General Manager

Key Responsibilities

• Lead the overall performance of the property across operational, financial, experiential, and people metrics.
• Set a clear strategic direction for the business and translate vision into actionable priorities.
• Own the member and guest experience end-to-end, ensuring every touchpoint reflects the standards and spirit of The Ned.
• Inspire, develop, and hold leaders accountable for performance, service delivery, and team culture.
• Drive profitability across all departments in partnership with the executive committee, with direct oversight of departmental performance and P&Ls.
• Make sound, timely decisions that protect and improve business performance, including labor management, cost control, forecasting, budgeting, and month-end review.
• Ensure the property operates in full compliance with all health and safety, labor, legal, and regulatory requirements.
• Act as a visible ambassador for The Ned NoMad within New York City, building meaningful relationships that support membership growth, brand awareness, and talent attraction.
• Champion new thinking and innovation to keep the property competitive, relevant, and best-in-class.
• Oversee the full guest and member journey, from pre-arrival through departure, ensuring service is consistent, intuitive, and aligned with brand standards.
• Ensure all teams execute service in accordance with established SOPs, while responding quickly and effectively to service issues in real time.
• Oversee the successful execution of events, activations, and member programming, ensuring operational readiness and a high-quality experience.
• Maintain a deep understanding of all property offerings, amenities, and local market context to support team performance and guest engagement.
• Direct day-to-day operating plans, including weekly scheduling, coverage, and productivity management.
• Oversee inventory controls and par levels to support uninterrupted service.
• Lead daily walkthroughs and inspections to ensure all public areas, guest-facing spaces, and exterior areas are maintained to standard.
• Oversee preventative maintenance, deep cleaning, and special projects to ensure the building remains in excellent condition.
• Manage third-party vendors and contract service providers to ensure quality, efficiency, and alignment with brand expectations.
• Ensure compliance with all required policies, procedures, and operational directives.

Financial & Administrative Management

• Serve as the primary operational liaison between the property and the Managing Director.
• Oversee spending against both the Annual Operating Budget and Capital Reserve Budget, ensuring expenditures are aligned with business priorities and return on investment.
• Lead the property's financial rhythm, including forecasting, budgeting, payroll oversight, labor planning, and month-end analysis.
• Ensure accounting controls, purchasing practices, and invoice processes are executed accurately and consistently.
• Oversee billing and collections processes as applicable, including delinquency and suspension procedures.
• Ensure timely completion of projects, deliverables, and documentation tied to operational and business priorities.
• Support the consistent implementation and adoption of company SOPs across all departments.
• Maintain emergency preparedness procedures and continuity plans for weather, fire, safety, and related scenarios.
• Own and regularly update a rolling five-year capital improvement plan to protect and enhance the asset.

Communication and Cross-Functional Partnership

• Build strong, proactive partnerships with central support teams including Brand, Revenue, People, Finance, Engineering, and Sales.
• Foster an open, responsive culture across the property, with clear communication and strong follow-through at every level.
• Communicate professionally and effectively with employees, guests, members, ownership, and leadership.
• Ensure escalated guest and member feedback is resolved promptly and documented appropriately.
• Lead effective team meetings and one-to-ones with direct reports to reinforce accountability, development, and alignment.
• Maintain strong external relationships with local organizations, trade partners, business improvement districts, and industry groups.

People & Culture

• Build, lead, and retain a high-performing team through strong hiring, onboarding, coaching, and performance management.
• Ensure staffing levels and organizational structure support the operational and service needs of the business.
• Oversee training and development programs so teams feel confident, informed, and equipped to deliver at a high level.
• Set goals, conduct performance reviews, and address performance issues with consistency and professionalism.
• Maintain accurate job descriptions, postings, evaluations, and internal communication materials.
• Foster a culture of professionalism, accountability, inclusion, and care.
• Ensure uniform, grooming, and presentation standards are consistently upheld.
• Reinforce a strong culture of safety through daily leadership, training, and compliance.