FOH Service Lead & Floor Manager

TSC Hospitality Ltd; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

TSC Hospitality Ltd is seeking a proactive Front of House Leader to oversee daily operations, lead the FOH team, and maintain high standards of guest experience across lunch and dinner service. You will manage bookings, briefings, and guest interactions while upholding Natasha’s Law compliance and safety protocols.

You will drive service excellence, mentor staff, and partner with BOH to optimise efficiency, cleanliness, and ambience in a busy London-area venue.

Responsibilities

• 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
• 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
• 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
• 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 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 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
• Erev is a new business and flexibility in responsibilities may be required as the business grows

Job description

TSC Hospitality Ltd is seeking a proactive Front of House Leader to oversee daily operations, lead the FOH team, and maintain high standards of guest experience across lunch and dinner service. You will manage bookings, briefings, and guest interactions while upholding Natasha’s Law compliance and safety protocols.

You will drive service excellence, mentor staff, and partner with BOH to optimise efficiency, cleanliness, and ambience in a busy London-area venue.