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Last updated on 2024年8月6日

Struggling to bridge the gap between front-of-house and back-of-house staff?

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In the bustling world of hospitality, the synergy between front-of-house (FOH) and back-of-house (BOH) staff is crucial for a seamless guest experience. FOH refers to the area where guests are served directly, such as the dining room or reception, while BOH is where behind-the-scenes action happens, like the kitchen or administration. Bridging the gap between these two teams can be challenging, but it's essential for the smooth operation of any hospitality business.

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1 Understanding Roles

To foster a cooperative environment, it's essential to understand the distinct roles of FOH and BOH staff. FOH personnel, like waiters and receptionists, are the face of your establishment, directly interacting with guests and ensuring their immediate satisfaction. On the other hand, BOH staff, including chefs and inventory managers, work tirelessly behind the scenes to maintain the quality of service and products. Recognizing the importance of each role and how they interlink can create mutual respect and a more harmonious workplace.

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Ajay Dhar
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Bridging the gap between front-of-house (FOH) and back-of-house (BOH) staff can be challenging, but here are some strategies to help: 1. *Understanding Roles*: - Organize cross-training sessions to help FOH and BOH staff understand each other's responsibilities and challenges. - Create a detailed org chart or role descriptions to clarify expectations. 2. *Open Communication*: - Regular team meetings and feedback sessions to encourage open dialogue. - Encourage active listening and empathy to foster a culture of understanding. - Implement an anonymous feedback system to address concerns.

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2 Open Communication

Open communication is the linchpin of collaboration between FOH and BOH teams. Encourage regular meetings where staff can voice concerns, suggest improvements, and provide feedback. This dialogue not only helps in resolving operational issues but also promotes a sense of community and shared purpose. When each team member is aware of the challenges faced by their counterparts, they are more likely to support each other and work together efficiently.

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Mariana M.

VIP Hospitality & Protocol | Delegation, Groups & Guest Management | Team & Travel Logistics | Senior Executive Assistant | Government Summits & Large-Scale Events | Multilingual |Transitioning to Sports | PMO
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In our organization, we prioritize recognizing the invaluable work of our back-office team. Without their support, those in more visible roles would struggle to perform effectively. We believe in a unified goal: the success of the entire company, not just individual achievements. Regular acknowledgement of the back office's efforts is essential. By highlighting their contributions, we ensure that everyone feels valued and appreciated. This recognition fosters a collaborative environment where every team member, regardless of their role, is motivated to work towards our shared objectives.

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3 Cross-Training Staff

Cross-training is a powerful tool to bridge the gap between FOH and BOH staff. By learning aspects of each other's roles, employees gain a better understanding of the overall operation and develop empathy for their colleagues' responsibilities. This shared knowledge can lead to increased flexibility in staffing, improved teamwork, and a more adaptable workforce that can confidently handle a variety of situations.

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4 Shared Goals

Aligning FOH and BOH staff around shared goals is key to creating a united team. Whether it's striving for excellent customer reviews, achieving a certain revenue target, or maintaining high-quality standards, common objectives give everyone a clear direction. Celebrate achievements together to reinforce the notion that success is a collective effort and every individual's contribution is valuable.

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5 Conflict Resolution

Conflict is inevitable in any workplace, but it's how you handle it that counts. Implement a clear process for conflict resolution that encourages open discussion and fair outcomes. When FOH and BOH staff feel their concerns are heard and addressed respectfully, trust builds within the team. This trust is essential for overcoming disagreements and fostering a positive work environment where everyone feels valued.

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Ajay Dhar
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. *Conflict Resolution*: - Establish a clear conflict resolution process to address issues promptly. - Train staff on effective communication and conflict resolution techniques. - Encourage respectful and constructive feedback.

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6 Team Building

Team building activities can be instrumental in uniting FOH and BOH staff. Organize events or outings that allow employees to interact in a non-work setting , which can strengthen relationships and improve communication. When staff members form personal connections with their colleagues, they are more likely to work cohesively and support one another during busy periods or stressful situations.

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Ajay Dhar
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. *Team Building*: - Organize social events, team outings, or activities that bring FOH and BOH staff together. - Celebrate milestones, successes, and recognize individual contributions. - Create a shared goal or project that requires collaboration between FOH and BOH staff.

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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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Nusrat Mirza

GM at JW Marriott, Desert Springs Resort & Spa
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Include both teams during decision making and idea generating process, which may impact one or both teams. This exercise will make both teams valued.

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Balan Paravantavida

Task Force General Manager/Owner-BP Hospitality Services
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Great point Nusrat. In my experience giving goals such as sales, profit , guest and employee satisfaction etc will also force the two teams to work together.

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Ajay Dhar
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Additional ideas: - Create a "buddy system" where FOH and BOH staff are paired to work together on a project. - Share customer feedback and recognize staff who receive positive comments. - Develop a shared vision or mission statement that emphasizes teamwork and collaboration. Remember, bridging the gap takes time, effort, and commitment from leadership and staff. Start with small steps, and be patient and consistent in your approach.

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Struggling to bridge the gap between front-of-house and back-of-house staff?

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1 Understanding Roles

2 Open Communication

3 Cross-Training Staff

4 Shared Goals

5 Conflict Resolution

6 Team Building

7 Here’s what else to consider

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