by Ross Kingsley | Apr 20, 2025 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
The kitchen of a professional restaurant operates like a well-oiled machine, thanks to a system called the brigade de cuisine. This hierarchy, developed by legendary French chef Auguste Escoffier, ensures every role has clear responsibilities, keeping the kitchen efficient and organized. Here’s a look at the various levels of cooks in a professional kitchen:
1. Executive Chef (Chef de Cuisine)
The head of the kitchen, the executive chef is responsible for overseeing all operations. They create menus, manage budgets, hire staff, and ensure quality. In smaller establishments, they might also handle food preparation.
2. Sous Chef
The sous chef is the executive chef’s right hand. They manage the kitchen staff, ensure dishes are prepared on time, and fill in wherever needed. Think of them as the kitchen’s second-in-command.
3. Chef de Partie (Station Chef)
Each chef de partie oversees a specific station in the kitchen. Common station chefs include:
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Saucier: Prepares sauces and sautéed items.
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Poissonier: Focuses on fish dishes.
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Grillardin: Manages grilled foods.
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Friturier: Handles fried items.
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Entremetier: Prepares side dishes, soups, and vegetables.
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Garde Manger: Responsible for cold dishes, salads, and charcuterie.
4. Pastry Chef (Chef de Pâtisserie)
Specializing in desserts and baked goods, the pastry chef often operates as a separate entity from the main kitchen.
5. Commis Chef
The commis chefs are entry-level cooks working under a chef de partie to learn the craft and assist with food preparation.
6. Kitchen Porter
These are the unsung heroes who handle cleaning, washing dishes, and basic prep work.
7. Apprentice (Stagiaire)
Aspiring chefs gain hands-on experience by shadowing seasoned professionals in a learning capacity.
From executive chef to apprentice, every role is essential in creating the seamless symphony that is a professional kitchen.
Image Credit: https://churrascophuket.com
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© Churrasco PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and WiFi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://Churrascophuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Apr 13, 2025 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
In the hospitality industry, providing great service often means navigating complex human behavior. While most guests are friendly and reasonable, a small percentage can pose real challenges. Understanding how to manage and de-escalate problematic guest types is key to maintaining professionalism, protecting your team’s morale, and ensuring a smooth operation.
Here’s a look at three of the most frustrating types of guests—and how to handle them calmly and effectively.
1. The Entitled Complainer
Who they are:
This guest believes the rules don’t apply to them. Whether they demand discounts, special treatment, or compensation for minor inconveniences, their default mode is dissatisfaction. They may exaggerate complaints to leverage perks or insist that “the customer is always right,” even when clearly in the wrong.
How to deal with them:
Listen first. Let them speak without interruption to avoid escalating their frustration. Acknowledge their feelings, even if you disagree with their logic. Use neutral phrases like, “I understand why you’d feel that way,” rather than agreeing outright. Then, clearly explain any policies involved and offer a fair solution within the limits of your business. Avoid setting a precedent of rewarding rudeness. If necessary, escalate to a manager—but always stay calm and polite.
2. The Chronic Rule-Bender
Who they are:
These guests ignore house rules, from sneaking in outside food to smoking in non-smoking areas or showing up late and expecting full service. They’re not always aggressive, but they regularly push boundaries and expect leniency.
How to deal with them:
Set clear expectations early. Point out rules calmly but confidently, using signage or prior communication as backup. For example: “Just a reminder, our smoking area is outside by the gate.” Be consistent in enforcing policies; bending rules for one guest undermines your credibility with others. If they repeat the offense, issue a firm but polite warning. If needed, explain the consequences—without threats, just facts. Documentation also helps if the situation escalates.
3. The Loud Disrupter
Who they are:
This type isn’t necessarily angry, but their behavior is disruptive to the atmosphere. They talk loudly on phones, play videos without headphones, or argue publicly with staff or companions. Their behavior often affects other guests, not just your team.
How to deal with them:
Approach discreetly and kindly, ideally away from other guests. Use “we” language to avoid singling them out: “We’ve had a few guests mention the volume—would you mind lowering your voice just a little?” Most aren’t trying to be rude and will cooperate when approached respectfully. If they resist, explain how it’s affecting others. Always prioritize de-escalation over confrontation. Your tone—calm, respectful, and professional—is the best tool in these moments.
Final Thought
Handling difficult guests isn’t about winning an argument; it’s about controlling the tone of the interaction and guiding it toward a resolution. By recognizing common guest behaviors and staying calm under pressure, staff can diffuse tension without sacrificing dignity or service quality. Boundaries, patience, and consistency are your best tools—and often the difference between a bad situation and a manageable one.
Image Credit: https://churrascophuket.com
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Reprinting, reposting & sharing allowed, in exchange for a backlink and credits
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all guest reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Apr 6, 2025 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
In the golden age of fine dining, the Maître d’hôtel—or simply Maître ‘D—was the elegant, poised icon of gastronomic experiences. With a crisp tuxedo, sharp memory, and unshakeable confidence, the Maître ‘D stood as a symbol of service excellence and authority. But who exactly is the Maître ‘D, and how has this role evolved with time?
A Brief History of the Maître ‘D
The title Maître d’hôtel, which literally translates from French as “master of the house,” dates back to the grand European households of the 18th and 19th centuries. In noble estates, the Maître d’hôtel was in charge of managing the entire dining service staff and orchestrating formal banquets. As fine dining restaurants began to emerge in Paris and later across Europe, the role transitioned from private estates to public venues.
By the early 20th century, the Maître ‘D had become an indispensable figure in elite restaurants, particularly in France, the UK, and the United States. Think of César Ritz’s hospitality empire or the legendary Maître ‘Ds of Delmonico’s and The Savoy. These individuals weren’t just glorified hosts—they were impresarios of service, often wielding as much influence as the chefs behind the kitchen doors.
The Classic Role: Elegance, Efficiency, and Authority
Traditionally, the Maître ‘D was responsible for everything that happened in the dining room. Their duties included greeting and seating guests, managing reservations, supervising the waitstaff, resolving complaints, and ensuring flawless service. A skilled Maître ‘D could remember regular guests’ preferences, predict their needs, and even subtly manage the pacing of a meal in coordination with the kitchen.
In many cases, the Maître ‘D was the “face” of the restaurant. Regulars would come not just for the food, but for the warm familiarity of being recognized and treated with finesse. The most famous Maître ‘Ds became celebrities in their own right, known for their charm, diplomacy, and encyclopedic knowledge of wines and cuisine.
The Modern Shift: Adaptation in a New Era
The role of the Maître ‘D has not disappeared—but it has transformed. The traditional fine dining structure has evolved, driven by changes in consumer expectations, dining culture, and the rise of more casual and experiential dining formats.
Today, many restaurants, especially in the mid- to upper-tier segments, combine roles that were once distinct. The Maître ‘D may also function as a sommelier, general manager, or even part-time social media handler. Technology has reshaped many of the tasks once performed manually—reservations are now handled online, guest preferences are stored digitally, and customer feedback is immediate via platforms like Google and TripAdvisor.
Moreover, hospitality has become more informal. Diners are increasingly seeking authenticity, warmth, and storytelling over stiff formality. As a result, the modern Maître ‘D must blend old-school professionalism with a relaxed, personable charm. Emotional intelligence, cultural fluency, and adaptability are now just as important as etiquette and protocol.
The Way Forward: Evolving with Purpose
The Maître ‘D of the future will not be a relic, but a refined hybrid—part curator, part manager, part brand ambassador. In upscale establishments, their role remains essential in crafting memorable experiences, maintaining service consistency, and being the calm in the storm during peak hours.
Training programs in hospitality schools are now re-emphasizing front-of-house leadership. And with the rise of open kitchens and chef-driven concepts, the spotlight is once again turning toward the importance of orchestrated service.
As dining continues to straddle the line between performance and nourishment, the Maître ‘D will remain an essential storyteller—guiding guests through a narrative of flavor, attention, and care.
In a world of fleeting digital experiences, the enduring value of a human connection—offered through a warm welcome and a remembered name—might just be the finest touch of luxury we have left.
Image Credit: https://www.churrascophuket.com
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Reprinting, reposting & sharing allowed, in exchange for a backlink and credits
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all guest reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Mar 30, 2025 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
At first glance, the roles of a restaurant hostess and a restaurant receptionist may seem interchangeable, but they serve distinct purposes in the hospitality world. Both are vital to ensuring a smooth dining experience, yet their responsibilities differ in scope and focus.
The Role of a Hostess
A hostess is often the first person diners interact with upon entering a restaurant. Their primary responsibility is to manage the flow of the dining area and ensure guests are seated promptly and comfortably. Key duties include:
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Greeting guests warmly and making them feel welcome.
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Managing reservations and walk-ins to optimize table turnover.
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Escorting diners to their assigned tables and presenting menus.
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Communicating wait times to guests and ensuring the waiting area remains organized.
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Coordinating with servers and kitchen staff to avoid overcrowding.
The hostess is the face of the dining experience, blending customer service with operational awareness to keep everything running smoothly during service hours.
The Role of a Restaurant Receptionist
While a hostess focuses on seating and customer flow, a receptionist often has a broader administrative role, especially in high-end or large establishments. Their responsibilities may include:
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Answering phone calls, managing inquiries, and taking reservations.
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Assisting with pre-arrival arrangements, such as noting dietary preferences or special occasions.
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Handling guest check-ins for private events or VIP dining.
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Maintaining a professional and organized front desk appearance.
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Acting as a liaison between guests and restaurant management.
Receptionists often have a more formal, office-like role, blending customer service with administrative precision.
Key Differences
The primary distinction lies in the scope of responsibilities: a hostess focuses on seating and guest flow, while a receptionist manages reservations and handles administrative tasks. Both positions are integral to creating a positive dining experience but cater to different aspects of the restaurant’s operations.
Either way, having the right person on site is crucial for setting a positive first impression and ensuring a smooth dining experience, acting as the “face” of the restaurant.
Image Credit: https://www.churrascophuket.com
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Reprinting, reposting & sharing allowed, in exchange for a backlink and credits
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all guest reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Mar 23, 2025 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
The restaurant industry is a high-stakes, fast-paced environment that demands resilience, endurance, and an unwavering ability to perform under pressure. Behind the scenes, chefs, servers, and managers operate in a world where long hours, physical exhaustion, and emotional strain are part of the daily routine. While the culinary world is often romanticized, the reality is that mental health struggles are rampant but still rarely addressed and remedied.
The Perpetual Circle
The biggest challenge restaurant workers face is stress. The pressure to meet customer expectations, deliver food quickly, and maintain quality can be relentless, especially during peak hours. The high-energy nature of service can create an adrenaline-fueled rush, but over time, it takes a toll. Many workers find themselves constantly on edge, dealing with anxiety that doesn’t dissipate even after their shifts end.
Compounding this stress is the unpredictability of schedules. Unlike traditional nine-to-five jobs, restaurant employees often work erratic hours, sometimes clocking in for grueling 12- to 14-hour shifts. Late nights are the norm, and the lack of a consistent routine disrupts sleep patterns, making rest and recovery difficult.
Financial insecurity further exacerbates mental health issues. Many restaurant workers rely on tips, leading to inconsistent income that fluctuates based on the generosity of patrons. For those in seasonal positions, job stability is another looming concern. This financial instability creates a constant undercurrent of stress, forcing workers to take on additional shifts or second jobs, leaving even less time for self-care.
Can’t Stand The Heat?
The workplace culture in many kitchens also contributes to the mental health crisis. The industry has long been associated with a tough, sometimes toxic, environment where verbal abuse, harsh criticism, and intense pressure are considered part of the job. Mistakes can lead to aggressive reprimands, fostering fear and anxiety among employees. In some cases, this culture extends to substance abuse, as many workers turn to alcohol or drugs as a way to cope with the relentless demands of the job. Post-shift drinking is deeply ingrained in restaurant life, creating an unhealthy cycle where employees self-medicate to unwind, only to face the same stressors the next day.
Recognizing the Signs
Recognizing the warning signs of mental health struggles is essential, both for individuals and their coworkers. Changes in behavior, such as increased irritability, frequent fatigue, or a noticeable lack of motivation, can indicate that someone is struggling. Many workers withdraw socially, avoiding interactions with colleagues or losing interest in things they once enjoyed.
Some experience difficulty concentrating, leading to more frequent mistakes, while others become dependent on alcohol or drugs to manage stress. In severe cases, absenteeism or erratic behavior may be evident, signaling a deeper issue. By identifying these signs early, restaurant workers and managers can take steps to prevent the situation from worsening.
Remedies and Treatments
Addressing these challenges requires a combination of individual and structural solutions. Therapy and counseling can provide valuable coping mechanisms, helping workers manage stress and anxiety in healthier ways. Prioritizing work-life balance, even in an industry known for its demanding hours, is crucial. Ensuring that employees take breaks, get adequate rest, and have designated days off can prevent burnout.
Physical health also plays a key role, as proper nutrition, hydration, and regular exercise contribute to overall mental well-being. Restaurants can help by offering balanced staff meals and fostering an environment that discourages excessive drinking. Support groups specifically designed for hospitality workers provide a space to share experiences, reduce isolation, and build a sense of community.
For those struggling with substance abuse, seeking professional help and reducing reliance on alcohol as a coping mechanism can make a significant difference. Some restaurants have begun offering alternatives to traditional post-shift drinks, such as alcohol-free gatherings or mental health check-ins after busy shifts.
Mitigation Strategies for Restaurant Owners and Managers
Restaurant owners and managers have a responsibility to create a healthier work environment. Fostering a culture that supports mental health starts with normalizing open discussions about stress and well-being. Employees should feel safe discussing their struggles without fear of judgment or job loss.
Training leadership to recognize signs of distress and providing access to mental health resources, such as employee assistance programs, can make a significant difference. Flexible scheduling, when possible, can also reduce employee stress, allowing workers to maintain a healthier work-life balance. Fair compensation and reasonable break times are not just ethical necessities but also key factors in reducing burnout and turnover.
Leading by example is one of the most effective ways to shift workplace culture. When restaurant leaders prioritize their own mental health—whether through taking breaks, maintaining balance, or seeking help when needed—it sets a tone that encourages employees to do the same.
Conclusion
Mental health issues in the restaurant industry are ingrained, but it is not without solutions. By fostering a supportive environment, addressing the root causes of stress, and providing resources for employees to seek help, the industry can move toward a healthier, more sustainable future. A thriving restaurant is built not just on great food and service but on the well-being of the people who make it all happen.
Image Credit: https://pikwizard.com/photo/stressed-young-chef-in-kitchen-taking-a-moment-of-frustration
_ _ _
© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Reprinting, reposting & sharing allowed, in exchange for a backlink and credits
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all guest reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Mar 16, 2025 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
A few years after launching Churrasco Phuket Steakhouse, we decided to open a second restaurant. Rodizio Brazil Phuket (see picture) was a traditional all-you-can-eat Churrascaria, featuring pasadores carving various meats table-side from large skewers, creating an authentic Brazilian dining experience.
We knew this expansion would bring challenges, but we underestimated just how demanding it would be. Rather than simply doubling our workload, it tripled. Our original restaurant saw noticeable declines in both consistency and service. Staff was stretched too thin, and we as management struggled to oversee both locations without adequate support. Our purchasing and operational systems weren’t designed for multi-unit expansion.
At one point, we even briefly lost control of our finances when an employee committed fraud. She was eventually arrested and jailed, but the damage had been done. And while the new location attracted customers, it didn’t generate enough revenue to offset the increased strain on our business.
After two turbulent years, we made the difficult decision to close Rodizio Brazil Phuket. This experience taught us a crucial lesson: scaling a restaurant business isn’t as simple as replicating an existing concept. It requires a well-structured infrastructure to support multiple locations. One of the biggest misconceptions about opening a second restaurant is the assumption that revenue will double while operational efficiency remains intact. In reality, both locations suffered.
The key takeaway? Restaurateurs looking to expand should consider growing from one location to at least four or five—not just two. This may seem counter-intuitive, but with only two locations, there isn’t enough revenue to justify building a proper back-office team. With four or five, however, it becomes viable to hire dedicated staff for HR, purchasing, accounting, and operations, ensuring consistent quality while relieving pressure on ownership and core management.
Of course, scaling at this level requires significant resources. Single-location owners looking to expand may need to bring on a working partner or secure investment funding. While this means relinquishing some control, it also provides the financial backing necessary for sustainable growth without sacrificing quality.
The guiding question we always return to is: Is the gain worth the pain? Expansion in the restaurant industry isn’t just about opening new doors—it’s about keeping them open with unwavering quality and service. For those considering growth beyond a single location, careful planning, sufficient capital, and the right team structure are critical to long-term success.
Image Credit: Churrasco Phuket (“Rodizio Brazil Phuket,” our former Churrascaria)
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
>>> Reprinting, reposting & sharing allowed, in exchange for a backlink and credits <<<
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
