Floor Supervisor

Roles and responsibilities

• A Degree or Diploma in Hospitality Management or a related field is preferred.
• A proven track record in a Luxury Hotel environment or Fine Dining Restaurant in a supervisory role, delivering sensational Guest Experiences synonymous with FIVE's award-winning Service Quality.
• Excellent leadership, communication and interpersonal skills, leveraging strong verbal and written skills to engage effectively with Guests, FIVE Tribe Members, and stakeholders.
• Exceptional skills in Improving Customer Satisfaction and Addressing Complaints with Tact, showcasing a commitment to Industry-Leading Standards.
• Extensive knowledge of Food and Beverage Operations, including ‘FIVE-Star’ Service Standards, Wines, and Cocktail Preparation.
• Next-Level Team Management skills, effectively leading and inspiring the FIVE Tribe to New Heights.
• Proficient in Point-Of-Sale (POS) Systems and Restaurant Management Software.
• Flexibility to work a variety of shifts, including weekends and holidays, based on the requirements of the Hotel.
  

Key Responsibilities

• Supervises and provides exemplary guidance to the Service Staff, including Waiters, Waitresses, and Hosts/Hostesses, ensuring a Next-Level service experience.
• Inspires and motivates the Team to deliver Sensational Service, fostering a Positive, Collaborative Work Environment.
• Conducts regular, insightful and fair Performance Evaluations, providing constructive feedback to enhance staff Performance and Development.
• Collaborates closely with the Restaurant Manager to develop and implement hand-crafted Standard Operating Procedures, elevating Service Efficiency to be First-in-Class.
• Offers ongoing Coaching and Mentorship to support the professional growth and development of the Service Team.
• Imparts comprehensive training to new team members on FIVE’s Boundary-Breaking Service Standards, Exquisite Menus, and Standard Operating Procedures.
• Extends a Warm Welcome to Guests, ensuring they receive Prompt and Personalised Service that leaves a lasting impression.
• Handles Guest Inquiries, Concerns, and Complaints with the utmost professionalism and efficiency, always striving to surpass their expectations from Luxury Dining.
• Anticipates Guest Needs, proactively addressing any concerns to ensure a seamless and unforgettable Dining Experience.
• Maintains a visible presence in the Dining Area, engaging with Guests and promptly resolving any Service-Related Concerns.
• Organises and meticulously schedules ‘FIVER’ Shifts, ensuring Efficient Coverage for all Restaurant Operations.
• Ensures seamless Day-To-Day Operations of the Restaurant, adhering to established Service Standards and following FIVE’s industry-leading Health and Safety Regulations.
• Oversees and meticulously maintains the ‘FIVE-Star’ Cleanliness and Organisation of the restaurant, including Dining Areas, Service Stations, and Back-Of-House Areas.
• Coordinates seamlessly with the Culinary Team to ensure the Timely and Aesthetic delivery of Food and Beverages, maintaining ‘FIVE-Styled’ Quality and Presentation Standards.
• Monitors and controls Inventory Levels, ensuring Supplies are available to meet guest demand while Minimising Waste.
• Promotes visionary Upselling and Suggestive Selling Techniques amongst the service staff, intelligently Maximising Revenue Opportunities.
• Assists in creating and executing bold and disruptive Promotional Activities, Special Events, and Themed Nights, growing restaurant revenue.
• Stays at the forefront of Industry Trends, new Menu Items, and Beverage Offerings, effectively training FIVE Tribe Members and enhancing their Product Knowledge.
• Conducts thoughtfully curated training sessions on Service Techniques, Customer Service, and Upselling Strategies, ensuring a continuous improvement in staff performance.

Desired candidate profile

Leadership Skills

1. Team Management: Overseeing waitstaff and support staff, providing guidance and support.
2. Training: Onboarding and training new employees on service standards and procedures.

Customer Service Excellence

1. Guest Relations: Interacting with customers to ensure satisfaction and addressing any concerns or complaints.
2. Service Quality Control: Monitoring service levels and ensuring all staff maintain high standards.

Communication Skills

1. Coordination: Facilitating communication between the front of the house and the kitchen to ensure orders are filled accurately and promptly.
2. Conflict Resolution: Handling disputes or issues with customers or staff calmly and effectively.

Organizational Skills

1. Floor Management: Overseeing table assignments, reservations, and seating arrangements to optimize flow.
2. Shift Coordination: Managing staff schedules and ensuring adequate coverage during busy periods.

Problem Solving

1. Operational Troubleshooting: Quickly addressing any issues that arise during service, such as staff shortages or equipment malfunctions.
2. Adaptability: Adjusting plans based on changing circumstances, like unexpected guest volume or special requests.

Attention to Detail

1. Service Standards: Ensuring that all staff adhere to restaurant policies, procedures, and presentation standards.
2. Quality Checks: Monitoring food and beverage quality before service to maintain high standards.