Your front of house team are the first port of call of any customer experience, whether the customer has spoken with someone on the phone, are enquiring or are being served by those facing the guest. Many positions available in front of house teams require a set of personal and excellent customer services skills and positions include from a Porter, Receptionist, Maitre d’, Waiter, Bar Manager, Host, Doorman, General Manager – the list goes on. What is clear is a cross-over in the skills needed to deliver and traditionally, many businesses have recruited front line staff on the basis of personality and good customer service skills.
However, there appears to be a trend towards requiring more multi-skilled staff in these roles to enable greater productivity from all of those in the team so that businesses can adapt to the management of each operation. What has been your view when looking for new front of house team members? Has their been an increase in requests for those that can maximise returns on every area of the business for example, rising costs of food, utilities, managing areas of the business?
There has also been a skills shift within the industry and the use of apprenticeships are to be determined after the recent announcement from Government to review apprenticeships going forward and ‘The Bringing Apprenticeships Back to the Future’ event that was held earlier this month will enable People 1st to coordinate an industry wide response by the Government deadline of 7 September 2012. So watch this space. People 1st (Sector Skills Council) states that:
“Apprenticeships are of growing value to the hospitality sector. Between the 2009-10 financial year and 2010-11 financial year, apprenticeships increased by almost 40 percent, from 21,500 to 29,800, with the number continuing to rise. This period of review is a once in a generation opportunity for employers to mould the framework that will underpin training for a vast proportion of our workforce.”
They also benefit from the experience of working hands on in industry and without the development of these areas could industry be missing a trick in creating the perfect front of house team?
In the mean time the likes of The Edge Hotel School are bringing a new level of learning to the industry with their Hotel training that provides BA(Hons) Hotel Management or a BA(Hons) Culinary Management. The University of Essex along with industry experts such as Stephen Mannock, Wivenhoe House General Manager and a board of industry patrons behind the excellent and innovative foundation welcomes an addition in skills development in hospitality and will help to create the perfect front of house teams for the future of British hospitality.
We continue to work with industry organisations such as The BHA, AA Hotel Services, Springboard and HIT Scotland to ensure that the best stream continues to find out about jobs from you at Caterer.com. To access this pool of talent click here.