Early learning

Claude and Tammy Mariaux have returned from a much-needed break in Switzerland where they finally managed to recruit a head chef for Spaggo's. The new menu is now up and running, complete with increased prices. Covers are booming and business is way ahead of projected targets.

It's Monday evening at Tummies Bistro and four front of house staff from the Mariaux's other concern, Spaggo's, have come together for their first training session. All are slightly nervous but, nevertheless, looking forward to an evening that will include basic wine tasting and a sandwich buffet supplied by the Mariaux's sandwich shop, Yummies Corporate Catering.

All four have one thing in common: they have worked for Claude and Tammy Mariaux for three weeks. For Tammy this is ideal timing. "If you train people as soon as they arrive and then they decide it's not for them you've wasted your time. But after three weeks you can be fairly sure they're going to stay," she explains.

Although the business is run as a partnership, it is Tammy who is the driving force behind training. The front of house course is an important first stage in the Mariaux's bid to become one of the smallest restaurant groups to receive the Investors in People Award.

Tammy is still waiting to hear how much funding she can expect from her local Training & Enterprise Council, but she anticipates that, if all goes well, they may get the award next year.

Despite the hard work involved, Tammy is convinced of the validity of the Investors in People scheme.

"Because we're young employers we felt we needed to have a training goal. We have difficulty in getting staff as it is. If we invest in people now, they are more likely to stay with us and that will make things easier in the long run," she says.

The course is in two parts. Training of Spaggo's staff takes place at Tummies, and vice versa. This enables all staff, even part-timers, to get to know and consequently sell all areas of the operation.

Tonight's candidates are two duty managers, Laurance Wedderburn, aged 23, and Louise Sweeney, 22, along with part-time waitresses Madie Stephens, 18, and Anna Sivaguru, 20. They are paid their basic wage (for waiting staff, currently £2.45 an hour) for the evening session.

First comes the low-down on who the Mariaux are, their background and what they are trying to achieve.

Next comes wine tasting. For young staff in particular, this may be the first time they have been introduced to the rudiments of wine beyond simple differences of colour. They're not expected to become experts in the course of an evening. The aim is simply for them to be able to recommend one white and one red to accompany most of the dishes on Spaggo's menus.

General product knowledge follows. Tammy highlights all elements of the menu, occasionally throwing in a question such as "What is Cajun chicken?" and "How many different ways are there to cook a steak?"

Then it's on to a section called standards of service. Meeting and greeting is followed by how to set a table properly, how to take orders and other tips of the trade. These include always trying to sell a garlic focaccia when only a main course is ordered, and enquiring whether mineral water is required to accompany wine.

Tammy does not find it a problem to encourage staff to up-sell. "I point out to them that if they do so their tips will go up, as most of our customers do leave 10%."

The evening draws to a close with instructions on payment and more quick- fire questions from Tammy. "Same time, same place next Monday," she warns as the young recruits leave.

The reason for holding the course one week later is to give the trainees a chance to put what they have learned into action. In the week that follows they will work at least three shifts and this should enable them to consolidate their knowledge.

Same time, same place the following week, and the young people do not seem quite as green as in the previous session. "It's amazing how much more confident they seem even after a week," confirms Tammy. Tonight, however, Tammy is out to play tricks. After a quick recap on last week's course it's straight on with role play. Participants are given a small card requiring them to perform an element of their job.

They take it in turns to act out the cards with Tammy as the customer. In between asking only for pasta (will the candidate try to up-sell a garlic focaccia?) Tammy sneaks cigarette butts into an ashtray. "A dirty ashtray is one of my pet hates," she states. "In our book, one butt is one too many."

Garlic focaccia comes off, even sparkling mineral water is offered to accompany wine. The ashtray, however, is forgotten. The others watch while their colleagues play out these games. They are then asked to comment on each performance. At this stage the ashtray is mentioned. Tammy is pleased.

Finally, a written test proves to Tammy that the training has been worthwhile. The pass mark is 80% and those who don't achieve it have to attend the course again. Tonight, everyone is successful. The evening winds up with dinner at Spaggo's, at the Mariaux's expense.

Because she has been so busy with the training, Tammy has scarcely had time to contemplate that it's nearly the end of October and the new head chef, whom the Mariaux recruited while on holiday in Switzerland, is due to arrive soon. With all the problems the Mariaux have had, though, it's a case of not counting their chickens before they are hatched. "I'll believe it when I see it," says Tammy.