The term “heart of house” typically refers to the central area or core of a hospitality establishment, such as a hotel or restaurant, where key operational activities take place. It encompasses the behind-the-scenes functions that are essential for the smooth running of the establishment, including:
Staff Operations: This includes the areas where staff members work, such as kitchens, laundry rooms, and staff break areas. It’s where the staff prepares meals, manages inventory, and maintains cleanliness.
Management Activities: The heart of house often involves management functions, such as scheduling, training, and coordinating between different departments (like front of house and back of house).
Service Delivery: It also plays a crucial role in ensuring that the service delivered to guests is efficient and meets quality standards. This includes how food is prepared and delivered, how housekeeping is managed, and how maintenance is conducted.
Guest Experience: While the “front of house” is where guests interact directly with staff (like reception areas and dining rooms), the heart of house indirectly influences the guest experience through the quality of service and amenities provided.
In summary, the “heart of house” is fundamental to the overall operation and success of a hospitality venue, as it supports the front-facing aspects of the business by ensuring everything runs smoothly behind the scenes.