Anyone who’s spent time in the restaurant industry will admit that, occasionally, tempers can flare. We’re only human after all and when a big rush hits mistakes can be made, orders can be missed, and arguments can ensue.
When a conflict takes place between restaurant staff, it often takes the form of front-of-house vs. back-of-house. In my many years as a server, I witnessed several instances of bickering between my dining room colleagues and a chef or line cook. At times it felt like we were on opposite sides, like two warring sports teams.
Seeing or hearing employees fight is awkward for a guest. It also makes a restaurant seem incredibly unprofessional. So, let’s look at a few ways restaurant managers can improve relations between the two sides of their house.
Invest in an Expeditor
If your budget allows for it a good expeditor can work wonders for creating a smooth relationship between front and back-of-house. Expeditors can be a member of the hosting or serving staff, but they should ideally have a thorough understanding of how the back-of-house operates as well.
This role serves as a buffer between the kitchen and the waitstaff, so they need to possess diplomacy skills and demonstrate great calm. Make it a rule that the expeditor – and only the expeditor – can ask questions of the chefs. Have your servers filter all questions and concerns through this person. This keeps a chef from being asked the same question several times.
The expeditor keeps the kitchen on task, and on time. With a good expeditor in place, serving staff have peace of mind that their plates will come out on time, and be well presented. This saves them the frustration of sending back dishes and arguing with kitchen staff.
Enough with the Blame Game
It’s important that your restaurant’s managers understand that regardless of role, people can and will make mistakes. They need to be able to step in and keep everyone focused on finding solutions to problems rather than figuring out which side of the house is to blame.
If a guest has complained about a cold plate, does it really matter whether the kitchen or a server has erred? While chefs and waitstaff stand around bickering, the guest continues to suffer. The Blame Game helps absolutely nobody, so stop it.
Cross-Train Your Staff
We’ve touched on this topic before and it’s a great way to help improve front/back-of-house relations. Cross-training allows your staff to not only develop new skills for themselves, but to see what a typical shift looks like from their teammates’ perspectives. The ability to experience service from the other side of the window and gain insight into what the other side of the house goes through is essential for better staff relations.
If it’s not logistically possible to include both sides of the house in a pre-shift meeting, try to make sure to address the concerns of the other side during these pre-shift gatherings.
Make certain that your front-of-house knows which items are low, which items are 86’d, and anything else the chef needs them to be aware of. Conversely, be sure the kitchen staff knows when all of the shift’s large reservations are arriving, and any other issues front-of-house may need addressed in the kitchen. Pre-shifts need to be about preparing the entire team for the next rush.
All-Hands Staff Meetings
Many businesses say they’re going to have regular meetings including the entire staff. Then they hold that first meeting and never get around to another one, or get to it a year later. Restaurant schedules are tough to manage and the hours of operation can make it difficult to gather the entire squad, but management must truly make an effort to commit to regular all-hands meetings.
Beyond those daily two-to-three minute pre-shift huddles, staff meetings are important, particularly if you’re making substantial menu changes or bringing in new management.
This is the time to encourage all staff to voice questions, obstacles, and concerns. This is crucial for building relationships between front and back-of-house.
Avoid confusion and miscommunication between front and back-of-house with something as simple as a white board. This is where every staff member should go before beginning their shift. Write the day’s specials, soup of the day, low stock items, and any 86’d items on these boards. If possible, make your expeditor or manager the only one allowed to modify the white board. It’s a low-cost yet effective way to keep everyone on the same page. Time permitting, go the extra step of having a kitchen staffer or manager log into your POS system and flat out remove the ability to order 86’d dishes.
If all your best laid plans still fail to stop an employee battle, the National Restaurant Association offers an interesting tip. In the event of conflict, develop a restaurant-wide hand signal or verbal cue for gathering your team in private. This helps shield guests from embarrassing situations that might affect how they perceive your business.
Any other tips for improving relations between front and back-of-house? Tell us about them below.
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