Job Description

Working in hospitality and retail establishments, floor supervisors manage the front-end operations, such as performing opening and closing operations, delegating tasks to front-end employees throughout the day, and ensuring each customer or patron has an excellent experience. Floor supervisors are typically employed by hotels, cruise ships, casinos, and any retail establishment that has a shop floor. Duties vary significantly depending on the industry, but there are a few responsibilities common to all floor supervisors. This is not a position for someone who prefers a 9 to 5 schedule. Many floor supervisors work nights and weekends.

A middle management position, floor supervisors have a leadership role and some managerial responsibilities, such as depositing money, delegating work, and managing employees, though they still have a manager to answer to. The job title varies depending on the industry. According to the National Bureau Of Labor Statistics, the demand for lodging managers, which includes floor supervisors, is set to rise 6 percent through 2026.

Floor Supervisor Duties and Responsibilities

Floor supervisors perform many duties in their quest to make sure each guest or patron has the best experience possible. We researched floor supervisor job descriptions to build the following list of floor supervisor duties and responsibilities:

Inspect Guest Areas for Cleanliness

First impressions are everything, especially in the hospitality business. Floor supervisors routinely inspect guest areas for cleanliness and deploy custodial staff as necessary.

Greet and Build Rapport With Guests

A warm and open disposition is essential for floor supervisors as one of their most important duties is providing a good first impression to new guests. Establishing a good rapport with first-time guests leads them to become loyal patrons.

Monitor Establishment’s Financial Performance

Floor supervisors monitor the amount of revenue generated by the establishment on a daily basis. They create reports based on key performance indicators and present it to their managers regularly.

Perform Opening and Closing Procedures

Although some floor supervisors may work at establishments that don’t close, they still need to open and close registers and make cash deposits on a daily basis.

Diffuse Customer Complaints

Sometimes a customer has a complaint that involves an employee. Floor supervisors have to remain objective, listening to both sides of the argument, and using their conflict resolution skills to diffuse the situation. This sometimes includes disciplining employees.

Delegate Basic Tasks to Staff

Floor supervisors are responsible for making sure all of the staff does what is required of them. They collaborate with their manager during the hiring process and train new hires on company policy. They also delegate basic tasks on an as-needed basis.