Floor Manager: Guest Experience & Team Leader

Soho House via Caterer.com; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Weekly Pay

Team meal on shift

Staff Membership

50% off Food & Drink

Job summary

Soho House is seeking a Floor Manager to lead a floor team and deliver exceptional service for members, guests and staff, working closely with the General Manager and management team. You’ll ensure that members have an enjoyable experience and deliver excellent service from initial greeting, taking orders, making recommendations and paying of the bill.

The role focuses on maintaining Soho House standards, training, schedules, cost control, and creating an elevated yet approachable atmosphere.

Qualifications

• Minimum of 2+ years’ experience in a similar capacity.
• Thrives in fast-paced, high-volume environments with calm problem solving under pressure.
• Hospitable, approachable and passionate about customer service.
• Able to demonstrate competency as outlined in the training schedule and Club School.
• Able to work flexible shifts, including weekends and holidays.
• Ability to take direction, work in a team and autonomously.

Responsibilities

• Drive exceptional service standards by developing and refining systems that enhance the experience for members, guests, and staff.
• Lead engaging training sessions on Soho House food and drink programs through storytelling, demos, and initiatives like “Cook House,” “House Tonic,” and “Club School.”
• Collaborate across departments to ensure every guest interaction is seamless, aligned with brand expectations, and delivered with consistency.
• Support recruitment efforts by identifying talent needs, participating in interviews, and evaluating candidates alongside People & Development.
• Oversee onboarding and development of new team members, ensuring the floor team is confident, polished, and guest-focused.
• Gather and act on member feedback in partnership with the Membership team to continuously improve service and offerings.
• Train and coach staff on Soho House core values, roles, and service standards to build a high-performing and knowledgeable team.
• Oversee daily operations, ensuring all assigned tasks are completed on time and to the highest standard.
• Create efficient staff rotas, manage labour costs, and reduce unnecessary overtime to maintain operational excellence.
• Uphold and enforce standards of appearance, compliance, safety, and professionalism across the team.

Skills

Customer service

Team leadership

Staff training

Problem solving

Flexible shifts

Team player

Job description

Soho House is seeking a Floor Manager to lead a floor team and deliver exceptional service for members, guests and staff, working closely with the General Manager and management team. You’ll ensure that members have an enjoyable experience and deliver excellent service from initial greeting, taking orders, making recommendations and paying of the bill.

The role focuses on maintaining Soho House standards, training, schedules, cost control, and creating an elevated yet approachable atmosphere.