FLOOR MANAGER

About the role

The Floor Manager is responsible for leading the "Front of House" (FOH) team to deliver a world-class guest experience. This role focuses on the synchronization of service speed, atmospheric "vibe," and impeccable cleanliness. The Floor Manager acts as the primary leader on the floor, ensuring that every customer interaction reflects the brand's standards while maintaining efficient operational flow and financial accountability during their shift.

Key responsibilities

• Supervise and mentor the Baristas and Service Crew to ensure consistent service quality.
• Manage employee shift schedules, ensuring optimal manning levels during peak and lean hours.
• Conduct pre-shift briefings to communicate daily specials, operational goals, and policy reminders.
• Actively engage with guests to gather feedback and ensure satisfaction.
• Handle customer complaints, special requests, and service recoveries with professionalism and a "guest-first" mindset.
• Monitor "table turnover" and service timing to minimize wait times without rushing the guest.
• Perform regular walk-throughs to ensure the dining area, bar, and restrooms meet strict sanitation and aesthetic standards.
• Verify that all FOH equipment (POS, coffee machines, sound systems) is functioning correctly.
• Coordinate with the Kitchen (Head Chef) to ensure seamless communication between the front and back of the house.
• Conduct end-of-shift cash reconciliation, ensuring all transactions are accurately recorded in the POS system.

About you

• Proven experience in a supervisory or leadership role within a high-volume F&B environment.
• Demonstrated track record in training and developing entry-level staff.
• Exceptional Communication: Mastery in conflict resolution and the ability to give "firm but casual" feedback.
• Financial Literacy: Basic understanding of cash handling, POS operations, and daily sales reporting.
• Ability to maintain composure and lead the team during high-pressure peak hours.
• A natural passion for hospitality and service excellence.
• A sharp eye for cleanliness, presentation, and atmospheric details (lighting, music, temperature).