Front of House Operations

Front of House (FOH) overview

The front of house is everything guests interact with directly: the dining room, bar, reception, entrance. Well-managed FOH creates the first impression and shapes the entire guest experience.

Opening procedures

Before service begins:

1. Inspect the floor — all tables properly set, chairs clean, floors swept.
2. Review reservations — check the booking system, run a briefing with table assignments and special requests.
3. Check the menu — printed menus are clean and current. Brief staff on specials and the stop list.
4. Verify equipment — POS terminals, printers, and payment devices are working.
5. Stock workstations — top up condiments, napkins, utensils, and glassware.
6. Run a pre-shift briefing — brief staff on reservations, specials, and key notes.

Service standards

Greeting guests

• Greet guests within 30 seconds of arrival.
• Warm greeting: “Good evening, welcome to [venue name]. Do you have a reservation?”
• If there’s a wait — be honest about the time and offer an alternative (e.g., wait at the bar).

Table service

• Take orders accurately, clarify dietary requirements and allergies.
• Serve food and drinks on time and in the correct sequence.
• Check back with the guest within 2 minutes of serving a dish.
• Clear empty plates and glasses promptly, without being intrusive.

Handling complaints

1. Listen without interrupting.
2. Apologize sincerely — even if it wasn’t your fault.
3. Offer a solution: replacement dish, refund, or discount.
4. Involve a manager if needed.
5. Confirm the guest is satisfied before stepping away.

Closing procedures

1. Reset tables — clear and re-set for the next service.
2. Clean the floor — sweep/mop, wipe all surfaces.
3. Close out the register — reconcile the POS and count cash.
4. Complete documentation — log incidents and maintenance notes.
5. Secure the venue — lock all entrances, activate security.