Assistant Director of Operations

Job Description

Job Description

WHO WE ARE

Level99 is a sprawling playground designed for adults with over 50 life-sized mini-games where Players dodge axes, crack puzzles, and outsmart real-world challenges. Each game lasts about 1–4 minutes and is built for 2–6 people to play together. One ticket to Level99 unlocks access to all of our games including Challenge Rooms, Player-vs-Player duels, and an art scavenger hunt. We save your progress each time you play so you can earn rewards and climb our coveted leaderboard.

Alongside the games, Level99 offers a full-service bar and award-winning restaurant – featuring scratch-cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level99 has locations in Natick, MA, Providence, RI, Tysons, VA, Disney Springs, FL, and is opening in West Hartford, CT, Paramus, NJ, King of Prussia, PA, and Raleigh, NC. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering. Visit for more details. 

Level99 Paramus - Garden State Plaza, NJ - coming soon!

OVERVIEW

The Level99 team is seeking an Assistant Director of Operations for our upcoming opening at Garden State Plaza in
Paramus, NJ who will be responsible for ensuring a best-in-class customer experience for nearly 500,000 guests per
year by managing daily operations of our entertainment and bar venue which combined spans over 45,000 square
feet. The Assistant Director of Operations will lead a team of managers and hourly team members and deliver
exceptional results via their commitment to detail and ability to work across all levels of the Level99 organization.

A successful candidate will execute the strategic initiatives given by the Director of Operations and Support Center,
dive into all of the daily details and be the expert on every role within the organization leading by example day-in,
and day-out. The Assistant Director of Operations is responsible for the overall success of the venue: cultivating a
team environment that provides our guests with an extraordinary hospitality experience while directing the
management team (across beverage, entertainment operations, event operations, and maintenance) and ensuring all
team members perform at a consistently high level. Our team is highly collaborative, working alongside teammates
from multiple disciplines to produce optimal results.

A Level99 Assistant Director of Operations has honesty and personal integrity that is above reproach, prefers a joyful
and positive approach to challenging situations, chooses humility over the need to “be right,” and in all things works
hand in hand with the on-site Director of Operations to ensure venue success.

RESPONSIBILITIES

• Lead, direct and manage Beverage, Entertainment and Event day-to-day venue operations including ensuring
  a guest-first experience and developing / managing all operations members (training, scheduling,
  compliance, standards/performance, and policies).
• Lead the operations team management and adherence to the financial performance of the unit executing a
  cadence of daily, weekly, and period-frequency projects ensuring operating standards are maintained
  concurrently (eg scheduling, inventory, local vendor relations, hiring/firing, training, etc)
• Ensure best-in-class hospitality experience and team member satisfaction.
• Monitor and develop team member performance, particularly the operations management team, to include,
  but not limited to, providing supervision and professional development, scheduling, conducting counseling
  and evaluations and delivering recognition and reward.
• Recruit, hire and train team members, overseeing the success and development of 75+ individuals at the
  venue.
• A hands-on operator that will oversee service quality, operational efficiency, guest satisfaction, standards
  compliance and service and financial measurements.
• Provide insight and feedback of the Level99 operations playbook, while executing it as-written, ensuring
  standards are consistently upheld across operational swimlanes.
• Identify operational performance, productivity and efficiency gaps and implement measures to correct those
  deficiencies and communicate learnings to the Director for consistency and best-in-class operations.
• Other duties, as assigned

MUST-HAVE SKILLS

• Minimum 5 years of high-volume progressive growth in the hotel, entertainment, or restaurant industries
• Deep knowledge of hospitality, entertainment, or restaurant operating systems including sales forecasting,
  labor management & scheduling, COGS reporting, invoice management, reservation management, and more
• Strong guest-facing communication and service recovery skills
• Team-first attitude and ability to successfully communicate across all levels of the organization
• Exceptional verbal, written, and interpersonal skills
• Requires strong computer skills and proficiency in Google Suite and/or Microsoft Office specifically Word,
  Excel, & PowerPoint
• Ability to work a flexible schedule based on business needs which will include days, nights, weekends and
  holidays as well as emergency responsiveness as required
• Able to work ten hour-plus shifts, plus ability to stand, sit, squat or walk for extended periods of time, walk
  up and down stairs, and read
• Able to grasp, reach overhead, push, lift and carry up to 50 pounds
• Must possess outstanding organizational and administrative skills, coupled with excellent attention to detail
• Must have the ability to promote positive, fair, and ethical relations with all team members as an
  ambassador of the Level99 brand
• Compassionate, empathetic, humble, respectful, and kind – very high emotional intelligence
• A reliable car, current driver's license
• Ability to train on-site at our existing locations

OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE

• Bachelor’s Degree or above in a related field, or equivalent experience
• Knowledge of a second language, particularly Spanish or Portuguese, a plus
• Previous or current experience as a General Manager or multi-unit leader
• Experience with new openings for hotels, restaurants, or entertainment establishments
• Experience in the NJ market, a plus

In addition to competitive base salary plus performance-based incentive, Level99 offers competitive benefits including:

• Health insurance options, including PPO and HMO plans
• Dental plan
• Vision plan
• Life coverage
• Accidental death & dismemberment coverage (AD&D)
• Short & long term disability
• Teladoc service
• PrePaid legal coverage
• Identity theft coverage
• 401(k) - Roth or Traditional
• Hybrid schedule
• Free admission to our attractions and other incidental perks

While we don’t expect a candidate to have deep experience in all of the above, we’re looking for someone with the passion and capability to learn quickly in the areas that are new!

YOU MIGHT BE A FIT ON THE LEVEL99 TEAM IF YOU…

• Like to laugh, would be described as a "low maintenance, low drama" person, have a tendency to have a bit of fun while you work
• Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job
• Are just a little bit obsessive about getting the details right the first time
• Have a high energy personality, the kind of person who is typically smiling, and likes to "get it done now"

Level99 is an E-Verify employer.