General Manager, Club Operations

Title: General Manager, Club Operations

Location: New York, NY

Reports To: President

Direct Reports: Director of F&B, Director of Physical Culture/Bedrock, and other operations managers as assigned

Moss New York is seeking a highly capable, hospitality-driven General Manager to lead day-to-day operations across the club. This role will serve as the senior on-site operator responsible for operational efficiency, member experience, service consistency, facilities coordination, and cross-department execution across Food & Beverage, Bedrock, and club-wide operations.

The General Manager will directly oversee the senior operating leaders of F&B and Bedrock, establish and reinforce systems, standards, and accountability across the club, and act as the primary operational liaison with the developer’s facilities manager. This leader must combine strong floor presence with strategic judgment, ensuring the club operates with consistency, responsiveness, and polish.

Club-wide operational leadership

• Lead day-to-day operations across all member-facing and back-of-house functions.
• Serve as the senior on-site operator responsible for service consistency, floor leadership, issue escalation, and follow-through.
• Ensure departments are aligned around shared service standards, communication norms, and operating expectations.
• Drive a culture of accountability, responsiveness, and calm, solutions-oriented leadership.

Leadership of F&B and Bedrock

• Directly manage the senior leaders responsible for F&B and Bedrock operations.
• Hold department heads accountable to service standards, staffing discipline, readiness, cleanliness, and execution.
• Ensure both divisions operate as part of one integrated club experience rather than as separate silos.
• Review operating performance regularly and implement corrective action where needed.

Member experience and service execution

• Champion a high-touch, polished, member-centric operating environment.
• Oversee service consistency across arrival, dining, wellness, events support, ambience, and recovery moments.
• Partner with Membership, Events, and Design/Member Experience teams to ensure smooth execution of VIP moments, club programming, and member-facing priorities.
• Maintain strong visible presence during peak periods, special events, and escalated service situations.

Facilities leadership and developer coordination

• Own facilities-related operational coordination across the club.
• Serve as the primary club-side liaison to the developer’s facilities manager and related building partners.
• Ensure facilities issues are properly logged, escalated, tracked, resolved, and communicated internally.
• Build stronger SOPs around issue reporting, internal communication, operational workarounds, and accountability.
• Minimize disruption to members while maintaining operational continuity during maintenance, outages, and repairs.

Systems, SOPs, and cross-functional rhythm

• Develop and reinforce policies, procedures, and operating systems that improve consistency and execution.
• Lead regular operating meetings, cross-functional resets, and manager-on-duty discipline.
• Improve pre-shift, pre-event, and interdepartmental communication practices.
• Establish clear escalation paths and ownership standards across departments.

Financial and business performance

• Partner with department leaders on labor, productivity, cost control, and revenue performance.
• Review KPIs across F&B and Bedrock and translate data into operational action.
• Support budgeting, staffing plans, and resource allocation decisions.
• Identify inefficiencies and implement solutions that improve both member experience and business performance.

Talent and leadership development

• Coach, develop, and hold managers accountable.
• Help build a stronger management culture across the club.
• Support hiring, onboarding, performance management, and organizational design within operations.
• Strengthen leadership bench and reduce over-reliance on founder escalation.

• 8–12 years of senior hospitality leadership experience in a luxury hotel, private members’ club, lifestyle hospitality, or similarly complex high-touch environment.
• Proven experience overseeing multiple operating divisions, including Food & Beverage and wellness, recreation, or member amenity operations.
• Strong command of service execution, floor leadership, labor management, facilities coordination, and cross-functional team leadership.
• Demonstrated ability to operate effectively in a founder-led, high-expectation environment.
• Exceptional judgment, organizational ability, and follow-through.
• Strong interpersonal skills with the ability to lead with both polish and authority.
• Experience working with ownership, developers, and/or third-party operators strongly preferred.

• Greater consistency in day-to-day operations across the club.
• Stronger accountability and communication across F&B, Bedrock, Membership, Events, and Facilities.
• Faster and cleaner resolution of service and facilities issues.
• Strong visible leadership presence on the floor.
• Better operating rhythms, SOP compliance, and follow-through.
• A member experience that feels elegant, controlled, and reliable.