Front & Back of House Operations
Front of House & Back of House
Every hospitality and catering establishment is divided into two main areas: front of house and back of house. Front of house covers everything the customer experiences directly — reception desks, dining rooms, counter service areas, and bars. Back of house is where the food is prepared, stored, and managed behind the scenes. Both areas must work together smoothly to deliver a positive customer experience.
Front of house includes reception, seating areas, counter service, and the bar. Back of house includes the kitchen, storage, wash areas, and staff changing rooms.
Workflow of the Front of House
The front of house workflow ensures customers are greeted, seated, served, and billed efficiently. In a restaurant, this typically follows a clear sequence: the customer arrives at reception, is shown to their table, receives menus, places an order, is served food and drinks, and finally pays the bill. Each stage must run smoothly to avoid delays and complaints.
Different front of house areas serve different purposes. The reception is the first point of contact — it sets the tone for the whole visit. The seating area is where customers eat, and it must be clean, well-laid, and comfortable. Counter service areas are used in cafeterias and fast food outlets where customers collect food themselves. The bar serves drinks and may also be a waiting area before meals.
Workflow of the Catering Kitchen
The kitchen workflow follows a logical sequence designed to maintain food safety and efficiency. The WJEC specification identifies seven key areas within a catering kitchen:
1. Delivery area — where raw ingredients and supplies arrive. Deliveries are checked against order forms for quality and quantity. 2. Staffing area — where staff change into uniforms and store personal belongings. 3. Wash area — for washing hands and sanitising before entering the kitchen. 4. Storage area — dry stores, fridges, and freezers, each kept at correct temperatures. 5. Preparation and cooking area — where food is prepared and cooked, the largest and busiest part of the kitchen. 6. Serving area (the pass) — where finished dishes are checked and handed to waiting staff. 7. Washing/cleaning area — where used equipment and crockery are cleaned and sanitised.
Equipment and Materials
A professional catering kitchen uses a wide range of equipment. The specification divides this into three categories:
Large equipment includes conventional ovens, glass chillers, floor-standing food mixers, deep fat fryers, hot water urns, walk-in fridge-freezers, standing bain marie units, steamers, pass-through dishwashers, glass washers, and hot plates. These are expensive to buy and maintain, so they must be used correctly and kept in good working order.
Small equipment covers utensils such as knives, chopping boards (colour-coded for food safety), pans, whisks, thermometers, and measuring jugs. Materials for cleaning include sanitisers, cloths, mops, and anti-bacterial sprays. A first aid kit and safety materials (fire blankets, fire extinguishers) must also be available at all times.
Kitchen equipment falls into three groups: large equipment (ovens, fryers, walk-in fridges), small equipment (utensils, thermometers), and cleaning/safety materials (sanitisers, first aid kit, fire blankets).
Documentation and Administration
Running a catering kitchen requires careful paperwork. The specification identifies several key documents:
Stock controlling systems track what ingredients are in storage and when they need reordering. Ordering documents are sent to suppliers to request new stock. Delivery notes arrive with each delivery and are checked against the order to confirm the correct items and quantities have been received. Invoices are bills from suppliers that must be checked and paid. Food safety documentation includes temperature logs, cleaning schedules, and allergen records. Health and safety documentation covers risk assessments, accident forms, and COSHH records.
Accurate documentation protects the business in several ways. If a customer becomes ill, food safety records can show that correct procedures were followed. Stock control prevents waste and reduces costs. Delivery notes and invoices ensure the business only pays for what it actually received. During an Environmental Health Officer inspection, well-kept records demonstrate legal compliance and can help avoid prosecution or closure.
Dress Code
Dress codes differ between front and back of house. Front of house staff typically wear smart, clean uniforms that reflect the establishment’s brand — this might be a shirt and tie in a fine-dining restaurant or a branded polo shirt in a casual café. Hair should be neat and jewellery minimal. The aim is to look professional and create a positive first impression.
Back of house staff wear protective clothing for hygiene and safety. This includes chef’s whites (jacket, trousers, and apron), a chef’s hat or hairnet to prevent hair falling into food, non-slip safety shoes, and blue plasters if they have cuts (blue so they are visible if they fall into food). Jewellery and nail varnish are not allowed in the kitchen because they could contaminate food.