Guest Experience Floor Lead

Soho House & Co; Chipping Norton; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Weekly pay

Team meal on shift

Membership benefits

50% off Food & Drink

Staff room rate

Job summary

Soho House is seeking a Floor Manager to oversee a food and beverage floor, ensuring exceptional service and brand standards. You will lead a floor team, conduct training, manage staff development, and work with the General Manager to deliver a polished service experience for members and guests.

You will drive operational excellence, create efficient rotas, and uphold safety and appearance standards while collaborating with other departments to deliver consistent service.

Qualifications

• Minimum of 2+ years’ experience in similar capacity.
• Thrive in fast-paced, high-volume environments and maintain calm under pressure.
• Hospitable, approachable, passionate about customer service and respectful towards colleagues and guests.
• 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 environment and autonomously.

Responsibilities

• Drive exceptional service standards by developing and refining systems for members, guests and staff.
• Lead training sessions on Soho House food and drink programs through storytelling and demonstrations.
• Collaborate across departments to ensure seamless guest interactions.
• Support recruitment by identifying talent needs and participating in interviews.
• Oversee onboarding and development of new team members and maintain guest focus.
• Gather member feedback with the Membership team to improve service and offerings.
• Train staff on Soho House core values and service standards to build a high-performing team.
• Oversee daily operations and ensure tasks are completed to a high standard.
• Create staff rotas, manage labour costs and minimise overtime.
• Uphold appearance, compliance, safety and professionalism standards.

Skills

People leadership

Customer service

Team training

Staff recruitment

Budgeting labour costs

Brand standards

Tools

POS systems

Job description

Soho House is seeking a Floor Manager to oversee a food and beverage floor, ensuring exceptional service and brand standards. You will lead a floor team, conduct training, manage staff development, and work with the General Manager to deliver a polished service experience for members and guests.

You will drive operational excellence, create efficient rotas, and uphold safety and appearance standards while collaborating with other departments to deliver consistent service.