Operations Manager

Position Overview

This position is responsible for implementation of the business strategy, driving exceptional customer service and growth, and the effective implementation of all day-to-day operations of a Battle House facility either (Lake Barrington, IL or Waukesha, WI). The position ensures a safe and enjoyable family friendly, team orientated, gaming experience for our customers and employees.

The Operations Manager will continuously monitor key business performance metrics including customer experience and reviews, customer volumes, revenue amounts, hours of operation, employee selection, training and development to ensure we meet or exceed business goals. This position will actively engage in relationship building with our Guests, Business Partners and Service Providers.

The position reports directly to the General Manager, Midwest Operations. It is anticipated that the Operations Manager will engage in personal development to broaden his/her skill sets and aspire to become a General Manager.

Responsibilities

Management

• Motivating staff to provide 5-star service and generate sales and future business.
• New hire selection, on-boarding, training and development including setting individual goals for employees.
• Conduct performance reviews of staff members .
• Maintaining appropriate staff levels and scheduling.
• Coach and mentor employees to establish the Battle House culture, work ethic, accountability and attention to detail.
• Performs quality work within deadlines.

Operations

• Effectively manage facility openings, daily operations, financial and cash control, closing including employee safety and property security.
• Identify, correct and modify operational processes and procedures for any identified deficiencies in daily operations and those from periodic Q+ Reviews.
• Facility management to ensure normal operations, including required maintenance, repairs, escalation of significant problems or issues to the Managing Partner.
• Supply management including maintenance of required inventory through timely (twice monthly) inventory reporting.
• Equitable resolution of any customer questions, concerns or disputes.
• High proficiency in Point of Sale, phone and email systems and other technology utilized by Battle House.

Admissions & Lounge Operations

• Cash Management, accurate reporting, timely bank deposits, extra change / bills
• Event scheduling, Event Logs, courtesy calls
• Point of Sale and Event Files, monitoring, readiness for upcoming events and parties
• Revenue from sales of merchandise, beverages and snacks
• Facility cleanliness and readiness for daily operations
• On-site and remote phone and email coverage

Tactical Gaming

• Ensure a safe and enjoyable gaming experience for our customers including the initial orientation to the equipment, facilities and structures, rules of engagement and required safety briefing.
• Develop and maintain an appropriate level of knowledge on the use and maintenance of the gaming equipment.
• The position will ensure that at least one employee is trained and responsible for the maintenance and update of the gaming equipment.
• Develops and maintains gaming equipment technical resources and troubleshooting guidelines by drafting, recommending, writing and updating changes to the Operations Manual and Mission Scenario Playbook.
• Identifies opportunities for enhancements to current gaming equipment, props, Mission Scenarios and gaming arena to continually improve and evolve the gaming experience.

Advertising & Marketing

• Enhances company reputation by accepting ownership for high levels of customer service and positive interaction.
• Markets services and products to customers and potential customers.
• Participates in the maintenance of the Communications Calendar for holidays, school breaks, school inservice days, etc. to properly align facility scheduling, staffing and promotions.
• Provide recommendations and directions for advertising, digital and social media, and general marketing opportunities.

Requirements

• Exceptional customer service
• Teamwork
• Very good people skills
• Ability to communicate effectively and manage large groups
• Selling to customer needs
• Inventory management
• Alcohol certification (based on state age requirements)
• High energy level
• Dependability
• Verbal communication
• Job knowledge
• Adherence to dress code