presentation notes - front of the house: leadership...

Presentation Notes Front of the House: Leadership and Teamwork

Front of the House: Leadership and Teamwork Copyright © Texas Education Agency, 2013. All rights reserved.

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Front of the House

Leadership and Teamwork



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Copyright

Copyright © Texas Education Agency, 2013. These Materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions:

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For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N. Congress Ave., Austin, TX 78701-1494; phone 512-463-7004; email: [email protected].

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Copyright © Texas Education Agency, 2013. All rights reserved.



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Front of the House

Definition

Employees

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What is Front of the House?

• The area in a hospitality business that guests usually see

• In a restaurant, it includes:

• Entrance

• Dining room

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Restaurants are divided into two areas – the front-of-the-house and the back-of-

the-house.

Each area has its own responsibilities and must work closely together to make

the restaurant a success.



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Employees

• Main function is to interact with customers

• Include

• Servers

• Cashiers

• Hosts

• Hostesses

• Parking attendants

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The front of the house is responsible for:

• Seating guests

• Selling food

• Transmitting orders to the kitchen

• Serving customers

• Bussing tables

• Obtaining payment from customers



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Front of the House

How to Staff the Front of the House - Restaurant Business(click on link)

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Click on hyperlink to view video:

How to Staff the Front of the House | Restaurant Business

Learn how to staff the front of the house with the advice from Paul Bolles-

Beaven in this restaurant business video from Howcast.

http://youtu.be/XzTxOvNqppw



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Leadership

Skills

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Leaders inspire and motivate employees in the workplace.



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Skills

• Direction

• Lead dependably

• Encourage others

• Inspire others

• Coach

• Expect change

• Nurture teamwork

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Good leaders demonstrate the following skills:

• Direction – leaders communicate clearly and make sure others know what is

expected of them

• Lead dependably – leaders treat everyone fairly and are accountable for

their actions

• Encourage others – leaders influence through example and earn employee’s

respect

• Inspire others – leaders motivate employees, praise their work and guide them

to work as a team

• Coach – leaders guide their employees as they perform their tasks and praise

their successes

• Expect change – leaders look for ways to improve and find better ways to do

tasks

• Nurture teamwork – leaders observe team members as they perform their

tasks, assist in improvements and listen attentively



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Teamwork

Skills

Work Stations

Conflict Resolution

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Teamwork is part of every job but much more so in the food industry.



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Skills

• Communication• Verbal

• Nonverbal

• Positive attitude

• Respect

• Empathy

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The following skills are needed to be successful in the restaurant business:

Communication skills:

Service staff must be able to speak well to both customers and coworkers.

Verbal skills:

• speak slowly and clearly

• make eye contact

• tone of voice should always be professional, pleasant and friendly

Nonverbal skills:

• stand straight

• do not chew gum, eat or drink while serving customers

• write clearly

Positive attitude:

• willingness to please the customer

• pride in your work

• always cheerful

• show courtesy to customers and coworkers

Respect yourself and others while on the job and accept responsibility for your

actions.

Learn to practice empathy – the skill of thinking about what it would be like in

another’s place



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Work Stations

Beverage Station

• Cold beverages

• Hot beverages

Service Station

• Dishes

• Glasses

• Eating utensils

• Water

• Bread

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Beverage station should include prepared beverages such as juice, milk, coffee,

tea and soft drinks.

Each member of the staff must know how to operate and clean the beverage

machines.

Service stations are where supplies to reset the tables are kept between

customers. This includes dishes, glasses and eating utensils and sometimes

bread and water for the customers.



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Duties

Side Work

• Refilling:• salt and pepper shakers• sugar bowls • condiments

• Cleaning:• seats, tables and floors

• Folding napkins

Sections

• Servers oversee a group of tables

• Are responsible for:

• setting the tables

• taking orders

• delivering food

• clearing the tables

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Side work is where all service staff members have duties to perform before the

customers arrive or before beginning a shift (can also be done at the end of the

shift).

This may include:

• cleaning and refilling salt and pepper shakers

• sugar containers

• condiment containers

• cleaning seats, tables and floors

• folding napkins and setting tables

Sections:

Servers are usually responsible for a set number of tables in a section

Servers are responsible for:

• setting the tables

• taking orders

• delivering food

• clearing the tables



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Conflict Resolution

• Disputes

• Negotiation

• Focus on problem

• Advise the manager

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• Steps to resolving conflict:

• Define the problem

• Suggest a solution

• Evaluate a solution

• Compromise

• Brainstorm

• Mediate

Disputes and conflicts are part of being on a team. Not everyone will get along

all of the time.

Can you name some disputes that may arise while working in a restaurant?

(focus on the front of the house)

Learn to negotiate.

Remember to focus on the problem and not the personalities involved. If you

cannot resolve the conflict, be sure to discuss this with the manager.

Students will analyze conflicts in the workplace during the Guided Practice.

Remind them that there is a process to resolve conflicts so that all parties are

satisfied.



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14Questions?




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References and Resources

Images:

• Microsoft Office Clip Art: Used with permission from Microsoft.

Textbooks:

• Culinary essentials. (2010). Woodland Hills, CA: Glencoe/McGraw Hill.

• Foundations of restaurant management & culinary arts: Level one. (2011). Boston, MA: Prentice Hall.

YouTube™:

• How to Staff the Front of the House | Restaurant BusinessLearn how to staff the front of the house with the advice from Paul Bolles-Beaven in this restaurant business video from Howcast.http://youtu.be/XzTxOvNqppw

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