In the fast-paced world of the restaurant industry, there's an age-old saying: "The customer is always right." This principle has been the cornerstone of the hospitality business for decades. However, in recent years, it seems that the industry has been facing a crisis in maintaining the level of customer service that we all used to hold to such a high standard.
Enter ROI Restaurant Consulting, a company that has been keeping a watchful eye on the trends in the restaurant business. What they've observed is a significant shift in focus, one that has left the Front of House (FOH) staff, including servers, hosts, bartenders, and bussers, with minimal experience and even less training.
For years, the Back of House (BOH) has taken the limelight, often being the central attraction on popular TV shows like Top Chef and Hell's Kitchen. Chefs have become celebrities, and the art of crafting culinary masterpieces has been celebrated. This spotlight on the BOH has certainly elevated the culinary industry, pushing the boundaries of gastronomy and inspiring countless aspiring chefs.
However, the unintended consequence of this spotlight has been the neglect of the FOH. The very individuals responsible for delivering the customer experience have been left in the shadows. The role of servers, hosts, and bartenders, once esteemed positions in the industry, has been marginalized.
One of the key issues is the lack of training and experience among FOH staff. With minimal investment in their development, these employees are often unprepared to provide the level of service that customers have come to expect. Many restaurant-goers have likely encountered servers who lack the knowledge to explain the menu or bartenders who can't recommend a suitable cocktail.
So, where did the days of concentrated guest-first service go? What happened to the experience of dining out being not just about the food but the entire ambiance and service? The decline of FOH training has left a void in the industry, with the customer experience suffering as a result.
The question now becomes: Who is going to step up and lead the charge to bring back the exceptional service we once cherished? It's evident that the industry needs a shift in focus. Investing in FOH training is paramount to rekindling the spirit of hospitality.
ROI Restaurant Consulting recognizes the urgency of this situation and is determined to bring about change. By emphasizing FOH training and highlighting the importance of exceptional service, they aim to bridge the gap that has emerged in the restaurant industry. They understand that, in the end, it's the FOH staff who interact directly with the customers and shape their dining experience.
In conclusion, the decline of FOH training in the restaurant industry has been a concerning trend. While the BOH has rightfully gained recognition for culinary expertise, it's time to refocus on the hospitality aspect of dining. It's time to remember that the customer is at the heart of the restaurant business, and great customer service should never be sacrificed. ROI Restaurant Consulting is among those who are working to revive the art of hospitality, and it's up to the industry as a whole to follow suit and ensure that the days of concentrated guest-first service make a triumphant return.