What are the responsibilities and job description for the General Manager position at Family Entertainment Group?
Job Type
Full-time
Description
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
Family Entertainment Group is an equal opportunity employer.
Salary Description
$57,000 - $65,000 Annually
Full-time
Description
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.
- 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.
- 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.
- 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
- 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
Family Entertainment Group is an equal opportunity employer.
Salary Description
$57,000 - $65,000 Annually
Salary : $57,000 - $65,000