The front of house is concerned with that part of hospitality enterprise that is visible and accessible to your guests and is the public face of the enterprise.
The quality of the front of house service provided by staff is immensely important role in creating a welcoming atmosphere and providing excellent guest/customer service. It is also pivotal in maintaining the appearance and safety of front of house areas and ensuring that guests have an enjoyable and memorable experience.
Learning outcomes
- Guest/Customer service:
How to greet guests, actively listening to guest needs, addressing concerns promptly, and maintaining a positive attitude. - Orders and communication:
Accurately taking orders, communicating clearly with kitchen staff, and informing guests about specials. - Waitering and Table service:
Proper table settings, placing cutlery, serving food and drinks according to standards, efficient plate clearing. - Complaint handling:
Appropriately addressing guest complaints, listening empathetically, offering solutions, and escalating issues when necessary.
- Menus:
Importance of understanding of the menu items, ingredients, dietary restrictions, and ability to make informed recommendations. - Upselling techniques:
Identifying opportunities to suggest additional items or upgrades to enhance the guest's experience. - Point of sale processing:
Handling cash, credit cards, and other payment methods accurately. - Working as a team:
Working effectively with other front of house staff, kitchen staff, and management to ensure smooth service. - Service operations:
Understanding seating arrangements, managing wait times, dealing with peak hours, and following proper procedures. - Appearance and hygiene standards:
Maintaining a professional appearance, adhering to dress code guidelines, and practicing proper hygiene practices. - Occupational health and safety
:
Basics of occupational health and safety in an hospitality environment including general first aid.
Front of House
Assessment
