The dichotomy between the front office and the back kitchen can be said to be a never-ending dilemma facing the catering industry**. The two have different scope of work and sharing of duties in the restaurant, so they do not have the same understanding of operational skills and work. As a result, both sides tend to stand in their own position to see the problem, but precisely ignore the feelings of the other side. The following is my knowledge about how to manage the front office and back kitchen of the restaurant, welcome to read.
Mutual incomprehension
In other words, chefs are craftsmen. They take an indescribable pride in the dishes they create, and every chef is an "artist" who sees every dish they create as a "work of art". They are more interested in their own philosophy and sensibility as chefs than in the demands of their customers. On the contrary, front-of-house waiters do not understand the hard work and value of back-of-house chefs. Because they don't understand the time, labor, and emotion a chef puts into making a dish, they are more likely to ignore the chef's mood under the guise of how the customer wants it.
If this behavior occurs again and again, the chef will think: "That kid can't even make a decent dish, but he runs here to talk about it ......" and then break out in dissatisfaction because of belittling each other. On the other hand, the former will also "return the favor", with "an old codger who knows nothing but cooking ......" attitude of contempt or fool the kitchen. For customers to eat in the store, who would like to patronize this kind of front hall and back of the kitchen between each other tilting, fighting in the dark restaurant?
How can we bridge this gap? What does a customer mean to a restaurant? Customers are the gods who come to your store to taste the food. Kitchen or not, the front hall also, the purpose of the work of all people is to provide customers with satisfactory service, if the dispute between the two sides of the sharp position, each other, that is, the work of the other side does not understand each other, and each other can not **** enjoy the information. This is why the larger the catering scale of the store, the more intense the antagonism between the front hall and the back of the kitchen.
As a front office waiter, are you familiar with the store's menu? Whether to understand each dish from the raw materials, cooking methods, cooking steps to the official table until the time invested and how to flavor and other knowledge? If you know, in the back of the kitchen is very busy, in order to avoid customers to focus on the selection of dishes to do up the time-consuming and laborious, can you skillfully try to guide customers to choose some relatively simple dishes, or through the details of the cooperation to reduce the pressure of the kitchen work? If you can according to the kitchen. If you can make a timely explanation and feedback to the customer according to the situation, such as "your point of view × × dishes may take 15 minutes to do well, you do not mind it ......", you can make the customer complaint rate greatly reduced.
The chef's cold shoulder can be frustrating
On the other hand, the back-of-the-house staff never knows what the customer is saying to the front-of-house waiter. When the dining customer complains "this dish how so cold" "this dish taste so salty, is it want me to get high blood pressure", obviously not their own cooking, but face to face for customers to provide direct service to the front of the waiter but often by some customers seemingly unintentional The accusation is not easy to hear. The accusation has been the heart of the upset, plus some customers will be proposed to change the dish or request in the x dish does not add x x ingredients ...... front hall waiter to the kitchen to convey some customer requirements, if then by the kitchen of the cold, the heart is very easy to be hurt.
First of all, it's important to *** enjoy information between the front of house and the back of house. When training front-of-house servers, it is recommended that knowledge of the dishes on the menu be included in the training. In addition, you can also use the morning meeting time, so that the back of the kitchen to send people to explain the content of the daily recommended dishes, at the same time, you can introduce the internal staff short-term back of the kitchen experience system, so that the front office waiters into the back of the kitchen in batches of time to engage in dishwashing cleaning and other work, to strengthen the understanding of the work of the back of the kitchen.
In addition, the limitations of the work of the back of the kitchen staff is in a small space away from the customer. Every day, in addition to cooking, is to organize the menu, it is easy to ignore the presence of customers. Therefore, it is recommended that the back of the kitchen chef regularly walk to the front hall, through direct communication with customers to understand the needs of customers, and from the perspective of the front hall to observe and feel. If it is a casual tea restaurant, when the store is short of manpower, the back kitchen staff can also replace the waiter to serve food and communicate with customers face to face. Often the back kitchen doesn't hear customer complaints, and certainly not compliments. Taking the initiative to create opportunities helps to motivate back-of-the-house staff.
Respect the chef's skills, but don't condone them
The back of the house should also be aware of restaurant budgets, performance, operational efficiency, and other data related to the operation of the restaurant, as well as questionnaires and surveys reflecting the voice of the customer. In addition, when the store holds a meeting on the topic of improving the quality of front-of-house service and hospitality, back-of-house staff should be invited to attend. As a part of the restaurant, the back of the kitchen to cultivate the store marketing, soliciting customers, service and hospitality and other sense of responsibility.
Non-chef restaurant operators and store managers are prone to make a mistake, that is, condoning the back of the kitchen. For them, the back of the kitchen chef master they do not have the professional skills, so these people can not afford to offend. As a result, the restaurant becomes the back-of-the-house chef's domain. Assuming that the head chef of your store in the back of the kitchen drink "this work you can do it ......" ask how the waiter working in this kind of store to the back of the kitchen people to convey the voice of the customer?
While it's important to respect the opinions of chefs who are skilled cooks, they can't continue to be allowed to do whatever they want if those opinions ignore their customers. No company wants to hire someone who violates its values and core beliefs, or its rules and regulations, even if they are a skilled chef.