Back of house vs Front of house

 

The hospitality industry thrives on seamless coordination between two critical components: the front of house and back of house. Whether you're managing a bustling restaurant, a luxury hotel, or a cozy café, understanding the distinct roles, areas, and technologies used in front of house and back of house operations is key to delivering exceptional guest experiences. In this blog post, we’ll dive deep into the differences between these two functions, explore their respective positions and software tools, and offer actionable strategies for improving communication to enhance restaurant or hotel operations.

 

What Are Front of House and Back of House?

In the hospitality world, front of house (FOH) and back of house (BOH) represent the two halves of a well-oiled machine. Each has its own domain, responsibilities, and challenges, but they must work in harmony to ensure success.

 

Front of House: The Face of Hospitality

The front of house encompasses all areas where guests interact directly with staff. Think of it as the public-facing side of a hotel or restaurant operations. This includes the dining room, lobby, reception desk, bar, restrooms, and any other guest-accessible spaces.

Key Positions:

• Host/Hostess: Greets guests, manages reservations, and oversees seating arrangements.
• Servers: Take orders, serve food and drinks, and ensure guest satisfaction.
• Bartenders: Craft beverages and often double as entertainers in lively settings.
• Front Desk Staff (in hotels): Handle check-ins, check-outs, and guest inquiries.
• Managers: Oversee FOH operations, address guest concerns, and maintain service standards.

Technologies Used:

• Point of Sale (POS) Systems: Tools like Toast or Square streamline ordering, payments, and sales tracking.
• Reservation Platforms: OpenTable or Resy help manage bookings efficiently.
• Guest Feedback Tools: Apps like Yelp or in-house tablets collect real-time customer input.

The FOH team’s primary goal? Create a welcoming, memorable experience that keeps guests coming back.

 

Back of House: The Heart of Operations

The back of house is where the magic happens behind closed doors. This function includes the kitchen, storage areas, offices, and other staff-only zones critical to running a restaurant or hotel smoothly. It’s the engine that powers the guest experience, even if it’s rarely seen.

Key Positions:

• Chefs and Cooks: Prepare meals with precision and consistency.
• Dishwashers: Maintain cleanliness and keep kitchen operations flowing.
• Expediters: Also known as food runners, bridge the gap between BOH and FOH by coordinating food delivery timing.
• Inventory Managers: Track supplies, reduce waste, and ensure stock availability.
• Housekeepers (in hotels): Clean rooms and maintain behind-the-scenes order.

Technologies Used:

• Kitchen Display Systems (KDS): Replace paper tickets with digital order screens (e.g., Square KDS).
• Inventory Management Software: Tools like BevSpot or MarketMan monitor stock levels and costs.
• Employee Scheduling Apps: Platforms like 7shifts or Deputy streamline shift planning.
• Food Safety Tools: Temperature monitoring devices ensure compliance with health standards.

The back of house team focuses on efficiency, quality, and consistency—laying the groundwork for a flawless front of house performance.

 

Front of House vs Back of House: Key Differences

While both FOH and BOH are integral to restaurant and hotel operations, their roles, environments, and challenges differ significantly:

Understanding these distinctions helps managers optimize workflows and allocate resources effectively for a better restaurant operations management.

 

How Technology Bridges the Gap

Modern operations in the hospitality industry rely heavily on technology to streamline processes and improve outcomes. Here’s how it’s transforming the two areas:

• Integrated Systems: Platforms like Toast integrate POS, KDS, and inventory management, ensuring real-time updates between FOH and BOH. For example, when a server inputs an order, the kitchen sees it instantly—no more lost tickets or delays.
• Mobile Tools: Servers can use handheld devices to send orders directly to the kitchen, reducing errors and speeding up service.
• Data Analytics: Tools like Tenzo provide insights into peak hours, popular dishes, and staff performance, helping both teams plan better.
• Communication Platforms: Apps like Slack or dedicated hospitality tools (e.g., 7shifts) allow instant messaging between FOH and BOH staff.

By leveraging these technologies, restaurants can minimize friction and enhance coordination.

 

Improving Communication Between Front of House and Back of House

The divide between front of house and back of house can sometimes lead to misunderstandings—servers blaming the kitchen for slow service, or chefs frustrated by last-minute order changes. Bridging this gap is essential for smooth restaurant operations. Here are five actionable strategies:

 

1. Pre-Shift Briefings

Hold daily meetings where FOH and BOH staff can align on the day’s specials, expected rush times, and potential challenges. This fosters mutual understanding and sets a collaborative tone.

 

2. Use Clear Communication Tools

Invest in headsets or a KDS with messaging capabilities so front of house personnel can alert back of house staff about VIP guests or urgent requests. Clear, concise communication reduces stress and errors.

 

3. Cross-Training Opportunities

Encourage staff to shadow roles in the opposite domain. A server who understands kitchen pressures or a cook who’s worked the floor will empathize more and communicate better.

 

4. Define Roles and Protocols

Establish a clear chain of command and procedures for handling issues (e.g., who notifies the kitchen about a sold-out item?).

 

5. Celebrate Team Wins

Recognize achievements—like a flawless busy night—as a joint FOH-BOH effort. Shared success builds camaraderie and motivates collaboration.

 

According to a 2023 study by the National Restaurant Association, restaurants with strong FOH-BOH communication reported 20% higher customer satisfaction scores and 15% lower staff turnover rates. The payoff is clear.

 

Why It Matters for Restaurant and Hotel Operations

In hotels and restaurants, the interplay between front of house and back of house directly impacts guest satisfaction, operational efficiency, and profitability. A disjointed team can lead to slow service, wasted resources, and unhappy customers. Conversely, a unified FOH and BOH can turn a good experience into a great one—driving repeat business and glowing reviews.

For example, a well-coordinated team ensures that a guest’s steak arrives perfectly cooked while the server refills their wine without delay. In a hotel, it means a clean room is ready when a guest checks in, thanks to seamless housekeeping and front desk coordination.