FOH – Front-of-house (Servers, Food-runners, Bussers, Bartenders, Managers)
BOH – Back-of-house (Chefs, Cooks, Dishwasher)
All-in – This means every order is in, the Chef can make the last fire and the cooks can begin break-down/clean-up.
Situation:

• Reservation: Party of 6 for 9PM

• Kitchen: Full menu (regular dinner menu) ends at 10

• Arrival: Party arrives at 935PM & incomplete

• Issue: Can FOH get the order, and thus, All-in, by 10

“Where Are We At?”

The restaurant was full and buzzing throughout the night. People were happy, glasses were clinking and no issues to report. A successful night by any barometer. Then we started to slow down near the end of the night. Some servers were cut to begin their side work of folding napkins and cleaning silverware. Hosts and runners began gathering menus and throwing away the ripped or folded ones.

One more table was on the books. It was a party of 6, and they just walked into the doors. When the restaurants cooking, it can be difficult to accommodate late parties. But, when the restaurant is slow, there’s wiggle room to allow things to happen that normally wouldn’t happen. Also, you’re slow. There’s no reason not to accommodate.

As manager, I’m always aware of the time and the parties that are coming in. I see four people sit down, but this is a party of 6. I look at the pass (the place where food is ready to take to the tables) and the Chef is already staring at me to jump into action. He’s VERY keen to the time and wants to ensure the kitchen has plenty of time to break down and get on their way.

*Cooks don’t always get the limelight the servers do / While the servers are smiling and chatting up a table about the night’s specials, cooks are usually standing over a fire with an intensity to get every little thing right - timing being the main culprit of nerves. So when the last call is announced, the kitchen rejoices and begins to clean up. It also takes a couple of hours for a thorough cleaning.

I check in with the server and see how she’s doing. She’s got everything under control she assures me and I carry on ensuring everything else in the restaurant is in order.

The Hourglass Begins

A little while later (5 min) the server comes up to me and lets me know the chef has told her to get the All-in. Things escalated a little quicker than I anticipated. The server’s a bit panicked and says she’s doing her best, but some of their party is still not there. She doesn’t want to be rude.

**Within this dynamic lies the classic, FOH vs BOH. FOH is there to ensure the guests have a good time. BOH is there to deliver knock-out food in a timely fashion. For BOH, it’s sometimes difficult to understand that each guest is different and FOH deals with a lot of emotion – especially in a high-intensity, high-expectation environment – to alter a guest’s experience; such as asking them to hurry and order.

We still had some time (10 min) to get the All-in. I’m a glass half full kind of guy - we can make this. I’ll go speak to the Chef and smooth everything out, I reassure the server.

Showdown

Chef: “Blake, I need the all-in.”

I relax, smile and show the Chef everything going to be OK. Pretty sure this infuriates him, but still, it’s important to remain calm.

Blake: “I understand. We’re working with the table to get it. They’re still waiting on two others and we’ll get it shortly.”

C: “It’s almost ten right now and we need the all-in.”

At this point, I can see the Chef is irritated and I know I still have 10 min.

B: “We’ll get it.”

I reassured the Chef and turned back around to head to the table. Where are we at…

C’mon down to China-Town

They have drinks coming, the other two arrive.

I grab a water pitcher while the server is waiting at the bar to deliver the drinks already ordered. I greet the table and begin filling water glasses.

B: “How’s everyone’s night going?”

Party: “Great. We’re so excited to be here.”

B: We’re so excited to have you and glad you could make it. Just let everyone know, our kitchen will be closing in five minutes and we’ll need everyone to order quickly. Sound good?

Party: “Sounds good.”

Everyone at the table dives into their menus and I leave them to go back up to the pass. At this point, I know the server is doing her best and the Chef looks very upset.

B: “Alright, they know we’re closing up and will order soon.”

Chef: “I don’t know where the confusion is. We need the all-in, right now.”

At this point. I stand back from the pass and again show the Chef everything is going to be OK. Everyone in the kitchen (the other cooks) are staring at both us. The Chef is pissed with a reservation showing up late (he’s backing up his cooks that work really hard and want to start breaking down after a long shift) and I’m trying to diffuse the situation (I have the guests in my mind to ensure they still have a good night).

Chef: “We have rules for a reason.”

Blake: “I understand that. We’re working with the table now, and the all-in is coming imminently.”

Chef: “This is bullshit.”

I turn around and see the server gathering the order. At this point, I don’t walk away and let the situation play out. The server leaves the table, and I take off to check in. I walk up to her, and she’s frantically putting in the order. She has some choice words directed to the Chef to make her job more stressful. I don’t need to tell her good job. All servers have a high level of pride in their craft. I turn around to watch the Chef call out the order to the cooks.

Case closed.

Recap

BOH crushes dishes every night; it’s turn and burn. Order comes in, the expo looks over which station is currently working what and either fires the dish (small plates, garmage, grill) or sets it off to the side to call out the next pick.

**Sometimes an order is messed up and regardless whether a station is getting slammed or not, they’re now getting another item put on their list to execute within 15-20 min (on-the-fly).**

FOH, on the other hand, deals with guests constantly. Servers have a rhythm they get into – people get up, people get down; people order desserts, people order drinks. When that rhythm gets knocked off (four tables being sat in their section at once, everyone ordering main dishes at the same time, or a table is very picky (not a bad thing), extra help is needed.

Both of these entities don’t see eye-to-eye all the time and sometimes both demand extra attention at the same time. FOH thinks they have it more difficult and BOH believes the same.

When a situation arises that pits both of them at odds, fireworks are possible.

The key to the situation is staying calm and ensuring the guest is taken care of, always.

BOH closing up shop with a late party arriving can be one of these difficult situations to deal with. End of the day, ensure the guest is taken care of.

Cheers!