What Are Front of House Skills and How Can You Develop Them for a Successful Hospitality Career?

Mastering front of house (FOH) skills is essential for securing and excelling in customer-facing roles within the hospitality industry. These competencies, which range from advanced customer service to effective point-of-sale system operation, directly impact guest satisfaction and an establishment's reputation. This guide details the key FOH skills, provides actionable strategies for improvement, and explains how to showcase them on your CV and in interviews to advance your career.

What Are Front of House Skills?

Front of house skills (FOH) are the specific abilities, traits, and knowledge required by staff who interact directly with guests in establishments like restaurants, hotels, cafes, and bars. These roles include waiters, bartenders, hosts, and front of house managers. The "front of house" encompasses all guest-accessible areas, such as the dining room, bar, and entryway. This is distinct from the back of house (BOH), which includes the kitchen and administrative areas where staff like chefs and dishwashers operate with limited customer contact. Understanding this distinction is the first step in focusing on the right skill set for FOH success.

What Are the Most Important Front of House Skills to Master?

To provide exceptional service, FOH staff should cultivate a blend of interpersonal and technical skills. Key competencies include:

• Customer Service: This is the cornerstone of FOH work. It involves maintaining a professional and patient demeanor to ensure guests feel appreciated. A 'customer-first' approach is critical, prioritizing guest needs to create a positive experience.
• Point of Sale (POS) Skills: A Point of Sale (POS) system is the software and hardware used to process customer transactions. Proficiency with various POS systems, whether tablet-based or traditional terminals, is a valuable technical skill that improves order accuracy and efficiency.
• Guest Service: While often used interchangeably with customer service, guest service specifically refers to hospitality-oriented, non-transactional interactions. Examples include greeting guests, taking coats, or offering complimentary water—actions that build rapport without a direct charge.
• Coordination and Multitasking: FOH staff often juggle multiple tasks, such as serving several tables simultaneously while responding to new requests. Effective coordination and a good memory are vital to ensuring no guest is neglected.
• Teamwork and Communication: Service is a team effort. Clear communication between FOH roles (e.g., host, server, sommelier) and with BOH staff (e.g., chefs) is essential for relaying orders accurately and ensuring smooth operations.

How Can You Improve Your Front of House Skills?

Developing these skills is an ongoing process. Based on our assessment experience, a structured approach yields the best results:

1. Conduct a Skills Audit. Start by comparing your current abilities against a standard list of FOH skills. Categorize them into strengths, areas for development, and skills you lack. This honest assessment provides a clear roadmap for improvement.
2. Pursue Targeted Learning. For technical skills like POS operation, seek out online tutorials or training modules. For soft skills like communication, deliberate practice is key. Role-play scenarios with colleagues to practise giving clear, concise instructions and actively listening to guest requests.
3. Actively Seek Feedback. Regularly ask for constructive feedback from both supervisors and experienced colleagues. Additionally, pay close attention to customer feedback forms and online reviews. This information is invaluable for understanding your performance from multiple perspectives and identifying specific areas for refinement.

How Do You Highlight FOH Skills on a Job Application?

Effectively presenting your skills can make your application stand out:

• On Your CV: Create a dedicated "Skills" section listing relevant FOH competencies. Tailor this list to match the keywords and requirements mentioned in the job description for each role you apply for.
• In Your Cover Letter: Instead of just listing skills, provide a brief example. For instance, you could write, "In my previous role, my ability to multitask allowed me to efficiently manage a section of 10 tables during peak hours, leading to a 15% increase in positive guest feedback."
• During the Interview: Prepare to discuss your skills using the STAR method (Situation, Task, Action, Result). When asked about your strengths, describe a specific situation where your coordination or customer service skills directly resolved a problem or enhanced a guest's experience.

To build a successful career in hospitality, focus on developing a strong foundation in core FOH skills. Begin with a personal skills audit, create a plan for targeted learning, and learn to articulate your abilities with concrete examples throughout the job application process. Consistently improving these competencies will not only help you land the job but also excel in it.