5 Minutes

I initially trained as a chef, in Bristol, but after experiencing a 9 month work permit at
the Baur au Lac Hotel in Zurich in the summer of 1971, I realised that I wanted to
work in a restaurant. It was enchanting, the people so full of grace; it was something
I wanted to be involved in desperately, and I consider myself so lucky to have been a
part of it, and even luckier that I can pass down my vast knowledge.
The Lausanne Palace was my school growing from a Commis de rang to HW;
mentored by an amazing old school RM, Maurizio Santambrogio; who eventually
opened his own Italian restaurant took me with – so much more to learn
Then on the Fredy Girardet who grew to be the BEST Chef in the World; some friends
of Terrence Conran came from London, they gave Terrence my name and that’s how
I arrived in London in 1987 to open Bibendum as RM
Mosimann’s, Guy Savoy, Chateau de Bagnols, The Lanesborough, The Square, The
Lanesborough – 2nd time, CHE, Ceconni’s, Morton’s Members Club
It has always about the guests in the restaurant but as grew I understood that the
team had their own importance and a happy team do good work.
I’ve served, Charlie Chaplin, Michel Platini, Richard Burton, Princess Diana Richard
Nixon, and Freddy Mercury (who thanked me for, what he called, a culinary
striptease); the list goes on and on. But, prince or pauper, they deserved the
restaurant’s respect, the team’s respect, as did the team in kitchen and pot wash.
Offering good service is understanding your restaurant, understanding your guests
requirements, and working well with the kitchen.
In the mornings when you go to work, if you’re front of house, pop in a simple,
‘Morning boys, how are you?’ They might not answer, but it doesn’t matter, you’ve
done your bit, and you’re creating a better environment by embracing the kitchen.
You can’t work without the kitchen, and neither can they without you.
Greet your managers; let everyone know you’re there.
Be the most popular guy in the restaurant, not only with your guests but also with
the other members of the staff from any department. It makes such a great
difference and it should be the most natural thing in the world.
Every point of contact is crucial; from the first impression to the last, the pot washer
to his Lordship.
The art of hospitality is just as specific as it is all encompassing. The obvious may not
seem so obvious; what are the best times to speak to guest and how to read their
body language? What are the teamwork skills that build confidence and bring more
success to the business? How to diffuse difficult situations with ease and grace?
What do you think of service levels in the UK currently?
Service over the years service has changed a lot, the approach to the guest has
become friendlier and more open and owners understand more how important it is
to have good positive and energetic staff.
Unfortunately even now “Service” is not always looked upon as a career – just a job
to fill in a few months.

How exactly has service changed in the UK over the last 40 years?
More focus on setting and maintaining standards; staff training is now one of the
keys to having a successful FOH team and staff product knowledge has improved so
much – so important in this day and age of allergies and intolerances!!!!!
But saying that there are unfortunately still a number of establishments who do not
live up to expectations.. mainly due to lack of training & motivation
One thing I do miss in certain restaurants is some kind of tableside work form the
restaurant team; there are so many wonderful skills that can be shown at the table..

Where have you received the best service in the UK?

I will always remember a dinner at the Connaught in the 80’s, we came to London
with Fredy Girardet to watch Tottenham v Coventry at Wembley Cup Final, and we
had dinner cooked by the wonderful Mr Michel Bourdin, dinner with Egon Ronay.
I remember the meet & greet, being shown to the table, I saw the
managers/sommeliers have a discreet word about who was who at the table, it was
a flawless flow of attention to every guest.
The service at the Ledbury as well always for me at the top of the game, attentive,
knowledgeable and friendly and of course over the years Royal Hospital Road with
Jean Claude and his team and the Gavroche
Te question is always what is the difference between service and hospitality..
I want to see the technical side but also what I call an emotional side to what we do;
and not to forget the real meaning of hospitality
“The warm & generous reception and entertainment of guest”

Many people can name a restaurant’s chef, but not its restaurant manager, why
don’t front-of-house share the limelight?Yes, very true, Chefs are very creative
people and a lot of thought, passion, and frustration can go into the preparation of
their recipes, going back to the 80’s we all knew the names of Bocuse,Troisgros, Guy
Savoy, Raymond Blanc, the Roux brothers,but not the RM, the media obviously
always concentrated on the Chef or Chef Patron, but we also have recipes front of
house,” how do I carry a menu? Where do I stand? Who do I give the menu to first?
What do I say?.. but these are things that you do not really see.
I think more recognition for the “face” of an establishment would also help with one
of the biggest issues in the industry at present which is recruitment.
Mangers have to show that they are “in charge” but again in some establishments
are not always on the pitch when they need to be…
Why did you decide to get involved with the Gold Service Scholarship?
When Willy Bauer called me asking if I would like to join the other trustees I was very
proud, it made me think about what I have learnt from some amazing people over
the years without briefings, tasting notes and trips, we learnt on the floor by
looking ,and it made me understand that it was an opportunity to share all this
experience on a larger scale and with some of the best in the industry, we really can
share so much and I think the success of the Scholarship speaks for itself
What three tips would you give to front-of-house personnel to ensure a successful
career?
Think is this really what you want to do, it is an amazing and rewarding profession
but requires commitment and yes still some sacrifices; there is a lot to learn (A LOT
and it takes time)
Be a good team player, so important to work together toward the same goal – caring
fro each other and our guests (the 10 years at Girardet were a super lesson in
teawork) and as you grow in the industry remember that looking after your teams
will give you time to look after your guests – and make a name.
Take responsibility for what you do; you represent many people when you are at
work apart form yourself, the establishment, your Chef and your team but also your
family – you are the one that is going to leave an impression – make it a good one.
What is your dream dining experience and who would be providing it for you?
WOW what a question…it would have to be bit of a melange
I would like to eat at the Lausanne Palace, have Maurizio Santambrogio take my
order, Fredy Girardet to cook for me and to have the room full of all the great people
I have met over the years..