The first contact between a F&B outlet and a guest is the front of house (FOH) and it sets the tone for the upcoming entire dining experience. Yet, traditional restaurant FOH operations are often slow, unorganized, with either miscommunication between associates and guests or the former not communicating to the latter appropriately. An ineffective FOH can affect guest satisfaction, limit table turnover and also impact overall revenue.
Bhupender Nath, founder and managing director of Dubai’s Passion F&B, which owns the upscale Tresind restaurants in Dubai, Kuwait and India, explains how FOH operations in F&B outlets can be optimized to have better guest engagements, decrease wait times, optimize table management and also reduce dropouts.
How can managing restaurant table capacity help F&B outlets in reducing customer waiting times without investing on space expansion?
Managing restaurant table capacity is crucial not just from a guest’s experience point of view, but also to optimize turnover. The ideal way to manage it is to have seating slots through the meal period. This has to be gently communicated to guests at the time of making the reservation. The idea is to treat it like a theatre experience, with different show timings so that the diner doesn’t have to wait.
How can F&B outlets achieve this by ensuring that servers assign seats strategically?
Based on the time taken for the designed dining experience, the restaurant must divide the meal period into different types of seating arrangements. The team must be well trained to communicate with the guests about the timings of the seating at the time of making the reservation. This is most critical in achieving the goal.