The Avenue, Devonshire Square, London, EC2M 4YP, UNITED KINGDOM
As a Lucky Voice Floor Manager, you are the conductor of the party. You will lead shift operations to deliver world-class karaoke, cocktail, and late-night host experiences. You are responsible for maintaining seamless room turnaround, guest satisfaction, floor flow, and high team energy while driving revenue, upholding compliance, and supporting overall venue performance.
Key Responsibilities
1. Shift Leadership & Operations
Manage day-to-day floor operations, ensuring seamless transitions between room bookings and bar service.
Lead pre-shift briefings ("briefings") to set daily sales targets, assign floor zones, and boost team morale.
Oversee room allocation, room control systems, and walk-in guest flow to minimize wait times and maximize revenue.
Step in during peak periods to support floor staff, room hosts, and bartenders.
2. Guest Experience & Hospitality
Act as a visible brand ambassador, greeting guests and ensuring every group receives top-tier Lucky Voice hospitality.
Maintain high standards of customer service across karaoke rooms, communal bar areas, and check-in desks.
Handle guest queries, complaints, and feedback calmly, professionally, and promptly.
Ensure room technology (karaoke touchscreens, microphones, lighting, call buttons) is functioning perfectly throughout the shift.
3. Team Management & Development
Supervise, coach, and motivate floor staff, room hosts, and bar runners on shift.
Onboard and train new floor staff on service standards, upselling techniques, and venue procedures.
Conduct mid-shift check-ins and performance reviews to foster a positive, high-performing team culture.
4. Financials & Sales
Actively promote upsells (drink packages, food platters, extra room time, and corporate add-ons).
Manage cash handling, till reconciliation, float management, and end-of-shift reporting.
Monitor stock levels on the floor, managing glassware flow and floor replenishment.
5. Safety, Compliance & Standards
Enforce licensing laws, Challenge 25 policies, and responsible service of alcohol guidelines.
Coordinate with security personnel to ensure guest safety and smooth door entry/exit operations.
Oversee venue cleanliness, hygiene, and room reset standards throughout the shift and during closing procedures.
Ensure full compliance with Health & Safety and Fire Safety regulations.
Required Skills & Experience
Experience
1–2 years of supervisory or assistant management experience in a high-volume hospitality, late-night, bar, or entertainment environment.
Proven track record of managing floor staff and leading busy shifts.
People Leadership: Strong ability to inspire, coach, and direct a diverse team.
Customer Focus: Passionate about memorable entertainment experiences and exceptional host culture.
Problem Solving: Quick-thinking under pressure with high adaptability during peak hours.
Communication: Excellent verbal and written communication skills.
Tech-Savvy: Comfortable operating AV systems, room management software, and modern EPOS systems.
Desirable Qualifications
Personal Licence Holder (e.g., APLH).
First Aid at Work certified.
Food Hygiene Level 2 or higher.
What Lucky Voice Offers
Competitive salary and performance-based bonus scheme.
Staff perks including free karaoke room bookings for friends and family.
Food and drink discounts across all venue locations.
Structured career path with ongoing leadership training and development.
A fun, inclusive, and music-driven working culture.
Screening Questions
- Do you have experience in a similar role?
- Will your commute be 20 minutes or less?
- Describe your customer service experience
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