Front of house team member: what does it mean for restaurants

The face of the company. The person who sets the tone. The vibe maker. The one who can turn a bad day into a great night, or the other way around.

That’s what a front of house team member is. More than a job title, they’re the living, breathing connection between a restaurant and its guests. If you’ve ever walked into a place and instantly felt welcome (or immediately wanted to leave) you already know just how powerful that role can be.

You might be reading this guide to see if it's the right role for you. Or, you might be a restaurant owner wanting the scoop on what makes a great front of house team. Whatever your reason, this guide will help.

Today, we're going to give you the complete 411 on this role, including what it means, why it matters so much in the restaurant world, and what a day-in-the-life of front of house employees looks like.

What is a front of house team member?

Front of house employees are the people you see (and hopefully like) when you walk into a restaurant.

They work in all the guest-facing spots, places like the waiting area, the counter and dining room, the bar. Basically, if you can see them, they’re in front of house operations.

Their main job is to make guests feel really welcome and make sure food and drinks get from the kitchen or bar to the table. They’re also constantly chatting with the back of the house positions crew to make sure everyone’s on the same page.

Think of them as the bridge between guests and the kitchen. And yes, it’s a fast-paced environment. (If you don’t like moving quickly, FOH life might not be your jam.)

Front of house positions in a restaurant

Here are the core FOH restaurant staff you’ll find:

• Host – Greets guests, manages reservations, keeps the flow of the dining room smooth.
• Server – Takes orders, serves food and drinks, makes sure guests are happy.
• Bartender – Mixes drinks, serves at the bar, sometimes handles food orders too.
• Barback – Restocks, cleans, supports the bartender (they’re the bartender’s right hand).
• Busser – Clears tables, resets them, keeps things tidy.
• Food runner – Delivers dishes quickly and correctly from kitchen to table.
• FOH manager – Oversees the team, handles guest issues, makes sure service runs like clockwork.
• General manager – Runs the entire restaurant business, from staffing to finances to operations.

Front of house team member job description 

Here’s the gist of what FOH team members actually do:

Key responsibilities:

• Greeting guests.
• Taking orders accurately.
• Providing exceptional service
• Delivering food and drinks on time.
• Handling payments.
• Keeping the dining area clean and welcoming.
• Following health and sanitation rules (no one likes a food safety violation).
• Guest recovery, fixing mistakes or smoothing over complaints so guests leave happy.
• Some administrative tasks like booking guests.

Requirements for front of house team member in restaurant:

• Strong verbal communication skills (aka: be good at talking to people).
• Excellent customer service skills.
• Must enjoy serving customers.
• Availability for different shifts (nights, weekends, holidays - you know, the “fun” times).
• Physical stamina (you’ll be on your feet a lot).

At the end of the day, FOH is about people skills, multitasking, and keeping cool in a busy environment (Bonus points if you can carry three plates at once without dropping one).

Front of house vs. back of house staff

Restaurants are basically two worlds working side by side.

The front of house is everything the guest sees. The back of house, on the other hand, is what happens behind the restaurant walls in kitchens, prep rooms, dish areas.

The FOH team’s goal is to keep guests happy, comfortable, and coming back. The BOH team’s goal is to get delicious food made fast while following all health and sanitation guidelines.

Different jobs, but they rely on each other constantly. If orders aren’t taken correctly, the kitchen team can’t cook. If the kitchen doesn’t communicate timing, servers can’t deliver smoothly.

When both sides are in sync, service feels effortless. (When they’re not…well, you’ll notice. And probably leave a bad review.)

Top skills for front of house team members

So what does it actually take to crush it as a front of house team member? It’s a mix of soft skills (how you deal with people) and hard skills (the practical stuff that keeps service running smoothly).

Soft skills:

• Positive attitude: Guests can feel your energy the second you greet them. Show up with a smile, even when you’re tired. (Fake it till you make it works surprisingly well in restaurants).
• Empathy: Understand what guests want, even when they don’t say it out loud. Reading the room.
• Teamwork: You’ll never survive in this role if you can’t work with others.
• Handling complaints: Things go wrong. Food gets delayed. Drinks get mixed up. Staying calm and fixing problems quickly is what separates good FOH staff from great ones.

Hard skills:

• POS basics: Know how to use the point of sale system and cash register. 
• Menu and allergen knowledge: Be ready for the “Is this gluten-free?” or “What’s in the sauce?” questions.
• Table sequencing: Knowing when to take orders, clear plates, and deliver food without making guests feel rushed or ignored.
• Payment handling: Cash, card, contactless, crypto? - get it right and get it fast. Nobody likes waiting 10 minutes just to pay the bill. Payment processing solutions are key here.

A day in the life of a front of house employee

Today, we’re going to introduce you to two very different front of house team members.

Meet Amelia and Ben.

Amelia works in a high-end fine dining restaurant where precision and polish are everything.

Ben, in contrast, works in a casual neighborhood restaurant where speed and multitasking matter more than fancy details.

Different team member roles, different restaurants, here's what their day-to-day looks like:

Opening

Amelia starts her shift by checking her section. Every table must be perfect. She needs to make sure the glasses are polished, napkins are folded, tables are wiped and menus are spotless. She reviews the menu for anything that’s 86’d (aka sold out) and notes down daily specials from the chef. She'll start her day like all the successful team members do, with a pre-service briefing where her manager will run her through info about today's VIPs, dietary requests, specials, and wine pairings before a single guest walks through the door.

Ben’s prep routine is simpler but just as important. He wipes down tables, rolls cutlery, fills up condiment caddies, and checks the hospitality POS system. He also makes sure he knows what’s sold out today (spoiler: no avo toast, which means lots of disappointed brunch orders).

Peak hours

When service begins, Amelia’s all about timing and detail. She greets and seats guests, takes orders with precision, and carefully courses meals so the appetizer, main, and dessert flow seamlessly. She communicates constantly with the kitchen to keep everything in sync. Guests rarely notice her pre-bussing plates or discreetly handling payments, and that’s the goal: it should feel effortless.

Ben is everywhere. He's seating walk-ins, taking orders at the counter, grabbing drinks, and running food from the kitchen. Here, the key skill is multitasking and speed. If an order’s wrong, he fixes it fast (a free dessert usually smooths things over). He also pre-busses to keep tables clear.

Closing

Once the last table leaves, Amelia helps restock her station, updates menus, and leaves guest notes for tomorrow’s shift.

At the end of his shift, Ben restocks condiments, wipes down his section, helps mop, and writes a quick note about a regular’s birthday booking. Casual dining closing is less polished than Amelia’s world in the fine dining hospitality industry.

Tips for handling customer complaints with confidence

Dealing with complaints can feel stressful, but it doesn’t have to be. Think of it like a four-step plan.

1. Listen

Let us be clear when we say this is more than just hearing your guest, we’re talking about actively listening. This means really understanding what’s going wrong. Let them explain without interrupting. Nod, make eye contact, and show them you’re taking it seriously.

For example, if a guest says their steak is undercooked, tell them that you hear them. Tell them, “I understand this isn’t what you expected, and I’m going to make it right.” Even just acknowledging the problem makes a huge difference. It shows you’re on their side, not brushing them off.

From there, you can move naturally into step two.

2. Apologize

A genuine apology goes a long way. Keep it simple and sincere. This means no excuses, no blaming the kitchen. Just own it.

3. Solve

Now comes the action part. Fix it fast if you can. Different complaints need different fixes:

• Food quality: Swap the undercooked steak immediately, or offer a different dish if they prefer. You can even check with the kitchen about a small complimentary side.
• Delays: If an order is taking too long, let them know what’s happening, offer a drink, appetizer, or free side while they wait, and keep them updated. 
• Billing errors: Double-check the bill, fix it on the spot, and explain what went wrong. 

4. Follow Up 

Before they leave, check in to make sure they’re happy with the fix. This shows care and professionalism, and sometimes turns a frustrated guest into a loyal one.

Example: “Is everything perfect now? I want to make sure your experience ends on a good note.”

When to escalate 

Some complaints go beyond your control. If it’s serious (like an allergy concern, a major kitchen mistake, or a safety issue), call over a supervisor, restaurant manager, or general manager. They have the authority to make bigger decisions, and a manager giving the dissatisfied guest their valuable time is itself a way of showing them you care.

Teaming up with the back of house for flawless service

Here are some of our top tips for working really well with the back of house team.

1. Make tickets easy to read

Relay orders clearly (whether written or sent through a POS printer). Include all special requests and allergies. If the kitchen can read it easily, there are fewer mistakes and no re-fires.

2. Call for courses at the right time

Tell the kitchen when you’re ready for the next dish. A simple call like “Table 12, fire mains” keeps food coming at the right pace.

3. Flag allergies loud and clear

Always shout out allergies to the kitchen. Example: “Table 8, nut-free!” It keeps guests safe and avoids mistakes.

4. Team up with the expo

The expo organizes the food leaving the kitchen. Listen to them, repeat instructions if needed, and follow their pace. It keeps service smooth.

5. Match the kitchen’s speed

The head chef or kitchen manager sets the pace. If they go slow, check in with guests and offer drinks or updates. If they go fast, be ready to run food immediately. Staying in sync stops delays.

How a POS system helps keep service moving

When you enter orders correctly, including all the modifiers and special requests, the kitchen knows exactly what to cook. You can also use it to fire courses at the right time, so appetizers, mains, and desserts come out in order without making guests wait.

On the payment side, it keeps things fast and clean. Splitting checks, taking partial payments, adding service charges, or handling tips; it all happens smoothly. That means tables turn faster, guests leave happy, and you spend less time fixing mistakes.

Quick tip: always double-check what you send through the POS, and don’t rush it. Getting it right the first time keeps the whole night running way smoother.

Final thoughts

That's it from us. We hope that you've gained some real insight into what this role is and how it can be improved by technology like restaurant POS systems.

At Epos Now, we help restaurants run smoothly. Happy guests, confident staff, and fast service all make a big difference. With the right systems, your front of house team can focus on what they do best... making guests feel welcome and keeping them coming back.

Reach out to our team of experts today.

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