When you walk into a restaurant, hotel, or any other establishment, the first person you meet is often the front of house person. They are the face of the establishment, responsible for creating a warm and welcoming atmosphere that sets the tone for your entire experience. But have you ever wondered what a front of house person actually does? In this article, we will delve into the world of front of house staff and explore their roles, responsibilities, and the skills required to excel in this position.
What is a Front of House Person?
A front of house person is a member of staff who works in the front of house area of an establishment, which includes the reception, lobby, bar, and restaurant. They are responsible for interacting with customers, providing excellent customer service, and ensuring that the front of house area is running smoothly and efficiently. Front of house staff can be found in a variety of establishments, including restaurants, hotels, bars, and cafes.
Key Responsibilities of a Front of House Person
The key responsibilities of a front of house person can vary depending on the establishment, but some common duties include:
- Greeting customers and making them feel welcome
- Taking reservations and managing bookings
- Serving food and drinks
- Handling customer complaints and resolving issues
- Maintaining the cleanliness and organization of the front of house area
- Working with other staff members to ensure seamless service
Soft Skills Required for a Front of House Person
To be successful as a front of house person, you need to possess certain soft skills, including:
- Excellent communication skills: You must be able to communicate effectively with customers, colleagues, and management.
- Strong interpersonal skills: You need to be able to build rapport with customers and colleagues, and provide excellent customer service.
- Ability to work under pressure: Front of house staff often work in fast-paced environments, and you need to be able to remain calm and composed under pressure.
- Problem-solving skills: You must be able to think on your feet and resolve customer complaints and issues quickly and efficiently.
- Attention to detail: You need to be able to maintain the cleanliness and organization of the front of house area, and ensure that customers receive excellent service.
The Different Types of Front of House Staff
There are several different types of front of house staff, each with their own unique roles and responsibilities. Some common types of front of house staff include:
- Receptionists: Receptionists are responsible for greeting customers, answering phone calls, and managing bookings and reservations.
- Hosts/Hostesses: Hosts and hostesses are responsible for greeting customers, managing seating, and ensuring that the restaurant or bar is running smoothly.
- Waiters/Waitresses: Waiters and waitresses are responsible for serving food and drinks, taking orders, and providing excellent customer service.
- Bartenders: Bartenders are responsible for serving drinks, managing the bar area, and providing excellent customer service.
The Benefits of Working as a Front of House Person
Working as a front of house person can be a rewarding and challenging career, with many benefits. Some of the benefits of working as a front of house person include:
- Opportunities for career advancement: With experience and training, front of house staff can move into management positions or pursue other careers in the hospitality industry.
- Variety: Every day is different when you work as a front of house person, and you will have the opportunity to meet new people and face new challenges.
- Opportunities for creativity: Front of house staff can use their creativity to provide excellent customer service and create a unique and welcoming atmosphere.
- Opportunities for socialization: Working as a front of house person provides many opportunities for socialization, and you will have the chance to meet new people and make friends.
Challenges of Working as a Front of House Person
While working as a front of house person can be a rewarding career, there are also some challenges to consider. Some of the challenges of working as a front of house person include:
- High stress levels: Front of house staff often work in fast-paced environments, and you may experience high stress levels, particularly during peak periods.
- Long hours: Front of house staff often work long hours, including evenings and weekends.
- Physical demands: Working as a front of house person can be physically demanding, particularly if you are working in a busy restaurant or bar.
- Dealing with difficult customers: Unfortunately, not all customers are pleasant to deal with, and you may encounter difficult or rude customers.
How to Become a Front of House Person
If you are interested in becoming a front of house person, there are several steps you can take to pursue this career. Some of the steps to become a front of house person include:
- Gaining relevant experience: Look for opportunities to gain experience in the hospitality industry, such as volunteering or taking on a part-time job in a restaurant or bar.
- Developing your skills: Develop the skills required to be a successful front of house person, such as excellent communication and interpersonal skills.
- Obtaining relevant qualifications: Consider obtaining relevant qualifications, such as a certificate in hospitality or customer service.
- Building your knowledge: Build your knowledge of the hospitality industry, including the different types of establishments, the roles and responsibilities of front of house staff, and the skills required to be successful.
Training and Development Opportunities
There are many training and development opportunities available for front of house staff, including:
- On-the-job training: Many establishments provide on-the-job training for front of house staff, which can include training on customer service, food and drink service, and cash handling.
- Workshops and seminars: There are many workshops and seminars available for front of house staff, which can cover topics such as customer service, communication skills, and conflict resolution.
- Online courses: There are many online courses available for front of house staff, which can cover topics such as hospitality management, customer service, and food safety.
Conclusion
In conclusion, the role of a front of house person is a vital one in the hospitality industry. They are responsible for creating a warm and welcoming atmosphere, providing excellent customer service, and ensuring that the front of house area is running smoothly and efficiently. To be successful as a front of house person, you need to possess certain soft skills, including excellent communication and interpersonal skills, the ability to work under pressure, and problem-solving skills. With the right training and development opportunities, front of house staff can pursue a rewarding and challenging career in the hospitality industry.
| Establishment | Front of House Roles |
|---|---|
| Restaurant | Host/Hostess, Waiter/Waitress, Bartender |
| Hotel | Receptionist, Concierge, Bellhop |
| Bar | Bartender, Barback, Host/Hostess |
By understanding the role of a front of house person and the skills required to be successful in this position, you can provide excellent customer service and create a unique and welcoming atmosphere in any establishment.
What is the role of a Front of House person in an establishment?
The role of a Front of House (FOH) person is to be the first point of contact for customers, clients, or visitors in a business or organization. They are responsible for creating a welcoming atmosphere, managing the reception area, and ensuring that guests feel comfortable and supported during their visit. This can include tasks such as greeting visitors, answering phone calls, responding to emails, and providing information about the establishment.
The FOH person is also responsible for maintaining the appearance of the reception area, ensuring that it is clean, tidy, and well-organized. They may also be required to handle administrative tasks, such as managing appointments, handling mail and packages, and maintaining records. In some establishments, the FOH person may also be responsible for handling payments, processing transactions, and managing customer data.
What skills and qualities are required to be a successful Front of House person?
To be a successful FOH person, an individual should possess excellent communication and interpersonal skills. They should be able to communicate effectively with people of all ages, cultures, and backgrounds, and be able to handle difficult situations with tact and diplomacy. They should also be highly organized, able to multitask, and able to work well under pressure.
In addition to these skills, a FOH person should also be friendly, approachable, and welcoming. They should be able to create a positive first impression, and make visitors feel valued and supported. They should also be able to work independently, and be able to take initiative when necessary. A FOH person should also be flexible, and able to adapt to changing situations and priorities.
What are the benefits of having a Front of House person in an establishment?
Having a FOH person in an establishment can bring numerous benefits. One of the main benefits is that it creates a positive first impression for visitors. A well-trained FOH person can make visitors feel welcome, valued, and supported, which can lead to increased customer satisfaction and loyalty. A FOH person can also help to reduce stress and anxiety for visitors, by providing clear information and guidance.
Another benefit of having a FOH person is that it can help to improve the efficiency of the establishment. A FOH person can handle administrative tasks, such as managing appointments and handling mail, which can free up time for other staff members to focus on their core responsibilities. A FOH person can also help to improve communication between staff members, by acting as a central point of contact and providing information and updates.
How can a Front of House person contribute to the overall success of an establishment?
A FOH person can contribute to the overall success of an establishment in many ways. One of the main ways is by providing excellent customer service. A FOH person can create a positive first impression, and make visitors feel valued and supported. This can lead to increased customer satisfaction and loyalty, which can ultimately drive business success.
A FOH person can also contribute to the success of an establishment by being proactive and taking initiative. They can identify areas for improvement, and suggest solutions to management. They can also help to improve communication between staff members, by acting as a central point of contact and providing information and updates. By being a positive and supportive member of the team, a FOH person can help to create a positive and productive work environment.
What are the common challenges faced by a Front of House person?
A FOH person may face a number of challenges in their role. One of the main challenges is dealing with difficult or demanding visitors. A FOH person may have to handle complaints, or deal with visitors who are angry or upset. They may also have to handle confidential or sensitive information, which can be challenging.
Another challenge faced by FOH persons is managing multiple tasks and priorities. They may have to handle phone calls, respond to emails, and manage appointments, all while maintaining a welcoming and organized reception area. They may also have to work with limited resources, or manage a high volume of visitors, which can be challenging.
How can a Front of House person maintain a positive and professional image?
A FOH person can maintain a positive and professional image by being friendly, approachable, and welcoming. They should be well-groomed, and wear attire that is consistent with the establishment’s brand and image. They should also be highly organized, and maintain a clean and tidy reception area.
A FOH person can also maintain a positive and professional image by being proactive and taking initiative. They can anticipate the needs of visitors, and provide solutions to problems. They can also be responsive to feedback, and make changes to improve the visitor experience. By being a positive and supportive member of the team, a FOH person can help to create a positive and productive work environment.
What training or development opportunities are available for Front of House persons?
There are a number of training and development opportunities available for FOH persons. Many establishments provide on-the-job training, which can include training on administrative tasks, customer service, and communication skills. There are also many external training programs available, which can provide FOH persons with the skills and knowledge they need to excel in their role.
In addition to formal training programs, FOH persons can also develop their skills through experience and practice. They can seek feedback from colleagues and managers, and use this feedback to improve their performance. They can also attend workshops and conferences, which can provide them with the opportunity to network with other FOH persons, and learn about best practices in the industry.