Floor Manager - Notting Hill, London

TSC Hospitality; Staines-upon-Thames; On-site; GBP 35,000 - 48,000; Full time

Job summary

TSC Hospitality seeks an experienced Front of House leader to oversee service standards and guide the FOH team in a busy venue near Staines-upon-Thames. The role requires hands-on leadership, strong communication, and a focus on guest satisfaction from start to finish.

You will manage bookings, coach staff, ensure health and safety compliance (Natasha's Law), and drive upselling while maintaining brand standards and a warm, professional atmosphere for guests and colleagues.

Qualifications

• Proven leadership of a Front of House team in a busy venue.
• Strong focus on guest experience, service standards, and communication.
• Knowledge of allergen management and food safety basics.

Responsibilities

• Oversee day-to-day FOH operations and lead by example.
• Manage bookings, pre-service briefings, and VIP logistics.
• Coordinate opening/closing procedures and service pacing.
• Monitor guest satisfaction and address issues promptly.
• Coach and develop FOH staff and ensure punctuality and appearance.
• Ensure Health & Safety, Natasha's Law compliance, and HACCP basics.
• Maintain cleanliness, ambience, and safe, welcoming environment.
• Assist with stock, cost control, and upselling during service.

Skills

Service leadership

Team supervision

Operations coordination

Guest service excellence

Upselling

Tools

Marketman

Job description

• Ensure smooth, consistent service in line with brand standards
• Motivate, support, and lead the Front of House (FOH) team throughout service
• Maintain a clean, safe, and welcoming environment for both guests and staff
• Lead by example in professionalism, accountability, and teamwork
• Drive operational efficiency, revenue through upselling, and exceptional guest satisfaction

CORE RESPONSIBILITIES I. Service Leadership

• Oversee day-to-day operations, assuming full responsibility in the absence of the General Manager
• Manage bookings, including phone calls, emails, pre-orders for large tables, and walk-ins; regularly check and action voicemail
• Coordinate and oversee opening and closing procedures to standard
• Lead daily pre-service briefings, communicating menu updates, VIP bookings, service priorities, and team roles
• Set the tone and pace of service, ensuring consistency, warmth, and professionalism
• Address service issues, guest complaints, and escalations with a calm, resolution-focused approach
• Personally engage with guests during service to ensure satisfaction and resolve any concerns promptly
• Ensure smooth handovers and transitions between lunch and dinner service
• Maintain constant, clear communication with Back of House (BOH) during service (e.g. dish availability, ticket pace, delays, VIPs)
• Monitor and adjust music, lighting, and ambience to suit daypart and guest flow
• Uphold allergen management protocols and guest safety standards in compliance with Natasha's Law
• Create and encourage 'magic moments' for guests in line with brand standards, surprising and delighting wherever possible

II. Team Supervision & Development

• Oversee training and development for the FOH team, focusing on steps of service, menu knowledge, and upselling techniques
• Coach, support, and mentor team members to foster a performance-driven and guest-focused culture
• Lead by example with punctuality, appearance, and conduct
• Monitor and address staff performance, timekeeping, and behaviour, providing informal feedback and flagging concerns to the GM
• Support the onboarding and induction of new team members
• Encourage teamwork, accountability, and service consistency across all shifts

III. Operational & Compliance Support

• Ensure full compliance with company policies and local licensing conditions
• Monitor customer service standards and ensure consistency in delivery across all trading periods
• Coordinate and deliver ongoing training on service skills, food and beverage knowledge, and guest experience techniques
• Oversee ordering and stock control processes, including weekly stock takes and supplier invoice management (Marketman)
• Track sales performance and support cost control initiatives to improve profitability
• Uphold attention to detail across the venue, including cleanliness, setup, atmosphere, and outdoor areas
• Collaborate on strategies to improve efficiency, service flow, and guest engagement
• Identify operational inefficiencies and propose practical improvements

IV. Health & Safety / Food Safety Compliance

• Ensure all food safety procedures are followed in line with Food Standards Agency (FSA) guidelines and HACCP principles
• Ensure all team members follow Natasha's Law allergen labelling and verbal disclosure requirements
• Conduct and document daily opening and closing checklists, including food temperature logs, hygiene checks, and cleaning schedules
• Ensure FOH staff adhere to personal hygiene standards and correct use of handwashing facilities
• Monitor COSHH (Control of Substances Hazardous to Health) practices - ensuring safe storage and usage of cleaning products
• Promptly report and record any incidents or hazards, ensuring the Accident Book is completed and maintained in line with RIDDOR
• Ensure all fire exits are kept clear, and fire safety procedures are understood by the team (including location of extinguishers and assembly point)
• Participate in regular health & safety risk assessments, and work with management to implement and monitor corrective actions
• Ensure staff complete mandatory Health & Safety and Food Hygiene training (Level 2 or higher where appropriate)
• Ensure proper waste management protocols are followed in accordance with local environmental health guidelines
• Be prepared for EHO (Environmental Health Officer) visits, ensuring all documentation, temperature records, allergen signage, and hygiene practices are up to date and in good standing
• Be punctual, professional, and consistently positive - your energy sets the tone
• Remain calm under pressure and approach challenges with a solutions-first mindset
• Be fully knowledgeable about all menus, allergens, and dietary requirements
• Take ownership of your shift - be proactive and lead from the front
• Be hands-on - capable of running a section or floating to support the wider team
• Maintain a clean, safe, team-first working environment
• Continuously look for opportunities to improve systems, uplift morale, and enhance the guest experience