General Manager

Duties And Responsibilities

• Act with an owner/operator mindset, driving operational excellence and team performance to maximize business results
• Oversee and manage the day-to-day operations of the facility, ensuring seamless and efficient execution of all activities within the tunnel
• Create and manage daily flight and staff schedules to ensure optimal coverage and efficiency
• Manage inventory control and ordering of supplies to ensure operational readiness
• Manage and maintain daily reporting, including payroll and operational reports
• Ensure your tunnel shows as a premium venue - clean, well-maintained, and presentable both inside and outside
• Grow group events, STEM programs, experience flyers, and other specialty areas of the business
• Engage in, model, and train your team on selling and guest service skills, focused on delivering an unparalleled customer experience and repeat business
• Analyze financial results to maximize profitability by monitoring key performance indicators (KPIs) and P&L Statements
• Apply local market knowledge and community partnerships to strengthen revenue and long-term results

Leadership And Management

• Lead and manage the leadership teams daily operations of the tunnel
• Inspire each team member (Operations Manager, Lead Instructor, Instructors, Customer Service Representatives, Keyholders, and STEM Educators) to develop and grow to their full potential
• Collaborate with the Operations Manager, Lead Instructor and Regional Director to meet/exceed safety audits, EBITDA budget, Net Promoter Score, employee turnover, Instructor productivity and customer referrals
• Hire and develop the best team
• Define, implement and support continuous improvement processes to enhance operational efficiency

Safety And Environment

• Uphold and enforce all safety guidelines and standards, ensuring a secure environment for both employees and customers
• Perform regular safety audits and inspections to proactively identify and mitigate potential hazards
• Ensure comprehensive and continuous training for all team members on safety protocols and emergency response procedures
• Respond swiftly and thoroughly to any safety concerns or incidents, maintaining the highest standards of safety

Work Experience And Education Requirements

• 3-5 years of proven success in General Manager role in a customer-facing industry with direct P&L ownership
• Proven ability to drive profitability while maintaining safety standards, customer, and team member experiences
• Proficiency in monitoring various business metrics and developing plans to address any gaps
• Prominent inclusive leadership and excellent communication skills with the ability to clearly convey objectives and visions while inspiring and guiding a diverse team
• Strong strategic thinking and decision-making abilities in partnership with senior company leadership
• Demonstrated success in addressing complex customer issues, considering the impact on customers, employees, and financial outcomes
• Effective critical thinking skills to address issues promptly and effectively
• Experience in talent acquisition, team development and training with proficiency in conducting performance-driven meetings and managing employee recognition and accountability programs
• Competence in delegating tasks and defining roles, with a focus on efficient execution, clarity, and accountability
• A strong commitment to safety and a proven history of enforcing safety standards

Education Background

• Bachelor’s degree from an accredited university