General Manager

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.
  • Carry out performance evaluations, provide 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

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