The Back of House in Accommodations: The Unsung Heroes Getting on with It.

[Staff Writer]

As you may have read in this Hotel Forum accommodations often refer to the term front of house and back of house. Here we will explain what Back of House entails

The back of house (BOH), in contrast to the front of house, encompasses all areas and staff that operate behind the scenes to ensure a smooth hotel experience. These are all crucial staff necessary for an establishment to run smoothly.

While guests rarely interact with these departments, their work is essential to the hotel's success, and these staff will quietly work in designated areas.

Key areas of the back house include:

• The Kitchen and Culinary Team: This department is responsible for preparing and cooking food for guests. It includes the chefs, cooks, dishwashers, supply chains, and kitchen porters.
• The Housekeeping: We all know accommodations have housekeeping staff. The housekeeping department maintains the cleanliness of all guest rooms, public areas, and back-of-house spaces. It includes housekeepers, laundry staff, and public area cleaners.
• Engineering and Maintenance: This department is often on call and handles repairs, maintenance, and technical issues throughout the hotel. It includes engineers, plumbers, electricians, and HVAC technicians.
• The Laundry: While often considered part of housekeeping, the laundry department can be a separate entity handling the cleaning and pressing of linens and guest laundry. Sometimes bulk laundry is outsourced to qualified laundromats.
• The Security: These necessary staff ensure the safety of guests and staff is the primary role of the security team. It includes security guards, surveillance operators, and loss prevention officers. Today many hotels have CCTV as additional security measures.
• Administrative and Support Staff: This category encompasses various departments that support the hotel's operations, including accounting, human resources, sales and marketing, and reservations.

The role of the back house is crucial for:

• Operational Efficiency: The BOH ensures smooth running of the hotel through efficient processes and maintenance of these staff.
• Guest Satisfaction: The quality of food, cleanliness of rooms, and overall comfort of the hotel depend heavily on the BOH skills and qualifications.
• Cost Control: By managing all resources effectively, building maintenance and resolving issues promptly the BOH contributes to the hotel's profitability.
• Safety and Security: Protecting the guests, staff, and the hotel's assets is always a primary responsibility.
• Support for Front of House: The BOH provides essential support to the FOH, enabling them to deliver exceptional guest experiences. The FOH and BOH will constantly be in communication in order to resolve any problems.

While often overlooked, the back of house teams is the backbone of any successful hotel.

Their hard work and dedication in the background, ensure guests have a comfortable and enjoyable stay.