Floor Manager

Join the team at The Twenty Two, a luxury lifestyle hotel based in London, is located in the heart of Union Square-in the landmarked Margaret Louisa Home.   

We are seeking experienced and enthusiastic Service Managers to join our team. The Service Manager is responsible for ensuring exceptional guest experiences and smooth operations on the floor. This role combines leadership, operational oversight, and staff development to maintain the highest standards of service. The Floor Manager works closely with the senior leadership team to align with the culture and policies of the restaurant, driving both guest satisfaction and financial success.

The ideal candidate will have a minimum of 2 years of experience in hospitality – preferably fine dining restaurant, members club experience or hotel experience. A solid understanding of the basics of the wine, spirits and beverage world.

Job Title: Service Manager 
Direct Supervisor: General Manager 
Direct Reports: FOH hourly staff 
Status: Exempt 
Position Type: Full-time 

Position Overview 
The Service Manager at The Twenty Two New York is responsible for overseeing day-to-day front-of-house operations to ensure exceptional guest experiences and efficient service execution. This role provides leadership and operational support to the FOH team, ensuring service standards, policies, and procedures are consistently followed. The Floor Manager works closely with the General Manager and leadership team to support service excellence, team performance, and overall operational success. 

Duties and Responsibilities 

• Supports the General Manager in supervising, training, and managing FOH hourly employees, providing clear direction and ongoing feedback.
• Oversees daily floor operations, including guest flow, table assignments, pacing of service, and staff coordination to optimize efficiency and guest satisfaction. 
• Conducts daily pre-shift meetings to communicate service expectations, operational updates, reservations, special guests, and menu changes.
• Actively engages with guests throughout service to ensure expectations are met or exceeded and addresses concerns promptly and professionally.
• Ensures all FOH areas are maintained to standards for cleanliness, organization, and presentation at all times. 
• Coordinates with BOH leadership to ensure timely service, food quality, and smooth communication during service periods. 
• Maintains working knowledge of POS and reservation systems, including opening and closing procedures, comps, voids, transfers, and basic administrative functions. 
• Reviews daily time punches for accuracy and addresses timekeeping issues through coaching and documentation when necessary.
• Assists with FOH scheduling to ensure appropriate coverage while supporting labor cost goals. 
• Participates in the recruitment, onboarding, training, and development of FOH staff, fostering a positive and accountable team culture. 
• Promotes safe work practices andassists in identifying and addressing potential safety hazards; documents incidents and supports initial investigations when required. 
• Maintains compliance with all applicable health, safety, sanitation, and labor regulations. 
• Performs additional duties as assigned by management. 
• Maintains a thorough understanding of all food and beverage offerings, including ingredients, preparation methods, and menu highlights. 
• Demonstrates knowledge of dietary restrictions and food allergies and communicates relevant information to service and kitchen teams to ensure guest safety. 

Qualifications 

• 1–2 years of management experience in a high-volume restaurant environment.
• Restaurant management certification or degree in a related field preferred.
• Fluency in spoken and written English.
• Strong leadership and supervisory skills with the ability to motivate and develop team members.
• Excellent organizational skills and attention to detail.
• Strong interpersonal, communication, and customer service skills.
• Ability to remain professional and composed in a fast-paced, high-pressure environment.
• Flexible availability, including nights, weekends, and holidays; reasonable accommodations will be made for sincerely held religious beliefs. 
• Proficiency with restaurant management systems, including POS, reservations, inventory, and scheduling platforms. 
• Passion for hospitality, food, and beverage excellence.

Essential Functions and Physical Demands 

• This position requires the ability to perform essential job functions with or without reasonable accommodation.
• Stand and remain active for up to 12 hours per shift.
• Lift and carry items weighing up to 50 pounds.
• Frequently stand, walk, reach, bend, stoop, push, pull, and kneel.
• Frequently use stairs, including while lifting and carrying items.
• Occasionally crouch and climb.
• Be exposed to hazards including, but not limited to, burns, cuts, scrapes, and frequent exposure of hands to water.
• Withstand temperature fluctuations ranging from high heat to below freezing.
• Be exposed to common allergens and unique ingredients.
• Operate and work around equipment and machinery. 
• Occasionally travel to other company locations or vendors as needed.

Equal Employment Opportunity Statement 
The Twenty Two New York is committed to providing equal employment opportunities to all employees and applicants. Employment decisions are based on qualifications, merit, and business needs without regard to any protected characteristic. 

Job Description Acknowledgment 
I have reviewed this job description and understand the duties and responsibilities of this position. I acknowledge that job duties may change based on business needs. I understand that my performance evaluations will be based on my ability to perform the responsibilities outlined herein.