How to establish an effective chain of communication between the front- and back-of-house [on-demand webinar]

January 16, 2018

Establishing an effective chain of communication between a restaurant’s front- and back-of-house is essential to ensuring smooth operations and an optimal experience for restaurant patrons.

Learn specific tactics for boosting communications between your kitchen and customer-facing staff with the below webinar, “How to Establish an Effective Chain of Communication Between the Front- and Back-of-House.

Communication breakdowns can have a significant negative impact on customer experiences, especially since the front- and back-of-house have very different insights into what’s occurring on the restaurant floor.

Remember, the kitchen only sees ticket orders and food. Your front-of-house staff is customer-facing and bears the primary responsibility for ensuring a top-notch guest experience. The information they collect and expectations they set can make or break a patron’s restaurant experience.

Just how high are the stakes? Here are a few takeaways from the full webinar:

1. The order process can be rife with potential points of failure

To a patron, the process by which they order their food and have it delivered to their table might seem straightforward and linear. In reality, this process can be quite complex, with front-of-house staff and the kitchen having to be tightly coordinated in terms of orders, modifications, courses, guests and other considerations.

Multiply this by multiple tables per server, and you begin to see why clear communications and tight alignment between front- and back-of-house are so essential to a positive customer experience–and for a smoothly running and profitable restaurant.

2. Incorrect communication can be costly for restaurants

Communication breakdowns can result in losses on every meal that can begin to add up if they occur shift after shift, night after night. Remember: most restaurants run on thin margins anyway, so effective FOH and BOH communication is a key way to protect restaurant revenue. Opportunities to get this right–or fail at it– present themselves with every new party you seat.

Every incorrect order entry, and every meal sent back or comped due to unmet expectations, eats into a restaurant’s profits.

That’s not to mention the harder-to-calculate cost of dissatisfied customers. The loss of repeat business, and the reputational risk of bad word-of-mouth and online reviews, can pose a significant threat to your future revenue potential.

3. Technology can go a long way towards streamlining communication

Technology can be a great ally for solving problems and streamlining processes, but make sure the tech is adapted to your business. While a great point-of-sale technology can help you and your staff complete tasks more quickly, share information and make certain processes more error-proof, you’ll need to contemplate how your operation currently runs and be mindful of the objectives for any automation you apply.

Watch the webinar to learn tactics for improving communications between the front- and back-of-house through education, coaching, processes and technology.

Full webinar:

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