General Manager

Job Type


Full-time

Description

The General Manager (GM) is responsible for all aspects of location success - from guest experience and operational execution to team leadership and financial performance. This role leads by example, inspiring a culture of fun, service, and accountability while ensuring optimal guest conditions, fully functioning games, and aligned execution of company purpose, values, and priorities.

Key Responsibilities

Operational Execution & Guest Experience

• Lead daily operations across games, attractions, food & beverage, and retail, ensuring smooth execution and alignment with brand standards.

• Champion Optimal Player Conditions by proactively monitoring game uptime, equipment functionality, and tech team performance.

• Maintain a clean, safe, organized environment that meets or exceeds company expectations and regulatory requirements (OSHA, ADA, local codes).

• Analyze guest feedback, online reviews, and mystery shop results to continuously elevate service delivery and satisfaction.

• Oversee inventory, vendor performance, and preventative maintenance routines to ensure product and equipment reliability.

Team Leadership & Culture

• Recruit, hire, train, and develop a high-performing team that reflects the company's purpose, values, and performance standards.

• Conduct performance evaluations, deliver ongoing coaching, and manage disciplinary processes in alignment with HR practices.

• Foster a positive, team-oriented culture where recognition, communication, and accountability are part of everyday leadership.

• Lead weekly leadership team meetings, daily huddles, and regular 1:1s to reinforce goals, share updates, and build team engagement.

• Serve as a hands-on leader who models frontline excellence and inspires others to create memorable guest experiences.

Financial Management & Labor Optimization

• Own the full location P&L, including revenue, labor, COGS, and controllable expenses.

• Use labor forecasting tools, business volume trends, and weekly payroll data to optimize schedules and manage costs.

• Conduct financial and performance analysis to identify business opportunities and implement action plans for continuous improvement.

• Maintain accurate documentation of schedules, labor records, compliance audits, and operational performance.

• Support local marketing activations, community partnerships, and event sales to drive foot traffic and revenue.

Communication, Alignment & Partner Collaboration

• Cascade company priorities, purpose, and weekly goals to team members through structured communication channels.

• Partner with cross-functional teams (HR, Tech, Facilities, Marketing) to address site needs and elevate the overall experience.

• Collaborate with venue hosts and partners (e.g., Great Wolf, Kalahari) to align guest services and uphold brand excellence.

• Participate in district-level meetings, share insights with peers, and contribute to broader regional initiatives.

• Ensure all documentation, reports, and compliance requirements are submitted accurately and on time.

Requirements

• 3-5+ years of leadership experience in family entertainment, arcade, hospitality, theme park, or retail operations

• Proven success managing multi-disciplinary teams in high-volume environments

• Strong business acumen and comfort with P&L ownership, labor management, and operational analytics

• Excellent communication, coaching, organizational, and problem-solving skills

• Proficiency in scheduling systems, POS, inventory tools, Microsoft Office, and basic technical troubleshooting

• Willingness to work evenings, weekends, holidays, and travel to other locations if required

• High school diploma or equivalent required; associate's or bachelor's degree preferred

• Guest Obsession: a passion for creating amazing guest experiences

• Fun & Energy. Leads with positivity, playfulness, and passion

Core Leadership Competencies

• Learns & Adapts - Takes initiative, solves problems, and drives improvement

• Energizes Others- Connects people to purpose, values, and goals

• Accountable: Takes ownership of outcomes. Follows through and delivers results

• Develops Talent - Builds strong teams and drives performance

• Executes with Excellence - Executes with focus, detail, and consistency

• Resilience - helps others stay focused and thrive through change

Salary Description


$65,000 - $75,000 Annually