The floor manager of a hotel or restaurant is the forefront of customer service and hospitality for their organization. This position is supervisory in nature and work hours may certainly vary depending on operating hours, and formal education requirements for the position also vary; some restaurants and hotels will accept years of work experience in place of education, while others require a bachelor’s degree in a field such as retail management, marketing, business administration, hospitality, tourism management, or sales management.
A floor manager will have a variety of responsibilities depending on the particular hotel or restaurant, its size, and the general level of service provided. Some common duties include: greeting and serving customers and ensuring prompt service and satisfaction; ordering stock; leading team meetings; recruiting, training, and supervising employees; delegating work duties and maintaining schedules; general assistance in customer operations; maintaining a professional and courteous attitude; “filling in the gaps” when it comes to service; handling any customer complaints; and performing various administrative duties.
It is imperative that this person exhibits strong communication skills, as he/she leads employees and will need to communicate effectively with customers. Floor managers should have natural leadership skills and an optimistic attitude, and be willing to go above and beyond for their customers.
Floor Manager, Hotel/Restaurant Tasks
Provide customer service, answer customer questions, and address complaints.
Oversee the balancing of cash drawers, record income and expenditures, and monitor inventory.
Manage, train and supervise staff, schedule staff hours, and uphold standards of customer service.
Ensure compliance with health and safety regulations.