6.01

Back-of-the-house employees work outside the public space. Back-of-the-house positions include chefs, line cooks, pastry chefs, dishwashers, bookkeepers, storeroom clerks, purchasers, dietitians, and menu planners. While these employees don’t ordinarily serve guests directly, they are service professionals because they serve the people—the “internal customers”—who serve the guests. In recent years, chefs have become more involved with their guests, especially through visits to the dining room and “kitchen” tables that allow guests a closer view of the operation’s inner workings. Exhibition kitchens are also popular with diners. The kitchens become part of the dining experience, meaning the back-of the-house staff is more directly involved with customers. In environments like these, the back-of-the-house staff benefit from some customer service training.