General Manager

General Manager

Altitude Trampoline Park in Franklin, MA is seeking a high-performance General Manager to lead all aspects of park operations. This is a hands-on leadership role for someone who knows how to build strong teams, tightly manage costs, grow revenue, and deliver an outstanding guest experience. The General Manager is responsible for full P&L performance, operational excellence, team leadership, revenue growth, payroll control, and guest satisfaction. The GM will set the tone for culture, accountability, cleanliness, safety, and service. This role requires a strong operator who can lead from the front while driving measurable business results.

Key Responsibilities

Leadership & Team Management

• Recruit, hire, train, and develop a high-performing team
• Lead by example with strong floor presence and visibility
• Set clear expectations and hold staff accountable
• Coach supervisors and shift leaders to develop future managers
• Manage scheduling to maximize productivity and minimize payroll waste

• Anticipate and recognize business opportunities and challenges and lead the team in meeting them
• Lead, manage and hold teams accountable in sales, customer experiences, maintenance, and cleanliness
• Maintain proper employee/employer relations and address any questions in a timely and open manner, including disciplinary actions, recognition and performance evaluations

Financial Performance & Cost Control

• Own full P&L accountability
• Control payroll to targeted labor percentage
• Manage operating expenses and vendor relationships
• Monitor daily, weekly, and monthly financial performance
• Identify and execute strategies to increase revenue and profitability

Revenue Growth

• Drive birthday party bookings and group events
• Execute local marketing initiatives and community outreach
• Upsell party packages and in-park add-ons
• Analyze trends and adjust pricing/promotions as needed

• Create and implement strategies to drive group events, fundraisers, and birthday party bookings
• Respond in a timely fashion to questions and reviews online

Guest Experience & Conflict Resolution

• Ensure the park is meeting and exceeding customers' expectations
• Ensure every guest has a safe, clean, and fun experience
• Provide courteous customer service and respond to customer questions, complaints, or requests
• Resolve any operational or guest experience issues which may occur professionally, calmly, and efficiently
• Turn complaints into loyalty opportunities
• Maintain high online review ratings
• Enforce safety standards consistently and fairly

Operations & Facility Management

• Oversee, manage, and collaborate with the Altitude management team to ensure successful day-to-day operations
• Maintain high standards of cleanliness and organization. Ensure the park is clean and presentable and that any park maintenance issues are completed
• Ensure all attractions are safe, well maintained, and operational
• Oversee daily inspections and maintenance logs
• Ensure regular and proper maintenance of trampoline equipment is performed
• Ensure compliance with safety, health, and brand standards
• Manage inventory, supplies, and concession operations efficiently
• Establish and maintain a safe environment for patrons and staff in and around jumping surfaces, foam pits, and other activity areas
• Ensure opening and closing duties are completed including safety audits, cash deposits, cleaning, and other managerial checklists
• Manage products and pricing in our point-of-sale system
• Assists staff in their job performance during peak activity periods or as required
• Maintain an image of competence and professionalism
• Provide or perform other services or duties as required

Qualifications

• 3+ years of management experience (entertainment, hospitality, retail, fitness, family entertainment center, or similar preferred)
• Demonstrated success leading teams of 20+ employees
• Proven experience controlling payroll and operating expenses
• Experience growing revenue and managing to financial targets
• Strong conflict resolution and customer service skills
• Highly organized and operationally disciplined
• Must be able to work a combination of weekdays and weekends
• Comfortable working evenings, weekends, and holidays
• Experience with party/event-based revenue businesses is a plus

What We're Looking For

• Strong people leader, not just an administrator
• High accountability and ownership mindset
• Data-driven and financially disciplined
• Calm under pressure
• High energy with a strong work ethic
• Detail-oriented with operational excellence standards
• Entrepreneurial mindset

Compensation and benefits

• Competitive base salary commensurate with education and experience
• Performance-based bonus opportunity tied to revenue growth, payroll control, and guest satisfaction
• Vacation and sick time

If you are a hands-on leader who enjoys building teams, improving systems, driving revenue, and delivering a consistently excellent guest experience – we want to talk to you. Apply today and help lead Franklin's premier family entertainment destination.

Altitude Trampoline Park is the world's premier trampoline park that offers fun and exercise for jumpers of all ages. Altitude Trampoline Park is committed to Equal Employment Opportunity and to attracting and retaining the most qualified employees regardless of race, national origin, religion, sexual orientation, gender, age, or disability.