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Last updated on 2024年6月9日

Here's how you can resolve conflicts between front-of-house and back-of-house staff in a restaurant.

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In any bustling restaurant, the synergy between front-of-house (FOH) and back-of-house (BOH) staff is crucial for a seamless operation. FOH refers to the area where customers are served, such as the dining room, and includes roles like hosts, servers, and bartenders. BOH is where the food is prepared and cooked, involving chefs, cooks, and dishwashers. Conflicts may arise due to the high-pressure environment, differing responsibilities, and miscommunication. Understanding how to navigate and resolve these conflicts is essential for maintaining a positive work atmosphere and providing excellent customer service.

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Omar Adel Omar

LOZ?N - Founder & General Manager

1 Open Dialogue

Creating an open dialogue between FOH and BOH staff is the first step to resolving conflicts. Encourage regular meetings where team members can express concerns and suggestions in a non-confrontational setting. These discussions should focus on operational efficiency and improving service rather than personal grievances. By fostering a culture of open communication, you enable staff to understand each other's roles better and build mutual respect, which is the foundation for a collaborative work environment.

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Omar Adel Omar

LOZ?N - Founder & General Manager
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To resolve conflicts, start by creating open dialogue between FOH and BOH staff. Hold regular meetings where team members can share concerns and suggestions in a non-confrontational way. Focus on improving operations and service, not personal issues. Open communication helps staff understand each other's roles and build mutual respect, creating a collaborative work environment.

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Mark Jason Abejar

Assistant Waiter at Royal Caribbean Group
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To be honest, there's no need for an argument between the FOH & the BOH. Precise & firm communication between the 2 is the key.

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2 Role Clarity

Ensuring that each staff member understands their role and responsibilities can significantly reduce conflicts. Clearly define job descriptions and expectations for both FOH and BOH teams. When everyone knows what is expected of them, there's less room for confusion and blame-shifting. Role clarity also allows staff to take ownership of their tasks and work more efficiently, which in turn reduces stress and the potential for conflict.

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Omar Adel Omar

LOZ?N - Founder & General Manager
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Clearly defining roles and responsibilities for each staff member can greatly reduce conflicts. Provide clear job descriptions and expectations for both FOH and BOH teams. When everyone knows their duties, there's less confusion and blame-shifting. This clarity helps staff take ownership of their tasks, work more efficiently, and reduces stress and potential conflicts.

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3 Shared Goals

Establishing shared goals can unite FOH and BOH staff towards a common purpose. Whether it's striving for a certain number of positive reviews or working to reduce food waste, having shared objectives aligns the team's efforts. This unity not only improves the restaurant's performance but also creates a sense of camaraderie among staff, making them less likely to engage in conflicts and more inclined to support each other.

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Omar Adel Omar

LOZ?N - Founder & General Manager
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Establish shared goals to unite FOH and BOH staff. Objectives like achieving positive reviews or reducing food waste align the team's efforts. This unity boosts the restaurant's performance and fosters camaraderie, reducing conflicts and encouraging staff to support each other.

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4 Conflict Training

Providing conflict resolution training can equip staff with the tools they need to handle disputes effectively. Teach them techniques such as active listening, empathy, and collaborative problem-solving . When employees are trained to deal with disagreements constructively, they can resolve issues before they escalate. This training not only benefits the restaurant's atmosphere but also contributes to personal growth and professional development.

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Omar Adel Omar

LOZ?N - Founder & General Manager
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Provide conflict resolution training to equip staff with tools for handling disputes. Teach techniques like active listening, empathy, and collaborative problem-solving. Trained employees can resolve issues before they escalate, improving the restaurant's atmosphere and contributing to personal and professional growth.

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5 Mediation Process

Implementing a structured mediation process can help manage conflicts when they do arise. Designate a neutral party, such as a manager or a senior staff member, to facilitate discussions between conflicting parties. This process should ensure that both sides are heard and that a fair resolution is reached. A formal mediation process demonstrates that the restaurant takes conflicts seriously and is committed to maintaining a harmonious workplace.

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Omar Adel Omar

LOZ?N - Founder & General Manager
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Use a structured mediation process to manage conflicts. Assign a neutral party like a manager to facilitate discussions. Ensure both sides are heard and reach a fair resolution. This shows the restaurant's commitment to addressing conflicts and maintaining a harmonious workplace.

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6 Positive Reinforcement

Lastly, use positive reinforcement to encourage harmony between FOH and BOH staff. Recognize and reward collaborative efforts and instances where employees have successfully resolved conflicts. This not only boosts morale but also sets a precedent for how staff should interact with each other. When team members see the benefits of working together amicably, they are more likely to replicate such behavior in the future.

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Omar Adel Omar

LOZ?N - Founder & General Manager
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Encourage harmony between FOH and BOH staff with positive reinforcement. Reward teamwork and successful conflict resolution. Boost morale and set a standard for interaction. When staff see the benefits of working together, they're motivated to continue this behavior.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Here's how you can resolve conflicts between front-of-house and back-of-house staff in a restaurant.

1

2

3

4

5

6

7

1 Open Dialogue

2 Role Clarity

3 Shared Goals

4 Conflict Training

5 Mediation Process

6 Positive Reinforcement

7 Here’s what else to consider

Culinary Education

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Here's how you can resolve conflicts between front-of-house and back-of-house staff in a restaurant.

1

2

3

4

5

6

7

1 Open Dialogue

2 Role Clarity

3 Shared Goals

4 Conflict Training

5 Mediation Process

6 Positive Reinforcement

7 Here’s what else to consider

Culinary Education

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