THE PONY ROOM GENERAL MANAGER
Full-Time Position (Open 4 days a week + 1 admin day)
About The Pony Room
From the team behind The Birdhouse, The Pony Room is a multi-room restaurant, cocktail lounge and event space with queer-focused event programming. Three unique rooms each offer a distinct vibe: an intimate lounge and main bar; a central dining room and main stage; and a bookable, private event space for mid-sized and larger groups. Rooted in queer nightlife, community care, and creative expression, the Pony Room will host drag shows, cabarets, live music, DJ nights, and more. We pride ourselves on creating a space where queer and trans folks feel celebrated, and allied communities feel welcomed.
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The Role
The General Manager is responsible for leading FOH operations, developing staff, and building operational systems that support both restaurant service and live event programming.
This role combines hands-on leadership on the floor with operational oversight behind the scenes. The GM ensures service standards are consistently met, staff are continuously trained and supported, and the venue runs smoothly during both regular service and high-energy events. Working cross-functionally across teams, the GM helps translate the creative vision of the venue into clear systems, strong teams, and exceptional guest experiences.
The role is ideal for someone who understands that great hospitality is about people first and foremost: staff, guests, performers, and producers alike.
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Key ResponsibilitiesFront-of-House Leadership
Hire, onboard, and train FOH staff with a calm and supportive presence
Help foster a positive, professional, and inclusive culture
Develop and implement clear training programs and service standards
Coach staff through regular feedback, floor leadership, and performance management
Create staff schedules that support restaurant, bar, and event programming
Guest Experience & Community Care
Champion exceptional customer service for our primarily queer and trans clientele
Handle guest concerns and service recovery with care, discretion, and professionalism
Uphold our values of consent culture, harm reduction, and safer-space practices
Ensure service remains efficient, warm, and organized during high-volume programming
Bar Operations Assistance
Collaborate with the Bar Lead to maintain strong and efficient systems and workflow
Ensure FOH staff are properly trained in beverage service and product knowledge
Support inventory systems, ordering processes, and supplier coordination
General Management
Assist with SOP development and staff training tools
Help shape the guest experience as the venue evolves
Work with our Financial Director around payroll, tip out and other administrative needs
Oversee ordering, inventory management, and supply organization to ensure smooth day-to-day operations.
Help maintain vendor relationships and coordinate purchasing for bar and venue needs
Coordinate and communicate with BOH to ensure smooth operation
Financial & Operational Oversight
Work with the ownership and finance team to identify opportunities for improvement.
Ensure responsible cash handling, tip-out processes, and end-of-night financial procedures
Help maintain healthy labour and operational cost ratios
Support forecasting, purchasing, and cost control systems
Private Bookings & Event Support
Coordinate room flow, staffing needs, and service pacing for events and special programming
Work closely with the Events Manager to enable smooth show execution, ensuring performers feel respected, supported, and set up for success
Ensure staff have the necessary knowledge and tools for group events and buyouts
Maintain a smooth experience for private clients while balancing regular programming
Facilities & Venue Operations
Oversee day-to-day operational readiness of the space (opening procedures, cleanliness standards, equipment readiness).
Liaise with ownership, maintenance, or contractors when operational issues arise
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Who You Are
You are a strong leader with substantial hospitality experience who enjoys building systems, developing staff, and running an evolving, dynamic service environment. You lead with empathy, clarity, accountability, and can be relied on to make the right decision on the fly. You thrive in environments that ask you to think on your feet and understand how to keep operations organized, even when the room is full and the music is loud.
You have a deep appreciation for queer nightlife and performance spaces and approach your role with respect for the performers, staff, producers, and communities who make these spaces possible. You recognize that hospitality at The Pony Room goes beyond great service, and is about creating a place where people feel safe, celebrated, and cared for.
Bonus points:
5+ years of hospitality management experience in restaurants, cocktail bars, or event spaces
Experience managing multi-room venues or programming-heavy spaces
Strong experience in staff training, team development, and performance management
Experience with scheduling, payroll coordination, and labour cost management
Inventory management and ordering experience
Confident conflict resolution and communication skills
Cocktail and bar service knowledge
Knowledge of harm-reduction or safer-space practices
Calm under pressure, practical, solutions-oriented, and great at reading a room
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You’ll Thrive Here If You:
Love building teams and watching people grow
Believe hospitality is about respect, warmth, and connection
Can balance professionalism with fun, creativity, and empathy
Want to help shape a venue that truly serves its community
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What success looks like in the first 6 months:
Within six months the General Manager will have helped The Pony Room establish clear operational rhythms and service systems. Staff understand expectations, feel supported in their roles, and execute service confidently. Training systems are in place, communication between teams is clear, and the venue runs smoothly during busy nights.
Guests experience warm, welcoming, efficient hospitality, while performers and event partners feel supported and respected.
Ultimately, success looks like both staff and guests feeling excited about being in the space.
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Annual Compensation:
Salary range: $60,000 to $75,000 (base) + tips
Health benefits available after 3 months of employment
Compensation based on experience, with final compensation determined through discussion during the hiring process.
Please send resumes to theponyroomlounge@gmail.com
From the team behind The Birdhouse, The Pony Room is a multi-room restaurant, cocktail lounge and event space with queer-focused event programming. Three unique rooms each offer a distinct vibe: an intimate lounge and main bar; a central dining room and main stage; and a bookable, private event space for mid-sized and larger groups. Rooted in queer nightlife, community care, and creative expression, the Pony Room will host drag shows, cabarets, live music, DJ nights, and more. We pride ourselves on creating a space where queer and trans folks feel celebrated, and allied communities feel welcomed.
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