General Manager

Job Description

Job Description

Company Profile: Launch Trampoline Park is an innovative leader in the family entertainment industry. Launch is more than a trampoline park bringing new and exciting attractions to our locations, focusing on guest experience and promoting a positive, forward-thinking company culture.

Position Profile:

The General Manager provides leadership, motivation, sound decision making tactics and direction in regards to both strategic initiatives and overall operational standards to positively impact business results.

Job Duties & Responsibilities:

Human Resources- Hire, Train, & Develop Team

• Leads and influences management staff through effective motivation, leveraging individual strengths to ensure exemplary customer satisfaction and maximum staff productivity.
• Promotes positive employee relations including effective delegation of managerial duties, fostering high staff morale, upholding operational & brand standards, and execution of the employee performance reviews
• Promotes an environment of open communication utilizing weekly managerial meetings and monthly staff meetings as a pathway to discussing issues, developing improvement plans and highlighting the positive achievements as a whole and individual staff members.
• Cultivates a strategic team environment that provides exceptional customer service while directing the management team and ensuring all staff members perform at a consistently high level.
• Fosters a positive environment conducive to running regularly scheduled auditions to keep staffing at a balanced level at all times.
• Ensures execution of staff training programs.
• Maintains staffing levels and management coverage appropriately to meet the needs of the business and maximize the customer experience.
• Ensuring that all staff disciplinary issues are handled in a timely, effective and efficient manner, resulting in warnings or termination if needed.

Guest Service- Maintain Excellent Customer Relations

• Deliver the highest standard of customer service keeping in line with brand & operational standards.
• Resolving customer complaints in an efficient & timely manner ensuring the customer walks away with a positive outlook on the situation.
• Continually develops & implements ideas to positively improve guest experience & park operations.

Administrative Duties-

• Utilizing company tools, develop manager & staff schedule ensuring that it is available to employees two weeks in advance at all times
• Utilizing company tools, ensure building schedule is produced three months out at all times and available to customers
• Schedule labor as required by anticipated business activity while ensuring that all positions are staffed when and as needed and labor cost objectives are met.
• Ensure all staff required paperwork is completed & filed appropriately
• Maintains up to date logs of all safety inspections, customer incidents and donation requests ensuring each is logged timely and completely.
• Maintain and update all POS
• Oversee all office functions & staff, ensuring all guests communications are responded to timely, thoroughly while upholding policy and brand standards.
• Develop & review quarterly managerial objectives, ensuring the management team has “buy in” for each objective set and holding them accountable during each review.
• Develop sales objectives yearly for the building.
• Continually review and track P&L, utilize flex & flow strategize to insure house profits.
• Respond timely to online customer reviews on all social platforms, ensuring their concerns are addressed appropriately and there is a positive solution for the guest.

Operational Duties-

• Run MOD shifts as needed per managerial schedule
• Master Point of Sale System
• Ensure that all food and products are consistently prepared and served according to the facility’s recipes, portioning, cooking and serving standards.
• Ensure that all equipment is kept clean and kept in excellent working condition through personal inspection and by following the facility’s preventative maintenance programs.
• Fully understand and comply with all federal, state, county and municipal regulations that pertain to health, safety and labor requirements of the facility, employees and guests.
• Maintain and apply for all licenses, certification or other regulatory requirements.
• Adhere to cash handling and reconciliation procedures in accordance with facility policies and procedures.
• Develop & maintain excellent vendor relations, continually meeting with all partners to ensure the facility remains relevant with top rated products that are cost efficient to sustaining a profitable business.
• Ensure weekly inventory procedures are followed and documented.
• Ensure that all technology within the facility is functioning properly and displaying context in line with brand standards.

Sales & Marketing Duties-

• Act as a community ambassador, creating goodwill toward the brand.
• Ensuring that all marketing sales goals / objectives are met.
• Oversee events team calendar ensuring they are promoting the goodwill of the brand while in the community
• Oversee all donation requests, ensuring they are responded to timely and appropriately within set brand guidelines and budget restraints.
• Ensure Joey is out and about in the building / attending parties / group events / fundraisers and in the community engaged with guests at all times and keeping in line with brand standards.

Qualifications-

• Education: Bachelor’s degree and or 4 years minimum high volume family entertainment facility
• Ability to maintain and project professionalism, internally and externally, at all times
• Previous experience as a manager in a Guest-facing environment
• Experience with team scheduling
• Proven ability to prepare and manage a budget
• Proven ability to motivate a team and drive culture to create results
• Previous sales and marketing experience
• Previous cash-handling experience is required
• Ability to solve problems under pressure while maintaining a fun, friendly environment
• Ability to balance supervision of Team Members while engaging with them to create a culture of family and fun at work
• Safe Serve certificate a plus, must be willing to certify.
• Must be able to work in a standing position for long periods of time (up to 8+ hours).
• Be able to reach, bend, stoop and frequently lift up to 50 pounds.