London
Job Summary:
As the Floor Manager, you will have full responsibility for overseeing the customer Journey of the
venue during your shift, ensuring the efficient delivery of services to all guests. Key Competencies:
• Guest-First Mindset: Demonstrate a commitment to excellent customer service,
always prioritising the guest experience and anticipating their needs.
• Adaptability and Quick Problem-Solving: Respond quickly and effectively to any
issues that arise, adapting to changes and challenges to maintain smooth operations.
• Team Leadership and Development: Lead by example, motivating and developing staff
to ensure high performance and a positive work environment.
• Attention to Detail and Quality: Maintain high standards of cleanliness, organisation,
and service quality throughout the site.
• Strong Communication and Interpersonal Skills: Communicate clearly and
effectively with staff, management, and customers to ensure seamless operations and
positive relationships.
• Ability to Thrive in a Fast-Paced, High-Pressure Environment: Remain calm, efficient,
and professional in a dynamic, high-energy work setting.
Key Responsibilities:
• Conduct a detailed venue tour at the start of each shift to confirm that all facilities and
services are fully operational.
• Pay close attention to the following areas to maintain site efficiency:
o Cleanliness and tidiness in all public spaces.
o Safety and hygiene across all areas of the site.
o Adequate staffing levels in all departments.
o Clear access in appropriate areas.
• Resolve faults personally, where possible, to minimize customer disruption, rather than
delegating to others.
• Develop a thorough understanding of the roles and responsibilities of other
departments, stepping in to assist as needed in the absence of staff members.
• Lead by example in the Host role, ensuring that the team delivers an exceptional
customer experience.
• Collect customer feedback to continuously improve food and beverage (F&B) service,
liaising with restaurant managers where appropriate.
• Be aware of and prepare for all scheduled events at the venues and take necessary
actions for future events.
• Ensure all signage and customer messages are clearly displayed.
• Assist the duty manager, collaborate with other team members, and undertake
additional tasks as required by senior management
