General Manager in London

Spring Street Pizza isn't your average neighbourhood slice shop. Led by Michelin-starred chef Tom Kemble, we produce 18-inch New York-style pizza made from in-house fermented dough, world-class ingredients and a relentless obsession with flavour. Think serious craft, serious fun, and a guest experience that leaves people reaching for their phones to tell everyone they know. We're growing, and we need a General Manager who brings the same energy to running a restaurant as Tom brings to the kitchen. Someone who reads a room, owns every detail, sets the standard from open to close, and makes guests feel like the luckiest people in London.

About the Restaurant

You'll take full ownership of the Spring Street guest experience from the atmosphere, the standard of service, to the flow of a packed Saturday night and the quiet discipline that makes it look effortless. This is a hands-on, high-visibility role. You'll lead from the floor, not from a back office.

Responsibilities

• Set the Guest Experience Standard
• Own every touchpoint, from the welcome to the last slice, and hold it to an exceptionally high bar.
• Build systems and pre-service rituals that mean great service happens consistently, not just when you're in the room.
• Maintain 90%+ positive guest feedback; actively monitor reviews and respond with pace, ownership, and care.
• Know your regulars by name, notice the small details, and make every table feel like the best table in the house.
• Champion the food story, Tom Kemble's craft, the provenance of ingredients, the house dough, and make sure your team can tell it with genuine pride.
• Create an atmosphere guests can't quite put their finger on but can't stop talking about which is energetic, warm, and effortlessly cool.
• Act fast on feedback; if something isn't right, you fix it that shift, not next.
• Lead with Operational Edge
• Own the full daily rhythm of the restaurant, prep, service, close, with precision, calm, and relentless consistency.
• Lead floor planning and reservations strategy to maximise covers and pacing without ever compromising the guest experience.
• Maintain impeccable standards across licensing, EHO, H&S, and site presentation to be always audit-ready, never caught off guard.
• Build and own the opening and closing checklists, service prep standards, and shift handover process so nothing falls through the gaps.
• Run great pre-service briefings which are energising, focused, and packed with the information your team actually needs.
• Sweat the details that guests notice without knowing they notice: cleanliness, temperature, lighting, music, pacing, timing.
• Manage labour and cost with commercial intelligence by building rotas that serve the business and the team in equal measure.
• Keep equipment, back of house, and supplier relationships in order; problems get solved, not ignored.
• Build a Team Worth Following
• Recruit with intent by hiring for character as much as skill, and build a team that reflects the Spring Street spirit.
• Deliver onboarding that actually prepares people; from day one, your team knows the brand, the food, and what great looks like.
• Coach performance daily by giving honest, specific feedback in the moment.
• Recognise brilliance loudly and publicly; deal with underperformance early, fairly, and with clarity.
• Develop leaders within your team by identifying your best people and give them room and support to grow into bigger roles.
• Build a culture of high standards and genuine care; people should feel challenged and supported in equal measure.
• Hold team meetings that matter not by ticking boxes but by holding real conversations about performance, guests, and what's coming next.
• Keep retention high; people stay at Spring Street because they want to, not because they haven't got around to it.
• Drive Commercial Performance
• Take full ownership of the P&L, from revenue through to EBITDA; you understand the numbers and know exactly what levers to pull.
• Drive revenue through smart upselling, wine knowledge, seasonal specials, and a team trained to sell with enthusiasm, not pressure.
• Identify and activate opportunities: private dining, events, collaborations, and activations that grow the Spring Street name.
• Optimise covers through smart reservations management, walk-in strategy, and turn time discipline during peak service.
• Protect margin through intelligent labour planning, waste reduction, and supplier accountability.
• Understand the cost of every decision and make sure your team does too. Commercial awareness is a team sport.
• Produce meaningful weekly and monthly reporting; know your numbers before anyone else.

Qualifications

• A track record as a General Manager in a quality-led, guest obsessed hospitality environment.
• Operational edge: you run a tight ship, and your standards don't slip under pressure.
• A visible, energetic leadership style by ensuring you're in the room, not behind a screen.
• Genuine warmth for guests and team alike; you understand hospitality at its core.
• Commercial literacy - you read a P&L fluently and know how to move the numbers.
• An eye for detail that borders on the obsessive.

Compensation Package

Competitive salary with service charge to reflect the calibre we're hiring for. Day one access to the Culinary Collective People Hub discounts, wellbeing, and rewards. 50% off food and drink across all Culinary Collective sites, for you and 5 guests. Real career development within a growing, ambitious multi-site hospitality group. The chance to help shape what Spring Street becomes.