It’s time to talk about front of house. What is good service? Why do diners no-show? Do front-of-house workers face discrimination at work? Should we abolish tipping? Is the customer really always right?

On July 25, The Front of House Project will launch to investigate, identify and support shortfalls in the sector, recognizing the exceptional individuals who work within it.

The project was initiated by Fine Dining Lovers who called upon their peers within the industry to come together to talk about front of house. The list of global partners includes the Basque Culinary Center, Relais & Chateaux, S.Pellegrino Young Chef Academy, Welcome Conference and The World’s 50 Best Restaurants as well as localized bodies in each area such as US-based multicultural magazine Cuisine Noir.

Thanks to the reach of such partners the project will address the Front of House sector across the UK, US, France, Italy, Spain and Latin America regions.

Two investigative surveys, for both industry staff and consumers, will gain insights into the world of hospitality. From staff shortages to what consumers expect from good service, the survey will explore a number of issues impacting those who work in hospitality and those who experience it.

The results will help create valuable resources, discussions and debate to promote and strengthen the industry and encourage synergy between what front-of-house staff need and what consumers expect.

The surveys were developed over six months through focus group research and then edited by Vaughn Tan, professor of strategy and entrepreneurship at University College London's School of Management. Results and updates will be published via a dedicated microsite hosted by Fine Dining Lovers.

Respondents will also be asked to nominate someone they believe is a Hospitality Hero – a person or place that truly understands the powerful impact hospitality can have on an experience. The aim is to find and highlight those who go above and beyond to make dining out that extra bit special. The resulting Heroes will be showcased across selected media partners and awarded as a Front of House Project Hospitality Hero.

The surveys can be accessed here until August 25, 2022.