Be you. At work.
Here at Locke, we create spaces where you can be you – and we don’t just mean our design-led aparthotels. From front desk to back office, on-the-ground to behind-the-scenes, our team makes Locke what it is. Forget demographics: we’re building a community of the culturally curious. The forward-thinking. The ever-questioning.
Locke is growing. With new openings across the UK and Europe coming up, we’re at an exciting time in our young life. Want to get stuck in? Roll up your sleeves and let’s go.
We're looking for a Food & Beverage Supervisor to join our team at Locke at Broken Wharf, London.
JOB OVERVIEW
To co-operate and work with departmental colleagues and team members across the business, carry out tasks as designated and manage the day-to-day practical aspects of customer service in an organised, structured and professional way.
The F&B Supervisor leads the team on shift from the front, coordinates with the kitchen and bar teams, provides high standards of customer service and product quality, handles customer complaints, and ensure compliance with health and safety regulations.
To carry out all tasks and procedures in line with statutory requirements and ensure that customer service is provided in line with the business and performance objectives of the Hotel.
DUTIES AND RESPONSIBILITIES
Service Delivery:
- Creating tell-your-mates experiences that makes guests want to keep coming back.
- Lead, coach, and encourage the F&B team in taking responsibility for service standards.
- Welcoming guests, directing them to their tables, and ensuring a clean and inviting space.
- Presenting menus, answering questions about dishes and beverages, and accurately record orders.
- Delivering food and beverages promptly and efficiently, ensuring proper presentation and temperature.
- Be a system specialist on Mews POS able to upload and edit product and pull reports as necessary.
- Refill drinks, clear used plates, and maintain a clean and organised dining area.
- Process payments, whether by credit card or room charging.
- Supervise seamless daily operations, balancing efficiency with high service standards.
- Delegate effectively so everything runs smoothly
- Monitoring customer satisfaction, interacting with guests, and addressing complaints or concerns promptly.
- Follow company policies and procedures to ensure that customer service processes run smoothly and the customer is satisfied.
- Liaise with other departments such as operations, reservations, and finance to ensure issues are resolved efficiently and within agreed service level agreements.
- Oversee guest satisfaction - seek feedback to continuously improve service delivery.
- Execute relevant cost control measures while maintaining a premium guest experience.
- Identify upselling opportunities and present them to the team.
General Operations & Team Support:
- Work flexibly across multiple areas depending on business needs.
- Support events, activations, and lifestyle programming.
- Ensure public areas remain clean, inviting, and on-brand.
- Maintain a positive, supportive, and inclusive team environment.
- Follow all hotel policies, safety procedures, and brand standards.
Other:
- While this job description is intended to be an accurate reflection of the duties involved with this position, the company reserves the right to add, remove or alter duties when business need dictates.
REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE FOR THIS ROLE
Qualifications:
- A High School diploma or equivalent qualification is desirable.
Experience:
- Similar relevant experience at a supervisor or senior server level in a food and beverage service environment.
- Demonstrated ability to deliver excellent customer service and ensure guest satisfaction
- Experience with inventory control and stock management is beneficial.
- Excellent communication and interpersonal skills are vital for interacting with employees, customers, and other departments.
Skills:
- Motivating, training, and supervising employees to achieve operational goals and maintain high standards.
- Effectively organising and prioritising tasks, especially during peak hours.
- Addressing employee issues and customer complaints in a calm and professional manner.
- Understanding budgeting, inventory control, and cost management.
- Tracking inventory levels, ordering supplies, and minimising waste.
- Adjusting to changing demands and environments and being flexible in their approach.
