Hailey Tran
In the hospitality industry, the term back of house refers to the operational areas of a hotel or restaurant that are not visible to guests. These areas are crucial for the smooth functioning of the establishment and play a central role in ensuring an exceptional guest experience. The back of the house includes roles such as executive chef, sous chef, line cooks, prep cooks, pastry chef, and dishwashers, focusing on food preparation and quality. In hotels, the back of house encompasses departments like housekeeping, engineering, finance and accounting, IT and technical support, and security. These departments ensure clean and well-maintained facilities, prompt maintenance, efficient financial management, and a safe environment for guests and employees. Effective back-of-house operations foster employee satisfaction, cost control, and ultimately, guest satisfaction and profitability.
| Characteristics | Values |
|---|---|
| Focus | Food preparation and quality |
| Administrative tasks | |
| Operational areas not visible to guests | |
| Housekeeping | |
| Engineering | |
| Finance and Accounting | |
| IT and Technical Support | |
| Security | |
| Facilities and Maintenance | |
| Training and Development |
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Housekeeping
The housekeeping team's attention to detail is crucial. They meticulously clean all surfaces, from floors to ceilings, leaving no dust or debris behind. They also manage linens, ensuring fresh and clean linens are available for each room. This includes doing laundry, ironing, and organising linens. Housekeeping staff also handle guest amenities, replenishing any items as needed.
In addition to cleaning and linen management, housekeeping staff may also be responsible for other tasks such as monitoring theft records and addressing cleanliness complaints. They play a vital role in cost management and operational efficiency. By maintaining high standards of cleanliness and hygiene, housekeeping contributes to positive reviews, repeat customers, and the overall success of the establishment.
Training is an important aspect of housekeeping. Successful housekeeping teams are well-trained and knowledgeable about various cleaning techniques, the proper use of cleaning agents, and the importance of thoroughness. Regular training sessions keep their skills sharp and up-to-date with industry innovations. It is also essential to train staff in conducting themselves professionally and politely interacting with guests to make them feel welcomed and valued.
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Engineering
The back-of-house in hospitality refers to the operational areas that guests do not see but are crucial for the hotel's smooth functioning and exceptional guest experience. The engineering department is an essential component of the back-of-house operations in a hotel.
The engineering department is responsible for the maintenance, repair, and upkeep of the hotel's facilities. This includes ensuring that all systems, from electrical and plumbing to HVAC, are in good working order. They handle any technical issues that may arise, providing prompt responses to ensure the comfort and safety of guests.
Chief Engineer
The Chief Engineer holds a vital position within the engineering department. They are responsible for maintaining the operational efficiency and aesthetics of guest rooms, public areas, and hotel facilities. This role requires strong technical and problem-solving skills, as well as the ability to manage and delegate tasks to ensure the hotel runs smoothly. Chief Engineers create maintenance schedules and oversee costs associated with repairs and replacements.
Maintenance Technician
The Maintenance Technician works closely with the Chief Engineer to complete preventive and corrective maintenance tasks. They respond quickly to guest requests, ensuring all mechanical systems are functioning optimally. This role demands strong technical expertise, problem-solving abilities, and attention to detail. Maintenance Technicians are highly sought after in hospitality due to their ability to resolve issues swiftly.
Overall Impact
The engineering department plays a critical role in guest satisfaction. Well-maintained facilities, prompt responses to technical issues, and efficient operations create a positive guest experience, leading to customer loyalty and excellent reviews. A well-functioning engineering department is essential for maintaining service quality and ensuring a positive employee experience, as it provides a safe and comfortable work environment.
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Finance and accounting
The ""back of house" in hospitality refers to the operational areas that guests do not see, but which are crucial for the smooth functioning of a hotel and ensuring an exceptional guest experience. Finance and accounting is one of the back-of-house departments that manage the financial aspects of a hotel. This includes bookkeeping, budgeting, financial reporting, accounts payable and receivable, payroll, and general financial analysis.
Hotels are typically 24/7 operations, and they rely on good financial information to run their businesses. Hotel accountants provide this financial information by recording and organizing all the financial transactions of the business. This information is used internally by managers for analysis and decision-making, and externally by investors, lenders, and other stakeholders. Effective financial management allows hotels to invest in amenities, maintain property standards, and deliver exceptional service.
Inventory accountants are responsible for maintaining accurate financial records for various inventoriable assets, such as furniture, food and beverage items, and equipment. They also assign costs using inventory methodologies such as FIFO or LIFO. CFOs are the top-level financial executives responsible for the overall fiscal well-being of a firm, spanning accounting, financial reporting, financial planning and analysis, taxes, treasury, and often risk management.
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IT and technical support
The "back of house" in hospitality refers to the operational areas that are not directly visible to guests but are crucial for the smooth functioning of the hotel and ensuring an exceptional guest experience. One of the key components of back-of-house operations is IT and technical support.
The IT department ensures the seamless functioning of the hotel's information systems, including property management systems, communication networks, and guest-facing technologies. With the hospitality industry becoming increasingly digitised and incorporating new technologies, reliable IT support is essential. For example, secure credit card transactions, data management, and networking across multiple locations are all supported by IT services.
IT support in hospitality must also cover omnichannel customer support, as customers may want to leave reviews or complaints via various channels such as chat, email, or social media. Cloud technologies are also becoming more prevalent in the industry, and IT support teams must be adept at backing up and recovering data from the cloud.
Hotels often outsource their IT support due to the cost-effectiveness and expertise provided by external vendors. Outsourcing allows hotels to benefit from 24/7 support and specialised knowledge in solving a wide range of technology issues.
Ultimately, IT and technical support are vital components of back-of-house operations in hospitality, ensuring the seamless functioning of hotel systems and contributing to an exceptional guest experience.
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Security
The security department is responsible for maintaining a safe and secure environment within the hotel premises. This includes monitoring surveillance systems, managing access control, enforcing safety regulations, and responding to emergencies. They work to prevent and address potential threats, creating a sense of security for all individuals within the hotel.
Additionally, the security team manages access control, which involves monitoring and controlling the entry and exit of individuals to and from the hotel premises. This may include tasks such as operating security gates, checking identification, and maintaining visitor logs. They also play a key role in enforcing safety regulations, ensuring that both guests and staff adhere to the hotel's safety protocols, such as fire safety procedures, emergency evacuation plans, and any other relevant safety guidelines.
Furthermore, the security department often collaborates with other back-of-house departments, such as engineering and maintenance, to ensure the proper functioning of security systems and equipment. They may also work closely with front-of-house staff, particularly in addressing guest concerns related to safety and security.
Overall, the security operations within the back of the house are essential for maintaining a safe and secure environment in the hospitality industry, protecting both people and assets, and contributing to a positive guest experience.
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Frequently asked questions
The term "back of house" refers to the areas of a hotel or restaurant that guests do not see. These areas are crucial for the hotel or restaurant to function well and provide a positive guest experience.
The back of the house includes the housekeeping, engineering, finance and
Roles in the back of house include executive chef, sous chef, line cooks, prep cooks, pastry chef, and dishwashers.
The seamless operation of the back of the house directly impacts guest satisfaction. Clean rooms, well-maintained facilities, prompt maintenance, and efficient financial management create a positive guest experience, leading to customer loyalty and positive reviews.
Implementing a tip-sharing system can encourage a sense of teamwork between the front and back of the house. Working as a team can improve efficiency, productivity, customer satisfaction, gratuity, and profit.
