Floor Manager – Friends of Ours @ Serpentine
About Friends of Ours
Founded in Hoxton in 2015, Friends of Ours blends the creativity of the antipodean brunch scene with the energy of London hospitality, placing people, guests and teams alike, at the heart of everything we do.
At Serpentine, we operate across a unique campus in one of London's most iconic settings, offering destination brunch, a refined all-day food and beverage experience, and private events in the evening. In the summer months, Pavilion Coffee becomes a vibrant open-air coffee and snacks spot for park-goers, helping the venue evolve naturally with the rhythm of the park and its community.
Role Overview
The Floor Manager is responsible for delivering exceptional service on the floor during their shifts, leading the front-of-house team and ensuring consistency, warmth and pace throughout each trading period.
Working closely with and reporting to the General Manager, the Floor Manager is a hands-on leader who sets the standard on the floor, supports the team in real time, and takes ownership of service quality shift by shift.
Key Responsibilities
1. Service Leadership & Floor Presence
Service excellence is non-negotiable. The Floor Manager is expected to:
- Lead by example with a visible, confident presence on the floor
- Set the tone for warmth, pace, professionalism and hospitality
- Actively manage service quality during key trading periods
- Run smooth, well-organised sections and ensure pace across the floor
- Personally handle guest interactions when required, especially:
- Regulars & VIPs
- Complaints or recovery moments
- Special occasions & high-profile guests
2. Shift Operations
The Floor Manager supports the smooth running of daily operations, including:
- Leading opening and closing procedures on shift
- Ensuring the floor is set up correctly and ready for service
- Managing the flow between front-of-house, kitchen and bar
- Following all SOPs, policies and legal requirements
- Supporting cash handling, POS and reservations discipline
- Escalating operational issues to the General Manager as needed
3. Team Leadership & Training
Building a strong, consistent team is central to the role. Responsibilities include:
- Briefing and motivating the floor team before and during service
- Supporting onboarding and on-the-job training for new team members
- Reinforcing service standards, product knowledge and brand values
- Providing real-time coaching and feedback on the floor
- Creating a culture of pride, accountability and teamwork across shifts
4. Guest Loyalty & Community Building
Beyond service execution, the Floor Manager is expected to help build loyalty:
- Developing genuine relationships with regular guests
- Ensuring guest preferences are recognised and remembered
- Creating a sense of belonging and community around the venue
- Turning first-time guests into repeat customers through experience, not discounts
5. Commercial Awareness
While overall financial accountability sits with the General Manager, the Floor Manager contributes to performance by:
- Driving revenue through service quality and an upselling culture
- Minimising waste and supporting stock discipline on shift
- Managing the floor team efficiently during service
- Flagging issues and opportunities to the General Manager quickly
Profile & Experience
Essential
- Proven experience as a Floor Manager, Supervisor or similar front-of-house leadership role in a high-quality restaurant or hospitality business
- Deep understanding of service standards and guest experience
- Natural leader with credibility on the floor
- Calm under pressure, organised and hands-on
Highly Valued
- Background in premium casual, boutique hospitality or quality-led brands
- Experience training and developing team members
- Commercial awareness and an upselling mindset
- Level 2 Food Hygiene certificate
What We Offer
- Annual Salary: [to be confirmed] + service charge
- 40h per week over 5 days
- Daytime shifts + occasional evening private events
Pay: £16.00 per hour
Benefits:
- Company pension
- Discounted or free food
- Employee discount
Work Location: In person
