you are in somebody's house, in effect,
0:17:12 > 0:17:18it is a totally different feeling to a public place like a restaurant. Not everybody is suited to that.
0:17:18 > 0:17:22How do you think you're doing overall?
0:17:22 > 0:17:28I've reached a point in my life where I need to start having a passion for something.
0:17:28 > 0:17:33I'd love my own brasserie or bar.
0:17:33 > 0:17:38I don't know where or when, but in five years, doing something like this,
0:17:38 > 0:17:44- the doors hopefully will open and with a lot of hard work, maybe that could be possible.- Hmm.
0:17:46 > 0:17:51Early evening and as guests prepare for dinner,
0:17:51 > 0:17:56the hotel staff prepare to serve their 160 customers.
0:17:56 > 0:18:01In 48 hours, the trainees will be running a dinner service by themselves.
0:18:01 > 0:18:06Tonight, they will be shadowing the main staff roles in the Edwardian Dining Room
0:18:06 > 0:18:08to learn how service here operates.
0:18:08 > 0:18:12My trainees are going to have to really observe well tonight
0:18:12 > 0:18:18because in two days' time, they're taking over this place and it's got to be perfect.
0:18:22 > 0:18:28On the floor tonight, six waiters, all experts in a different aspect of fine dining.
0:18:30 > 0:18:34For most diners, the evening's performance usually begins
0:18:34 > 0:18:38in the bar with cocktails and a perusal of the evening's menu.
0:18:38 > 0:18:44- How would you like the rib-eye, sir? - Medium-rare.- I have my steaks medium-rare as well.- Do you?- I do.
0:18:44 > 0:18:48After drinks, the customer is taken through to the main restaurant,
0:18:48 > 0:18:51seated and introduced to their waiter.
0:18:51 > 0:18:55This is Istvan. He will be looking after you. Enjoy your dinner.
0:18:55 > 0:19:00Runners bring the food orders from the kitchen and the waiters serve it to the tables.
0:19:00 > 0:19:06Never leaving the restaurant floor means the waiters never have to take their eyes off their guests.
0:19:06 > 0:19:09Tonight, Niki will be shadowing at the cocktail bar.
0:19:09 > 0:19:11That's enough cranberry there.
0:19:11 > 0:19:17Ashley will be learning how to take orders and escort diners from the bar to the restaurant
0:19:17 > 0:19:20and the other trainees will be on the floor.
0:19:20 > 0:19:22The service is formal.
0:19:22 > 0:19:28Staff are expected to follow conventions such as always serving from the right.
0:19:28 > 0:19:32Service tonight is at a real leisurely pace, family-orientated,
0:19:32 > 0:19:37but they all expect to be served from the right and cleared from the left
0:19:37 > 0:19:43and to get the right food in front of them, so their expectations are very high. Very high.
0:19:43 > 0:19:47Having observed the technique, it's now Nikkita's turn.
0:19:53 > 0:19:57- Did I serve it the right way?- No. - But that's the right.
0:19:58 > 0:20:02Don't confuse me like that. That is the right-hand side.
0:20:02 > 0:20:08If you serve it like this, you will show your back to the guest like this
0:20:08 > 0:20:11and you are from the guest's left side.
0:20:11 > 0:20:15If you serve the food like this, you can tell her, "Enjoy it."
0:20:15 > 0:20:20- You put it down from the right side. - I don't serve like that. I serve like that.
0:20:20 > 0:20:24- But still your body is turning away from the guest.- It's not.
0:20:24 > 0:20:28Yes, it is. You cover your own body with your hands.
0:20:28 > 0:20:32With Nikkita confused, Michel steps in.
0:20:32 > 0:20:35I served it like that and I did it wrong.
0:20:35 > 0:20:40You've got to get it in your mind - not serving from your right hand,
0:20:40 > 0:20:43but serving from the right of the customer.
0:20:43 > 0:20:44Oh.
0:20:44 > 0:20:47What's the difference?
0:20:47 > 0:20:52You're less prone to lean over the customer, whereas here you can go round.
0:20:52 > 0:20:54OK.
0:20:54 > 0:20:57I'm just going to drop their food in their lap!
0:20:58 > 0:21:00From the right.
0:21:00 > 0:21:03Like that? Like I'm hugging them?
0:21:03 > 0:21:08- Yes! If that means you're going to remember it, as if you're hugging them.- OK.
0:21:08 > 0:21:10- Right?- OK, like I'm hugging them.
0:21:22 > 0:21:25- Well done.- Thank you.
0:21:27 > 0:21:31I have to say I think they've done really, really well.
0:21:31 > 0:21:37I don't see any of them struggling with the need to communicate to our guests in a positive manner,
0:21:37 > 0:21:39but honestly, very good, I think.
0:21:39 > 0:21:43I had the crepes and they were to die for.
0:21:43 > 0:21:46Brooke, I like. She's got a big smile on her face.
0:21:46 > 0:21:50Everything seems to be done with charm and with style.
0:21:50 > 0:21:54She certainly has the right "can do" mentality.
0:21:54 > 0:21:58And you can see customers actually warm to her.
0:21:58 > 0:22:03- Would you like any water at your table?- Yes, please. - Still or sparkling?- Sparkling.- OK.
0:22:03 > 0:22:06Ashley's great. Yeah, he's really good.
0:22:06 > 0:22:12He, out of all of them, has probably got into the anticipative service more than any of them.
0:22:12 > 0:22:16I've seen him do more things without being asked than the others.
0:22:16 > 0:22:22I think he views this as his chance to really make some progress and I think that's pretty good.
0:22:22 > 0:22:28In two days' time, the trainees will be taking the place of Jeremy's regular staff
0:22:28 > 0:22:32and being in charge of dinner service will be their responsibility.
0:22:39 > 0:22:427am and breakfast service is up and running.
0:22:42 > 0:22:48Most five-star city hotels have dedicated room service personnel.
0:22:48 > 0:22:54Here, no such roles exist and all front-of-house staff are required to perform this most intimate service.
0:22:54 > 0:22:57For Danielle, James and Brooke,
0:22:57 > 0:23:02their first job of the day is to help general manager Federico with the breakfast orders.
0:23:02 > 0:23:05In a country house hotel like this,
0:23:05 > 0:23:11guests who order room service expect the same level of service in their room as anywhere else in this hotel.
0:23:11 > 0:23:14It has to be perfect.
0:23:14 > 0:23:18If there's one thing missing like the marmalade or anything,
0:23:18 > 0:23:22- they'll see it and they'll be upset for the rest of the day.- Oh, my God!
0:23:23 > 0:23:25GIGGLING
0:23:27 > 0:23:32Michel and Federico will be monitoring the trainees' interaction with the guests
0:23:32 > 0:23:35to see how attentive they are.
0:23:37 > 0:23:39TAPS GENTLY
0:23:39 > 0:23:41STIFLED LAUGHTER
0:23:43 > 0:23:46Room service, please.
0:23:46 > 0:23:48That's better.
0:23:49 > 0:23:56- Good morning, Mr Kirby.- Good morning. - We've got your breakfast. Would you like it just in here?- Yeah, please.
0:23:59 > 0:24:02They shouldn't put the tray on the floor.
0:24:02 > 0:24:06One of them should be holding it and the other one... Look at that!
0:24:06 > 0:24:08They could trip over that.
0:24:08 > 0:24:11PLATES CLATTER
0:24:14 > 0:24:19The tray's back on the floor now. Oh! Just don't do that.
0:24:19 > 0:24:22- Thank you very much. - Thank you very much.
0:24:22 > 0:24:27- I think they've been in there already too long.- Yes, I agree. A little bit too long.
0:24:27 > 0:24:31- < Have a good day.- Thank you very much.- Good morning.
0:24:33 > 0:24:35Don't slam the door.
0:24:37 > 0:24:39How did that go?
0:24:39 > 0:24:41Horrific.
0:24:41 > 0:24:48Service early doors is bang, in, polite, "Have a nice day, your breakfast is here, goodbye."
0:24:48 > 0:24:51With one service under their belts,
0:24:51 > 0:24:57the trainees check their second breakfast order from the couple who arrived in the helicopter.
0:24:57 > 0:25:00Grapefruit segments, fruit salad.
0:25:00 > 0:25:02Brown toast, breakfast tea.
0:25:02 > 0:25:04We're going to go up again?
0:25:04 > 0:25:07Say, "Room service." James can go in.
0:25:07 > 0:25:10I'll go in before James and lay the tablecloth down.
0:25:10 > 0:25:13Room service.
0:25:15 > 0:25:21- Good morning.- Good morning, sir. How are you this morning? Is it all right if I come in?- Yeah, sure.
0:25:21 > 0:25:24- Good morning.- Good morning. - Good morning.
0:25:24 > 0:25:27That was good. That was assertive.
0:25:27 > 0:25:32Knocked on the door, "room service, good morning". Bright and cheerful.
0:25:32 > 0:25:36- Your morning paper, sir. - Thanks very much.- You're welcome.
0:25:37 > 0:25:41Would you like your tea served in bed, sir, madam?
0:25:41 > 0:25:43- Over there, please.- OK.
0:25:43 > 0:25:50- Yeah, that's good.- Is it possible to change those into segments? - Yes, of course.- Thank you.
0:25:51 > 0:25:54They've reacted very well.
0:25:54 > 0:25:58They've immediately dispatched Danielle down to the kitchen.
0:25:58 > 0:26:02It wasn't a "no". It was, "Yes, I'll see the chef immediately."
0:26:02 > 0:26:04That's good.
0:26:04 > 0:26:10Six minutes later, Danielle returns with the correct grapefruit and the warm smoked haddock.
0:26:10 > 0:26:16- Did you think I was ages getting a segmented orange?- They asked for eggs as well?- And poached haddock.
0:26:17 > 0:26:19Good morning. How are you again?
0:26:19 > 0:26:22- Was the poached haddock for you? - Yes, please.
0:26:22 > 0:26:24Good.
0:26:28 > 0:26:31Could we have some hot toast?
0:26:31 > 0:26:33- Yes, no problem.- Thank you.
0:26:34 > 0:26:38- More toast? - They want hot toast now.- Good.
0:26:42 > 0:26:47It's not good going back to the room three times, especially first thing in the morning.
0:26:49 > 0:26:52Room service... Again.
0:26:54 > 0:26:58- There you are, madam. - I'm now missing a side knife.
0:26:58 > 0:27:04- Are you really?- I am. I haven't got a side knife.- That's fine. I'll go and get you one.
0:27:14 > 0:27:16Three times you had to go in.
0:27:16 > 0:27:19- Hang on, no, four times.- Yeah.
0:27:19 > 0:27:22- Four times in 15 minutes. - Is that how long it took?
0:27:22 > 0:27:25And I still think she's not 100% satisfied
0:27:25 > 0:27:29because she would have liked warm toast with her fish and her egg.
0:27:29 > 0:27:32We should have seen those two mistakes.
0:27:32 > 0:27:36Yeah. Did it say "segments" anywhere? No.
0:27:36 > 0:27:39It should say on the check. Does it not?
0:27:40 > 0:27:42Yeah, it says it.
0:27:42 > 0:27:44"Grapefruit segments." Oh.
0:27:44 > 0:27:48That's why normally there are two steps of checking.
0:27:48 > 0:27:54The chef checks and then you guys check each tray normally to avoid that problem.
0:27:55 > 0:27:59So, yeah, a few errors.
0:27:59 > 0:28:03Customer reasonably satisfied, but not...
0:28:03 > 0:28:06- I think they were sick of the sight of me.- I think they were.
0:28:11 > 0:28:14Definitely horses for courses.
0:28:14 > 0:28:18I love serving in restaurants. I get a massive buzz off it.
0:28:18 > 0:28:21This morning and yesterday, no buzz at all.
0:28:21 > 0:28:27I felt uncomfortable and felt a little bit like I shouldn't have been there.
0:28:27 > 0:28:33She had a lot of requests, but people are paying a lot of money to stay in this hotel,
0:28:33 > 0:28:35so she was right in doing so.
0:28:35 > 0:28:41I don't mind at all. She could have asked me to go down two more times and I wouldn't have minded.
0:28:41 > 0:28:45With Brooke embracing the world of five-star service,
0:28:45 > 0:28:49Michel is keen to know how she's been finding the whole experience.
0:28:49 > 0:28:52How do you think you're doing in general?
0:28:52 > 0:28:56- Have you noticed yourself change? - Yeah, I've impressed myself.
0:28:56 > 0:29:00I have changed in my personality and how I think about things.
0:29:00 > 0:29:03A month ago, I'd be like, "I'm not going there, full of snobs,"
0:29:03 > 0:29:07but they're as down to earth as me and you and everyone.
0:29:07 > 0:29:14If you do embrace this industry and the hospitality part of our industry,
0:29:14 > 0:29:17what bit do you think you could play in it?
0:29:17 > 0:29:20I don't know because I want to do it all.
0:29:20 > 0:29:26Obviously, I want my restaurant. That's what I'm doing this for cos I want my restaurant at the end of it.
0:29:26 > 0:29:32And to me, every aspect that we've done so far and every aspect there is will help.
0:29:32 > 0:29:38- So you've got a little bit of ambition?- Hell, yeah. A little bit. I am all ambition, me, Michel.
0:29:40 > 0:29:43Back inside, Michel has decided
0:29:43 > 0:29:49that either Tom or Ashley will be in charge of the 60 cheeses on the trolley tomorrow evening.
0:29:50 > 0:29:56They always lay out the cheeseboard in a fashion, so you've got your hard cheeses here.
0:29:56 > 0:30:00You've got your washed rinds... They're normally a bit slimy on top.
0:30:00 > 0:30:05They're usually the ones that really stink a bit. They're quite strong. You can tell.
0:30:05 > 0:30:09You've got goat's cheese together and over here, blue cheeses.
0:30:09 > 0:30:15Let me show you how to cut the cheese first of all. Never use your fingers on the cheeseboard.
0:30:15 > 0:30:20Always use your knife and your fork to point to the cheese and use the fork to hold.
0:30:20 > 0:30:24Be firm and go through it like that.
0:30:25 > 0:30:30You've got yourself a nice piece there. Don't be too generous.
0:30:30 > 0:30:34And try and arrange it on the plate so that it looks nice.
0:30:34 > 0:30:39If somebody wants, for example, this cheese here, whatever it is,
0:30:39 > 0:30:43if they ask for it to be grated over the plate, what would I say to them?
0:30:43 > 0:30:47No, there's no way they'll ask for grated cheese.
0:30:47 > 0:30:51When you have cheese at the end of the meal, you just have pieces of it.
0:30:51 > 0:30:55I find it much easier to eat grated cheese than a big slice of it.
0:30:55 > 0:31:00- That's just me and there will be other people like me, won't there? - I don't think so.
0:31:00 > 0:31:03- You're one of a kind. - You are unique.
0:31:03 > 0:31:05- I am.- Thankfully.
0:31:05 > 0:31:08Right, blue cheese...
0:31:09 > 0:31:11First, it's Ashley's turn.
0:31:11 > 0:31:16- How would you like your cheese? - Let's have this. Yeah, Bath Soft.
0:31:16 > 0:31:21- How much would you like? - You don't ask the customer that. - So I just give them it, yeah?- Yeah.
0:31:25 > 0:31:30- Look what you've given me. - The rind?- Yeah. - I thought you could eat it all.
0:31:30 > 0:31:34But that's not nice. The nice bit is the gooey bit in the middle.
0:31:34 > 0:31:38From my point of view, the rind looks better than the inside of it.
0:31:38 > 0:31:41At least I'm being honest.
0:31:41 > 0:31:44- The Spanish one... - Next up, it's Tom.
0:31:44 > 0:31:47There you go... Oh! A little bit thicker.
0:31:47 > 0:31:50- Sorry about that. < That's too thin?- A bit too thin.
0:31:50 > 0:31:56As with all service, Michel insists that his trainees know what they're serving,
0:31:56 > 0:31:59even if it's not to their personal taste.
0:31:59 > 0:32:03When people say, "What's the Little Stinky like,"
0:32:03 > 0:32:08you could say, "It's not called Little Stinky for nothing. It is a strong cheese."
0:32:08 > 0:32:11But don't go, "Eugh, it's horrible!"
0:32:11 > 0:32:15It would be nice on toast, that. No!
0:32:15 > 0:32:17Do you not like it? No.
0:32:17 > 0:32:21- That's lovely.- I love it. - It's really nice.
0:32:22 > 0:32:25Right, Ash, how do you think you're doing so far?
0:32:25 > 0:32:28I'm not too sure. I've come out of my shell a bit more.
0:32:28 > 0:32:34I didn't expect to wake up, drive here, then the next day, welcome someone from a helicopter.
0:32:34 > 0:32:38That doesn't happen to someone like me from where I'm from.
0:32:38 > 0:32:43You don't get that opportunity of what's in front of me. You don't see it.
0:32:43 > 0:32:47I'm embracing it in a way, all the things that are coming.
0:32:47 > 0:32:50We all have our ups and downs, all seven of us,
0:32:50 > 0:32:55but me, myself, I'm trying to have more ups than downs at the minute.
0:32:55 > 0:32:58There's a lot of hard work and a lot of serious work, obviously.
0:32:58 > 0:33:04It does take dedication and hard work to get to the top, but you can get so much satisfaction out of it.
0:33:04 > 0:33:07Carry on being yourself
0:33:07 > 0:33:11because the Ashley that I see now could be going places.
0:33:11 > 0:33:13Thanks.
0:33:17 > 0:33:23May Bank Holiday weekend, one of the busiest times in the hotel's calendar.
0:33:23 > 0:33:28With the all-important dinner service being handed over to them this evening,
0:33:28 > 0:33:33the trainees' mentor Fred Sirieix arrives to help polish their skills.
0:33:33 > 0:33:36- Good morning. How are you? - Fantastic.- Thank you.
0:33:39 > 0:33:45Fred's first job is to observe Nikkita and Ashley as they greet guests at the front door.
0:33:45 > 0:33:49I think you look quite nice. Do you really, Ashley?
0:33:49 > 0:33:53Are you blind, Ashley? No, you look nice. You do.
0:33:53 > 0:33:58Under Fred's watchful eye, they'll be expected to greet the Bank Holiday guests
0:33:58 > 0:34:01with the warm welcome that the hotel prides itself on.
0:34:01 > 0:34:04- Nikkita, be aware. People are coming.- Hi.
0:34:05 > 0:34:09Nikkita, you could have wished them a good game of tennis.
0:34:09 > 0:34:12- I didn't know they were playing tennis.- They have rackets.
0:34:12 > 0:34:18- I don't look at tennis rackets. - You have to look at the people and tailor the welcome to them.
0:34:20 > 0:34:22Hi...
0:34:23 > 0:34:25Don't smile then(!)
0:34:25 > 0:34:31The people here are all stuck-up and snobby and think that they're better than you...
0:34:32 > 0:34:34Everything.
0:34:34 > 0:34:39And if I was doing the door, I would just move around.
0:34:39 > 0:34:45- We've been told that one person has got to stay on this door.- Sure, but not literally on one spot.
0:34:45 > 0:34:50You can be like this. You can go looking there, look, you know, look there.
0:34:50 > 0:34:56- It's better...- There's nothing to look at.- There's beautiful greenery. - I've seen it all. It's green.
0:34:56 > 0:35:02- Nikkita, what is your problem? - Nothing. I'm just saying...- Please, can you stop this attitude, OK?
0:35:02 > 0:35:04I've had enough. Stop.
0:35:20 > 0:35:23- Hi.- Nice to see you.- Hello, sir.
0:35:23 > 0:35:25Hiya.
0:35:35 > 0:35:37- Yeah?- Sorry?
0:35:37 > 0:35:42- I did smile.- Do you think "hiya" is appropriate? "Hiya"?
0:35:43 > 0:35:46NIKKITA SIGHS
0:35:46 > 0:35:49Would you like me to change my whole vocabulary?
0:35:49 > 0:35:53I'd like you to change this, yes. Not "hi". "Good afternoon."
0:35:53 > 0:35:59- Good afternoon, sir. How are you? - I do say "good afternoon", but I say "hiya" as well.- "Good afternoon."
0:35:59 > 0:36:01OK?
0:36:04 > 0:36:08Nikkita is impossible. She is not interested to learn.
0:36:08 > 0:36:14Either she changes or we have to take her off the door. This can't carry on like this.
0:36:14 > 0:36:19"Yeah but, no but, yeah but, no but..." Come on, Nikkita. This is not Little Britain.
0:36:22 > 0:36:26Have you got a problem with saying "good afternoon", "good morning"?
0:36:26 > 0:36:31No, I do say "good afternoon", but I don't say "good afternoon" over and over again.
0:36:31 > 0:36:35- You do if it's different people. - You've got to.
0:36:35 > 0:36:38- I can't do it. I'm not posh. - Posh is not bad.
0:36:38 > 0:36:44- Posh is bad. I'm not posh.- It's about being polite and respectful. It's not about anything else.
0:36:44 > 0:36:47- Keep smiling, Nikkita. Come on. - Huh?- Keep smiling.
0:36:47 > 0:36:50I'm trying, but there's no-one to smile at.
0:36:50 > 0:36:53Stop saying and keep trying.
0:36:53 > 0:36:56- I am.- Don't say you keep trying. Do it.
0:36:56 > 0:37:03- Trust me.- I am doing it. I'm trying to carry on doing it.- Close your eyes and trust me. Trust Michel.
0:37:04 > 0:37:08By 3pm, the courtyard is bustling with new arrivals.
0:37:08 > 0:37:13Nikkita and Ashley will be the first faces they see.
0:37:14 > 0:37:17Hello. Hi.
0:37:17 > 0:37:20Ashley will take you through to Guest Relations.
0:37:22 > 0:37:25- Good afternoon.- Hello.
0:37:25 > 0:37:29- It may have been a trying afternoon...- Did you go quad biking?
0:37:29 > 0:37:34- Yeah, we did it yesterday and Tuesday.- Tuesday as well?- Yeah.
0:37:34 > 0:37:37- It was really fun. - You two are lucky. You know that?
0:37:37 > 0:37:43But by the end of their shift, Ashley and Nikkita have cracked the formula to meeting and greeting.
0:37:43 > 0:37:45- Good afternoon.- Hello there.
0:37:45 > 0:37:50- Did you have a nice drive? - Yes, thank you. - I'll take it in for you.
0:37:50 > 0:37:54- Good afternoon.- Good afternoon. - Welcome to Bovey Castle. I'm John.
0:37:54 > 0:37:59- How was that?- 100%. 100%. - Good. Well done.
0:37:59 > 0:38:05Nikkita, spot-on, girl. Well done. Nice smile. Made them feel welcome. Nice to see it.
0:38:08 > 0:38:12Late afternoon and the hotel must ready itself for dinner.
0:38:12 > 0:38:18The trainees regroup to be allocated their roles for tonight's service.
0:38:18 > 0:38:23- First off, Niki, you're behind the bar tonight.- Thank you.
0:38:23 > 0:38:30Nikkita, you will be helping behind the bar because there will be a big rush between 6 and 7,
0:38:30 > 0:38:32- then it will be on the floor.- OK.
0:38:32 > 0:38:39- James...- Yes, Chef. - I've got a really intimate dinner for two for you to look after.
0:38:39 > 0:38:44- OK, Chef.- You're on your own. How more intimate can you get?
0:38:44 > 0:38:47- Three's a crowd, isn't it, Chef?- Yes.
0:38:47 > 0:38:51- Danielle...- Yes. - You are working on the floor.
0:38:52 > 0:38:56Ashley, you're going to be working the cheese trolley tonight. Tom...
0:38:58 > 0:39:01- You are on the floor.- Right. - Yeah?- Yeah.
0:39:01 > 0:39:04That leaves us Brooke.
0:39:04 > 0:39:08- Hello.- Brooke, you are our maitre d' for tonight.
0:39:08 > 0:39:14- < Well done.- It's up to you to make sure that everybody is pulling in the same direction.
0:39:14 > 0:39:15One more thing.
0:39:15 > 0:39:19It's a great day. Beautiful weather.
0:39:19 > 0:39:24- So all your tables will be outside here on the terrace.- Come on!
0:39:24 > 0:39:28Snappy, prompt service, on time, with a big smile.
0:39:28 > 0:39:31OK, let's go.
0:39:31 > 0:39:36Michel and Fred are hoping that with only a few covers each,
0:39:36 > 0:39:39the trainees can cater to their guests' every whim.
0:39:39 > 0:39:44Niki, you will be predominantly behind the bar making the cocktail,
0:39:44 > 0:39:48and Nikkita will be on the floor greeting, meeting the guest.
0:39:48 > 0:39:52You've just got to be constantly aware of what's happening.
0:39:55 > 0:40:00Six o'clock, cocktail hour, and the guests start to arrive in the bar.
0:40:00 > 0:40:04Would you like to take a seat? This is a table for two over here.
0:40:04 > 0:40:08- Here we have our cocktail list. - Right.
0:40:08 > 0:40:13The bar needs to make everyone's cocktails at the same time.
0:40:13 > 0:40:17- Another order's coming.- And the girls are struggling to keep up.
0:40:17 > 0:40:21It's just so slow. They need to be much, much quicker.
0:40:21 > 0:40:27- Excuse me. Could we have our drinks? - Yeah, I just need to put some ice in there. That's all.
0:40:27 > 0:40:33Nikkita's in a bit of a strop now. There she is, shaking her head. Why can't she just get on with it?
0:40:34 > 0:40:38All too aware that a bad start can ruin the entire evening,
0:40:38 > 0:40:44Fred drafts in Ashley to make sure that the customers aren't sitting without drinks.
0:40:44 > 0:40:47There's no drinks yet. Just wait.
0:40:47 > 0:40:51The couple with the two kids, they've ordered more than 15 minutes ago.
0:40:51 > 0:40:57They need more energy and urgency in the way that they do their work and they will be fine.
0:40:57 > 0:41:00But at the moment, it's very slow. Slowly, slowly, slowly.
0:41:00 > 0:41:04The mint mojito and the Cosmopolitan is for you, yeah?
0:41:04 > 0:41:09- The mint mojito is lovely. I had one yesterday. - Did you?- I really enjoyed it.
0:41:10 > 0:41:14- That's my boy!- Would you like another drink?- Yes.- Yeah, OK.
0:41:14 > 0:41:21- That's good.- He was walking past, he saw the lady was...- That gives me goose bumps.- "Another glass, madam?"
0:41:21 > 0:41:24Yeah. Right, OK, that's fine.
0:41:24 > 0:41:30Ashley has done some great stuff. It's great when he asked this lady if she wanted another drink.
0:41:30 > 0:41:35This is the kind of stuff that they keep missing and he got it. This is amazing.
0:41:38 > 0:41:40Do you need a hand?
0:41:44 > 0:41:47In the grounds, James is preparing the gazebo
0:41:47 > 0:41:54for a couple celebrating their 40th wedding anniversary, catered for by a dedicated chef.
0:41:54 > 0:41:58I've got to be able to read the people I'm looking after
0:41:58 > 0:42:02and the old caveat that three is a crowd is very appropriate here.
0:42:02 > 0:42:09So it's about subtlety for me today. This is a test of my ability to handle intimacy with the customer.
0:42:14 > 0:42:19Back in the main hotel, Nikkita is still trying to catch up with the drinks orders
0:42:19 > 0:42:23when she receives an unexpected request.
0:42:23 > 0:42:25Is this your food order for outside?
0:42:25 > 0:42:28- Can you take our food order?- If you want.
0:42:30 > 0:42:36- Take the order now and when she wants to be seated, I'll take her out. - OK.- Is that OK?
0:42:37 > 0:42:40Struggling loads. I always struggle. Every day.
0:42:42 > 0:42:43Mm-hm.
0:42:48 > 0:42:51- Yeah, that's perfectly fine. - Thank you.
0:42:51 > 0:42:55Nikkita's a big worry for me. She's...unfathomable.
0:42:55 > 0:43:01What's the attitude? Just take the order. Take it and move on.
0:43:01 > 0:43:04I don't know what to do with her.
0:43:04 > 0:43:09How do you do this? Do it. Just do it. I want to go home. Move.
0:43:09 > 0:43:11What are you doing?
0:43:14 > 0:43:16Nikkita, Nikkita, this way.
0:43:16 > 0:43:18Come on.
0:43:18 > 0:43:21Get your spirit back.
0:43:21 > 0:43:27- I didn't do anything right. None of it was right. - Don't worry. We're learning.
0:43:27 > 0:43:31You did some good things and you did some wrong things.
0:43:31 > 0:43:33I can't be in there. I can't do it.
0:43:33 > 0:43:37- You can. You're doing it. - I can't deal with the people.
0:43:37 > 0:43:43- The people are too...- They're very nice.- They're not.- It is all in your mind. They are very nice people.
0:43:43 > 0:43:46I'm telling you for a fact they're not.
0:43:47 > 0:43:50Seven o'clock, the start of dinner service.
0:43:50 > 0:43:57On the floor tonight, Danielle, Nikkita, Ashley and Tom with Brooke overseeing as maitre d'.
0:43:57 > 0:44:03- Anything else? - With only five tables, the trainees will be in charge of just one each.
0:44:03 > 0:44:05- Can I get you any bread?- Yes, please.
0:44:05 > 0:44:09What would you like? Brown roll, white roll and focaccia?
0:44:09 > 0:44:13With such a small number of guests, Michel expects perfection.
0:44:13 > 0:44:18Nikkita before just kind of lost it completely. We'll see what happens.
0:44:18 > 0:44:20It's scary tonight. Very scary.
0:44:29 > 0:44:32One-on-one service is a big test for James.
0:44:32 > 0:44:36- Hello.- Hello.- Good evening. Welcome to the Summer House. I'm James.
0:44:36 > 0:44:42The way he copes with this challenge could help him decide whether this aspect of the industry is for him.
0:44:42 > 0:44:48If you'd just like to take a seat in the snug... I'll be serving you champagne in a moment.
0:44:53 > 0:44:58My job here is just to see to any of their needs and not get in their way.
0:44:58 > 0:45:03They'll not have a good evening if I'm standing in the corner like a plum.
0:45:03 > 0:45:06That's not going to help them feel any more relaxed.
0:45:07 > 0:45:12Back on the terrace, a lack of communication between the bar and restaurant
0:45:12 > 0:45:15is causing customers to go thirsty.
0:45:15 > 0:45:20- Are you all right for drinks? - They're just waiting on their drinks now.- OK, cool.
0:45:21 > 0:45:28- They haven't got their drinks yet? - They've been in there waiting to be ordered for 10, 15 minutes.- Check.
0:45:30 > 0:45:34- There's a lot of tension. A lot of tension.- They're very stressed.
0:45:34 > 0:45:39- Brooke, can you get someone to...? I've got all these orders waiting. - Sorry.
0:45:39 > 0:45:44- Brooke?- Yeah. I'm going to get someone to come and do that.
0:45:44 > 0:45:50Brooke has to calm down now and really realise what she has to do and take charge, full charge.
0:45:50 > 0:45:56Being a maitre d', a real maitre d' is about leading the team. She's not leading the team.
0:45:56 > 0:46:03Three Budweisers and sparkling water. Don't take the sparkling water. Brooke needs to get them a big one.
0:46:03 > 0:46:06And it's going to Table 3. Table 3.
0:46:06 > 0:46:10- Did you order three beers?- No. - I didn't think you did.
0:46:14 > 0:46:17- Ashley, speak to Brooke.- Brooke...
0:46:17 > 0:46:23- Why are there three Budweisers? - Who's it for?- Oh, my God! Come here. It's not three Budweisers.
0:46:23 > 0:46:26It's one Budweiser and it's Table 3.
0:46:28 > 0:46:34Meanwhile, at the gazebo, James's anniversary couple are halfway through their starters.
0:46:34 > 0:46:39What I find awkward is that because I'm there to provide a service,
0:46:39 > 0:46:42I have to be watching them all the time. It's a bit voyeuristic.
0:46:42 > 0:46:47I'm trying to stand out of their sight line, so I can still see their plates
0:46:47 > 0:46:51and see when I need to clear and top up and all the rest.
0:46:51 > 0:46:55I was trying to look at the table, but kept on catching his eye,
0:46:55 > 0:46:59then when I caught his eye, I didn't know what to...
0:46:59 > 0:47:02What do you do? You smile and wave or ask a question?
0:47:04 > 0:47:08It's not the most comfortable situation.
0:47:08 > 0:47:11James's guests have finished their starters.
0:47:14 > 0:47:19On the terrace, the trainees have caught up with the drinks orders.
0:47:19 > 0:47:21Cabbage and new potatoes?
0:47:21 > 0:47:26And the main courses are starting to come out.
0:47:26 > 0:47:31Oh, look at that. Thomas has no cutlery on the table for the main course.
0:47:31 > 0:47:34Oh, no, the customer is pointing it out.
0:47:34 > 0:47:40- He has to go all the way back over there with the food, get the cutlery and come back.- It will be cold.
0:47:40 > 0:47:45It's a disaster. For this table, it's a disastrous experience.
0:47:46 > 0:47:49They're struggling tonight.
0:47:49 > 0:47:52- They're struggling.- You can tell it's a bit tense.- Very tense.
0:47:52 > 0:47:58This is the least amount of customers they've had to serve, but we want it to be perfect.
0:47:58 > 0:48:02It's been far from perfect. It's been such a nervy start.
0:48:02 > 0:48:06But they should know by now what they're doing.
0:48:07 > 0:48:11- Would you like me to clear the bread plates as well?- Yeah.
0:48:11 > 0:48:13Fabulous, yeah.
0:48:13 > 0:48:17Have you been here before...? Have you?
0:48:17 > 0:48:20You're not meant to clear them yet.
0:48:20 > 0:48:23They've just asked me to. OK.
0:48:26 > 0:48:28Thank you.
0:48:28 > 0:48:31Brooke, come here. Is my name Brooke? No.
0:48:31 > 0:48:34I mean Nikkita. Come here.
0:48:35 > 0:48:39< When a customer asks me to clear the plates, I'll clear the plates,
0:48:39 > 0:48:43so don't tell me to do something in front of them.
0:48:43 > 0:48:46She doesn't want to be here.
0:48:46 > 0:48:48It's terrible.
0:48:48 > 0:48:50- It's rude.- Yeah.
0:48:52 > 0:48:54Standards continue to slip.
0:48:54 > 0:49:00Tom and Nikkita have been serving from the wrong side again.
0:49:00 > 0:49:05After all that rigmarole with Nikkita of left, right, left, right,
0:49:05 > 0:49:08serve from the right, clear from the left.
0:49:08 > 0:49:12- Would you like new potatoes? - Yes, please.- There you are.
0:49:12 > 0:49:17Oblivious to Michel's criticisms, the team soldier on towards the dessert course.
0:49:17 > 0:49:20- That's better.- Yeah? - Spirits are high, yeah.
0:49:20 > 0:49:24But Tom is not keeping up with the orders arriving for his table.
0:49:33 > 0:49:35This is not what I like to see.
0:49:35 > 0:49:41If this was a normal service, I would be shutting them down, throwing them off
0:49:41 > 0:49:44and putting a new team on it in double-quick time.
0:49:44 > 0:49:49I'm not comfortable. This is not what I want my guests to experience in any way, shape or form.
0:49:49 > 0:49:52How long have they been sitting there?
0:49:52 > 0:49:56For ages. Who are they for? They're for my table.
0:49:56 > 0:49:59Come on then. You can't serve it like that.
0:49:59 > 0:50:02They've been there for ages. Why did no-one tell me?
0:50:02 > 0:50:06Someone just said, "Who are they for?" I said, "I don't know."
0:50:06 > 0:50:09My desserts were sat there. No-one told me about them.
0:50:09 > 0:50:14I've had to tell Table 5 who I've not given the best service to tonight.
0:50:14 > 0:50:17But what can you do? A smile will take me a long way!
0:50:18 > 0:50:24As a chaotic evening reaches its final course, it's time to wheel out the castle's trademark.
0:50:24 > 0:50:31Ashley should go now to the table and say to people, "Would you like some cheese before your dessert?"
0:50:31 > 0:50:36It is an opportunity to make the customer happy and make the business happy.
0:50:36 > 0:50:40That's what he needs to you. Let's see how successful he can get.
0:50:40 > 0:50:42Would you like any cheese?
0:50:42 > 0:50:46- No, Ashley! - She was looking at the cheese.
0:50:46 > 0:50:50You don't scream in front of everybody. You're not in a motorway caff.
0:50:50 > 0:50:54DEEP VOICE: "Any cheese?" "Ham and cheese!"
0:50:54 > 0:50:56Ssh! Hey!
0:50:56 > 0:50:58Go over there.
0:50:58 > 0:51:01I hope they don't... I hope they don't want some cheese.
0:51:05 > 0:51:09Please do not drop... Where's it going? Just here.
0:51:09 > 0:51:11Oh, this stinks!
0:51:13 > 0:51:15What ones have you tried that you like?
0:51:15 > 0:51:19I've tried this one. It's really strong at first,
0:51:19 > 0:51:25but I had a bit of port to neck it back with, so it brought down the flavour a bit. I did like this one.
0:51:25 > 0:51:28So should I neck some port when I have it?
0:51:28 > 0:51:31LAUGHTER I'd say yeah.
0:51:31 > 0:51:33It's not all Little Stinky.
0:51:34 > 0:51:38- Would you like some port to go with that?- Yes, I'd love some.
0:51:38 > 0:51:45The cheese course is a chance for Ashley to demonstrate some of the product knowledge he's picked up.
0:51:45 > 0:51:48There's quince jelly and chutney. Do you know what that is?
0:51:48 > 0:51:52- It's pressed fig with walnuts. - Oh, lovely.
0:51:53 > 0:51:59The banana bread and butter pudding? If you like bread and butter pudding and bananas, you'll like it.
0:51:59 > 0:52:03I don't like bread and butter pudding and I'm not keen on bananas.
0:52:03 > 0:52:07Would you like some of the Little Stinky?
0:52:07 > 0:52:09I'll try a little bit.
0:52:09 > 0:52:12- Tidy that up.- Yeah.
0:52:16 > 0:52:20And at last, Tom's couple get their crepes suzettes.
0:52:20 > 0:52:22There we are.
0:52:22 > 0:52:25However, incorrectly served.
0:52:26 > 0:52:30I'll just bring that out for you as well.
0:52:30 > 0:52:33What side are you supposed to serve from?
0:52:33 > 0:52:37Right-hand side. I've been serving from the left-hand side.
0:52:37 > 0:52:42Every single plate you have put down tonight, you have served from the left.
0:52:42 > 0:52:46- You have gone all the way round the table to serve on the left.- I know.
0:52:46 > 0:52:50My common sense and basics have been nowhere tonight.
0:52:50 > 0:52:54- Enjoy your cheeses and your desserts. - Thank you.- And your port.
0:52:54 > 0:52:58- Thank you very much.- Sorry about the time it took.- Don't worry.
0:52:58 > 0:53:00- We got there in the end, didn't we?- Yeah.
0:53:00 > 0:53:03As the cheese course draws the meal to a close,
0:53:03 > 0:53:10at the gazebo, Michel drops in to see how James has coped with the challenge of one-to-one service.
0:53:10 > 0:53:14- Everything going well?- Very well. - It is a beautiful setting.
0:53:14 > 0:53:18It is a beautiful setting and we've had a very good meal
0:53:18 > 0:53:22with very nice...attentive, but unobtrusive service.
0:53:22 > 0:53:25- And it's been a joy.- Excellent.
0:53:25 > 0:53:29- I won't disturb you any more. - Thank you.- Enjoy it all. Thank you.
0:53:29 > 0:53:35The guests are very happy, very happy. They said service couldn't have been better.
0:53:35 > 0:53:37It's been there when they've wanted it
0:53:37 > 0:53:43and when they didn't want any service and wanted to be left alone, they were left alone,
0:53:43 > 0:53:46so I think he's understood exactly what is required.
0:53:46 > 0:53:51I pushed him purposefully today into intimate dining,
0:53:51 > 0:53:55but he's done it and he's done it well.
0:53:56 > 0:54:01The thing I've realised about intimacy and the dining experience tonight
0:54:01 > 0:54:06is that in any situation, you've got to be a bit human and people will be human back.
0:54:06 > 0:54:09I'm not sure this is for me,
0:54:09 > 0:54:14but I liked the challenge and I think I've risen to it.
0:54:15 > 0:54:21Back on the terrace, Ashley continues to share his newly acquired culinary knowledge.
0:54:21 > 0:54:25He chose my wine and he chose my pudding wine,
0:54:25 > 0:54:27so now I'm going with his cheese.
0:54:29 > 0:54:31- Wow!- Use a napkin.
0:54:36 > 0:54:40That's ridiculous what's just come off.
0:54:40 > 0:54:42Do you want to taste this one?
0:54:42 > 0:54:45You don't have to eat it all, obviously.
0:54:45 > 0:54:50- Would you like to cut me a little piece?- That's what I'm going to do because it's...
0:54:50 > 0:54:55- Are we having any biscuits? - I've got some biscuits there. - Can I taste that Stinky one?
0:54:55 > 0:54:57Smell that. Smell this.
0:55:00 > 0:55:02LAUGHTER
0:55:03 > 0:55:06Ashley really is hilarious.
0:55:06 > 0:55:09- He is so natural.- Yeah. - So, so natural.
0:55:09 > 0:55:13People believe in him and he gets away with murder.
0:55:13 > 0:55:16Oh, God! LAUGHTER
0:55:16 > 0:55:20- We just need to polish him up.- He'll be fine.- He'll be fantastic.- Yeah.
0:55:20 > 0:55:22Uh-oh! Now what?
0:55:22 > 0:55:25LAUGHTER
0:55:31 > 0:55:35- I'm glad it's almost finished because it was very difficult to take.- Very.
0:55:35 > 0:55:39They've got to give 100% and tonight they gave us 10%.
0:55:39 > 0:55:45The customers don't deserve it and we don't deserve it. Certainly not.
0:55:45 > 0:55:50As the sun goes down on the terrace, the trainees wait to hear Michel's verdict.
0:55:50 > 0:55:53They didn't do very well at all tonight.
0:55:53 > 0:55:56I am disappointed.
0:55:56 > 0:56:02I wanted them to up their game, to refine their skills, but do it properly.
0:56:02 > 0:56:09If Nikkita had been working for me tonight as an employee, I would have told her to leave.
0:56:10 > 0:56:15There is no way you can be so cold and rude to your customers.
0:56:15 > 0:56:22But I believe in her. I believe there's something special there and I want her to succeed.
0:56:23 > 0:56:26I cannot lay into them at the de-brief.
0:56:26 > 0:56:30They know deep down that they didn't perform well tonight
0:56:30 > 0:56:34and I just cannot... I've got to give them some hope.
0:56:42 > 0:56:47I don't know where this is going to take me and how long it's going to take me,
0:56:47 > 0:56:51but Nikkita, you said that I looked mardy,
0:56:51 > 0:56:55- down, glum...- Yeah. - Not happy.- Yeah.
0:56:55 > 0:56:58I can't hide my emotions. I'm like you.
0:56:58 > 0:57:02And I wasn't very happy. Not very happy at all.
0:57:03 > 0:57:07Maybe it's me. Maybe I'm expecting too much out of you.
0:57:07 > 0:57:13Maybe it was a dream of mine that after four weeks I could turn you around
0:57:13 > 0:57:15and expect perfection.
0:57:15 > 0:57:21I'm a perfectionist. I don't even need to tell you it wasn't perfection tonight.
0:57:21 > 0:57:26So I'm not going to dwell on it. Pointless. Pointless dwelling on it.
0:57:27 > 0:57:31Because there's a lot more exciting things to come.
0:57:31 > 0:57:33And I want you to do really well
0:57:33 > 0:57:39and I want each and every one of you to come on this journey
0:57:39 > 0:57:43and cross that finish line together.
0:57:43 > 0:57:45All of you.
0:57:45 > 0:57:51And I'd be very, very disappointed in myself if I didn't get the best out of all of you.
0:57:54 > 0:58:00Next time, the trainees will have to learn a whole new set of skills.
0:58:00 > 0:58:04If you listen to me, you won't burn yourself or cut yourself.
0:58:04 > 0:58:08As they take centre stage, performing in front of their guests.
0:58:08 > 0:58:11You'd have a job finding a lamb that size.
0:58:11 > 0:58:15At some of London's finest restaurants.
0:58:15 > 0:58:18- A very expensive bottle - £20,000. - Do not drop it!
0:58:33 > 0:58:37Subtitles by Subtext for Red Bee Media Ltd 2011
0:58:37 > 0:58:40Email subtitling@bbc.co.uk