Floor Captain

The Role:

The Floor Captain is responsible for overseeing daily dining operations, ensuring smooth service flow, and maintaining exceptional guest experiences. This role acts as the bridge between management and front-of-house team members, driving service standards, team performance, and operational efficiency on the floor.

Key Responsibilities:

Service Leadership

○ Lead and manage the floor during service periods, ensuring seamless operations

○ Maintain high standards of hospitality, presentation, and guest engagement

○ Actively monitor guest satisfaction and resolve concerns promptly

○ Support VIP handling and special requests

○ Ensure adherence to company SOPs and service standards

Team Supervision

○ Supervise and guide servers, hosts, and support staff during shifts

○ Ensure proper grooming, punctuality, and adherence to company standards

○ Provide on-the-spot coaching and feedback to team members

Operations Management

○ Coordinate table assignments, reservations, and walk-ins efficiently

○ Work closely with kitchen and bar teams to ensure timely service delivery

○ Monitor service timing, table turnover, and guest flow

○ Ensure cleanliness, organization, and readiness of the dining area

Sales & Upselling

○ Drive revenue through upselling and suggestive selling techniques

○ Support promotions, events, and private dining sales

○ Monitor team performance on sales targets and incentives

Cash & Controls

○ Oversee proper bill handling and ensure accuracy before presentation to guests

○ Verify that all orders are correctly encoded in the POS system

○ Support cash handling procedures, including payments, change, and reconciliations

○ Ensure compliance with receipt validation and required approvals (e.g., manager sign-off)

○ Monitor and prevent discrepancies, escalating any irregularities immediately

○ Reinforce adherence to company policies on voids, discounts, and adjustments

Training & Development

○ Support onboarding and training of new team members on service standards and SOPs

○ Conduct regular on-the-floor training and refreshers (menu knowledge, service sequence, upselling)

○ Ensure team members are confident in product knowledge and service procedures

○ Identify performance gaps and coordinate with management on development plans

○ Lead by example in demonstrating proper service techniques and guest interaction

Who You Are (Qualifications & Skills)

○ At least 2–3 years experience in a supervisory role within restaurants or hospitality

○ Strong leadership and communication skills

○ Proven ability to manage fast-paced service environments

○ Guest-focused with strong problem-solving abilities

○ Knowledge of POS systems and restaurant operations

○ Flexible schedule, including weekends and  holiday.