Assistant General Manager in City of Westminster

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. 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 to bolster our leadership team with a grounded, meticulous Assistant General Manager who embodies our core ‘hospitality at Heard’ values: Confident, Attentive, and Warm.

The Heard Package:

• Salary: £40,000 - £45,000 per year OTE (depending on experience).
• Benefits: Access to benefits platform from day one including 50% off food and drink in our sites, cycle to work scheme and high street discounts.
• 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.
• Clear Progression: Genuine opportunities to step up into a General Manager role as we grow.
• Your Birthday off!

What You’ll Do

• Be a Brand Ambassador: Represent Heard. on the floor, leading from the front to create a genuine, unfussy atmosphere that turns first-time guests into regulars.
• Lead and Develop the Team: Actively lead day-to-day onboarding, real-time training, and floor coaching to build a hospitality-led squad and keep shift morale exceptionally high.
• Drive Guest Satisfaction: Deliver an effortless guest experience where 90%+ of in-service feedback reflects excellence in hospitality, speed, and product execution.
• Align the Shift: Deliver structured daily briefings (AM and PM) and post-shift debriefs, ensuring the team is fully aligned on service goals, product provenance, and performance standards.
• Own the Space & Vibe: Ensure everything in the room remains deliberate, welcoming, and natural. Lead the team to deliver high-energy service across every shift.
• Manage Operations & Labour: Maintain precise, daily control over scheduling, shift deployment, and labour cost management, aligning hours cleanly with our financial targets.
• Support the P&L: Work closely with the General Manager to hit site-level financial targets, maintaining hands-on control over labour, food and beverage costs, stock takes, and controllable overheads.
• Maintain Total Compliance: Keep the site fully compliant across EHO, licensing, health & safety, and internal and external audits.

What You Bring

• Proven Leadership: Solid experience as an Assistant General Manager or an Assistant Manager in a high-volume, premium fast-casual or restaurant environment.
• A People Development Mindset: A natural talent for coaching a team in real time - correcting and reinforcing our standards right on the floor.
• Genuine Passion: You love great food, and the art of effortless, high-standard hospitality.
• Operational Fluency: Strong comfort with rotas, stock, and working with shift-level financial metrics.

This is an opportunity to help shape a growing brand, not simply manage a restaurant. 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.