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Last updated on 2024年8月7日

Struggling with conflicts between kitchen and waitstaff in your hospitality business?

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In any hospitality business, the relationship between kitchen and waitstaff is pivotal to the smooth operation of a restaurant. Conflicts in this area can lead to a breakdown in service, affecting customer satisfaction and the bottom line. Understanding the root causes of these conflicts is essential in finding effective solutions. Whether it's communication breakdowns, lack of mutual respect, or differing priorities, addressing these issues head-on can transform a tense workplace into a collaborative environment where everyone thrives.

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Otmar Wullich, MSc, MIHI

Independent Hospitality Trainer, Advisor & Consultant. Providing practical, down-to-earth advice, based on facts to…
Najib ERRAISS

Managing Partner - Morocco Franchise Alliance Hospitality / Strategic Advisor Hotel Real Estate - Leading International…
Reub Miranda

"Let's SHIOCK your business back to life."

1 Identify Issues

To effectively resolve conflicts between kitchen and waitstaff, it's crucial to first identify the specific issues at play. This might involve communication breakdowns , where orders are misunderstood or incorrectly relayed, leading to frustration on both sides. It could also stem from a lack of respect or understanding of each other's roles and the pressures they entail. By pinpointing the exact problems, you can tailor your approach to address the root causes and not just the symptoms of discord.

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Najib ERRAISS

Managing Partner - Morocco Franchise Alliance Hospitality / Strategic Advisor Hotel Real Estate - Leading International Hospitality Brands for Africa Middle East.
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Conflicts between kitchen and waitstaff in hospitality can be mitigated by fostering open communication and establishing clear guidelines. Regular meetings and the use of efficient communication tools help bridge understanding between teams. Cross-training staff to understand each other's roles builds empathy and reduces tension. Implementing standard operating procedures clarifies expectations, while conflict resolution training equips managers and staff with skills to handle disputes. Encouraging team-building activities and offering anonymous feedback mechanisms also promote cooperation. Leadership should model collaboration, and continuous improvement based on feedback ensures lasting harmony.

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2 Open Dialogue

Opening a dialogue between your kitchen and waitstaff is a significant step towards conflict resolution. Encourage open and honest communication where each team can express concerns without fear of retribution. This can be facilitated through regular meetings or feedback sessions . It's important that both sides feel heard and that their feedback is taken seriously. This fosters a culture of transparency and mutual respect , which is essential for teamwork and improving the overall atmosphere in your establishment.

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Najib ERRAISS

Managing Partner - Morocco Franchise Alliance Hospitality / Strategic Advisor Hotel Real Estate - Leading International Hospitality Brands for Africa Middle East.
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Promote open communication between kitchen and waitstaff to build understanding, resolve conflicts quickly, and enhance teamwork for smoother operations.

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3 Mutual Respect

Cultivating mutual respect between kitchen staff and waitstaff is non-negotiable for a harmonious work environment. Each team must understand and value the other's contribution to the business's success. This can be achieved through cross-training , where staff members experience different roles, or by celebrating each other's achievements . Recognizing the hard work and dedication of both front and back-of-house teams reinforces their importance to the hospitality business.

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Otmar Wullich, MSc, MIHI

Independent Hospitality Trainer, Advisor & Consultant. Providing practical, down-to-earth advice, based on facts to achieve efficiency and consistency in your business.
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Both teams have to recognise and appreciate each other's roles. A manager who understands both sides can implement this. I have had the best results in bringing chefs on the floor and waiting staff into the kitchen. Another area of concern is the plate wash, chefs and servers often forget the importance of a KP, so let them work a day in this area. By understanding each other’s challenges, you can create a collaborative environment where communication improves, stress levels decrease, and misunderstandings are minimised. Mutual respect between front and back of house is vital. No one is better or more important only working as one team, leads to a harmonious workplace, enhancing overall service quality and customer satisfaction.

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4 Set Expectations

Clear expectations are key to preventing conflicts in your hospitality business. Ensure that both kitchen and waitstaff understand their responsibilities and the standards to which they should adhere. This includes clarity on order processes , customer service expectations, and how to handle stressful situations. When everyone knows what is expected of them, it reduces the chances of miscommunication and errors, leading to a smoother operation.

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5 Conflict Resolution

When conflicts do arise, having a structured conflict resolution process in place is crucial. This could involve a mediator who is impartial to the situation, providing a platform for both parties to voice their grievances and work towards a solution. It's important that conflicts are addressed promptly and effectively to prevent escalation and maintain a positive work environment. Remember, the goal is to resolve issues in a way that strengthens team cohesion, not to assign blame.

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Najib ERRAISS

Managing Partner - Morocco Franchise Alliance Hospitality / Strategic Advisor Hotel Real Estate - Leading International Hospitality Brands for Africa Middle East.
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Promote open communication between kitchen and waitstaff to build understanding, resolve conflicts quickly, and enhance teamwork for smoother operations.

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6 Continuous Training

Continuous training for both kitchen and waitstaff can play a significant role in reducing conflicts. Education on effective communication, stress management, and teamwork can help staff navigate the high-pressure environment of a hospitality business more effectively. Training should be ongoing to ensure new staff are integrated seamlessly and that the team adapts to any changes in the business or industry standards.

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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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Reub Miranda

"Let's SHIOCK your business back to life."
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FOH & BOH have to work in sync for the restaurant to be successful. There will always be conflicts as you are dealing with different personalities and egos. All that needs to be put aside. When I took over a particular outlet, I sat down the the Head Chef and Asst Head Chef and we went through the issues that the kitchen had with FOH. I then sat with the FOH team, and we went through the ways to keep both sides working smoothly. Respect was a big thing, and clear communication.

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Struggling with conflicts between kitchen and waitstaff in your hospitality business?

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1 Identify Issues

2 Open Dialogue

3 Mutual Respect

4 Set Expectations

5 Conflict Resolution

6 Continuous Training

7 Here’s what else to consider

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