General manager of operations

Job Description

General Manager – Operations & Guest Experience

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Dreamland Galaxy | Bradley, Illinois

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Employment Type: Full-Time | On-Site

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Compensation: $60,000–$70,000 annually, based on experience, plus performance-based bonus opportunities

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Schedule: Approximately 40–45 hours per week, including weekends, evenings, and holidays as business needs require

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**This position requires background and drug screening**

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About Dreamland Galaxy

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Dreamland Galaxy is a locally owned and operated indoor family entertainment center in Bradley, Illinois. Our approximately 23,000-square-foot facility features an expansive indoor playground, virtual reality attractions, interactive activities, birthday party rooms, a café, and special events.

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Our mission is to provide families with a safe, clean, welcoming, and unforgettable experience.

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As we continue to grow, we are seeking an experienced, results-driven General Manager – Operations & Guest Experience to lead our team, oversee daily operations, and help drive the continued success of our business.

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About the Role

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We are looking for a hands-on, highly organized, and accountable leader who can take ownership of the facility’s day-to-day performance.

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The General Manager will oversee all operational departments, lead and develop employees, maintain high standards for guest satisfaction and safety, and manage operational efficiency and profitability.

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This is not a desk-based management position. The ideal candidate leads by example, maintains a visible presence throughout the facility, and proactively identifies and resolves challenges.

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The General Manager reports directly to ownership and is expected to operate independently within established company policies, budgets, and approval procedures.

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Key Responsibilities

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Leadership & Team Development

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* Lead, coach, train, and supervise employees across multiple departments.

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* Oversee recruitment, onboarding, scheduling, performance evaluations, and employee development.

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* Establish clear expectations and consistently enforce company policies.

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* Develop strong shift leaders and maintain appropriate staffing coverage.

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* Address performance concerns professionally and promptly.

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* Foster a positive, productive, respectful, and accountable workplace culture.

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Daily Operations & Facility Management

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* Oversee all daily operations, including playground attractions, virtual reality experiences, café operations, birthday parties, and guest services.

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* Ensure consistent execution of opening, closing, cleaning, and operational procedures.

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* Maintain exceptional standards for cleanliness, organization, safety, and facility presentation.

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* Conduct routine inspections and ensure maintenance concerns are documented and addressed.

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* Coordinate equipment maintenance and repairs with approved vendors.

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* Ensure efficient communication and coordination between departments.

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* Maintain operational readiness during peak attendance periods and special events.

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Guest Experience & Customer Satisfaction

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* Deliver exceptional guest experiences through consistent service standards.

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* Resolve customer concerns professionally, fairly, and efficiently.

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* Oversee the successful execution of birthday parties, private events, and group bookings.

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* Monitor guest feedback, reviews, and service trends.

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* Identify opportunities to improve guest satisfaction, repeat visits, and customer loyalty.

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* Ensure employees consistently demonstrate professionalism and hospitality.

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Financial Performance & Business Growth

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* Monitor daily revenue, labor expenses, inventory, and operating costs.

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* Manage staffing levels and schedules to support operational efficiency without compromising safety or service.

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* Review sales reports and identify opportunities to improve financial performance.

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* Implement strategies to increase admissions, memberships, birthday party bookings, café sales, and group events.

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* Minimize unnecessary expenses, inventory loss, and operational waste.

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* Maintain accurate cash handling, transaction, discount, and refund procedures.

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* Support approved marketing initiatives, community partnerships, and business development efforts.

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* Provide ownership with regular operational and financial performance reports.

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Safety, Compliance & Risk Management

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* Ensure all attractions operate according to established safety procedures, manufacturer requirements, and applicable regulations.

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* Enforce guest safety rules, age and height restrictions, and attraction operating procedures.

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* Ensure employees are properly trained in emergency response and incident reporting.

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* Maintain accurate documentation of incidents, inspections, and maintenance concerns.

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* Oversee compliance with applicable food safety, sanitation, and workplace requirements.

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* Identify potential risks and take appropriate corrective action.

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* Escalate significant safety, legal, financial, and operational concerns to ownership promptly.

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Qualifications

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Required

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* Minimum of 3 years of management experience in hospitality, entertainment, recreation, retail, food service, or another high-volume, customer-facing environment.

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* Demonstrated experience supervising employees, managing schedules, and maintaining performance standards.

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* Experience overseeing multiple operational functions or departments.

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* Working knowledge of labor management, expense control, and operational reporting.

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* Strong leadership, decision-making, communication, and conflict-resolution skills.

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* Ability to prioritize responsibilities and solve problems independently.

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* Proficiency with point-of-sale systems, scheduling software, spreadsheets, and standard business technology.

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* Availability to work weekends, evenings, and holidays based on operational needs.

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* Ability to remain active and regularly move throughout a large facility.

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Preferred

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* 5 or more years of progressive management experience.

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* Previous leadership experience in a family entertainment center, amusement facility, hospitality venue, or similar business.

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* Experience supervising teams of 15 or more employees.

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* Experience with birthday parties, group events, or high-volume guest operations.

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* Demonstrated success improving operational efficiency, guest satisfaction, labor management, or revenue.

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* Experience developing supervisors and implementing standard operating procedures.

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* Familiarity with food service operations, inventory controls, and facility maintenance coordination.

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What Success Looks Like

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The successful candidate will demonstrate the ability to:

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* Operate the facility effectively with minimal day-to-day supervision from ownership.

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* Build and maintain a dependable, well-trained, and accountable team.

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* Consistently meet cleanliness, safety, and guest service standards.

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* Manage labor and operational expenses responsibly.

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* Improve guest satisfaction, operational efficiency, and business performance.

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* Anticipate challenges, implement solutions, and follow through on commitments.

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* Communicate transparently with ownership and provide actionable recommendations.

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What We Offer

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* Competitive annual compensation of $60,000–$70,000, based on experience.

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* Performance-based bonus opportunities.

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* A meaningful leadership role with direct impact on business operations and growth.

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* The opportunity to lead a unique, locally owned family entertainment destination.

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* A collaborative environment with direct communication and support from ownership.

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* Opportunities for professional development and long-term growth.

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How to Apply

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Interested candidates should submit an updated résumé highlighting relevant management experience, leadership responsibilities, and operational accomplishments.

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We encourage applicants to include examples of measurable results, such as improvements in employee performance, customer satisfaction, labor efficiency, revenue, or operational processes.

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We are looking for a leader who takes initiative, leads by example, values accountability, and is committed to creating an exceptional experience for both guests and employees.

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Dreamland Galaxy is an Equal Opportunity Employer. All qualified applicants will receive consideration based on their qualifications, experience, and ability to perform the responsibilities of the position.