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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
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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Slide 2
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:
1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA.
2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA.
3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way.
4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged.
Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty.
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: copyrights@tea.state.tx.us.
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Copyright © Texas Education Agency, 2013. All rights reserved.
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
Definition
Employees
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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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Slide 4
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.
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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Slide 5
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
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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Slide 6
Front of the House
How to Staff the Front of the House - Restaurant Business(click on link)
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Copyright © Texas Education Agency, 2013. All rights reserved.
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
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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Slide 7
Leadership
Skills
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Copyright © Texas Education Agency, 2013. All rights reserved.
Leaders inspire and motivate employees in the workplace.
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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Slide 8
Skills
• Direction
• Lead dependably
• Encourage others
• Inspire others
• Coach
• Expect change
• Nurture teamwork
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Copyright © Texas Education Agency, 2013. All rights reserved.
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
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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Slide 9
Teamwork
Skills
Work Stations
Conflict Resolution
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Copyright © Texas Education Agency, 2013. All rights reserved.
Teamwork is part of every job but much more so in the food industry.
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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Slide 10
Skills
• Communication• Verbal
• Nonverbal
• Positive attitude
• Respect
• Empathy
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Copyright © Texas Education Agency, 2013. All rights reserved.
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
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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Slide 11
Work Stations
Beverage Station
• Cold beverages
• Hot beverages
Service Station
• Dishes
• Glasses
• Eating utensils
• Water
• Bread
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Copyright © Texas Education Agency, 2013. All rights reserved.
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.
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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Slide 12
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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Copyright © Texas Education Agency, 2013. All rights reserved.
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
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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Slide 13
Conflict Resolution
• Disputes
• Negotiation
• Focus on problem
• Advise the manager
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Copyright © Texas Education Agency, 2013. All rights reserved.
• 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.
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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Slide 14
14Questions?
Copyright © Texas Education Agency, 2013. All rights reserved.
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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Slide 15
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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Copyright © Texas Education Agency, 2013. All rights reserved.
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