General Manager

General ManagerQED Hospitality is a restaurant operations management group, focused on running Food & Beverage operations in boutique hotels and exclusive sites nationally.The General Manager is the primary steward of the L.A. Jackson experience and is responsible for the overall operational, financial, and cultural success of the property. This leader oversees daily restaurant and rooftop operations, develops and empowers a large and dynamic team, drives financial performance, and ensures an exceptional guest experience from opening through late-night close.The ideal candidate leads with humility, operates the business like an owner, maintains disciplined attention to detail, and embraces a "Yes, And..." approach to hospitality. This role requires a confident and hands-on leader who can navigate high-volume service, special events, rooftop programming, nightlife operations, and challenging guest situations while maintaining a calm, positive, and professional presence.KEY RESPONSIBILITIES: Operational LeadershipTake full ownership of the daily operation and overall performance of L.A. Jackson.Lead all restaurant, rooftop, bar, and guest-facing operations while maintaining exceptional standards of hospitality.Establish and maintain operational systems and procedures that promote consistency, efficiency, profitability, and an elevated guest experience.Ensure the operation is properly staffed, prepared, and positioned for daily service, special events, high-volume weekends, and seasonal programming.Maintain a visible leadership presence throughout the operation and remain actively engaged with guests and team members.Partner closely with the Executive Chef and culinary leadership to ensure seamless FOH and BOH communication and service execution.Monitor guest flow, reservations, staffing levels, service times, and overall business volume, making real-time adjustments as necessary.Ensure all company policies, procedures, service standards, and operating expectations are consistently followed.Serve as the primary Manager on Duty and provide leadership and decision-making support across all shifts.Team Leadership & DevelopmentBuild, lead, and retain a high-performing hospitality team that reflects QED's culture and Core Values.Coach, mentor, and develop managers and hourly team members through consistent training, feedback, and accountability.Foster an environment of trust, respect, teamwork, empowerment, and professional growth.Lead recruiting, interviewing, hiring, onboarding, training, and performance management for the operation.Establish clear expectations and hold team members and managers accountable to those standards.Conduct regular performance conversations and quarterly evaluations for direct reports.Identify high-potential team members and create opportunities for professional development and advancement.Recognize and celebrate exceptional performance while addressing performance concerns promptly and professionally.Lead by example and demonstrate that no task is beneath any member of the leadership team.Financial & Business ManagementTake ownership of the restaurant's financial performance and profitability.Analyze P&L statements, sales reports, labor reports, and other financial data to identify trends and opportunities.Develop and execute strategies to maximize revenue while maintaining appropriate labor, food, beverage, and operating costs.Manage labor budgets and ensure staffing levels align with business volume and financial goals.Partner with culinary and beverage leadership to monitor food and beverage costs, inventory, waste, and purchasing.Ensure all menus, pricing, promotions, and revenue-driving initiatives are accurately executed.Use financial and operational data to make informed business decisions.Communicate financial performance, challenges, and opportunities to senior leadership.Guest Experience & HospitalityChampion an elevated and genuine guest experience throughout every area of L.A. Jackson.Build relationships with guests, hotel partners, vendors, and community partners.Respond promptly and professionally to guest concerns and service recovery opportunities.Empower managers and team members to resolve guest concerns creatively and with empathy.Ensure the team embraces QED's "Yes, And..." approach by looking for solutions rather than simply explaining limitations.Maintain a welcoming, energetic, and elevated atmosphere appropriate for a premier Nashville rooftop destination.Monitor guest feedback and identify opportunities to continuously improve the experience.Safety, Security & De-escalationMaintain a safe environment for all guests and team members while preserving the hospitality experience.Must have demonstrated experience with guest de-escalation and conflict resolution, particularly in high-volume hospitality, nightlife, or similarly demanding environments.Work closely with the L.A. Jackson security team to proactively identify and address potential safety concerns.Partner with security leadership to ensure appropriate procedures are followed during guest disturbances, emergencies, and other safety-related situations.Ensure managers understand when to involve security or senior leadership and provide appropriate support during challenging situations.Remain calm, confident, and professional when responding to difficult, disruptive, or potentially escalating guest situations.Ensure all incidents, accidents, injuries, and significant guest or employee concerns are properly documented and communicated.Support safety and accident prevention programs throughout the operation.Events & Rooftop ProgrammingOversee the successful execution of private events, buyouts, special events, activations, and seasonal rooftop programming.Partner with the events team to ensure staffing, timing, guest flow, menus, beverage service, and hospitality standards are properly executed.Ensure seamless transitions between regular service and special events.Collaborate with hotel leadership and other property partners to support programming and business initiatives.Identify opportunities to increase revenue through events, special programming, and strategic partnerships.Communication & Cross-Departmental LeadershipMaintain consistent communication with QED senior leadership regarding operational performance, staffing, financial results, guest feedback, and business opportunities.Partner closely with the Executive Chef, Beverage leadership, FOH Managers, Events team, hotel leadership, and security team.Conduct effective pre-shift and leadership meetings to align the team around priorities and expectations.Communicate important operational information in real time rather than allowing issues to carry into future shifts.Provide clear direction and explain the "why" behind decisions to promote understanding and accountability.Ensure strong communication between opening and closing teams.PM, Late-Night & Closing OperationsMaintain strong oversight of the evening and late-night operation, particularly during peak nightlife periods.Ensure PM leadership has the tools, staffing, and direction necessary to successfully manage high-volume late-night service.Establish and maintain thorough closing procedures and accountability standards.Ensure financial closeout, cash handling, POS procedures, tip reporting, sanitation, security, and end-of-night responsibilities are completed accurately.Review nightly operational reports and manager notes and follow up on issues requiring additional attention.Ensure the property is properly secured and prepared for the following day's operation.Support late-night leadership and remain available as needed during high-volume weekends, special events, and significant operational situations.Attention to Detail & Continuous ImprovementMaintain disciplined attention to detail throughout every aspect of the operation."See something, do something" by addressing operational concerns quickly and proactively.Regularly evaluate systems and procedures and identify opportunities for improvement.Take ownership of both successes and failures and develop solutions that prevent recurring issues.Ask questions, investigate concerns, and encourage managers to do the same.Maintain awareness of the entire operation and anticipate needs before they become problems.Create a culture where team members feel empowered to speak up, ask for help, and contribute ideas.QUALIFICATIONS RequiredCollege degree or equivalent professional experience.7+ years of progressive food & beverage experience, including significant restaurant management experience.Demonstrated experience leading a high-volume restaurant, rooftop bar, nightlife venue, or similarly complex hospitality operation.Proven ability to lead, coach, and develop a large and dynamic team.Strong financial acumen and experience managing P&L performance, labor costs, and operational budgets.Excellent communication, organizational, and interpersonal skills.Demonstrated experience with guest de-escalation and conflict