Floor Supervisor

Department: Floor

Location: London Liverpool Street

Compensation: £12.21 - £18.00 / hour

Description

Be part of something special from the start! We're recruiting now for this exciting role, with a planned start date in January 2026, giving you the perfect time to prepare for your next career chapter. Join the founding team of this brand new concept and make your mark on an exciting fresh venture.

What This Role Is Here To Do (Role Purpose)
As Floor Supervisor, you lead the floor in real time, supervising Waiters and Games Hosts and reporting to the Duty Manager. You set pace and tone at the door and on the floor, keep service flowing smoothly between bar, kitchen, and games, and step in early to resolve issues. You coach the team on standards, product knowledge, and guest care so that every interaction feels warm, efficient, and on‑brand. Your goal: seamless service, happy guests, and a calm, well‑coordinated team.

What Success Looks Like
· Guests are welcomed quickly, seated smoothly, and experience timely, accurate service.
· Sections run to standard: clean, organised, and guest‑ready with clear ownership.
· Check‑backs are timely; issues are resolved on the spot or escalated appropriately.
· Team members are well briefed and confident; new starters progress to standard quickly.
· Queue and wait times are communicated clearly and managed proactively.
· Speed‑of‑service, order accuracy, and guest feedback (ratings/reviews) improve over time.
· Clean close and accurate handovers; minimal comps/write‑offs due to service errors.

Where This Role Can Take You


· Duty Manager
· Events Coordinator

Our Way of Working


This role is delivered with care, curiosity, and integrity, in line with our Poolhouse values:
Experience Obsessed | Take Care | Seek Excellence | Integrity | Elite Sports Team Mentality



Key Responsibilities

· Lead the floor on shift: deploy Waiters and Games Hosts, set section ownership, and manage pace.
· Deliver pre‑shift briefs (VIPs, large bookings, timings, menu notes, safety) and clear handovers.
· Support accurate seating and guest flow; coordinate with reception/hosts on waitlists and walk‑ins.
· Coach in the moment on service standards, menu knowledge, upselling, and guest recovery.
· Ensure timely order taking, course pacing, check‑backs, and swift bill settlement.
· Keep sections immaculate: resets, cleanliness, ambience (lighting, music levels) and presentation.
· Liaise with bar and kitchen to manage service windows, turnarounds, and large group orders.
· Handle guest queries, complaints, and special requests professionally; resolve or escalate to Duty Manager.
· Support onboarding and training for new team members; track progress against standards.
· Complete opening/closing checklists, incident logs, and daily floor handovers accurately.
· Uphold Health & Safety, allergens, and licensing procedures; model best practice on the floor.
· Assist events with check‑ins, staging, and service during peak group bookings.


Skills, Knowledge and Expertise

· Experience as a senior waiter/section lead in a high‑volume, premium environment.
· Confident shift leader: calm under pressure, decisive, and solutions‑focused.
· Excellent communicator; clear, kind, and direct with guests and teammates.
· Strong product knowledge (food, drinks, allergens) and commitment to service standards.
· Organised with great attention to detail; keeps spaces tidy and guest‑ready.
· Skilled in conflict resolution and guest recovery; diplomatic and professional.
· Comfortable with POS/handheld ordering, queue tools, and basic digital checklists.
· High personal standards; punctual, well‑presented, and a role model for Poolhouse values.


Benefits

• Employee ‘Success Share Scheme’
• Free Health Assured EAP membership (counselling, life coaching, legal and financial support)
• Perks and Discounts platform
• £100 Monthly Employee rewards
• Medicash Health Cash plan
• Wagestream access (early pay & savings tools)
• Paid volunteer day for a charity of your choice
• A Duvet Day Allowance
• Birthdays off
• Free nutritious meals at work
• Twice yearly Poolhouse Socials