Floor Supervisor, Hospitality ​/ Hotel ​/ Catering

Additional Information GBP 9504 annual tronc + additional service charge

Job Number

Job Category Food and Beverage & Culinary

Location 10 Berners Street, London Engla W1T 3NP
, United Kingdom VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Pay Range: GBP 13.87 Hourly Salary

As a key front of house representative of the F&B team the Nightlife Supervisor is responsible for supervising of the Lobby Bar, Punch Room and BASEMENT outlets, and including the, serving and hosting of our guests, delivering a five star luxury lifestyle guest service experience. Greet guests warmly and determine the reason for their visit and the number in their party.

Responsible for seating guests by finding a clean, available table; pulling out chairs and placing clean/current menu in front of guest, etc. Guide guests through the Lobby Bar and other F&B outlets and provide any needed assistance. Move and arrange tables, chairs, and settings and organize seating for groups with special needs. Ensure place settings are appropriate and each guest has a napkin, clean silverware, and any other item that is part of the standard place setting.

Check menus to ensure they are current, clean, plentiful, and wrinkle-free. Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures. Monitor the Lobby Bar for seating availability, service, safety, and well-being of guests. The role involves actively up selling to each guest at each correct opportunity when making recommendations to maximize revenue working to achieve personal and team related revenue and service goals.

Ensure every guest receives a personalized unique original experience.

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Coordinate and curate the guests in the Lobby Bar, so as to create a lively interactive atmosphere at all times.
• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Assist other employees to ensure proper coverage and prompt guest service.

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and…