Duty Manager

Poolhouse Global Limited; Greater London; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Code Hospitality subscription

Discount platform

Health care plan

Birthdays off

EAP membership

Salary sacrifice scheme

Job summary

Poolhouse Global Limited is seeking a Duty Manager in London Liverpool Street to lead floor service with energy and organisation, guiding wait staff, runners and hosts to ensure smooth operations and high service standards.

The role focuses on developing leadership potential, coordinating front-of-house teams, and maintaining excellent guest experiences, with clear opportunities to progress toward AGM and broader operations roles.

Qualifications

• Experience in a team leader or floor supervisor role within hospitality.
• Demonstrates strong organisational and communication skills.
• Ability to coach and give feedback to front-of-house teams.
• Keeps guests at the centre of service and resolves issues quickly.

Responsibilities

• Lead floor service during peak shifts with a calm, organised presence.
• Manage and motivate FOH teams to deliver exceptional guest experiences.
• Delegate clearly and fairly, ensuring all roles are covered and focused.
• Drive standards in service, pace, cleanliness, and energy on the floor.
• Support onboarding and training of new FOH team members.
• Deliver pre-shift briefings and post-shift feedback.
• Handle guest feedback with professionalism and positivity.
• Act as the link between the floor, kitchen, and bar during service.
• Maintain awareness of bookings, timing, and flow across the venue.
• Take initiative when operational problems arise and solve them quickly.

Skills

Team leadership

Highly organised

Excellent communicator

Delegation

Coaching and feedback

Guest experience

Calm under pressure

Job description

Duty Manager

Department: Management Venue

Employment Type: Full Time

Location: London Liverpool Street

Reporting To: Assistant General Manager

Compensation: £45,000 / year

Description

What This Role Is Here To Do (Role Purpose) As Duty Manager at Poolhouse, you're the connector between our front-line team and the bigger picture. You lead the floor with energy, organisation, and confidence – making sure guests feel taken care of, service flows smoothly, and team members are clear, focused, and motivated. You’ll guide and support waiters, runners, and hosts to deliver exceptional service while spotting and solving problems in real time. This is the ideal role for someone ready to grow into an AGM.

What Success Looks Like

• Every shift runs with pace, precision, and positive energy
• Waiters and runners are confident, prepared, and supported
• You lead briefings and debriefs that set the tone and raise standards
• Guests feel well looked after and leave happy
• Communication between FOH, bar, and kitchen is seamless
• You are proactive in solving challenges and creating momentum
• You show clear leadership potential and contribute to a strong culture

Where This Role Can Take You

With continued growth, development, and results, this role can grow into:

• Assistant General Manager (AGM)
• General Manager
• Multi-Site Operations

Our Way of Working

This role is delivered with care, curiosity, and integrity, in line with our Poolhouse values:
Experience Obsessed | Take Care | Seek Excellence | Integrity | Elite Sports Team Mentality

Key Responsibilities

• Lead floor service during peak shifts with a calm, organised presence
• Manage and motivate FOH teams to deliver exceptional guest experiences
• Delegate clearly and fairly, ensuring all roles are covered and focused
• Drive standards in service, pace, cleanliness, and energy on the floor
• Support onboarding and training of new FOH team members
• Deliver pre-shift briefings and post-shift feedback
• Handle guest feedback with professionalism and positivity
• Act as the link between the floor, kitchen, and bar during service
• Maintain awareness of bookings, timing, and flow across the venue
• Take initiative when operational problems arise and solve them quickly

Skills, Knowledge and Expertise

• Experience in a team leader or floor supervisor role within hospitality
• Highly organised and thrives in fast-paced environments
• Excellent communicator and natural motivator
• Strong delegator who leads by example
• Confident in coaching and giving feedback to others
• High energy, ambitious, and ready to take ownership
• Understands and delivers on guest expectations and team dynamics
• Calm under pressure, solutions-focused, and positive in all interactions

Benefits

• Code Hospitality subscription
• Perks and Discounts platform
• Health Care plan
• Birthdays off
• Free Health Assured EAP membership (counselling, life coaching, legal and financial support)
• Salary Sacrifice Scheme