Nashville | Floor Manager | Upscale American

DESCRIPTION:

The Floor Manager is responsible for the daily execution of dining room service, ensuring that established hospitality, service standards, and operational procedures are carried out consistently and effectively. Reporting to the General Manager, this leadership role supervises the dining room floor during service, coaches hourly employees, maintains guest satisfaction, and ensures efficient communication between the dining room team and the maître d’ team. This position is a leadership role first and foremost; while the Floor Manager assists with service when appropriate, their primary responsibility is to supervise, direct, and elevate the operation in real time. The Floor Manager maintains a service environment that is polished, organized, guest-focused, and financially responsible.

Core Responsibilities

• Oversees the daily execution of service in the dining room, ensuring established Steps of Service and SOPs are followed consistently. 
• Provides real-time coaching, direction, and performance feedback to hourly hospitality employees during service. 
• Maintains active awareness of service flow, table pacing, turn times, and overall guest satisfaction to maximize capacity and experience. 
• Addresses guest concerns, service recovery situations, and hospitality issues with professionalism and urgency. 
• Monitors staffing levels throughout service and makes real-time labor-related decisions based on business volume. 
• Leads or participates in daily pre-service meetings to communicate shift priorities, guest notes, and operational expectations. 
• Holds employees accountable for execution, professionalism, and consistency while helping reinforce employee handbook standards. 
• Assumes designated areas of operational ownership as assigned, which may include employee training, service standards, bar operations, systems, or administrative support. 

Operational Involvement

The Floor Manager anchors dining room flow and daily shift operations by:

• Serving as the primary communication bridge between the hospitality team, maître d' team, and leadership. 
• Maintaining ongoing communication with the door team regarding dining room pacing, table availability, service bottlenecks, and VIPs. 
• Assisting with service when needed without compromising primary supervisory responsibilities. 
• Preparing the restaurant for service, including opening readiness checks and managing lighting, sound, and TV systems. 
• Executing closing responsibilities, including daily logs, verifying server and bartender checkouts (cash sales, tips, bar banks), and ensuring side work completion. 
• Utilizing operational software daily, including OpenTable, Toast, HotSchedules, iSolved, Basecamp, Microsoft Word, and Google Workspace. 

REQUIREMENTS:

• Demonstrated leadership experience in a high-caliber or fine-dining restaurant environment. 
• Proven ability to coach, mentor, and elevate the performance of hourly front-of-house staff. 
• Strong real-time problem-solving skills with the ability to resolve operational challenges without disrupting service flow. 
• Excellent communication skills with the ability to liaise effectively across door, floor, and leadership teams. 
• Proficiency in modern POS and reservation systems (e.g., Toast, OpenTable) and operational software. 
• Strong understanding of labor management, seating capacity optimization, and service pacing. 

BENEFITS:

• Competitive Salary ($60-80K+ depending on experience)
• Medical/Dental/Vision
• 401K
• Bonus Potential 
• Parking
• PTO
• Equal Opportunity Employer