Key Responsibilities
Leadership & Staff Management
Lead, motivate, and support all front-of-house staff during shifts.
Allocate sections and tasks fairly and efficiently.
Monitor staff performance and provide coaching where needed.
Assist with onboarding and training new employees.
Operational Oversight
Oversee the flow of service, ensuring timing and quality meet company standards.
Coordinate with kitchen, bar, and management teams for smooth operations.
Manage any guest complaints or service issues promptly and effectively.
Ensure compliance with health & safety, hygiene, and licensing regulations.
Guest Relations
Engage with guests to ensure satisfaction and respond to feedback.
Handle escalated guest concerns with professionalism and care.
Administrative Duties
Assist with opening and closing procedures.
Manage shift handovers and communication between teams.
Support stock control and ordering processes as required.
Skills & Qualities Required
Strong leadership and communication skills.
Proven experience in front-of-house roles, ideally as Head Waiter or similar.
Ability to manage multiple priorities and stay calm under pressure.
Excellent problem-solving and conflict resolution abilities.
Strong organisational skills and attention to detail.
Confidence in representing management on the floor.
Progression Path: From Head Waiter to Floor Supervisor
Stage
Focus Areas
What You Need to Demonstrate
Head Waiter
Lead team sections, maintain service quality
Consistently manage own section well and support team leadership.
Senior Head Waiter / Assistant Supervisor (optional)
Take on additional supervisory duties and assist Floor Supervisor
Show ability to handle operational tasks and leadership under pressure.
Floor Supervisor
Manage full floor, coordinate teams, resolve issues
Exhibit strong leadership, multitasking, and conflict management skills.
How to Progress
Develop leadership further: Take initiative in coordinating team activities and supporting peers.
Gain operational experience: Learn about scheduling, stock control, and reporting.
Enhance communication: Build strong relationships with kitchen, bar, and management teams.
Demonstrate problem-solving: Manage guest complaints and staff issues effectively.
Seek feedback and training: Pursue courses or mentorship in hospitality management and supervisory skills.
Key Takeaway:
As a Floor Supervisor, you are a crucial leader who ensures that every element of the guest experience and team performance runs smoothly balancing people management, operational oversight, and exceptional hospitality.
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