The Operation of Front of House

The Operation of Front of House

Overview of Front of House Operations

  • The front of house is the area of a restaurant or hotel that is accessible to the public. This includes the reception, dining area, bar, veranda or any other public spaces.
  • It is the face of the business and serves the essential role of creating the first and lasting impressions to the guests.
  • A well-run front of house enhances the customer experience, leading to repeat business and positive word-of-mouth for the business.

Key Roles in Front of House Operations

Reception Staff

  • Reception staff, often the first point of contact for guests, have the responsibility to create a positive first impression.
  • Tasks include answering phone calls, greeting and seating guests, taking reservations, and dealing with any guest enquiries or complaints.

Waiting Staff

  • Waiting staff ensure that guests are satisfied during their stay or visit, from ordering to serving food and drinks to handling payment.
  • Their jobs require excellent customer service skills and comprehensive knowledge of the menu and specials to answer any customer questions accurately.

Bar Staff

  • Bar staff serve drinks and often food to guests at the bar area, requiring knowledge of various beverages and bar service skills.
  • Responsibilities also include maintaining inventory and cleanliness of the bar area, handling cash register and receipts.

Importance of Teamwork

  • Teamwork within front of house operations is essential for delivering consistent quality service and efficient handling of tasks.
  • Clear communication is key for cooperative team dynamics, including passing essential guest information between shifts and handling issues as they arise.

Ensuring Customer Satisfaction

  • High-quality customer service is crucial since it directly affects the guest experience and the reputation of the business.
  • Staff should exhibit professionalism, attentiveness, and a friendly demeanour, and should handle all complaints in a swift and professional manner.
  • Flexibility and adaptability, such as accommodating guest dietary needs or handling unexpected issues, greatly contribute to overall customer satisfaction.

Maintaining a Safe and Clean Environment

  • Regular cleaning of all areas, including restrooms and waiting areas, is important not only for hygiene but also to create a pleasant atmosphere.
  • Adherence to health and safety regulations helps to prevent accidents or injuries in areas like the bar or entrance.

Managing Reservations and Wait Times

  • Good management of reservations and wait times can greatly enhance the guest experience.
  • Training staff to accurately estimate wait times and handle reservations can help avoid overbooking and long wait times.

Taking and Delivering Orders Accurately

  • Accurate order-taking is crucial for meeting guests’ expectations and minimizing waste.
  • Training staff in techniques for taking orders, using point of sale systems, and double-checking orders can help ensure accuracy and efficiency.