FRONT OF HOUSE
Front of House (FOH) refers to the area of a business that involves customer interaction and services. Front of house roles are customer-facing positions that play a crucial role in creating a positive experience for guests. These roles are primarily focused on providing excellent service and ensuring customer satisfaction.
Ultimately, working in a front of house role can be fulfilling for those who enjoy engaging with people, providing exceptional service, and thrive in dynamic environments. It can also serve as a stepping stone for those interested in advancing their careers within the hospitality industry. Our Mentor, Flo Pearce provides some great insights, answers and knowledge all about Front of House.
How Flo got to where she is today
The start of Flo’s career is a unique one, with studying opera singing at university before dropping out and joining a band as lead singer, she didn’t think running a pub would be her future career. As a singer, she spent a lot of her time performing in pubs locally and across the country, but when she met Joe she was introduced to the other side of the hospitality industry.
She’s been running The Tollemache Arms with her partner Joe Buckley for many years now, managing the business and front of house staff. She focuses on training up her team and growing them and their careers in the hospitality industry.
In 2022, Flo and Joe won Best Training Programme: Individual Operator at the BII’s National Innovation in Training Awards (NITAs), and then took home the Licensee of the Year Award in 2023. They have built up their pub, investing in their team, their sustainability practices and general business practice.
Flo is now a great advocate for the industry, starting her own Women in Hospitality networking events to discuss the importance of women in the industry and making sure they have a voice. With her experience and passion for the industry, Flo is not only a mentor for the staff in her pub, but also in the wider sector and Workforce.
Have a question for Flo?
No matter how small the question, Flo is here to answer anything about front-of-house roles.
How to Succeed In Front-of-House
What qualifications or certifications are needed for front of house roles?
Front of House is a role that can be done without qualifications or certifications. While these can be helpful for progressing your career, front of house roles are mostly focused on the individuals communication and customer service skills.
While jobs provide hands on training in your front of house role, taking extra training alongside your work can be beneficial to improving your skills. Courses such as your Drugs Awareness for Hospitality Staff or Alcohol Awareness training can help you stand out. For more of our courses, you can visit our training page.
Qualifications that can be beneficial to those pursuing a front of house role are a Certificate in General Food and Beverage Service or Hospitality Services.
If you are wishing to progress in your front of house role and move up the career ladder, some handy courses that can help include:
- Award for Personal License Holder (APLH) allows you to apply for your personal license in your local area, while enables you to supervise the sale of alcohol.
- Level 3 Premises Supervisors training equips individuals with the knowledge related to good practices and legal requirements of a designated premises supervisor in pub hospitality.
What skills are essential for front of house roles?
Front of house, because of the nature of the role, require many personal skills in order to be successful. Among the long list, a few of the key ones are:
Communication: Your interpersonal skills are one of the top skills needed to for a successful front of house career. Not only does this help with customers, keeping them happy and relaying information to them, it allows for great internal relationships between staff to keep the place running efficiently and effectively.
Maintaining a positive attitude: Everyone has their bad days, but for front of house, where you are the first person someone sees when walking into the premises, you can make or break their experience. Any front of house worker should able to maintain a friendly and helpful demeanour with customers despite the day.
Effective de-escalation: De-escalation doesn’t just apply to those stopping a fight, it can also refer to addressing concerns from customers who might be frustrated. In a business where you can find people under the influence of alcohol, it can be good to have de-escalation skills to help manage concerning situations. If you want some extra de-escalation tips, you can find them in our blog: De-escalation Techniques For Work.
Multitasking and Attention to Detail: Hospitality, as it has always been, is a fast-face environment with lots of moving parts. Being able to manage these all will help you in your front of house role. With multiple orders bring thrown at you, to various jobs around the bar, being able to also spot what needs doing or what small mistakes might be about to happen can help you stand out as someone able to keep up with the pace and provide excellent service.
What are the most common front of house positions in a pub?
There are many front of house positions that you can find in hospitality. Not every pub has each one, some you may find have a specific role for each, or some share responsibilities; but the common that you will find are:
Bartenders: The most common role in pub hospitality, especially front of house. They are responsible for the bar and every drink that a customer orders. They are responsible for mixing and preparing drinks. Bartenders usually have many usual recipes in their memories to be able to be quick with their serves, as well as pours being muscle memory to keep things moving quickly. Good bartenders also are very knowledgeable about the drinks they serve, being able to provide detailed recommendations based on the customer’s tastes.
Hosts: Should a pub have a big enough restaurant attached, you may find them having a host. These are the first point of contact for people, in charge of managing reservations and waiting areas, as well as seating the guests and ensuring their experience runs smoothly.
Servers: Servers aren’t found in every pub, but very common in those that are serving food. They are responsible for being the point of call for customers who choose to dine with the pub, as well as keeping track of orders across the pub.
Bussers: Usually found in a busy pub or bar with high turnover, or as a first job to gain some experience, the bussers are set to maintain and cleaning the tables across the bar, cleaning messes, and bringing glasses back to the bar for washing.
Barbacks: Mostly found in places with high turnovers, otherwise these go hand in hand with the bartender, the barbacks are responsible for restocking supplies behind the bar, keeping the bar and surrounding space clean, while also providing support to the bartender in busy periods.
Front of House Managers: There are varying levels of management in some businesses, once again depending on the level of trade the pub goes through in a day. Front of house managers are responsible for the day-to-day operations of the pub while being able to provide exceptional customer service skills and support to all staff.
General Managers: While the front of house manager and general manager can sometimes go hand in hand, the General Manager is more focused on managing the front of house team as well as the back of house team so that each group worked harmoniously.
What does a typical day look like for front of house staff in a pub?
Every day is different in hospitality as everything is very customer based, and depends on those who walk through the door, especially for front of house.
At the start of the day in a pub, the staff are responsible for set up. This might be double checking that everything is stocked from the night before, putting chairs down from tables across the pub or helping with a stock order that has come before opening.
Once doors are open, the front of house staff will be talking with customers and taking orders at the bar or in the restaurant, depending on the venue. Throughout the day, the staff will need to keep the pub in compliance with the law by serving alcohol to the right people, or keeping a safe environment for the customers.
If an event is being held, the staff will be responsible for helping set up the pub for the event, whether it be making bigger tables for a quiz night, or moving tables away from a specific space to allow for a band performance on an open mic night.
Throughout the day, staff will be collecting and washing glasses to continue reusing throughout the day and maintaining a clean venue through toilet cleanliness checks, cleaning tables, etc.
When the day gets on, and the pub has their last calls for drinks, the staff are responsible for cleaning and resetting for the next day, as well as complying by time laws regarding the sale of alcohol, this might mean that staff have to ask customers to leave to allow the pub to close.
While the bar get quiet, now is the time for resetting for the next day. This might include adding more toilet roll to the bathrooms, cleaning the beer taps, restocking fridges or deep cleaning the drip trays. General manager would use this time to count the tills, creating a float for the next day and putting the extra tills profit into safe ready to take to the bank.
Each day can change for jobs, and it very much depends on the venue when certain tasks are done, and what extra ones are added.
How can I prepare for a front of house job interview?
Preparing for a front-of-house job interview involves several key steps to ensure you’re confident and well-prepared for the role. You need to demonstrate excellent communication skills, professionalism, and an understanding of customer service.
Research the Pub and Role
Before the interview, take the time to learn about the people in the pub, the local community and what the pub does to involve it’s community, as well as the specific duties associated with the front-of-house position you are going for. This knowledge will allow you to tailor your responses and show that you’re genuinely interested in the job.
Prepare for Common Interview Questions
Front-of-house jobs often require you to handle a variety of situations, so be ready for questions about how you would manage customer complaints, work in a fast-paced environment, or handle difficult customers. Prepare answers that showcase your problem-solving abilities, patience, and ability to remain calm under pressure. Practice situational questions such as, “How would you handle a situation where a customer is dissatisfied with their meal?” or “Can you describe a time when you had to deal with a challenging customer?”
You can find more information about interview questions on our blog: Questions Asked During an Interview
Demonstrate Your Communication Skills
Strong communication skills are crucial for front-of-house positions, as you’ll be interacting with customers, staff, and management. During the interview, ensure you communicate clearly and confidently. Use positive body language, maintain eye contact, and listen attentively. It’s also important to speak about how you’ve communicated effectively in past roles, whether it be in resolving conflicts or coordinating with team members.
Showcase Your Customer Service Skills
In front-of-house roles, providing exceptional customer service is key. Highlight your previous experience in customer-facing roles where you’ve gone above and beyond to meet customer needs. Share examples that demonstrate your ability to provide friendly, professional, and efficient service, while maintaining a positive attitude even in stressful situations.
Dress Appropriately
The way you present yourself is a reflection of your professionalism and suitability for a front-of-house role. Even if the job has a casual dress code, it’s important to show up looking neat, clean, and polished. Opt for smart and professional attire. First impressions matter, especially in a customer service-driven role.
Ask Insightful Questions
At the end of the interview, asking thoughtful questions shows that you’re interested and engaged. Inquire about the pub’s training process, team dynamics, or growth opportunities. This not only demonstrates your interest in the job but also helps you evaluate if the venue is a good fit for you.
By doing your research, practicing responses, and highlighting your strengths in customer service and communication, you can make a strong impression during your front-of-house job interview and increase your chances of landing the position.
How can front of house staff create a welcoming atmosphere and build rapport for customers?
Front-of-house staff play a crucial role in setting the tone for a customer’s experience, and creating a welcoming atmosphere is key to building lasting rapport. A positive first impression can influence whether customers feel valued and comfortable, which is essential for repeat business and word-of-mouth recommendations.
Greet Customers with a Warm, Genuine Welcome
The first interaction a customer has with front-of-house staff sets the tone for their entire experience. A friendly, enthusiastic greeting as soon as they enter the venue—whether it’s a smile, a warm “hello,” or “welcome”—can instantly make them feel at ease.
Provide Personalised Recommendations
When appropriate, offer tailored suggestions based on the customer’s preferences or needs. For instance, if they ask about menu items or services, take the time to guide them thoughtfully. Personalising the experience makes customers feel that the staff is genuinely invested in their satisfaction.
Handle Problems Calmly and Professionally
Inevitably, problems or complaints may arise. The key to building rapport in these moments is to remain calm, listen to the customer’s concern, and find a solution promptly. A customer who feels that their issue is addressed with care and professionalism will likely develop trust in the service and feel more positive about the business overall.
Show Appreciation and Gratitude
Before customers leave, a simple “Thank you for coming!” or “We hope to see you again soon” can leave a lasting positive impression. Sincere appreciation for their time, business, and feedback fosters goodwill and reinforces the feeling that the customer’s presence is valued. If appropriate, offering a small gesture of thanks—like a farewell note or a coupon for a future visit—can further enhance their experience.
Be Consistent and Reliable
Consistency in service is essential for building trust. Customers want to know they can rely on front-of-house staff to provide excellent service every time they visit. Consistently being polite and showing respect helps establish a sense of loyalty and makes customers feel confident that they will receive great service every time they return.
By focusing on these practices, front-of-house staff can create a welcoming, personalised atmosphere that encourages customer loyalty and builds positive relationships. When customers feel respected, heard, and cared for, they’re more likely to return and recommend the venue to others.
How can front of house manage high-pressure situations during busy periods?
Throughout the working day, there is no doubt that there will be some high-pressure situations that can cause someone high stress, but having the tools to get through can make it easier.
Communication: Much like the rest of the job, communication between you and the rest of your team is essential for a successful shift, especially throughout a busy rush. Without communication, the team can be on each other’s toes, doing unnecessary tasks, and eventually can cause hostility between one another rather than support. Communication throughout this type of shift isn’t hard, it just means keeping everyone in the loop with what’s happening and making it known to one another what could be going wrong at any given time so everyone can mitigate risk.
Stay Calm: Easier said than done, but it is the simplest thing you can do. Knowing that the busy time will pass and everything that happens is a reaction to the heightened stress across the team. Keeping calm throughout could be as simple as brushing off the mistakes that you know were mistakes and try to rectify them as best you can, not dwelling on it throughout the rest of the night.
Being quick to action: This doesn’t mean rushing around the venue, running from table to table, being quick to action can just knowing what needs to be done around the room and doing it yourself, if you have the time, not waiting for someone else to spot it as well. This could also mean being quick to notice a mistake you’ve done and taking accountability, or being quick to notice a disgruntled customer before they turn something into a bigger problem.
Where can you progress with a front of house role?
While many people see a Front of House (FOH) role as “just a job,” it is actually one of the fastest paths to high-level management and specialized corporate careers. Because you are the “face” of the business, you develop a skill set—sales, psychology, logistics, and crisis management—that is incredibly valuable.
Here is where a FOH role can take you:
The Vertical Move:
The most traditional route of progression is moving from “doing the work” to “managing the work”. This would more than likely happen within the same pub or company. Examples of vertical moves are:
- Server/Bartender to Shift Supervisor
- Assistant Manager
- General Manager
- Area/Operations Manager
The Specialist Move:
As your gain experience, you might realise you have a talent or love for a specific niche. Examples of these are:
- Sommelier
- Mixologist
- Cask Ale Specialist
Sales and “Head Office” Roles:
Big pub chains need people who understand the floor to run their corporate offices. Example of these roles are:
- Events & Sales Coordinator
- HR & Recruitment
- Marketing & Social Media
