Hospitality and Service Terminology

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Back-of-the-house

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Refers to the areas of a restaurant or hotel that guests do not see, such as the kitchen or staff areas.

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Back-of-the-house employees

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Staff members who work in areas not visible to guests, like chefs and kitchen staff.

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Consistent quality service

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Providing the same high level of service to customers at all times.

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Critical moment

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A key point in the service process that significantly impacts customer satisfaction.

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Customer

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An individual who purchases goods or services from a business.

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Customer-focused employee

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An employee who prioritizes the needs and satisfaction of customers.

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Customer satisfaction

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The measure of how products or services meet or exceed customer expectations.

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Customer service plan

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A strategy designed to ensure high-quality service and customer satisfaction.

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Front-of-the-house

Back

Areas of a restaurant or hotel that are visible to guests, such as the dining room or lobby.

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Front-of-the-house employees

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Staff members who interact directly with guests, like servers and receptionists.