Job Title: Senior Floor Manager (reporting to Atelier General Manager)
Location: Josh Wood Colour Atelier, West London (due to the client facing nature of this role remote working is not available for this position).
Start date: ASAP
Hours: This role requires a shift pattern with starting times from 8am and closing times up to 7pm. You will be required to work 2 Saturdays per month (where a Saturday is worked, days off will be Sunday and Monday).
About UsThe Josh Wood Colour Atelier provides a luxury, bespoke service to clients who expect the highest level of expertise, attention, and care. We pride ourselves on delivering an exceptional experience in a modern environment. As an industry leader, we aim to create a welcoming atmosphere for both clients and staff while maintaining impeccable levels of service.
Position OverviewWe’re excited to welcome an inspiring and accomplished Senior Floor Manager who will lead our team in creating extraordinary experiences across every touchpoint of our Atelier. As a natural leader and service champion, you’ll guide the seamless orchestration of our front of house operations, retail experience, kitchen services, and colour floor – ensuring each area reflects our unwavering commitment to excellence.
In this pivotal leadership role, you’ll mentor and inspire our front of house and Atelier assistant teams, fostering a culture where exceptional client service isn’t just expected – it’s celebrated. You’ll take ownership of creating memorable client journeys from reservation to farewell, while thoughtfully curating our luxury hair and beauty retail offerings to enhance every visit.
Working closely with our General Manager, you’ll be the driving force behind our service philosophy, empowering your team to consistently exceed client expectations. Your leadership will ensure that every interaction, every detail, and every moment spent in our Atelier reinforces why our clients choose to return time and again.
We’re seeking a passionate leader who thrives on elevating others and takes genuine pride in setting the gold standard for service excellence. You’ll bring proven experience in luxury service environments, natural mentoring abilities, and an unwavering dedication to creating experiences that our clients will treasure. If you’re ready to lead a team that shares your passion for extraordinary service and attention to detail, we’d be honored to have you join our Atelier family.

KEY RESPONSIBILITIES

• People Management
• Supervise and support Atelier assistants, baristas and front of house team to ensure smooth daily operations.
• Maintain a positive and efficient work environment, providing leadership and guidance to team members.
• Ensure that staff adhere to Atelier policies and procedures, promoting professionalism at all times.
• Lead daily team stand-up meetings.
• Address team issues and resolve conflict effectively.
• Merchandising & Retail Product Management
• Oversee the display and merchandising of haircare and beauty products, ensuring all products are well presented and always stocked.
• Promote the sale of products to clients, offering product knowledge and making recommendations based on services rendered during appointment.
• Collaborate with management to ensure an exceptional range of products are available and aligned with customer preferences.
• Front of House
• Manage the front of house experience, ensuring it is exceptional for both clients and staff (including clienteling, client experience and column optimisation).
• Ensuring the front of house team presentation meets expected standards.
• Train and onboard new team members.
• Provide team training on new products and retail offers.
• Client Relations & Customer Experience
• Greet clients upon arrival, creating a welcoming and lasting first impression.
• Provide a high standard of customer service, addressing client needs and any concerns in a friendly and efficient manner.
• Handle client feedback, resolving any issues or complaints promptly and effectively (escalating to General Manager where required).
• Lead on improvements to end-to-end customer journey, including new client consultations.
• Daily presence in the Atelier to create and maintain a brilliant culture and atmosphere on the floor, acting as a Josh Wood brand ambassador, instilling best practices and leading by example.
• Operational Support
• Ensure the Atelier floor is kept tidy, organised, and visually appealing at all times.
• Manage inventory, ensuring sufficient stock levels for colour services and retail products.
• Assist with administrative duties, including records management and staff rotas.
• Ensure compliance with health and safety regulations.
• Supporting the colourists and responding to their requests to provide the best possible outcomes.
• Barista Supervision
• Oversee the barista station, ensuring all beverage services meet standards.
• Ensure the barista maintains a clean and professional service station.

ROLE REQUIREMENTS

• Minimum 5 years experience in a managerial role within a high-end salon environment.
• Supporting the General Manager is key to this role and therefore you must be comfortable with flexibility and be willing to adapt working hours as required by business needs.
• Exceptional organisational and time management skills with the ability to prioritise tasks.
• Strong communication skills.
• The ability to lead a team and keep morale high.
• Exceptional attention to detail
• Excellent customer service skills and a passion for delivering a premium client experience.
• Ability to handle multiple tasks simultaneously and stay calm under pressure.
• Experience in managing bookings and handling reservations systems.
• Knowledge of haircare and beauty products is a plus, though training will be provided.