The General Manager (GM) is responsible for all aspects of location success — from guest experience and operational execution to team leadership and financial performance. This role leads by example, inspiring a culture of fun, service, and accountability while ensuring optimal guest conditions, fully functioning games, and aligned execution of company purpose, values, and priorities.

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.

· Conduct performance evaluations, deliver 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.

· 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

· Guest Obsession: a passion for creating amazing guest experiences

· Fun & Energy. Leads with positivity, playfulness, and passion

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