Front of house
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The 785-bedroom Strand Palace hotel in London has become the first organisation in the UK to be awarded WorldHost Recognised Business status, with over 80% of its front-line staff having been trained to WorldHost customer service standards.
Posted: 23 November 2011 | 11:02
As the Hard Rock Café celebrates its 40th year in business, Rosalind Mullen meets its "cultural attaché" Rita Gilligan, who started as a waitress on day one and celebrated her 70th birthday this summer
Posted: 05 August 2011 | 14:18
Part four of our fortnightly series, in which Fred Sirieix, general manager at Galvin at Windows and star of TV's Michel Roux's Service, reveals the art of delivering consistently outstanding service...
Posted: 28 July 2011 | 12:15
Rude or hapless service continues to be the major bugbear of the restaurant industry, with diners justifying walking out of restaurants without payment by being dissatisfied with front-of-house staff. According to a survey by discounting website VoucherCodes.com, which questioned 3,000 diners, inattentive and rude staff tops the list of restaurant pet hates.
Posted: 21 March 2011 | 13:12
A homosexual waiter who worked at the Michelin-starred Yauatcha in London has been awarded more than £20,000 after he sued the restaurant for sexual harassment and constructive dismissal.
Posted: 15 February 2011 | 12:40
The Academy of Food and Wine Service (AFWS) is determined that the increase in profile of front of house created by Michel Roux's Service, the eight-part TV series which has just come to an end on BBC2, will not go to waste.
Posted: 09 February 2011 | 12:29
The Academy of Food and Wine Service (AFWS) is to create a single professional roadmap for front of house following the success of BBC2 TV programme Michel Roux's Service. The qualification begins at entry level and can be followed through to a foundation degree in food and beverage management.
Posted: 04 February 2011 | 10:36
Well-trained, enthusiastic and motivated front-of-house staff can make great memories for guests as much as any menu. And with new BBC2 programme Michel Roux's Service set to hit our screens next week, the discipline is about to get the recognition it deserves. Tom Vaughan reports
Posted: 05 January 2011 | 15:22
With the Olympics set to bring an influx of tourists, Peter Hancock, chief executive of Pride of Britain Hotels, offers his guidelines for operators on how to deal with native British customers without giving offence.
Posted: 02 September 2010 | 09:48
Letters of complaint have been largely replaced these days by reviews on the web, making it even more important to sort out problems promptly and tactfully when they occur, says Peter Hancock, chief executive of Pride of Britain.
Posted: 05 August 2010 | 14:42
With ever more savvy customers demanding ever higher standards, it has never been more important to exceed expectations. Michael Heppell describes how to provide five-star service on a one-star budget
Posted: 16 July 2010 | 14:47
Sommelier Xavier Rousset is co-proprietor of London restaurant Texture together with chef Agnar Sverrisson. The duo have just launched their second venture, 28-50 Wine Workshop and Kitchen, in the City. Rousset spoke to Kerstin Kühn.
Posted: 02 July 2010 | 13:14
Warmth and hospitality is key to customer loyalty, but the UK’s hotels and caterers are better at dealing handling processes and systems, claims the National Skills Academy for Hospitality. Nevertheless, the 1,000-plus hospitality firms that have been surveyed by its new Mystery Shopper...
Posted: 30 June 2010 | 09:00
The deadline for this year's Young Chef Young Waiter competition has been extended to 9 July. Now in its 26th year, the competition, which is open for chefs and waiters aged 25 and under, is an award for both front and back of house.
Posted: 24 June 2010 | 14:17
The Academy of Food & Wine has named the finalists of the 2010 Gastronomy Team of the Year competition.
Now in its second year, the competition is designed to highlight the importance of a good working relationship between kitchen and front-of-house staff.
Posted: 22 June 2010 | 14:31
How do you make a good first impression, and make sure your guests keep coming back? Caterer and P&G Professional held a roundtable at the Goring hotel in London recently, where industry experts gathered to discuss exactly what it takes. Daniel Thomas reports.
Posted: 28 May 2010 | 10:49
Our weekly round of of the week's hospitality news includes: Story of the week: Election 2010: The date may only have been officially set earlier this month, but it seems as though this election race has been more of a marathon than a sprint, and more...
We find out what will the parties do for hospitality?
Posted: 30 April 2010 | 16:16
Christopher Delalonde MS, sommelier with Sarment Wines, London, has been crowned Champagne Piper-Heidsieck UK Sommelier of the Year 2010 following a final held at the new Westbury Gallery at the Westbury Mayfair hotel, London, yesterday.
Posted: 29 April 2010 | 12:55
Over the past week, the nation's response to the volcanic ash hovering far overhead progressed from amused surprise ("Mount what"?) to worried concern, as grounded flights left hundreds of thousands of air travellers stranded here and abroad.
Posted: 23 April 2010 | 14:33
Story of the week: Hotel, café, pub and restaurant customers all face the risk of being unceremoniously shunted off the information superhighway by a heavy-handed piece of government legislation passed hurriedly last week.
Posted: 16 April 2010 | 15:34
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