General Manager - Family Entertainment Center

General Manager – Family Entertainment Center

Position Summary Reports To: Regional Manager

Illusion Attractions seeks an experienced, energetic General Manager to oversee all venue operations. This role drives revenue growth, delivers exceptional guest experiences, builds high-performing teams, and ensures operational excellence across entertainment attractions, food and beverage, events and more.

The ideal candidate is a hospitality and entertainment leader who thrives in a fast-paced environment and has a passion for creating memorable experiences for guests. This individual will serve as the face of the venue while fostering a workplace culture centered around teamwork, accountability, community engagement, and operational excellence.

Key Responsibilities

Leadership & Team Development

· Recruit, hire, train, coach, and develop venue management and hourly team members.

· Establish and maintain trust with team members and foster a collaborative work environment.

· Create a positive, engaging, and high-performance workplace culture.

· Conduct performance reviews that are timely and constructive.

· Identify and support employee growth and improvement; establish development plans for team members.

· Oversee scheduling; ensure appropriate staffing levels to support business demands.

· Handle discipline and termination of employees as needed in accordance with Company policies and procedures, and applicable regulations.

· Lead by example through visible floor leadership and guest interaction.

Operations Management

· Collaborates with team members across the organization to ensure seamless business execution and uphold company values.

· Establishes and maintains credible, professional relationships with clients, internal business lines, and external vendors.

· Establish and implement departmental policies, procedures, goals, and objectives in accordance with executive team members.

· Oversee all day-to-day operations including attractions, entertainment operations, food & beverage service, events, and guest services while looking for opportunities for improvement.

· Ensure operational standards, cleanliness, safety, and brand consistency are maintained at all times.

· Measure productivity by analyzing performance data and activity reports.

· Monitor facility maintenance and coordinate repairs to minimize operational disruptions.

· Ensure compliance with company policies, local regulations, health codes, all health laws, and safety standards.

Financial Performance

· Drive revenue growth across all business segments including entertainment attractions, food & beverage, events, and memberships.

· Manage labor, cost of goods, operating expenses, and venue profitability.

· Analyze financial reports, KPIs, and performance metrics to identify opportunities for improvement.

· Develop and execute action plans to achieve revenue and profitability goals.

Guest Experience

· Champion an exceptional guest experience aligned with Illusions Attractions brand standards.

· Resolve guest concerns quickly and professionally.

· Actively seek information to understand guests’ circumstances, needs, and expectations.

· Monitor guest feedback and implement improvements to increase satisfaction and loyalty.

· Develop mid and long-term plans to meet/exceed guest expectations.

· Create an atmosphere that encourages repeat visitation and community engagement.

Sales, Marketing & Community Engagement

· Partner with PR and marketing teams to execute local promotions and special events.

· Visit and build relationships with schools, esports organizations, businesses, community groups, and influencers.

· Support special programming, school groups, leagues, birthday parties, corporate events, and venue buyouts.

· Identify opportunities to grow local awareness and market share.

Event & Entertainment Operations

· Oversee planning and execution of private events, special programs, and community activations.

· Ensure events are staffed appropriately and executed to company standards.

· Collaborate with internal teams to maximize event revenue and guest satisfaction.

Safety & Compliance

· Maintain a safe environment for guests and employees.

· Ensure compliance with all applicable federal, state, and local regulations.

· Conduct regular audits of cash handling, inventory controls, food safety, and operational procedures. Establish and implement related plans for improvement and compliance.

· Establish emergency and contingency plans. Ensure employees are trained to implement these plans.

Qualifications

· 5 years of progressive management experience in entertainment, hospitality, restaurant, family entertainment center (FEC), gaming, or related industries.

· Proven success managing multi-revenue-stream operations.

· Experience hiring, training, and developing large teams.

· Experience with food & beverage operations.

Required Skills & Abilities

· Strong financial acumen with experience managing budgets and P&L performance.

· Ability to analyze data to inform operational decisions and activities.

· Extensive knowledge of operations and organizational management.

· Excellent organizational skills and attention to detail.

· Ability to interpret financial data as needed to set and accomplish goals.

· Excellent written communication skills.

· Excellent verbal communication skills; ability to present information to small and large groups.

· Ability to plan, coordinate, and lead projects.

· Ability to conduct effective research and provide related reports and instructions.

· Ability to address and resolve operational concerns and issues.

· Excellent leadership and team-building skills.

· Ability to lead and maintain composure in high-pressure situations.

Preferred Experience & Qualifications

· Experience managing entertainment venues or hospitality operations.

· Event management and sales experience.

· Bachelor's degree in Business, Hospitality Management, or related field.

Key Performance Indicators (KPIs)

· Labor cost management

· Guest satisfaction scores

· Employee retention and engagement

· Event sales growth

· Food & beverage performance

· Membership and repeat visitation growth

· Safety and compliance metrics

· Team member retention

Advanced Communication Abilities

Can read and understand business documents, policies, and regulations. Can create policies. Can write clear reports and professional correspondence. Can present information and answer questions in meetings with managers, clients, or customers.

Workplace Math Abilities

Can calculate common business figures such as discounts, interest, commissions, and measurements (area, volume). Comfortable with basic algebra and geometry concepts.

Advanced Reasoning Abilities

Can identify problems, gather information, and make sound decisions based on facts. Can understand technical instructions and work with both concrete and abstract ideas. Can make sound decisions when situations vary. Can interpret different types of instructions, schedules, or diagrams.

Work Location & Schedule

Ability to work on-site evenings, weekends, and holidays as business demands require.

Work Environment & Physical Requirements

· Ability to stand and walk for extended periods of time.

· Ability to use hands and fingers to grab, handle, or feel; execute repetitive motions of the wrists, hands and fingers; reach with hands and arms.

· Ability to talk and hear.

· Close vision; extended periods using a computer and/or mobile device.

· The employee is regularly required to sit; and climb, balance, bend, stoop, lift, carry, push, kneel, crouch, or crawl. The employee must regularly lift and/or move 15 pounds and occasionally lift and/or move up to 25 pounds, and infrequently lift 50 pounds.

· Most work is performed indoors, in and in a climate-controlled environment.

· Work near others, usually within a few feet.

· Ability to navigate a large entertainment venue environment.

· Obtain a TAM Card and Managers Food Handlers Card.

What We Offer

· Competitive salary

· Career growth opportunities within a rapidly expanding entertainment brand

· Dynamic and fun work environment

· Employee discounts and gaming perks

· Medical, Dental, Vision, PTO benefits

· Opportunity to help shape the future of attractions and entertainment experiences.

Illusion Attractions is an Equal Opportunity Employer committed to creating an inclusive workplace where employees and guests can experience great entertainment.

Experience:

• Progressive Management : 5 years (Required)

Work Location: In person

Sent Resumes To:

tim@illusionattractions.com

mphy@dinosauroutpost.com

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• FEC General Manager: 5 years (Required)

Work Location: In person