The perennial tension between front-of-house (FOH) and back-of-house (BOH) staff is a persistent challenge within the foodservice industry. In this article, we explore potential causes of the tension between the FOH and BOH and offer a solution that will help improve operational efficiency, guest satisfaction, and employee camaraderie: cross-training.
The Trifecta Behind FOH‒BOH Tension
The FOH–BOH divide stems from a confluence of factors. First, there is environmental disparity. FOH staff operate in a guest-centric environment, navigating the emotional landscape of service interactions. In contrast, the BOH operates in a fast-paced, high-pressure environment prioritizing order fulfillment.
Second, knowledge asymmetry plays a major role. A 2022 study published in the International Journal of Hospitality Management found that servers often lack an understanding of kitchen operations, leading to miscommunication on order accuracy and timing. Meanwhile, the BOH staff may have limited understanding of service nuances and guest expectations.
The third notable factor is communication breakdown. Ineffective communication between FOH and BOH leads to misunderstandings and frustration. Orders are inaccurate, service delays occur, and the blame game erupts.
Cross-Training as a Mitigation Strategy
A recent anecdotal observation, echoed within the industry, highlights the potential of cross-training as a powerful solution.
One operator noted, “The one restaurant where we avoided this problem, we cross-trained all employees so they could perform any task within reason, and everyone worked at least one shift outside their normal role. It made for better teamwork and understanding. Everything was more relatable.”
Building Bridges Between the Front and Back of House
Cross-training offers the firsthand experience of living in each other’s shoes. Because the FOH and BOH typically cannot physically see what the other one does, exposing staff to both sides of the operation benefits restaurant management in numerous ways.
Cross-training increases empathy. Generally, the FOH gains a deeper appreciation for the BOH’s role. They see the factors the BOH is always up against including prep, dishes, orders, and maintaining a sanitary environment. Conversely, BOH staff gain firsthand knowledge of both reasonable and unreasonable guest expectations, and the intricacies of service delivery.
Cross-training improves communication. Shared experiences create a common language. After gaining empathy and understanding into the nuances of the BOH, servers can articulate specific needs and concerns while taking kitchen constraints into account. On the other hand, chefs can explain potential delays or menu limitations with the context servers need to navigate tricky customer situations.
Cross-training makes problem-solving easier. With greater empathy and better communication, trust is formed. Cross-trained staff possess a big picture view of the operation, allowing them to anticipate and proactively address potential issues. Servers may identify potential bottlenecks in the kitchen, while cooks can offer solutions for expediting service based on order patterns. It’s a win-win for everyone.
After cross-training, when faced with challenges, both FOH and BOH staff are now able to recognize each others’ responsibilities and contributions to the common goal of delivering exceptional guest experiences.
Strengthening Operational Resilience
We know that cross-training in restaurants is not an easy task. But it is a worthwhile one. Having the FOH and BOH cross-train benefits the company and individuals in further ways aside from promoting group harmony. For instance, your employees become more well-rounded. They gain new perspectives while diversifying their skill set.
By the same token, individuals working towards leadership positions gain a holistic understanding of the business. From a big-picture perspective, the restaurant will feel more unified. And should a staffing emergency occur, it’s always useful to have more capable hands on deck to thwart disaster.
A Driver of Service Excellence
The positive impact cross-training can have on guest satisfaction and operational efficiency is clear. Building strong relationships between FOH and BOH staff creates a collaborative spirit, leading to a culture of mutual respect and shared responsibility for the success of the establishment. As one industry veteran commented, “When we have understanding, we have a team. When we have a team, we have something special.”
