Each person hired had to have restaurant experience in the area of their work. For an example, a person in the kitchen had to have kitchen and food preparation experience.
There were 14 new people hired for this day time shift. Each person wore a name tag, and they were told that they needed to wear the name tag every time they came to work. One lady started to laugh. She was rather young, and Mr. Marcus asked her what was funny. She said that she was glad she didn't have to wear them like the ones that retail stores have their employees do because they aren't able to be read!
As the people introduced themselves, it was easy to see who were outgoing and who were quieter. The outgoing people smiled and made eye contact with others, while the more reserved were polite in their behavior, participated, but appeared uncomfortable in the group setting.
Mr. Marcus smiled frequently, then said that he wanted all of them to understand correct table service because when working in an elite restaurant, it is necessary to know the procedures. He asked if anyone had ever known or practiced right-handed table service. One male, Jon, raised his hand and said that he did. Mr. Marcus asked him to come help him demonstrate. He had two of the other people sit as though they were guests in the restaurant.
Jon set the table for right-handed service, then Mr. ...
He had Jon take the dishes from the table from the right, then serve dessert to the guests.
The others watched and Mr. Marcus asked if they had any questions. Geoff, another male, raised his hand and asked if left-handed service was ever used instead of the right handed method. Mr. Marcus explained how and when that could be used and the need to observe the guests as to which hand is used in eating.
Mr. Marcus handled questions very well. Julia asked about having an accident and dropping something. Mr. Marcus' answer was pleasant. "Well, Julia, I hope that doesn't happen, but if it does, the staff will help clean it up and then we'll fire you!" He laughed, admitting he was teasing, but that the staff would help in a crisis. His personal mannerisms, his smile, eye contact, and interaction, made the trainees feel comfortable. His non-verbal behavior was impressive and quite natural.
It was obvious that Mr. Marcus was quite comfortable with his position. His mannerisms showed a person who was comfortable with himself and what he was doing. He made eye contact with every person he was training and had a way of getting each to participate without causing him or her to feel uncomfortable. He did this by a slight motion of his hand. His dress was a shirt and tie with a business suit, the jacket was removed while he was training.
The language that was notable was his use of "guest" instead of "customer" and "service" instead of "waiting on the table." This was definitely an upper class eating establishment! Also, when a question was asked, he repeated the question in the form of a statement, then proceeded to answer the question. This is an excellent technique for anyone in communications or the teaching field.
The trainees were dressed in the type of uniforms