FOH refers to all the areas and departments in a hospitality business that face the customers, including the front desk, restaurant, bar, and event spaces.
What is the role of Front of House (FOH) staff in the hospitality industry, and why is it important for guest satisfaction?
Front of House (FOH) staff in the hospitality industry are responsible for providing direct customer service and managing guest interactions in areas such as reception, concierge, guest services, and food and beverage service. They play a crucial role in creating positive first impressions, ensuring smooth operations, and delivering exceptional guest experiences. FOH staff greet guests, assist with inquiries and requests, handle check-ins and check-outs, and maintain a welcoming and professional atmosphere. Their friendly demeanor, efficiency, and attentiveness contribute significantly to guest satisfaction and loyalty.
What qualities and skills are important for Front of House (FOH) staff in the hospitality industry?
Front of House (FOH) staff in the hospitality industry should possess a range of qualities and skills to excel in their roles. These include excellent communication and interpersonal skills to interact effectively with guests and colleagues, a positive attitude and a service-oriented mindset to anticipate and exceed guest expectations, problem-solving abilities to handle various situations and resolve guest issues promptly, and multitasking capabilities to manage multiple tasks and priorities in a fast-paced environment. Additionally, FOH staff should be knowledgeable about the property's offerings, amenities, and services, as well as local attractions and activities, to provide accurate information and recommendations to guests.