Bridging the Gap: Enhancing FOH and BOH Collaboration in Hospitality
Bridging the Gap: Enhancing FOH and BOH Collaboration in Hospitality
- Published: 30 May 2024
- Author: Hospitality Hub
In the hospitality industry, particularly in restaurants, hotels, and other service-oriented businesses, FOH refers to the front-of-house section or the public-facing area, focusing on customer service and experience, and BOH is the back-of-house section focused on food preparation, production, and support functions. FOH and BOH consist of a diverse set of expertise, functions, and required skills and equipment to work. Both teams require effective communication and collaboration independently and between departments for a smooth and successful operation.
Quality and attentive staff on FOH is needed to support the satisfaction and retention of customers. They must have excellent communication and interpersonal skills, be able to multitask, and maintain a professional disposition under pressure.
Where do they work?
- Dining Area
- Bar
- Reception
- Retail
- Housekeeping
- Watersports
Who are they?
- Server
- Bartender
- Host
- Front Desk Agent
- Front of House Manager
- General Manager
What are their duties?
- Greet & seat
- Takes orders & serve
- Manages table assignments & reservations
- Handles complaints & recovery
- Maintains cleanliness standards
- Coordinates with BOH for service
Commonly called the ‘heart’ of the house, BOH is typically the designated areas in the restaurant the customers don’t see or interact with where food is prepared, cooked, and stored, as well as administrative functions. They tend to have attention to detail, ability to work well under pressure, and maintain clean and organized workspaces.
Where do they work?
- Loading Dock
- Security Room
- Kitchen
- Administrative Office
- Storage Areas
- Laundry
Who are they?
- Executive Chef
- Kitchen Brigade
- Dishwasher
- Inventory Clerk
- Purchasing Officer
- Housekeeping
What are their duties?
- Prepares & cooks food
- Manages inventory & ordering
- Maintains cleanliness standards
- Ensures food safety compliance
- Coordinates with FOH for service
- Performs maintenance & repairs
Quite often FOH and BOH encounter interdepartmental feuds causing disruption to service. Encouraging activities that create better understanding and teamwork as an ongoing practice will have long lasting effects on a businesses ability to satisfy and retain customers.
Encourage teamwork between departments:
1. Joint Meetings - Regular scheduling of interdepartmental meetings can be used to discuss common goals, address issues, and brainstorm solutions together.
- Menu tastings
- All inclusive briefings/ preshifts
- Employee ventilation meetings
2. Team Building Activities - Having team-building activities that include both FOH and BOH staff. Activities such as team outings, workshops, and group challenges can break down barriers and build camaraderie.
- Staff Meals
- Cross Training Initiatives
3. Leadership Effectiveness - Managers and supervisors could model cooperative behaviour that actively demonstrate the importance of teamwork and mutual respect between FOH and BOH.
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Hospitality Hub
