Heard. is a premium fast-casual smash burger concept from 2 Michelin-starred chef Jordan Bailey, born from a desire to take an everyday classic and make it quietly exceptional. We combine top-quality, thoughtfully sourced ingredients with the rigour and technique of the world’s best kitchens. No gimmicks, no shortcuts - just maximum flavour done right.
After a massive year touring the UK’s biggest events, we opened our permanent home in Borough last year, pairing our signature burgers with considered natural wines, craft beer, and a warm, efficient service style.
Now, with our second site in Soho thriving, we are looking forward to our next chapter. We are actively eyeing up our third and fourth restaurants and are looking to bolster our leadership team with a grounded, meticulous General Manager who embodies our core ‘hospitality at Heard’ values: Confident, Attentive, and Warm.
The Food: A monthly meal for you and four guests, on us.
Professional Growth: Formal qualifications paid for, including Mental Health First Aid, H&S Level 3, and your Personal Licence.
Be a Brand Ambassador: Represent Heard. on the floor, creating a genuine, unfussy atmosphere that turns first-time guests into regulars.
Build, Lead and Develop the Team: We hire personality first. You will recruit, onboard, and retain and develop a hospitality-led FOH & BOH squad, keeping team morale high and target retention at 90%+ with a clear development and succession plan for your team
Drive Guest Satisfaction: Deliver an effortless guest experience where 90%+ of feedback from guests and mystery diners reflect excellence in hospitality and product execution.
Align the Shift: Run structured daily briefings and post-shift debriefs, ensuring the team is completely aligned on service goals, product provenance, and performance standards.
Own the Space & Vibe: Ensure everything in the room - from the lighting and setup to the playlist - remains deliberate, welcoming, and natural. Lead the restaurant to consistently deliver high-energy service while maintaining immaculate standards across every shift.
Collaborate on Strategy: Meet weekly with our operations, marketing, and culinary teams to execute promotions and continuously refine our daily processes.
Maintain Total Compliance: Keep the site fully compliant across EHO, licensing, health & safety, and internal and external audits.
Manage the P&L: Take full ownership of site-level financial health, tracking food and beverage costs, labour, waste, controllables, and overall site profitability.
Proven Leadership: Solid experience as a General Manager or an Assistant General Manager in a high-volume, premium fast-casual or restaurant environment, who leads from the front, is visible, hands-on and calm under pressure.
A People Development Mindset: The ability to coach the team in real time - correcting and reinforcing our non-negotiable service standards right on the floor.
Genuine Passion: You love great food, and the art of effortless, high-standard hospitality.
Operational Fluency: Strong commercial acumen with direct experience managing rotas, stock, reporting, and full site P&Ls.
This is an opportunity to help shape a growing brand, not simply manage a restaurant. So, if you are a grounded leader who takes food seriously but leaves the stuffy formality at the door, we would love to hear from you.
General Manager • London, United Kingdom
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