ROCKET CITY OPERATIONS MANAGER

Job Description

Job Description

Position Title: Operations Manager (Bowling & Arcade)

Reports To: General Manager

Supervises: Rocket City Family Fun Center Bowling, Arcade & Recreation Staff

Summary of Position

The Operations Manager is responsible for ensuring the smooth operation of the Rocket City Family Fun Center and arcade, including lane maintenance, arcade management, and overall customer satisfaction. As the operations manager you will also be responsible for assisting the General Manager in staffing, and training team members, overseeing the operations and guest experience including all areas of service.

Key Responsibilities and Performance/Behaviors

• Ability

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

• Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

• Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

• Service

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

• Professionalism

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.

• Attendance

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.

• Communication

• Provides information others need to succeed, in time for them to use it.
• Ensures that all shifts are provided with the necessary information to facilitate their success.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all situations to Supervisor or Manager where Rocket City Property or equipment do not meet IMGR&C standards.

• Team Work

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps all departments achieve success.
• Offers ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help Rocket City & IMGR&C success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

1. Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:

• Oversee daily operations of the bowling alley, ensuring lanes are well-maintained and functioning properly.
• Manage arcade operations, including game maintenance, inventory control, and customer engagement.
• Recruit, train, schedule, and lead employees to deliver exceptional service and operational efficiency.
• Address customer inquiries and complaints, ensuring a positive and enjoyable experience for all patrons.
• Coordinate regular maintenance and repairs for bowling lanes, arcade games, and other equipment to ensure safety and functionality.
• Manage budgets, monitor expenses, and prepare financial reports. Handle cash flow, inventory control, and vendor relationships.
• Plan and execute events, leagues, tournaments, and arcade promotions to attract and retain customers.
• Collaborate with the General Manager to develop and implement marketing strategies, including social media campaigns and in-house promotions.
• Ensure adherence to safety protocols and compliance with local regulations.
• Work closely with the General Manager to align on strategic goals, operational improvements, and business growth initiatives.

• Demonstrated commitment to researching and implementing new technologies, including artificial intelligence, to enhance the operations of Rocket City.

• Other duties as assigned.

1. Supervisory Responsibilities

Manages and directs the team in accordance with the resort's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; performance reviews; rewarding and disciplining employees; addressing issues and resolving conflicts.

1. Education and/or Experience Requirements

Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

• Associates degree in Business Administration, Hospitality Management, or a related field is preferred. A minimum of 1-2 years’ experience of relevant work experience in the bowling, entertainment, or hospitality industries may be considered in lieu of a degree.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.

1. Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.

1. Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.