Role Overview

The Floor Supervisor / Assistant Outlet Manager is responsible for supporting the day-to-day operation of the outlet, ensuring smooth service flow, strong team coordination, and a consistently high standard of guest experience on the floor. This is a hands-on operational role focused on shift leadership, floor control, guest satisfaction, team supervision, and maintaining service, cleanliness, and compliance standards throughout trading.

The role acts as a key link between the service team and outlet leadership, helping to drive execution, discipline, and consistency during opening, service, and closing periods.

Key Responsibilities

• Supervise the floor during service, ensuring smooth guest flow, strong coordination, and timely support to the service team.

• Support the Restaurant Manager in the day-to-day running of the venue and lead the shift in their absence where required.

• Monitor guest experience closely, handle guest concerns professionally, and support service recovery to maintain high satisfaction levels.

• Coordinate table management, seating flow, reservations communication, and section balance to support efficient service delivery.

• Conduct shift briefings and communicate key operational priorities, reservations, VIPs, menu updates, and service notes to the team.

• Supervise service staff, provide on-floor direction, and support training, coaching, and performance follow-up.

• Ensure cleanliness, organisation, grooming, and presentation standards are maintained across the outlet at all times.

• Support opening and closing procedures, cashing-up processes, stock checks, and daily operational readiness requirements.

• Monitor compliance with hygiene, health and safety, and operational procedures across the floor.

• Escalate operational issues, staffing gaps, guest concerns, and maintenance matters promptly to the relevant manager.
  

KPIs & Success Metrics

• Smooth service flow and shift execution.

• Guest satisfaction and effective handling of complaints or service issues.

• Team supervision, discipline, and service consistency on the floor.

• Outlet cleanliness, grooming, and compliance with operational standards.
  

Candidate Requirements

• 2–4 years’ experience in restaurant or hospitality operations, including supervisory or senior floor-level responsibility.

• Strong understanding of floor operations, guest service, reservations flow, and team coordination.

• Confident handling guest complaints, service issues, and busy trading periods in a calm and professional manner.

• Good leadership presence, communication skills, and ability to supervise a front-of-house team effectively.

• Familiarity with POS systems, cash handling, and daily shift procedures is an advantage.

• Fluent in English; additional languages are an advantage.