Fostering Teamwork – And Disarming Angry Chefs
Reflections of A Relunctant Pub Landlady
Introduction
Fostering teamwork in any business is crucial. Working in a pub or restaurant, the harmony between the front of house (FOH) and back of house (BOH) teams makes the difference between a great shift and a terrible one. These two groups may work in different spaces, but they are both essential parts of the customer experience. However, tensions can sometimes arise between FOH and BOH, leading to communication breakdowns and conflicts. Understanding these dynamics and fostering a culture of teamwork can make a significant difference in the success of a hospitality venue.
The Importance of Fostering Teamwork
When FOH and BOH are aligned, everything runs smoothly. The kitchen produces dishes that delight customers, and the FOH team delivers those dishes with a smile. This in turn creates a seamless experience. However, when there’s a disconnect between these teams, it can lead to mistakes, delays, and frustration on both sides. A server might bring back a dish that a customer found unsatisfactory, only to be met with exasperation from a stressed-out chef. Or a chef might feel overwhelmed by a sudden influx of orders and lash out when servers ask for updates. Servers on the other hand can input an order wrong or even worse, forget to input it at all!
These tensions can escalate quickly if not managed properly. When FOH and BOH teams are not on the same page, it not only impacts the staff but customers and, ultimately, the bottom line. The atmosphere becomes tense, and that energy can spill over into the dining area, affecting the mood of the patrons.
A Cautionary Tale: When Tensions Boil Over
To illustrate just how critical it is to maintain a collaborative atmosphere, here’s what happened in one night in one of my pubs
In this particular pub, the chef was a mild-mannered individual, who was a quiet, shy introvert. It was a slow night, so there wasn’t much pressure on either the kitchen or the front of house staff. But as the night progressed, one of the young waiters began to repeatedly enter the kitchen, asking questions that seemed to aggravate the chef. The first few times, the chef responded calmly, but the waiter’s constant interruptions began to wear on him.
What started as mild annoyance grew into something much darker. After several more visits from the waiter, the chef snapped. Without warning, he placed a knife on the counter and, when the waiter entered the kitchen again, he grabbed it and threatened him. The situation escalated quickly, and what could have been a minor dispute turned into a police incident. Luckily, nobody got hurt but the team were gob-smacked and unnerved. The next day, out on bail, he packed his bags and left the venue, never to be heard of again.
This story is an extreme example, but it underscores the importance of managing tensions before they reach a boiling point. What might have been resolved with a conversation or a moment to cool down instead became a situation that endangered both the staff and the reputation of the venue.
How to Foster Teamwork Between FOH and BOH
Preventing these types of conflicts starts with creating a culture where FOH and BOH teams respect each other’s roles. They must work together to achieve the common goal of providing excellent service. Here are some strategies to help keep everyone on the same page:
- Communication is Key: Establish clear lines of communication between the FOH and BOH teams. Regular briefings before service can help both sides understand the evening’s expectations, any special requests, and potential challenges.
- Empathy and Understanding: Encourage staff to appreciate the pressures that each side faces. FOH should understand the intensity of working in a kitchen, while BOH should recognise the demands of dealing with customers directly. A bit of empathy can go a long way in reducing friction.
- Conflict Resolution Training: Equip your team with the skills to handle conflicts professionally and calmly. This includes techniques for de-escalating tense situations . They should understand when to step back and cool down before addressing an issue.
- Team Building Activities: Organise events that bring FOH and BOH teams together outside of work. Shared experiences can help build bonds and break down any ‘us vs. them’ mentality.
- Lead by Example: As a manager or owner, set the tone for how communication and conflict resolution should be handled. Show respect to all team members and they will follow suit.
Conclusion
The harmony between front of house and back of house teams is the backbone of a successful restaurant or pub. While it’s natural for tensions to arise, it’s essential to address them early and promote a culture of teamwork and mutual respect. By doing so, you create a positive environment for both staff and customers, ensuring that everyone leaves the venue with a smile on their face—something that benefits both the team and the business as a whole.
Want to read more of my experiences as a Reluctant Pub Landlady – Click here to discover more blogs.
Are your team-members feeling stressed – Refer them to The Burnt Chef project for help with their mental health.
