Restaurant front of house (FOH) is the face of a restaurant, where customers directly interact with staff, and the dining experience comes to life.
It’s the area that can make or break a guest’s impression of the establishment, and it’s where the magic of hospitality truly happens.
So, whether you’re a restaurant industry rookie or a seasoned pro, get ready to gain a deeper understanding of the critical role the front of house plays in creating unforgettable dining experiences.
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What is the Front of House in a Restaurant?
The front of house (FOH) is the customer-facing area of a restaurant, including the dining room, bar, and reception.
FOH staff are responsible for creating a welcoming atmosphere and ensuring a positive dining experience for guests.
The front of house (FOH) in a restaurant refers to all the areas where customers directly interact with the staff and the establishment. This includes the dining room, bar or lounge, reception or host stand, and even the restrooms. The primary goal of the FOH is to create a welcoming, comfortable, and enjoyable dining experience for guests from the moment they enter the restaurant until they leave.
Examples of Front of House Areas
Dining Room
The dining room is the main area where customers are seated and served their meals. It is the most visible part of the FOH and plays a crucial role in creating the overall atmosphere of the restaurant. The dining room layout, decor, lighting, and table settings all contribute to the ambiance and should be carefully designed to match the restaurant’s concept and target audience.
Bar or Lounge
Many restaurants feature a bar or lounge area where customers can enjoy drinks, appetizers, or even full meals. The bar is often a more casual and social space compared to the dining room, and it may have its unique atmosphere and decor. Bar staff, such as bartenders and barbacks, are responsible for preparing and serving drinks, as well as maintaining a clean and inviting environment.
Reception or Host Stand
The reception or host stand is usually the first point of contact for customers when they enter the waiting area of the restaurant. This waiting area is where guests are greeted, their reservations are checked, and they are seated at their tables. The host or hostess plays a key role in the dining revenue by managing the flow of customers and ensuring that the dining room runs smoothly.
Front of House Staff
The front-of-house operations team consists of various positions, each with specific responsibilities to ensure a seamless dining experience. Some of the key FOH roles include:
Servers or waitstaff: They take orders, serve food and drinks, and attend to customers’ needs throughout their meal.
Hosts or hostesses: They greet customers, manage reservations, and seat guests at their own tables..
Bartenders: They prepare and serve drinks, and may also be responsible for managing the bar inventory and creating cocktail menus.
Bussers: They assist servers by clearing tables, resetting them for the next guests, and helping to maintain a clean dining room.
The front-of-house manager, general manager, or supervisor oversees the entire FOH team and ensures that all operations run smoothly. They are responsible for training staff, managing schedules, and handling customer complaints or issues that may arise.
Cost of Front-House Employee Turnover:
The average cost of turnover averages around $5,864 per front-of-house employee. 💸
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Front of House Responsibilities
The front-of-house (FOH) staff in a restaurant plays a crucial role in creating a positive dining experience for guests. Their responsibilities extend beyond simply taking orders and serving food; they are the face of the restaurant and the primary point of contact for customers. Let’s explore the key responsibilities of FOH staff and how they differ from those of back-of-house (BOH) employees. By effectively communicating menu details and portion sizes, FOH staff can significantly contribute to minimizing surplus food in the restaurant.
Greeting and Seating Guests
First impressions matter, and the FOH front staff member is responsible for setting the tone for the entire dining experience. When guests arrive at the restaurant, they are greeted warmly by the host or hostess. This team member manages reservations, handles walk-ins, and escorts guests to their tables. They ensure that the seating arrangement is efficient and that guests are comfortable throughout their visit.
Happy Hour for Loyalty:
Diners say that complimentary extras (69%) and seating preferences (65%) would go far in increasing customer loyalty. 🎉
Creating a Welcoming Atmosphere
FOH staff must be friendly, attentive, and well-informed about the restaurant’s offerings. They should be able to answer questions about the menu, make recommendations, and accommodate special requests whenever possible. By creating a welcoming atmosphere, FOH staff can help guests feel valued and encouraged to return in the future.
Setting the Stage for a Great Meal:
The ideal dining room temperature is between 69 and 72 degrees Fahrenheit. 🌡️
Food Runners: Taking Orders and Serving Food
Once guests are seated, it’s time for the servers to shine. They present menus, answer questions about dishes, and take accurate food and beverage orders. Servers must have a thorough understanding of the menu, including ingredients, preparation methods, and potential allergens. They also need to be able to make informed recommendations based on guests’ preferences and dietary restrictions.
Ensuring Timely and Accurate Service
Servers are responsible for submitting orders to the kitchen and ensuring that meals are prepared and served in a timely manner. They must coordinate with the head chef and BOH staff to ensure that orders are accurate and that any special requests are accommodated. Throughout the meal, the head chef and servers check on guests to ensure that they are satisfied with their food and have everything they need.
Managing Payments and Customer Service
As the meal comes to a close, FOH staff are responsible for processing payments and handling any customer concerns or complaints. They must be proficient in using the restaurant’s point-of-sale system and be able to handle cash or credit transactions accurately. In the event of a customer issue, FOH staff must remain professional and work to find a satisfactory resolution.
How Businesses Miss Out on Valuable Customer Feedback:
96% of unhappy customers don't complain. 😡
Maintaining a Positive Dining Experience
FOH staff play a vital role in ensuring overall guest satisfaction. They must be attentive to customers’ needs, responsive to feedback, and proactive in addressing any issues that may arise. By maintaining a positive attitude and going above and beyond to meet guests’ expectations, FOH staff can help create a memorable dining experience that keeps customers coming back.
Lost After One Bad Experience:
91% of customers will leave and never come back after a negative interaction. 🚶♂️
In summary, while BOH staff focuses on preparing high-quality meals behind the scenes, FOH staff is responsible for directly interacting with guests and ensuring that their dining experience is enjoyable from start to finish. The success of a restaurant depends on the seamless collaboration between these two teams, each fulfilling their unique roles and responsibilities.
Restaurant Front of House Positions
Key front-of-house positions include hosts, servers, bartenders, and bussers
Each role has specific responsibilities crucial to the smooth operation of the restaurant
Understanding these positions is essential for effective restaurant management
The front-of-house team is the face of the restaurant, directly interacting with guests and ensuring their dining experience is enjoyable. Several key positions make up the front-of-house staff, each with its own set of responsibilities and skills.
Host or Hostess
The host or hostess is often the first point of contact for the entire staff of restaurant staff and guests entering the restaurant. Their primary responsibilities include:
Greeting guests warmly and creating a welcoming atmosphere
Managing reservations and the waitlist, ensuring guests are seated in a timely manner
Communicating with the top kitchen manager and service staff to maintain a smooth flow of guests
A skilled hostess station, or hostess possesses excellent communication and organization skills, as well as the ability to remain calm and professional under pressure.
Server or Waiter/Waitress
Servers, also known as waiters or waitresses, are responsible for taking orders and serving food and drinks to wait staff house employees and guests. Their duties include:
Greeting guests at their table and presenting menus
Assisting guests with menu selections and answering questions about ingredients, preparation methods, and dietary restrictions
Accurately taking orders and communicating them to the other kitchen manager and staff
Serving hot food, and drinks to guests in a timely and professional manner
Checking on guests throughout their meal to ensure satisfaction and address any concerns
Successful servers possess a deep knowledge of the menu, strong interpersonal skills, and the ability to multitask in a fast-paced environment.
Bartender
Bartenders are responsible for preparing and serving alcoholic and non-alcoholic beverages to guests. Their responsibilities include:
Creating cocktails and mixed drinks according to recipes or guest preferences
Recommending wine list and beverages to guests based on their tastes and menu pairings
Maintaining a clean and well-stocked bar area
Managing bar inventory and placing orders for supplies as needed
Skilled bartenders have extensive knowledge of various beverages, excellent customer service skills, and the ability to work efficiently in a high-pressure environment.
Busser
Bussers, also known as bus persons or dining room attendants, play a crucial role in maintaining the cleanliness and organization of the lobby’s outdoor seating and dining area, rooms, and area throughout. Their duties include:
Clearing tables of dirty dishes, glassware, and utensils after guests have finished their meals
Resetting tables with clean linens, silverware, and glassware in order for food preparation for the next guests
Assisting servers with tasks such as refilling water glasses, bringing extra utensils, and running food orders when needed
Maintaining a clean and tidy outdoor dining area or room by sweeping floors, wiping down surfaces, and addressing spills or messes promptly
Efficient bussers possess a keen eye for detail, the ability to work quickly and accurately, and a willingness to assist other team members as needed. Discover how a restaurant kitchen printer plays a crucial role in enhancing the efficiency of bussers, ensuring quick and precise communication within the team.
By understanding the roles and responsibilities of each front-of-house position, restaurant managers can build a cohesive and efficient team that works together to deliver exceptional guest experiences.
Front of House vs Back of House
Front of House Focus
The front of house (FOH) in a restaurant is all about creating a welcoming atmosphere and ensuring guests have a positive dining experience. FOH staff, such as servers, hosts, and bartenders, are the face of the restaurant and directly interact with customers. Their primary responsibilities include greeting guests, taking orders, serving food and drinks, and addressing any concerns or needs that customers may have.
FOH staff play a crucial role in creating a memorable dining experience. They must be knowledgeable about the menu, able to make recommendations and provide attentive service throughout the meal. A friendly and professional demeanor is essential, as it can greatly impact a customer’s perception of the restaurant and their overall satisfaction.
Customer Experience is Everything:
51% of customers will never do business with that company again after one negative experience. 🛑
In addition to providing excellent service, FOH staff are also responsible for maintaining a clean and inviting dining area. This includes setting tables, keeping the restaurant tidy, and ensuring that the dining room ambiance aligns with the restaurant owner’s concept and brand.
Back of House Focus
The back of the house (BOH) in a restaurant refers to the areas that customers do not see, primarily behind-the-scenes areas and the kitchen. BOH staff members, including chefs, line cooks, and dishwashers, are responsible for preparing meals, maintaining kitchen cleanliness, and managing inventory. Uncover how the restaurant’s behind-the-scenes operations contribute indispensably to the smooth running of dining services, emphasizing the foundational roles within the back of the house.
The primary focus of the BOH is for house employees to efficiently prepare high-quality dishes that meet the full restaurant staff’s standards. This involves a wide range of tasks, from prepping ingredients and cooking meals to plating dishes and ensuring timely delivery to the FOH staff for service.
Maintaining a clean and organized kitchen is another critical aspect of BOH operations. This includes regular cleaning of cooking equipment, surfaces, and floors, as well as adhering to food safety regulations. A clean and well-organized kitchen not only promotes a safe working environment but also contributes to the efficient preparation of meals.
Collaboration Between FOH and BOH
While the front-of-house and back-of-house teams have distinct responsibilities, collaboration between the two areas is essential for a restaurant’s success. Effective communication and teamwork ensure that orders are accurately relayed, meals are prepared to specifications, and customers receive their food promptly.
FOH staff must communicate any special requests or dietary restrictions to the BOH, and in turn, the BOH must inform the FOH of any menu changes or potential delays. This constant flow of information helps prevent misunderstandings and ensures a smooth dining experience for guests.
Moreover, both FOH and BOH staff members should have a basic understanding of each other’s roles and challenges. This mutual respect and appreciation foster a positive work environment and contribute to the whole restaurant staff’s overall success.
Skills Needed for Front of House
Communication and Interpersonal Skills
Front-of-house staff are the face of the restaurant, interacting with guests from the moment they enter until they leave. Excellent communication skills are essential for providing a positive dining experience. Staff must be able to convey information about the menu, specials, and any potential allergens or dietary restrictions. They should also be friendly and approachable, making guests feel welcome and valued.
Multitasking and Organization
A busy restaurant can be a fast-paced and chaotic environment, with multiple tables and tasks requiring attention simultaneously. Front-of-house staff must be skilled at multitasking and maintaining organization amidst the chaos of busy shifts. They need to juggle taking orders, delivering food and drinks, processing payments, and ensuring guest satisfaction, all while maintaining a calm and professional demeanor. Explore the intricacies of operating a restaurant, uncovering how front-of-house staff contribute fundamentally to the smooth execution of daily restaurant functionalities.
Prioritizing duties effectively is crucial for success in a front-of-house role. Staff must be able to assess the urgency and importance of various tasks, focusing on those that have the greatest impact on guest experience and restaurant efficiency. This may involve assigning minor kitchen tasks, delegating tasks to other team members, or seeking assistance when necessary to ensure smooth operations.
Knowledge of Menu and Service Standards
To provide exceptional service, the head chef and front-of-house staff must have a thorough understanding of food safety and of the restaurant’s menu. This includes familiarity with the ingredients, preparation methods, and potential allergens in each dish. Staff should be able to describe dishes accurately and appealingly, helping guests make informed choices based on their preferences and dietary needs.
In addition to menu knowledge, front-of-house staff must be well-versed in service standards and etiquette. This includes understanding the proper sequence of service, from greeting guests and taking drink orders to presenting the check and thanking them for their visit. Staff should also be familiar with basic table setting and dining etiquette, ensuring that wait staff and guests have a pleasant and refined dining experience.
Adaptability and Problem-Solving
No matter how well-prepared and organized a restaurant may be, unexpected challenges are bound to arise. Front-of-house staff must be adaptable and skilled at problem-solving to navigate these situations effectively. This may involve finding creative solutions to accommodate a guest’s special request, handling a complaint with grace and empathy, or quickly reorganizing seating arrangements to accommodate a large party.
Adaptability also extends to staying current with industry trends and evolving customer preferences. Front-of-house staff should be open to learning new skills and embracing changes in service style or menu offerings to ensure that the restaurant remains competitive and appealing to its target audience.
Teamwork and Collaboration
While front-of-house staff are often the most visible members of the restaurant team, their success relies heavily on collaboration with back-of-house staff and other team members. Effective communication and teamwork between front-of-house and back-of-house employees can ensure that orders are accurately prepared and delivered in a timely manner, minimizing delays and misunderstandings that can negatively impact the guest experience.
Front-of-house staff members should also work collaboratively with one another, supporting their colleagues during busy periods and sharing knowledge and best practices to improve overall team performance. A strong sense of back-of-house teamwork and camaraderie can boost morale, reduce turnover, and ultimately lead to a more positive and cohesive work environment.
The Full-Service Balancing Act:
A good table turnover rate for a full-service restaurant is considered to be around 2-3 times per hour during peak hours. ⏳
The Importance of a Well-Functioning Front of House
The front of the house (FOH) is the face of a restaurant, responsible for creating the first and last impression for guests. A well-functioning FOH is essential for delivering exceptional customer service, ensuring smooth operations, and ultimately, contributing to the success and profitability of the establishment. Discover the benefits of selecting the perfect software to manage restaurant operations, enhancing efficiency, guest satisfaction, and your establishment’s profitability.
Quality Over Price:
7 out of 10 U.S. consumers say they've spent more money to do business with a company that delivers great service. 💯
Creating Positive First and Last Impressions
The FOH staff, including hosts, servers, and bartenders, are the first point of contact for most guests immediately upon entering the restaurant. Their appearance, demeanor, and communication skills set the tone for the entire dining experience. A warm welcome, attentive service, and genuine hospitality can make guests feel valued and eager to return. Discover how to employ optimal strategies in restaurant management, ensuring your FOH team excels in delivering an exceptional dining experience that keeps guests coming back for more.
The Power of Word-of-Mouth Marketing
Satisfied customers are more likely to recommend the restaurant to friends, family, and colleagues. In the digital age, online reviews and social media posts can quickly spread, influencing the decision-making process of potential diners. A well-functioning FOH can generate positive word-of-mouth marketing, attracting new and repeat customers, and strengthening the the restaurant owner’s reputation.
Customer Complaints Happen Publicly:
38% of all customer complaints are on social media and review sites. 📱
Enhancing Customer Satisfaction and Loyalty
A well-trained and attentive FOH staff can anticipate and address customer needs, ensuring a seamless and enjoyable dining experience. By providing personalized recommendations, accommodating dietary restrictions, and promptly resolving any issues, the FOH team can enhance customer satisfaction and foster loyalty.
According to a study by the National Restaurant Association, 70% of customers say they are more likely to visit a restaurant that offers a loyalty program. A well-functioning FOH can play a crucial role in promoting and managing loyalty programs, encouraging repeat business, and building long-term relationships with guests.
Supporting the Back of House and Overall Restaurant Success
A strong FOH team works in harmony with the back-of-house (BOH) staff, ensuring efficient communication and coordination between the kitchen and dining room. By accurately conveying orders, managing the flow of service, and keeping the line cook and cooks work the BOH informed of any special requests or dietary needs, the FOH helps maintain the quality and consistency of the food being served. Want to elevate your restaurant’s service efficiency further? Consider adopting these restaurant inventory management tips for a synchronized front and back of house, enhancing overall quality and guest satisfaction.
Moreover, a well-functioning FOH contributes to the financial success of the restaurant. By upselling menu items, promoting specials, and maximizing table turnover, the FOH can increase average check sizes and boost revenue. Effective FOH management also involves controlling costs, minimizing waste, and optimizing labor scheduling to ensure profitability.
Unlock Hidden Profits:
A moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. 💼
In conclusion, a well-functioning front of the house is the backbone of a successful restaurant. By creating positive first and last impressions, enhancing customer satisfaction, and supporting overall restaurant operations, the FOH plays a vital role in driving repeat business, strengthening reputation, and ultimately, contributing to the bottom line.
Ensuring a Memorable Dining Experience
The front of house team plays a crucial role in creating a positive dining experience for guests. From the moment customers enter the restaurant until they leave, the FOH staff is responsible for greeting, seating, taking orders, serving food, and managing payments. The success of a restaurant largely depends on the skills and performance of its front of house employees. Explore the comprehensive workings of restaurant operations further as we reveal what it takes to manage a successful front of house team and ensure a memorable dining experience for every guest.
To excel in front of house positions, individuals must possess excellent communication and interpersonal skills, the ability to multitask and stay organized, and a thorough knowledge of the menu and service standards. By mastering these skills, FOH staff can contribute to a well-functioning restaurant that leaves a lasting impression on guests and encourages repeat business.
As a restaurant owner or manager, investing in training and supporting your front of house team is essential. Provide them with the tools and resources they need to succeed, and foster a culture of exceptional service and customer satisfaction.
How do you ensure that your front of house staff is equipped to deliver a memorable dining experience for your guests?
