When problems arise in hotels resorts and other accommodation knowing which person you can report it to means understanding the areas in the FOH of an accommodation.
The front of house, is often abbreviated as FOH, being the collective term for all areas and staff within a hotel that directly interact with guests.
It's the welcoming face or area of the establishment, setting the tone for the entire guest experience.
The Key areas of the front house include:
- The Lobby: The central hub of the hotel, where guests often arrive and depart. It's typically staffed by a concierge, receptionists, and bellhops.
- The Guest Rooms: While the interior of a guest room is technically considered the ‘back of house’, the guest experience within it is considered front of house. This includes room service, housekeeping, and any guest-facing amenities like in-room technology.
- Food and Beverage Outlets: The restaurants, bars, lounges, and room service fall under the front of house umbrella. Staff such as waiters, bartenders, and hosts are crucial in delivering exceptional dining experiences. These are all front of house staff.
- Public Areas: These areas encompass spaces like the pool, spa, fitness centre, play areas, and business centres. The staff in these areas, such as pool attendants, spa receptionists, and fitness instructors, also directly interact with guests.
- Guest Services: This department handles guest inquiries, complaints, and requests. They are often the first point of contact for resolving issues and most accommodations will have an office with guest services readily available.
- Creating a warm welcome: The FOH team is responsible for greeting guests with enthusiasm and making them feel valued, and comfortable.
- Providing excellent service: Anticipating every guest needs, addressing requests promptly, and exceeding expectations are the key responsibilities.
- Managing guest relations: Resolving complaints effectively and promptly thus maintaining positive guest interactions are essential.
- Selling hotel amenities: Promoting additional services and facilities, such as spa treatments or room upgrades, can contribute to revenue. Examples are time share and points systems.
- Enhancing the guest experience: The FOH team plays a pivotal role in creating memorable stays through personalized attention and attention to detail.
With accommodations delivering exceptional service and creating a welcoming atmosphere, the front house team will significantly impact a hotel's reputation and guest satisfaction.
