Floor Supervisor

Firmdale Hotels is an award-winning collection of individually designed hotels, founded by Kit Kemp and Tim Kemp. Each property reflects a distinct sense of place, combining bold, contemporary design with a warm, personal approach to hospitality.

Crosby Street Hotel, Firmdale’s flagship in New York, sits in the heart of SoHo and is known for its vibrant interiors, celebrated public spaces, and loyal international clientele. The hotel offers a highly individualized style of service—thoughtful, unpretentious, and deeply personal.

Joining Crosby means becoming part of a close-knit team that values personality, creativity, and genuine care for guests. It is an environment where service is intuitive rather than scripted, and where every team member contributes to the character and success of the hotel.

Position Summary

Reporting directly to the Food & Beverage Manager, the Food & Beverage Supervisor is responsible for overseeing the daily operation and service standards of all outlets of the Food & Beverage department. Including the restaurant, room service, and hotel amenity spaces. This role also plays an integral part in supporting banquet and special event operations. The Food & Beverage Supervisor is expected to deliver exceptional guest experiences, lead and motivate the service team, drive financial performance, and uphold the highest hospitality and service standards across all assigned outlets.

Schedules may vary based on business needs, including evenings, weekends, holidays, and special events.

Qualifications

• Minimum of 2 years of F&B management experience in a luxury hotel or fine dining restaurant (2-star level or higher), preferably in New York City
• Banquet and private event experience preferred
• Strong leadership, communication, and organizational skills
• Proficiency in Microsoft Office (including spreadsheet creation)
• Experience with POS systems (Micros, Aloha, etc.)
• NYC Food Handler’s License required (or ability to obtain)
• TIPS certification preferred

Key Responsibilities

Guest Service & Operations

• Ensure all guest needs are met and exceeded whenever possible
• Maintain an active and visible presence on the floor to lead and support the service team
• Handle guest complaints in accordance with company standards and report appropriately to the F&B Manager and/or Duty Manager
• Serve as a role model in guest engagement, hospitality, and professional presentation
• Utilize guest history to personalize service experiences
• Ensure team awareness of VIP guests and their specific requirements
• Build and maintain strong guest relationships
• Collect and document guest feedback, ensuring follow-through on future visits
• Continuously evaluate and improve service standards and operational procedures

Banquet & Special Events Operations

• Support the captains and kitchen teams on events execution during high volume periods
• Ensure events are executed on time and in accordance with brand standards
• Uphold all safety, service, and quality standards during event operations
• Act as a floor leader to ensure service flow, guest satisfaction, and operational efficiency

Team Leadership, Training & Development

• Assist in recruiting and retaining high-caliber team members
• Conduct effective pre-service meetings and provide consistent one-on-one coaching
• Conduct performance appraisals for assigned team members
• Identify training needs and coordinate appropriate development solutions
• Uphold service standards and order-of-service guidelines
• Maintain high standards of discipline, accountability, and professionalism
• Ensure appropriate staffing levels at all times for restaurant and event operations
• Ensure team members maintain strong product, menu, and event knowledge
• Support and maintain incentive programs
• Foster a positive, motivating, and professional work environment

Financial & Administrative Responsibilities

• Prepare and oversee weekly payroll
• Prepare monthly department summaries, including sales performance, staffing updates, training initiatives, and operational improvements
• Drive revenue goals and manage labor and operational costs
• Assist with monthly inventory and stock take; address discrepancies
• Ensure accurate completion of daily reports, opening/closing paperwork, and health department checklists
• Oversee proper cash handling procedures
• Ensure compliance with all company policies and local/state regulations

Compensation & Benefits

• Salary range for this position is $75,000 - $80,000
• Generous paid time off, including sick and safe leave, personal days, vacation days, and holiday pay
• Comprehensive medical, dental, and vision insurance
• Life insurance
• Transit Benefits and New York Secure Choice enrollment from Day 1
• Career growth and development opportunities, including annual education reimbursement
• Free staff meals while on shift
• Free uniform dry cleaning
• Staff appreciation events and recognition programs