General Manager

Job Description

Job Description:\n\nThe General Manager is responsible for the overall success and performance of the Altitude Trampoline Park location. This leader will oversee daily operations, team development, guest experience, financial performance, safety, sales, marketing execution, and community engagement.The ideal candidate is not simply an operations manager—they are a business leader and community ambassador who understands that the success of the park depends on creating exceptional guest experiences while actively driving revenue and building strong relationships within the local community.The General Manager is expected to be highly visible both inside and outside the park, developing relationships with schools, businesses, youth organizations, churches, sports programs, nonprofits, community groups, hotels, apartment communities, and other local partners to generate awareness, traffic, memberships, parties, group events, and repeat business.The General Manager will lead by example and create a culture that reflects Altitude’s commitment to family fun, celebration, activity, social connection, and an energetic guest experience.KEY RESPONSIBILITIES GENERAL OPERATIONS· Have overall responsibility for the successful operation and performance of the park.· Lead all aspects of the facility, including guest services, attractions, food and beverage, parties, memberships, staffing, maintenance, cleanliness, and safety.· Establish and maintain Altitude brand standards, operating procedures, and expectations.· Ensure the park is clean, safe, properly staffed, and guest-ready at all times.· Monitor daily operations and quickly address issues that impact the guest experience or financial performance.· Oversee inventory, purchasing, spending, cash controls, and operational reporting.· Manage labor and controllable expenses to achieve budgeted financial results.· Review financial reports and key performance indicators regularly and take corrective action when necessary.· Maintain accountability for the overall profitability of the park. BUSINESS DEVELOPMENT & REVENUE GROWTH· Take an active role in driving sales and growing the business.· Develop and execute local strategies designed to increase admissions, memberships, birthday parties, group events, food and beverage, camps, and other revenue opportunities.· Establish measurable sales goals and hold department leaders accountable for achieving them.· Analyze sales trends, traffic patterns, customer behavior, and local market opportunities to identify opportunities for growth.· Develop strategies to increase repeat visits and customer retention.· Actively promote memberships and other recurring-revenue programs.· Develop new business opportunities through local partnerships and direct outreach.· Identify underperforming revenue areas and create action plans to improve results.· Work with the support center and marketing team to execute company marketing initiatives while supplementing them with effective local marketing efforts.· Track the effectiveness of local promotions, partnerships, events, and outreach efforts. LOCAL COMMUNITY OUTREACH· Serve as the face of Altitude within the local community.· Build and maintain strong relationships with schools, daycares, youth organizations, sports leagues, churches, nonprofits, businesses, hotels, apartment communities, and other community organizations.· Develop partnerships that generate new customers, group bookings, parties, memberships, and community awareness.· Establish a consistent schedule of community visits and outreach.· Attend local networking events, chamber events, school functions, community festivals, sporting events, fundraisers, and other appropriate events representing Altitude.· Develop opportunities for Altitude to participate in local charitable and community initiatives.· Create mutually beneficial partnerships with local businesses through cross-promotions, employee benefits, fundraising programs, and special events.· Work with schools and youth organizations to develop field trips, fundraisers, reward programs, and group experiences.· Develop relationships with local employers to promote employee appreciation events, corporate outings, and employee discounts.· Maintain a database or tracking system of community contacts, prospects, partnerships, and outreach activity.· Set measurable goals for community outreach and report results to leadership. SALES & MARKETING· Execute sales and marketing plans in collaboration with the support center team.· Develop and maintain a local business-development plan.· Establish weekly and monthly sales targets.· Monitor lead generation, conversion, memberships, parties, groups, and other key sales metrics.· Personally participate in sales calls, community visits, partnership meetings, and business-development activities.· Ensure all managers and team members understand current promotions and are trained to effectively communicate them to guests.· Identify opportunities to increase weekday traffic and fill traditionally slower periods.· Develop local promotions and partnerships that complement company-wide marketing initiatives.· Build relationships with local businesses to create referral and promotional opportunities.· Measure the return on investment of local marketing and outreach efforts. PEOPLE & LEADERSHIP· Recruit, hire, train, coach, motivate, and retain a high-performing team.· Establish clear expectations for performance, accountability, professionalism, and guest service.· Develop managers and high-potential team members for increased responsibility and future advancement.· Ensure training programs are executed effectively.· Maintain staffing levels appropriate for business needs while supporting team-member well-being.· Create a positive work environment that encourages teamwork, accountability, recognition, and retention.· Lead through strong communication, consistent follow-through, and personal example.· Recognize and reward team members who demonstrate exceptional performance and commitment to Altitude standards. GUEST EXPERIENCE· Create an exceptional, energetic, and on-brand Altitude guest experience.· Ensure guests are greeted warmly and treated with professionalism and enthusiasm.· Monitor guest feedback and use it to improve operations and team performance.· Resolve guest concerns quickly and professionally.· Ensure the entire team understands that every interaction is an opportunity to create a loyal customer.· Develop strategies to increase guest satisfaction, repeat visits, memberships, and positive reviews. SAFETY & COMPLIANCE· Maintain a safe and secure environment for all guests and team members.· Ensure all safety procedures, inspections, policies, and training requirements are consistently followed.· Ensure team members are properly trained in emergency procedures and attraction safety.· Maintain compliance with company policies and applicable laws and regulations.· Immediately address safety hazards or operational concerns. FINANCIAL MANAGEMENT· Manage the park’s financial performance and profitability.· Review P&L statements and key financial reports and identify opportunities for improvement.· Control labor, food costs, inventory, supplies, repairs, and other controllable expenses.· Develop and execute action plans when financial performance is below expectations.· Understand the relationship between sales, labor, expenses, and profitability.· Hold leadership team members accountable for financial performance within their areas of responsibility.KEY PERFORMANCE EXPECTATIONSThe General Manager will be evaluated on both operational excellence and business growth, including:· Revenue and sales growth· Membership sales and retention· Birthday party and group sales· Guest satisfaction and experience· Local community partnerships· New business development· Marketing and outreach activity· Labor management· Controllable expenses· Profitability· Team retention and development· Safety and compliance· Cleanliness and facility standards· Customer retention and repeat visitationCOMMUNITY & BUSINESS DEVELOPMENT EXPECTATIONA successful General Manager should spend meaningful time outside the four walls of the park developing business and community relationships.The GM should consistently be asking:“Who in our community should know about Altitude, and how can we create a relationship that benefits both organizations?”Success in this position requires the ability to turn community relationships into measurable business results while establishing Altitude as a valued member of the local community.QUALIFICATIONS & SKILLS· 3+ years of management experience, preferably in entertainment, hospitality, food and beverage, recreation, retail, or a comparable customer-focused environment.· Demonstrated ability to lead and develop a large and diverse team.· Demonstrated ability to achieve sales and financial goals.· Strong business-development and relationship-building skills.· Comfortable making sales calls, visiting businesses, networking, and representing the company in the community.· Strong verbal and written communication skills.· Ability to recruit, motivate, develop, retain, and promote talent.· Strong organizational and problem-solving skills.· Ability to analyze financial reports and operational metrics.· Ability to work independently and make sound business decisions.· Ability to work in a fast-paced environment with constant distractions.· Must be available to work days, nights, weekends, holidays, and special events as business needs require.· Ability to lift and carry 50+ pounds regularly.· Must maintain a professional appearance and represent the Altitude brand positively both inside and outside the park.LEADERSHIP EXPECTATIONThe General Manager is expected to lead from the front.This means being visible with guests, present with the team, involved in the community, engaged in sales, accountable for financial performance, and constantly looking for ways to make the park better.The goal is not simply to operate the park—the goal is to grow the business, develop the team, create exceptional guest experiences, and make Altitude a recognized and valued part of the local community. 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