Episode 4 Michel Roux's Service


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Transcript


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

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It is surly, it can be slapdash.

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Great restaurants need great front of house.

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

-Table 8 here.

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But now he's on another mission.

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I have a team of 25 front of house and only one British maitre d'.

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-We need to find more British waiters.

-Michel's challenge is to take a group of young people

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who have never thought of a career in front of house and prove to them that it can change their lives.

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It's not just about delivering food.

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I want people to come into our industry and take pride in serving.

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Now, halfway through, the trainees are on a fast track from the high street to fine dining.

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You are good enough to do this.

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Ultimately, Michel wants them to be good enough to take over service

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at his own 2-Michelin-starred restaurant, where he will reward the candidates with most potential

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with life-changing scholarships, launching their careers.

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Give your all as a young waiter and what you get back is immense.

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Last time, Michel's trainees took responsibility for serving at some very special occasions.

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

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-But now they're about to meet their most demanding customers, at a 5-star hotel.

-It's unnatural.

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I don't feel at ease here.

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For the next four days, they'll be waiting hand and foot on the guests.

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Good morning, sir. How are you?

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-And with round-the-clock service, there's nowhere to hide.

-LAUGHTER

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

-They're very nice.

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They're not. They are not nice.

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Welcome to one of Britain's most exclusive and beautiful country houses.

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Bovey Castle, a luxury hotel and sporting estate set in the heart of Dartmoor National Park.

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People come from all over the world to enjoy luxurious accommodation and personal service 24 hours a day.

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With suites upwards of £500 per night,

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their motto is the customer can have what they want when they want it.

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-This place smells of money, but above all do you know what it is renowned for?

-Footballers?

-Service!

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Service. Indeed.

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Customers come here paying top dollar, big money, because they want service, they want the best.

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They want service that's there, it happens.

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Yeah? That's what they're famous for.

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Everybody that works here is on call.

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So far, you guys have changed a lot.

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Now we've an even bigger challenge. You have to change even more.

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Let's go.

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Managing director Jeremy Rata has 34 years' experience in the hospitality business.

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He'll be overseeing all aspects of the trainees' tuition as they join his 55-strong front of house team

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for the busy May half-term holiday.

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Right. Welcome, everybody. Welcome to you all.

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You're going to be learning quite a lot. We've got some very high standards that we like to maintain

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and we hope you'll help us achieve what we like to achieve and that we can help you.

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OK?

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In four days' time, Jeremy has agreed to let the trainees run evening dinner service at the hotel

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-under Michel and Fred's supervision.

-This is sweet!

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The hospitality industry is vast. It's important for them to understand all aspects of service.

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Some of them might take a liking to this style of hospitality.

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The hotel has 65 bedrooms and 22 guest lodges in the grounds,

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all of which are served 24 hours a day by the hotel staff.

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Before the trainees are set to work, Jeremy wants them to see what his guests pay for.

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-It's like a mini-flat, isn't it?

-A big flat!

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This is a massive, massive step up. Five star is,

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you know, the highest level of service that you can get

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but also working here, what is expected is just a whole different ballpark.

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You have to be on it all the time. Everyone's going to have to keep everyone else in check.

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James isn't the only one sizing up the challenge ahead.

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I'm gonna try to be posh, do the best that I can.

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Real posh people and me don't get along, I don't think.

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I don't think they like me. Even if I put on a posh voice,

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I still don't say my Ts... and I'm still...common.

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If I can pull being a posh person for a couple of days,

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then that's good enough, innit?

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You look out here and see woods.

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I'm used to looking out windows and seeing burnt-out cars.

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I'm not used to this environment, but it's good. A lad like me

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don't get an opportunity like I've got or come from my estate back in Leeds

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to something like this.

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The scholarship at the end of it, I've been thinking about it a lot.

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I've been thinking a lot about that scholarship.

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I know in maybe 10 or 15 years I could be a manager at somewhere like this or whatever.

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Being in Michel's hands, I'm in the best hands, so I'm going to work my hardest.

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For them to fully comprehend how service in a five-star hotel works,

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the trainees will be given the same tasks that regular staff perform day in and day out.

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For the next four days, they'll be with the paying guests morning, noon and night.

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-You girls looks nice.

-I look disgraceful.

-You look nice.

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18 of Jeremy's front of house staff are dedicated to meeting, greeting and checking in guests.

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He's about to add Michel's novices to the team.

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The welcome at Bovey Castle is the very first thing our guests get so it's most important.

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-Are we still tying ties here?

-Yeah.

-Shall I wait for you, then?

-No.

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Good. So the welcome is what you're about to learn, OK?

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We spend a lot of time getting this right. When people drive in here,

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they're already inspired by this beautiful building. And where we can lose it is on the welcome.

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But Jeremy's guests don't always arrive by car.

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There's a helicopter arriving here with some important guests.

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The important points - open the door, big smile, radiant smile.

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-I've never opened the door of a helicopter.

-Don't worry about it. That is a mere detail.

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ALL: Hi!

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-Welcome to Bovey Castle.

-Thank you.

-Did you have a nice journey?

-Fantastic.

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-- I'm Ashley. - Tom. How was the view?

-It was really great.

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-A beautiful day.

-Absolutely. Perfect. The ultimate way to travel!

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-Have you got any luggage at all?

-Unlike restaurant diners who leave at the end of the evening,

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-these guests will be under the trainees' care for the duration.

-Hello. I'm Ashley.

-I'm Lynn.

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-Did you enjoy the flight?

-Amazing.

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One thing that is very important in service

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is knowing when to step back and stop. The initial contact, doors were opened, big smile.

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Welcome to Bovey Castle, weather great. And then quickly move on.

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I was a bit worried at one stage that you were starting to talk just for a few seconds too long.

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That applies in restaurants as well. Knowing when to stop.

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What you don't want is the food's on the plate and he's thinking, "Why don't they leave me alone?"

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It's the same thing. Knowing when to stop.

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I'm really encouraged. Good start.

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A successful greeting, but despite Jeremy's praise, not everyone is feeling upbeat.

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-Why do you look so unhappy, Nikkita?

-Cos I'm cold.

-Cold? It's sunshine.

-I'm cold.

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Well, I don't know why.

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Smile. It's beautiful here.

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-There's nothing to appreciate. A load of grass.

-Where do I start?

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HORN TOOTS

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Far from inspiring her, the opulent surroundings and wealthy guests make Nikkita feel ill at ease.

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-It ain't happening.

-Of course it is.

-Nobody's ever seen potential in me. There ain't none there.

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We're all seeing it now. I've had an ASBO, but look what I'm doing now.

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I'm progressing every day and realising my success. You need to do that as well.

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Just smile and realise the potential you've got and what you're doing.

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I've come from nothing and I'm doing this.

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-You don't want to break the mould?

-No, I just don't see it.

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-You're scared of change.

-I don't want to be a different person. I like the way I am.

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-I like the way that you're going.

-I don't want to be a snobby person thinking I'm better.

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I'm not going to change the way I am. I've come from a council estate. Nothing will ever change that

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and who I am and who I was back then, but obviously you've got to try to move forward from it

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and get over it, sort of thing.

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I don't want to change as a person, but I want to change my ways. There's nowt wrong in that.

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Just say, "Hang on. I can do a lot better with my life." And we all believe in you.

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Nikkita's had a tough upbringing, she's got a two-year-old child.

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It shouldn't be used as an excuse. She's got a lot of attributes that we need in our industry.

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She's got a great smile, an extremely good memory, she's intelligent.

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She's got it. If she wants it.

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Nobody knows what I'll be like or anything I do.

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I'll still be Nikkita who got pregnant at 16 and will just do the same thing.

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A leopard never changes its spots. I'm a single mum and my baby's dad is a joker.

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That's how it will always be. Always. And I'll always be... nothing.

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Lunchtime. And the trainees have a full afternoon's work ahead of them.

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As many of the guests are families, dining in the privacy of your own accommodation is a service on offer.

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-Come on in, boys and girls.

-Under General Manager Federico, James, Brooke and Danielle

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will help serve a private lunch to a family on their 18th visit here.

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So Martin will be helping you to do the set-up over here.

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-Enjoy. See you later.

-Thank you.

-Ciao!

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All right?

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Private dining like this is a long way from a bustling restaurant.

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They're paying for service, for a private chef, private waiters.

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So it's like they want the atmosphere of eating in their own home, which is why they've got a chalet,

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but this is not informal dining. It's laid out like a banquet.

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We're here to provide that high level of personal service.

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Initially at least, it's back to familiar territory for the trainees.

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This sounds really pathetic, but I'm proud that I can do this.

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People might say it's easy, but it isn't, to have it set out perfectly.

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I'm proud that I can serve people and talk to people in the right way when I want to.

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And people appreciate it. These eight people will appreciate it.

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-The service in the lodge is excellent.

-Second to none.

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It's like staying still in a five-star hotel, but having the privacy and ability to relax

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and enjoy it as a family.

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They're coming into your accommodation, your private area,

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and you shouldn't feel you need to get involved with anything.

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You should relax and feel you're in good hands.

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You're getting restaurant service in your home, which you expect.

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-Thank you very much. Hello, everyone.

-Hi.

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Despite the intimate setting, the actual service should be the same as in any restaurant

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and under Martin's instructions the trainees can put into practice the skills they've learnt so far.

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We've got focaccia, French white baguette, white roll, brown roll.

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Focaccia, please.

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Thank you.

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Em...

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-Shiraz.

-OK.

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Being British, I think, you know, for myself,

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it does feel a little bit unnatural.

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I don't feel completely at ease here.

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There's the potential here of looking down on us because we're serving them.

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Thank you.

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-James?

-Yes?

-How's it going?

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Yeah, good. Good. It's a little bit intimate.

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-A bit strange.

-A bit strange?

-I don't feel completely comfortable with it.

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-You are in their face.

-Yeah.

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And it is very, very personal.

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It's almost as if you are part of the family, but you have to stand back,

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whereas in a restaurant you're employed and it is different.

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I don't see it like that.

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I don't feel part of the family. I feel like their staff.

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I've never felt like that in a restaurant we've been in at all.

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It is a different challenge to restaurant service and that's why we're here.

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That's why I brought you here to see a different aspect of service and it's very personalised.

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VERY personalised.

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The intimate setting may be making James uncomfortable, but Brooke has no such qualms.

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I didn't see me, like, a year ago, here. But I am.

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I love it. I really was a little bit of a bad person.

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I wasn't going on the right way and now I am.

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And it's all thanks to this. I'm in a place where I would never have been without this.

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I'm doing things that I would never have done. I'm a better person for doing this.

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This really is a step up. It's a big test for my trainees.

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I've done hundreds of these special parties.

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Outside catering, for me, I just love it.

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What I love about it is that you are in contact with the customer directly.

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You can feel, you can breathe, you can know exactly what your customer wants.

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James was really put aback. The only thing getting him through this is the training he's had.

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He's doing it automatically, just going through the motions. But he's not enjoying it.

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The challenge of service at the hotel marks the halfway point in Michel's ambitious project

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and he needs to find out how his trainees are thinking about the future.

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-How's it going?

-I've been a bit disenchanted today, I think.

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-You didn't like that at all.

-I felt really uncomfortable.

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It wasn't just the intimacy thing.

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-It was the fact they were young, they were my age.

-Yeah.

-The servile nature of it.

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It was more a "snap your fingers" environment. I didn't like that.

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It depends on the customers you're serving, but when you are in somebody's house, in effect,

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it is a totally different feeling to a public place like a restaurant. Not everybody is suited to that.

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How do you think you're doing overall?

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I've reached a point in my life where I need to start having a passion for something.

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I'd love my own brasserie or bar.

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I don't know where or when, but in five years, doing something like this,

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-the doors hopefully will open and with a lot of hard work, maybe that could be possible.

-Hmm.

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Early evening and as guests prepare for dinner,

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the hotel staff prepare to serve their 160 customers.

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In 48 hours, the trainees will be running a dinner service by themselves.

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Tonight, they will be shadowing the main staff roles in the Edwardian Dining Room

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to learn how service here operates.

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My trainees are going to have to really observe well tonight

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because in two days' time, they're taking over this place and it's got to be perfect.

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On the floor tonight, six waiters, all experts in a different aspect of fine dining.

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For most diners, the evening's performance usually begins

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in the bar with cocktails and a perusal of the evening's menu.

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-How would you like the rib-eye, sir?

-Medium-rare.

-I have my steaks medium-rare as well.

-Do you?

-I do.

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After drinks, the customer is taken through to the main restaurant,

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seated and introduced to their waiter.

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This is Istvan. He will be looking after you. Enjoy your dinner.

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Runners bring the food orders from the kitchen and the waiters serve it to the tables.

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Never leaving the restaurant floor means the waiters never have to take their eyes off their guests.

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Tonight, Niki will be shadowing at the cocktail bar.

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That's enough cranberry there.

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Ashley will be learning how to take orders and escort diners from the bar to the restaurant

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and the other trainees will be on the floor.

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The service is formal.

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Staff are expected to follow conventions such as always serving from the right.

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Service tonight is at a real leisurely pace, family-orientated,

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but they all expect to be served from the right and cleared from the left

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and to get the right food in front of them, so their expectations are very high. Very high.

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Having observed the technique, it's now Nikkita's turn.

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-Did I serve it the right way?

-No.

-But that's the right.

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Don't confuse me like that. That is the right-hand side.

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If you serve it like this, you will show your back to the guest like this

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and you are from the guest's left side.

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If you serve the food like this, you can tell her, "Enjoy it."

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-You put it down from the right side.

-I don't serve like that. I serve like that.

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-But still your body is turning away from the guest.

-It's not.

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Yes, it is. You cover your own body with your hands.

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With Nikkita confused, Michel steps in.

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I served it like that and I did it wrong.

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You've got to get it in your mind - not serving from your right hand,

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but serving from the right of the customer.

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Oh.

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What's the difference?

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You're less prone to lean over the customer, whereas here you can go round.

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OK.

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I'm just going to drop their food in their lap!

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From the right.

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Like that? Like I'm hugging them?

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-Yes! If that means you're going to remember it, as if you're hugging them.

-OK.

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-Right?

-OK, like I'm hugging them.

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-Well done.

-Thank you.

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I have to say I think they've done really, really well.

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I don't see any of them struggling with the need to communicate to our guests in a positive manner,

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but honestly, very good, I think.

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I had the crepes and they were to die for.

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Brooke, I like. She's got a big smile on her face.

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Everything seems to be done with charm and with style.

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She certainly has the right "can do" mentality.

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And you can see customers actually warm to her.

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-Would you like any water at your table?

-Yes, please.

-Still or sparkling?

-Sparkling.

-OK.

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Ashley's great. Yeah, he's really good.

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He, out of all of them, has probably got into the anticipative service more than any of them.

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I've seen him do more things without being asked than the others.

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I think he views this as his chance to really make some progress and I think that's pretty good.

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In two days' time, the trainees will be taking the place of Jeremy's regular staff

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and being in charge of dinner service will be their responsibility.

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7am and breakfast service is up and running.

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Most five-star city hotels have dedicated room service personnel.

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Here, no such roles exist and all front-of-house staff are required to perform this most intimate service.

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For Danielle, James and Brooke,

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their first job of the day is to help general manager Federico with the breakfast orders.

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In a country house hotel like this,

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guests who order room service expect the same level of service in their room as anywhere else in this hotel.

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It has to be perfect.

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If there's one thing missing like the marmalade or anything,

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-they'll see it and they'll be upset for the rest of the day.

-Oh, my God!

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GIGGLING

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Michel and Federico will be monitoring the trainees' interaction with the guests

0:23:270:23:32

to see how attentive they are.

0:23:320:23:35

TAPS GENTLY

0:23:370:23:39

STIFLED LAUGHTER

0:23:390:23:41

Room service, please.

0:23:430:23:46

That's better.

0:23:460:23:48

-Good morning, Mr Kirby.

-Good morning.

-We've got your breakfast. Would you like it just in here?

-Yeah, please.

0:23:490:23:56

They shouldn't put the tray on the floor.

0:23:590:24:02

One of them should be holding it and the other one... Look at that!

0:24:020:24:06

They could trip over that.

0:24:060:24:08

PLATES CLATTER

0:24:080:24:11

The tray's back on the floor now. Oh! Just don't do that.

0:24:140:24:19

-Thank you very much.

-Thank you very much.

0:24:190:24:22

-I think they've been in there already too long.

-Yes, I agree. A little bit too long.

0:24:220:24:27

-< Have a good day.

-Thank you very much.

-Good morning.

0:24:270:24:31

Don't slam the door.

0:24:330:24:35

How did that go?

0:24:370:24:39

Horrific.

0:24:390:24:41

Service early doors is bang, in, polite, "Have a nice day, your breakfast is here, goodbye."

0:24:410:24:48

With one service under their belts,

0:24:480:24:51

the trainees check their second breakfast order from the couple who arrived in the helicopter.

0:24:510:24:57

Grapefruit segments, fruit salad.

0:24:570:25:00

Brown toast, breakfast tea.

0:25:000:25:02

We're going to go up again?

0:25:020:25:04

Say, "Room service." James can go in.

0:25:040:25:07

I'll go in before James and lay the tablecloth down.

0:25:070:25:10

Room service.

0:25:100:25:13

-Good morning.

-Good morning, sir. How are you this morning? Is it all right if I come in?

-Yeah, sure.

0:25:150:25:21

-Good morning.

-Good morning.

-Good morning.

0:25:210:25:24

That was good. That was assertive.

0:25:240:25:27

Knocked on the door, "room service, good morning". Bright and cheerful.

0:25:270:25:32

-Your morning paper, sir.

-Thanks very much.

-You're welcome.

0:25:320:25:36

Would you like your tea served in bed, sir, madam?

0:25:370:25:41

-Over there, please.

-OK.

0:25:410:25:43

-Yeah, that's good.

-Is it possible to change those into segments?

-Yes, of course.

-Thank you.

0:25:430:25:50

They've reacted very well.

0:25:510:25:54

They've immediately dispatched Danielle down to the kitchen.

0:25:540:25:58

It wasn't a "no". It was, "Yes, I'll see the chef immediately."

0:25:580:26:02

That's good.

0:26:020:26:04

Six minutes later, Danielle returns with the correct grapefruit and the warm smoked haddock.

0:26:040:26:10

-Did you think I was ages getting a segmented orange?

-They asked for eggs as well?

-And poached haddock.

0:26:100:26:16

Good morning. How are you again?

0:26:170:26:19

-Was the poached haddock for you?

-Yes, please.

0:26:190:26:22

Good.

0:26:220:26:24

Could we have some hot toast?

0:26:280:26:31

-Yes, no problem.

-Thank you.

0:26:310:26:33

-More toast?

-They want hot toast now.

-Good.

0:26:340:26:38

It's not good going back to the room three times, especially first thing in the morning.

0:26:420:26:47

Room service... Again.

0:26:490:26:52

-There you are, madam.

-I'm now missing a side knife.

0:26:540:26:58

-Are you really?

-I am. I haven't got a side knife.

-That's fine. I'll go and get you one.

0:26:580:27:04

Three times you had to go in.

0:27:140:27:16

-Hang on, no, four times.

-Yeah.

0:27:160:27:19

-Four times in 15 minutes.

-Is that how long it took?

0:27:190:27:22

And I still think she's not 100% satisfied

0:27:220:27:25

because she would have liked warm toast with her fish and her egg.

0:27:250:27:29

We should have seen those two mistakes.

0:27:290:27:32

Yeah. Did it say "segments" anywhere? No.

0:27:320:27:36

It should say on the check. Does it not?

0:27:360:27:39

Yeah, it says it.

0:27:400:27:42

"Grapefruit segments." Oh.

0:27:420:27:44

That's why normally there are two steps of checking.

0:27:440:27:48

The chef checks and then you guys check each tray normally to avoid that problem.

0:27:480:27:54

So, yeah, a few errors.

0:27:550:27:59

Customer reasonably satisfied, but not...

0:27:590:28:03

-I think they were sick of the sight of me.

-I think they were.

0:28:030:28:06

Definitely horses for courses.

0:28:110:28:14

I love serving in restaurants. I get a massive buzz off it.

0:28:140:28:18

This morning and yesterday, no buzz at all.

0:28:180:28:21

I felt uncomfortable and felt a little bit like I shouldn't have been there.

0:28:210:28:27

She had a lot of requests, but people are paying a lot of money to stay in this hotel,

0:28:270:28:33

so she was right in doing so.

0:28:330:28:35

I don't mind at all. She could have asked me to go down two more times and I wouldn't have minded.

0:28:350:28:41

With Brooke embracing the world of five-star service,

0:28:410:28:45

Michel is keen to know how she's been finding the whole experience.

0:28:450:28:49

How do you think you're doing in general?

0:28:490:28:52

-Have you noticed yourself change?

-Yeah, I've impressed myself.

0:28:520:28:56

I have changed in my personality and how I think about things.

0:28:560:29:00

A month ago, I'd be like, "I'm not going there, full of snobs,"

0:29:000:29:03

but they're as down to earth as me and you and everyone.

0:29:030:29:07

If you do embrace this industry and the hospitality part of our industry,

0:29:070:29:14

what bit do you think you could play in it?

0:29:140:29:17

I don't know because I want to do it all.

0:29:170:29:20

Obviously, I want my restaurant. That's what I'm doing this for cos I want my restaurant at the end of it.

0:29:200:29:26

And to me, every aspect that we've done so far and every aspect there is will help.

0:29:260:29:32

-So you've got a little bit of ambition?

-Hell, yeah. A little bit. I am all ambition, me, Michel.

0:29:320:29:38

Back inside, Michel has decided

0:29:400:29:43

that either Tom or Ashley will be in charge of the 60 cheeses on the trolley tomorrow evening.

0:29:430:29:49

They always lay out the cheeseboard in a fashion, so you've got your hard cheeses here.

0:29:500:29:56

You've got your washed rinds... They're normally a bit slimy on top.

0:29:560:30:00

They're usually the ones that really stink a bit. They're quite strong. You can tell.

0:30:000:30:05

You've got goat's cheese together and over here, blue cheeses.

0:30:050:30:09

Let me show you how to cut the cheese first of all. Never use your fingers on the cheeseboard.

0:30:090:30:15

Always use your knife and your fork to point to the cheese and use the fork to hold.

0:30:150:30:20

Be firm and go through it like that.

0:30:200:30:24

You've got yourself a nice piece there. Don't be too generous.

0:30:250:30:30

And try and arrange it on the plate so that it looks nice.

0:30:300:30:34

If somebody wants, for example, this cheese here, whatever it is,

0:30:340:30:39

if they ask for it to be grated over the plate, what would I say to them?

0:30:390:30:43

No, there's no way they'll ask for grated cheese.

0:30:430:30:47

When you have cheese at the end of the meal, you just have pieces of it.

0:30:470:30:51

I find it much easier to eat grated cheese than a big slice of it.

0:30:510:30:55

-That's just me and there will be other people like me, won't there?

-I don't think so.

0:30:550:31:00

-You're one of a kind.

-You are unique.

0:31:000:31:03

-I am.

-Thankfully.

0:31:030:31:05

Right, blue cheese...

0:31:050:31:08

First, it's Ashley's turn.

0:31:090:31:11

-How would you like your cheese?

-Let's have this. Yeah, Bath Soft.

0:31:110:31:16

-How much would you like?

-You don't ask the customer that.

-So I just give them it, yeah?

-Yeah.

0:31:160:31:21

-Look what you've given me.

-The rind?

-Yeah.

-I thought you could eat it all.

0:31:250:31:30

But that's not nice. The nice bit is the gooey bit in the middle.

0:31:300:31:34

From my point of view, the rind looks better than the inside of it.

0:31:340:31:38

At least I'm being honest.

0:31:380:31:41

-The Spanish one...

-Next up, it's Tom.

0:31:410:31:44

There you go... Oh! A little bit thicker.

0:31:440:31:47

-Sorry about that. < That's too thin?

-A bit too thin.

0:31:470:31:50

As with all service, Michel insists that his trainees know what they're serving,

0:31:500:31:56

even if it's not to their personal taste.

0:31:560:31:59

When people say, "What's the Little Stinky like,"

0:31:590:32:03

you could say, "It's not called Little Stinky for nothing. It is a strong cheese."

0:32:030:32:08

But don't go, "Eugh, it's horrible!"

0:32:080:32:11

It would be nice on toast, that. No!

0:32:110:32:15

Do you not like it? No.

0:32:150:32:17

-That's lovely.

-I love it.

-It's really nice.

0:32:170:32:21

Right, Ash, how do you think you're doing so far?

0:32:220:32:25

I'm not too sure. I've come out of my shell a bit more.

0:32:250:32:28

I didn't expect to wake up, drive here, then the next day, welcome someone from a helicopter.

0:32:280:32:34

That doesn't happen to someone like me from where I'm from.

0:32:340:32:38

You don't get that opportunity of what's in front of me. You don't see it.

0:32:380:32:43

I'm embracing it in a way, all the things that are coming.

0:32:430:32:47

We all have our ups and downs, all seven of us,

0:32:470:32:50

but me, myself, I'm trying to have more ups than downs at the minute.

0:32:500:32:55

There's a lot of hard work and a lot of serious work, obviously.

0:32:550:32:58

It does take dedication and hard work to get to the top, but you can get so much satisfaction out of it.

0:32:580:33:04

Carry on being yourself

0:33:040:33:07

because the Ashley that I see now could be going places.

0:33:070:33:11

Thanks.

0:33:110:33:13

May Bank Holiday weekend, one of the busiest times in the hotel's calendar.

0:33:170:33:23

With the all-important dinner service being handed over to them this evening,

0:33:230:33:28

the trainees' mentor Fred Sirieix arrives to help polish their skills.

0:33:280:33:33

-Good morning. How are you?

-Fantastic.

-Thank you.

0:33:330:33:36

Fred's first job is to observe Nikkita and Ashley as they greet guests at the front door.

0:33:390:33:45

I think you look quite nice. Do you really, Ashley?

0:33:450:33:49

Are you blind, Ashley? No, you look nice. You do.

0:33:490:33:53

Under Fred's watchful eye, they'll be expected to greet the Bank Holiday guests

0:33:530:33:58

with the warm welcome that the hotel prides itself on.

0:33:580:34:01

-Nikkita, be aware. People are coming.

-Hi.

0:34:010:34:04

Nikkita, you could have wished them a good game of tennis.

0:34:050:34:09

-I didn't know they were playing tennis.

-They have rackets.

0:34:090:34:12

-I don't look at tennis rackets.

-You have to look at the people and tailor the welcome to them.

0:34:120:34:18

Hi...

0:34:200:34:22

Don't smile then(!)

0:34:230:34:25

The people here are all stuck-up and snobby and think that they're better than you...

0:34:250:34:31

Everything.

0:34:320:34:34

And if I was doing the door, I would just move around.

0:34:340:34:39

-We've been told that one person has got to stay on this door.

-Sure, but not literally on one spot.

0:34:390:34:45

You can be like this. You can go looking there, look, you know, look there.

0:34:450:34:50

-It's better...

-There's nothing to look at.

-There's beautiful greenery.

-I've seen it all. It's green.

0:34:500:34:56

-Nikkita, what is your problem?

-Nothing. I'm just saying...

-Please, can you stop this attitude, OK?

0:34:560:35:02

I've had enough. Stop.

0:35:020:35:04

-Hi.

-Nice to see you.

-Hello, sir.

0:35:200:35:23

Hiya.

0:35:230:35:25

-Yeah?

-Sorry?

0:35:350:35:37

-I did smile.

-Do you think "hiya" is appropriate? "Hiya"?

0:35:370:35:42

NIKKITA SIGHS

0:35:430:35:46

Would you like me to change my whole vocabulary?

0:35:460:35:49

I'd like you to change this, yes. Not "hi". "Good afternoon."

0:35:490:35:53

-Good afternoon, sir. How are you?

-I do say "good afternoon", but I say "hiya" as well.

-"Good afternoon."

0:35:530:35:59

OK?

0:35:590:36:01

Nikkita is impossible. She is not interested to learn.

0:36:040:36:08

Either she changes or we have to take her off the door. This can't carry on like this.

0:36:080:36:14

"Yeah but, no but, yeah but, no but..." Come on, Nikkita. This is not Little Britain.

0:36:140:36:19

Have you got a problem with saying "good afternoon", "good morning"?

0:36:220:36:26

No, I do say "good afternoon", but I don't say "good afternoon" over and over again.

0:36:260:36:31

-You do if it's different people.

-You've got to.

0:36:310:36:35

-I can't do it. I'm not posh.

-Posh is not bad.

0:36:350:36:38

-Posh is bad. I'm not posh.

-It's about being polite and respectful. It's not about anything else.

0:36:380:36:44

-Keep smiling, Nikkita. Come on.

-Huh?

-Keep smiling.

0:36:440:36:47

I'm trying, but there's no-one to smile at.

0:36:470:36:50

Stop saying and keep trying.

0:36:500:36:53

-I am.

-Don't say you keep trying. Do it.

0:36:530:36:56

-Trust me.

-I am doing it. I'm trying to carry on doing it.

-Close your eyes and trust me. Trust Michel.

0:36:560:37:03

By 3pm, the courtyard is bustling with new arrivals.

0:37:040:37:08

Nikkita and Ashley will be the first faces they see.

0:37:080:37:13

Hello. Hi.

0:37:140:37:17

Ashley will take you through to Guest Relations.

0:37:170:37:20

-Good afternoon.

-Hello.

0:37:220:37:25

-It may have been a trying afternoon...

-Did you go quad biking?

0:37:250:37:29

-Yeah, we did it yesterday and Tuesday.

-Tuesday as well?

-Yeah.

0:37:290:37:34

-It was really fun.

-You two are lucky. You know that?

0:37:340:37:37

But by the end of their shift, Ashley and Nikkita have cracked the formula to meeting and greeting.

0:37:370:37:43

-Good afternoon.

-Hello there.

0:37:430:37:45

-Did you have a nice drive?

-Yes, thank you.

-I'll take it in for you.

0:37:450:37:50

-Good afternoon.

-Good afternoon.

-Welcome to Bovey Castle. I'm John.

0:37:500:37:54

-How was that?

-100%. 100%.

-Good. Well done.

0:37:540:37:59

Nikkita, spot-on, girl. Well done. Nice smile. Made them feel welcome. Nice to see it.

0:37:590:38:05

Late afternoon and the hotel must ready itself for dinner.

0:38:080:38:12

The trainees regroup to be allocated their roles for tonight's service.

0:38:120:38:18

-First off, Niki, you're behind the bar tonight.

-Thank you.

0:38:180:38:23

Nikkita, you will be helping behind the bar because there will be a big rush between 6 and 7,

0:38:230:38:30

-then it will be on the floor.

-OK.

0:38:300:38:32

-James...

-Yes, Chef.

-I've got a really intimate dinner for two for you to look after.

0:38:320:38:39

-OK, Chef.

-You're on your own. How more intimate can you get?

0:38:390:38:44

-Three's a crowd, isn't it, Chef?

-Yes.

0:38:440:38:47

-Danielle...

-Yes.

-You are working on the floor.

0:38:470:38:51

Ashley, you're going to be working the cheese trolley tonight. Tom...

0:38:520:38:56

-You are on the floor.

-Right.

-Yeah?

-Yeah.

0:38:580:39:01

That leaves us Brooke.

0:39:010:39:04

-Hello.

-Brooke, you are our maitre d' for tonight.

0:39:040:39:08

-< Well done.

-It's up to you to make sure that everybody is pulling in the same direction.

0:39:080:39:14

One more thing.

0:39:140:39:15

It's a great day. Beautiful weather.

0:39:150:39:19

-So all your tables will be outside here on the terrace.

-Come on!

0:39:190:39:24

Snappy, prompt service, on time, with a big smile.

0:39:240:39:28

OK, let's go.

0:39:280:39:31

Michel and Fred are hoping that with only a few covers each,

0:39:310:39:36

the trainees can cater to their guests' every whim.

0:39:360:39:39

Niki, you will be predominantly behind the bar making the cocktail,

0:39:390:39:44

and Nikkita will be on the floor greeting, meeting the guest.

0:39:440:39:48

You've just got to be constantly aware of what's happening.

0:39:480:39:52

Six o'clock, cocktail hour, and the guests start to arrive in the bar.

0:39:550:40:00

Would you like to take a seat? This is a table for two over here.

0:40:000:40:04

-Here we have our cocktail list.

-Right.

0:40:040:40:08

The bar needs to make everyone's cocktails at the same time.

0:40:080:40:13

-Another order's coming.

-And the girls are struggling to keep up.

0:40:130:40:17

It's just so slow. They need to be much, much quicker.

0:40:170:40:21

-Excuse me. Could we have our drinks?

-Yeah, I just need to put some ice in there. That's all.

0:40:210:40:27

Nikkita's in a bit of a strop now. There she is, shaking her head. Why can't she just get on with it?

0:40:270:40:33

All too aware that a bad start can ruin the entire evening,

0:40:340:40:38

Fred drafts in Ashley to make sure that the customers aren't sitting without drinks.

0:40:380:40:44

There's no drinks yet. Just wait.

0:40:440:40:47

The couple with the two kids, they've ordered more than 15 minutes ago.

0:40:470:40:51

They need more energy and urgency in the way that they do their work and they will be fine.

0:40:510:40:57

But at the moment, it's very slow. Slowly, slowly, slowly.

0:40:570:41:00

The mint mojito and the Cosmopolitan is for you, yeah?

0:41:000:41:04

-The mint mojito is lovely. I had one yesterday.

-Did you?

-I really enjoyed it.

0:41:040:41:09

-That's my boy!

-Would you like another drink?

-Yes.

-Yeah, OK.

0:41:100:41:14

-That's good.

-He was walking past, he saw the lady was...

-That gives me goose bumps.

-"Another glass, madam?"

0:41:140:41:21

Yeah. Right, OK, that's fine.

0:41:210:41:24

Ashley has done some great stuff. It's great when he asked this lady if she wanted another drink.

0:41:240:41:30

This is the kind of stuff that they keep missing and he got it. This is amazing.

0:41:300:41:35

Do you need a hand?

0:41:380:41:40

In the grounds, James is preparing the gazebo

0:41:440:41:47

for a couple celebrating their 40th wedding anniversary, catered for by a dedicated chef.

0:41:470:41:54

I've got to be able to read the people I'm looking after

0:41:540:41:58

and the old caveat that three is a crowd is very appropriate here.

0:41:580:42:02

So it's about subtlety for me today. This is a test of my ability to handle intimacy with the customer.

0:42:020:42:09

Back in the main hotel, Nikkita is still trying to catch up with the drinks orders

0:42:140:42:19

when she receives an unexpected request.

0:42:190:42:23

Is this your food order for outside?

0:42:230:42:25

-Can you take our food order?

-If you want.

0:42:250:42:28

-Take the order now and when she wants to be seated, I'll take her out.

-OK.

-Is that OK?

0:42:300:42:36

Struggling loads. I always struggle. Every day.

0:42:370:42:40

Mm-hm.

0:42:420:42:43

-Yeah, that's perfectly fine.

-Thank you.

0:42:480:42:51

Nikkita's a big worry for me. She's...unfathomable.

0:42:510:42:55

What's the attitude? Just take the order. Take it and move on.

0:42:550:43:01

I don't know what to do with her.

0:43:010:43:04

How do you do this? Do it. Just do it. I want to go home. Move.

0:43:040:43:09

What are you doing?

0:43:090:43:11

Nikkita, Nikkita, this way.

0:43:140:43:16

Come on.

0:43:160:43:18

Get your spirit back.

0:43:180:43:21

-I didn't do anything right. None of it was right.

-Don't worry. We're learning.

0:43:210:43:27

You did some good things and you did some wrong things.

0:43:270:43:31

I can't be in there. I can't do it.

0:43:310:43:33

-You can. You're doing it.

-I can't deal with the people.

0:43:330:43:37

-The people are too...

-They're very nice.

-They're not.

-It is all in your mind. They are very nice people.

0:43:370:43:43

I'm telling you for a fact they're not.

0:43:430:43:46

Seven o'clock, the start of dinner service.

0:43:470:43:50

On the floor tonight, Danielle, Nikkita, Ashley and Tom with Brooke overseeing as maitre d'.

0:43:500:43:57

-Anything else?

-With only five tables, the trainees will be in charge of just one each.

0:43:570:44:03

-Can I get you any bread?

-Yes, please.

0:44:030:44:05

What would you like? Brown roll, white roll and focaccia?

0:44:050:44:09

With such a small number of guests, Michel expects perfection.

0:44:090:44:13

Nikkita before just kind of lost it completely. We'll see what happens.

0:44:130:44:18

It's scary tonight. Very scary.

0:44:180:44:20

One-on-one service is a big test for James.

0:44:290:44:32

-Hello.

-Hello.

-Good evening. Welcome to the Summer House. I'm James.

0:44:320:44:36

The way he copes with this challenge could help him decide whether this aspect of the industry is for him.

0:44:360:44:42

If you'd just like to take a seat in the snug... I'll be serving you champagne in a moment.

0:44:420:44:48

My job here is just to see to any of their needs and not get in their way.

0:44:530:44:58

They'll not have a good evening if I'm standing in the corner like a plum.

0:44:580:45:03

That's not going to help them feel any more relaxed.

0:45:030:45:06

Back on the terrace, a lack of communication between the bar and restaurant

0:45:070:45:12

is causing customers to go thirsty.

0:45:120:45:15

-Are you all right for drinks?

-They're just waiting on their drinks now.

-OK, cool.

0:45:150:45:20

-They haven't got their drinks yet?

-They've been in there waiting to be ordered for 10, 15 minutes.

-Check.

0:45:210:45:28

-There's a lot of tension. A lot of tension.

-They're very stressed.

0:45:300:45:34

-Brooke, can you get someone to...? I've got all these orders waiting.

-Sorry.

0:45:340:45:39

-Brooke?

-Yeah. I'm going to get someone to come and do that.

0:45:390:45:44

Brooke has to calm down now and really realise what she has to do and take charge, full charge.

0:45:440:45:50

Being a maitre d', a real maitre d' is about leading the team. She's not leading the team.

0:45:500:45:56

Three Budweisers and sparkling water. Don't take the sparkling water. Brooke needs to get them a big one.

0:45:560:46:03

And it's going to Table 3. Table 3.

0:46:030:46:06

-Did you order three beers?

-No.

-I didn't think you did.

0:46:060:46:10

-Ashley, speak to Brooke.

-Brooke...

0:46:140:46:17

-Why are there three Budweisers?

-Who's it for?

-Oh, my God! Come here. It's not three Budweisers.

0:46:170:46:23

It's one Budweiser and it's Table 3.

0:46:230:46:26

Meanwhile, at the gazebo, James's anniversary couple are halfway through their starters.

0:46:280:46:34

What I find awkward is that because I'm there to provide a service,

0:46:340:46:39

I have to be watching them all the time. It's a bit voyeuristic.

0:46:390:46:42

I'm trying to stand out of their sight line, so I can still see their plates

0:46:420:46:47

and see when I need to clear and top up and all the rest.

0:46:470:46:51

I was trying to look at the table, but kept on catching his eye,

0:46:510:46:55

then when I caught his eye, I didn't know what to...

0:46:550:46:59

What do you do? You smile and wave or ask a question?

0:46:590:47:02

It's not the most comfortable situation.

0:47:040:47:08

James's guests have finished their starters.

0:47:080:47:11

On the terrace, the trainees have caught up with the drinks orders.

0:47:140:47:19

Cabbage and new potatoes?

0:47:190:47:21

And the main courses are starting to come out.

0:47:210:47:26

Oh, look at that. Thomas has no cutlery on the table for the main course.

0:47:260:47:31

Oh, no, the customer is pointing it out.

0:47:310:47:34

-He has to go all the way back over there with the food, get the cutlery and come back.

-It will be cold.

0:47:340:47:40

It's a disaster. For this table, it's a disastrous experience.

0:47:400:47:45

They're struggling tonight.

0:47:460:47:49

-They're struggling.

-You can tell it's a bit tense.

-Very tense.

0:47:490:47:52

This is the least amount of customers they've had to serve, but we want it to be perfect.

0:47:520:47:58

It's been far from perfect. It's been such a nervy start.

0:47:580:48:02

But they should know by now what they're doing.

0:48:020:48:06

-Would you like me to clear the bread plates as well?

-Yeah.

0:48:070:48:11

Fabulous, yeah.

0:48:110:48:13

Have you been here before...? Have you?

0:48:130:48:17

You're not meant to clear them yet.

0:48:170:48:20

They've just asked me to. OK.

0:48:200:48:23

Thank you.

0:48:260:48:28

Brooke, come here. Is my name Brooke? No.

0:48:280:48:31

I mean Nikkita. Come here.

0:48:310:48:34

< When a customer asks me to clear the plates, I'll clear the plates,

0:48:350:48:39

so don't tell me to do something in front of them.

0:48:390:48:43

She doesn't want to be here.

0:48:430:48:46

It's terrible.

0:48:460:48:48

-It's rude.

-Yeah.

0:48:480:48:50

Standards continue to slip.

0:48:520:48:54

Tom and Nikkita have been serving from the wrong side again.

0:48:540:49:00

After all that rigmarole with Nikkita of left, right, left, right,

0:49:000:49:05

serve from the right, clear from the left.

0:49:050:49:08

-Would you like new potatoes?

-Yes, please.

-There you are.

0:49:080:49:12

Oblivious to Michel's criticisms, the team soldier on towards the dessert course.

0:49:120:49:17

-That's better.

-Yeah?

-Spirits are high, yeah.

0:49:170:49:20

But Tom is not keeping up with the orders arriving for his table.

0:49:200:49:24

This is not what I like to see.

0:49:330:49:35

If this was a normal service, I would be shutting them down, throwing them off

0:49:350:49:41

and putting a new team on it in double-quick time.

0:49:410:49:44

I'm not comfortable. This is not what I want my guests to experience in any way, shape or form.

0:49:440:49:49

How long have they been sitting there?

0:49:490:49:52

For ages. Who are they for? They're for my table.

0:49:520:49:56

Come on then. You can't serve it like that.

0:49:560:49:59

They've been there for ages. Why did no-one tell me?

0:49:590:50:02

Someone just said, "Who are they for?" I said, "I don't know."

0:50:020:50:06

My desserts were sat there. No-one told me about them.

0:50:060:50:09

I've had to tell Table 5 who I've not given the best service to tonight.

0:50:090:50:14

But what can you do? A smile will take me a long way!

0:50:140:50:17

As a chaotic evening reaches its final course, it's time to wheel out the castle's trademark.

0:50:180:50:24

Ashley should go now to the table and say to people, "Would you like some cheese before your dessert?"

0:50:240:50:31

It is an opportunity to make the customer happy and make the business happy.

0:50:310:50:36

That's what he needs to you. Let's see how successful he can get.

0:50:360:50:40

Would you like any cheese?

0:50:400:50:42

-No, Ashley!

-She was looking at the cheese.

0:50:420:50:46

You don't scream in front of everybody. You're not in a motorway caff.

0:50:460:50:50

DEEP VOICE: "Any cheese?" "Ham and cheese!"

0:50:500:50:54

Ssh! Hey!

0:50:540:50:56

Go over there.

0:50:560:50:58

I hope they don't... I hope they don't want some cheese.

0:50:580:51:01

Please do not drop... Where's it going? Just here.

0:51:050:51:09

Oh, this stinks!

0:51:090:51:11

What ones have you tried that you like?

0:51:130:51:15

I've tried this one. It's really strong at first,

0:51:150:51:19

but I had a bit of port to neck it back with, so it brought down the flavour a bit. I did like this one.

0:51:190:51:25

So should I neck some port when I have it?

0:51:250:51:28

LAUGHTER I'd say yeah.

0:51:280:51:31

It's not all Little Stinky.

0:51:310:51:33

-Would you like some port to go with that?

-Yes, I'd love some.

0:51:340:51:38

The cheese course is a chance for Ashley to demonstrate some of the product knowledge he's picked up.

0:51:380:51:45

There's quince jelly and chutney. Do you know what that is?

0:51:450:51:48

-It's pressed fig with walnuts.

-Oh, lovely.

0:51:480:51:52

The banana bread and butter pudding? If you like bread and butter pudding and bananas, you'll like it.

0:51:530:51:59

I don't like bread and butter pudding and I'm not keen on bananas.

0:51:590:52:03

Would you like some of the Little Stinky?

0:52:030:52:07

I'll try a little bit.

0:52:070:52:09

-Tidy that up.

-Yeah.

0:52:090:52:12

And at last, Tom's couple get their crepes suzettes.

0:52:160:52:20

There we are.

0:52:200:52:22

However, incorrectly served.

0:52:220:52:25

I'll just bring that out for you as well.

0:52:260:52:30

What side are you supposed to serve from?

0:52:300:52:33

Right-hand side. I've been serving from the left-hand side.

0:52:330:52:37

Every single plate you have put down tonight, you have served from the left.

0:52:370:52:42

-You have gone all the way round the table to serve on the left.

-I know.

0:52:420:52:46

My common sense and basics have been nowhere tonight.

0:52:460:52:50

-Enjoy your cheeses and your desserts.

-Thank you.

-And your port.

0:52:500:52:54

-Thank you very much.

-Sorry about the time it took.

-Don't worry.

0:52:540:52:58

-We got there in the end, didn't we?

-Yeah.

0:52:580:53:00

As the cheese course draws the meal to a close,

0:53:000:53:03

at the gazebo, Michel drops in to see how James has coped with the challenge of one-to-one service.

0:53:030:53:10

-Everything going well?

-Very well.

-It is a beautiful setting.

0:53:100:53:14

It is a beautiful setting and we've had a very good meal

0:53:140:53:18

with very nice...attentive, but unobtrusive service.

0:53:180:53:22

-And it's been a joy.

-Excellent.

0:53:220:53:25

-I won't disturb you any more.

-Thank you.

-Enjoy it all. Thank you.

0:53:250:53:29

The guests are very happy, very happy. They said service couldn't have been better.

0:53:290:53:35

It's been there when they've wanted it

0:53:350:53:37

and when they didn't want any service and wanted to be left alone, they were left alone,

0:53:370:53:43

so I think he's understood exactly what is required.

0:53:430:53:46

I pushed him purposefully today into intimate dining,

0:53:460:53:51

but he's done it and he's done it well.

0:53:510:53:55

The thing I've realised about intimacy and the dining experience tonight

0:53:560:54:01

is that in any situation, you've got to be a bit human and people will be human back.

0:54:010:54:06

I'm not sure this is for me,

0:54:060:54:09

but I liked the challenge and I think I've risen to it.

0:54:090:54:14

Back on the terrace, Ashley continues to share his newly acquired culinary knowledge.

0:54:150:54:21

He chose my wine and he chose my pudding wine,

0:54:210:54:25

so now I'm going with his cheese.

0:54:250:54:27

-Wow!

-Use a napkin.

0:54:290:54:31

That's ridiculous what's just come off.

0:54:360:54:40

Do you want to taste this one?

0:54:400:54:42

You don't have to eat it all, obviously.

0:54:420:54:45

-Would you like to cut me a little piece?

-That's what I'm going to do because it's...

0:54:450:54:50

-Are we having any biscuits?

-I've got some biscuits there.

-Can I taste that Stinky one?

0:54:500:54:55

Smell that. Smell this.

0:54:550:54:57

LAUGHTER

0:55:000:55:02

Ashley really is hilarious.

0:55:030:55:06

-He is so natural.

-Yeah.

-So, so natural.

0:55:060:55:09

People believe in him and he gets away with murder.

0:55:090:55:13

Oh, God! LAUGHTER

0:55:130:55:16

-We just need to polish him up.

-He'll be fine.

-He'll be fantastic.

-Yeah.

0:55:160:55:20

Uh-oh! Now what?

0:55:200:55:22

LAUGHTER

0:55:220:55:25

-I'm glad it's almost finished because it was very difficult to take.

-Very.

0:55:310:55:35

They've got to give 100% and tonight they gave us 10%.

0:55:350:55:39

The customers don't deserve it and we don't deserve it. Certainly not.

0:55:390:55:45

As the sun goes down on the terrace, the trainees wait to hear Michel's verdict.

0:55:450:55:50

They didn't do very well at all tonight.

0:55:500:55:53

I am disappointed.

0:55:530:55:56

I wanted them to up their game, to refine their skills, but do it properly.

0:55:560:56:02

If Nikkita had been working for me tonight as an employee, I would have told her to leave.

0:56:020:56:09

There is no way you can be so cold and rude to your customers.

0:56:100:56:15

But I believe in her. I believe there's something special there and I want her to succeed.

0:56:150:56:22

I cannot lay into them at the de-brief.

0:56:230:56:26

They know deep down that they didn't perform well tonight

0:56:260:56:30

and I just cannot... I've got to give them some hope.

0:56:300:56:34

I don't know where this is going to take me and how long it's going to take me,

0:56:420:56:47

but Nikkita, you said that I looked mardy,

0:56:470:56:51

-down, glum...

-Yeah.

-Not happy.

-Yeah.

0:56:510:56:55

I can't hide my emotions. I'm like you.

0:56:550:56:58

And I wasn't very happy. Not very happy at all.

0:56:580:57:02

Maybe it's me. Maybe I'm expecting too much out of you.

0:57:030:57:07

Maybe it was a dream of mine that after four weeks I could turn you around

0:57:070:57:13

and expect perfection.

0:57:130:57:15

I'm a perfectionist. I don't even need to tell you it wasn't perfection tonight.

0:57:150:57:21

So I'm not going to dwell on it. Pointless. Pointless dwelling on it.

0:57:210:57:26

Because there's a lot more exciting things to come.

0:57:270:57:31

And I want you to do really well

0:57:310:57:33

and I want each and every one of you to come on this journey

0:57:330:57:39

and cross that finish line together.

0:57:390:57:43

All of you.

0:57:430:57:45

And I'd be very, very disappointed in myself if I didn't get the best out of all of you.

0:57:450:57:51

Next time, the trainees will have to learn a whole new set of skills.

0:57:540:58:00

If you listen to me, you won't burn yourself or cut yourself.

0:58:000:58:04

As they take centre stage, performing in front of their guests.

0:58:040:58:08

You'd have a job finding a lamb that size.

0:58:080:58:11

At some of London's finest restaurants.

0:58:110:58:15

-A very expensive bottle - £20,000.

-Do not drop it!

0:58:150:58:18

Subtitles by Subtext for Red Bee Media Ltd 2011

0:58:330:58:37

Email [email protected]

0:58:370:58:40

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