Role Summary

Set the tone as the ultimate host and operator-in-chief. The General Manager (GM) is a working manager—present on the floor, greeting guests, supporting staff, and ensuring flawless execution of operations, events, and presentation.

Reports To: Regional Manager

Direct Reports: Assistant General Manager, Operations Manager, Shift Managers, Housekeeping Lead

NCG 2.0 Mindsets

• Heartfelt Hospitality Above All Else
• Generosity Creates Community
• Details Matter
• Joy is Contagious
• Lead with Integrity & Heart

Key Responsibilities

People & Culture

• Recruit, hire, and schedule staff.
• Coach the leadership bench to develop talent.
• Build and maintain a culture of hospitality, accountability, and recognition.

Guest & Brand

• Ensure best-in-market presentation and cleanliness standards.
• Personally handle escalated guest matters with care and professionalism.
• Lead community outreach initiatives to strengthen local partnerships.

Operations & Financials

• Deliver on sales targets, cost of goods sold (COGS), labor, and controllable expenses.
• Forecast for events and new releases accurately.
• Ensure compliance with food safety, OSHA, ADA, ID checks, cash handling, and emergency readiness protocols.

Strategy & Execution

• Execute corporate initiatives including menu and price changes, and marketing activations.
• Review operational scorecards weekly to drive continuous improvement.

Working Manager & Events

• Maintain high visibility on the floor, especially during evenings, weekends, and major releases.
• Assist across all operational areas including concessions, box office, ushering, cleaning, and technical support.
• Oversee planning and execution of all in-house events; meet and greet event organizers; troubleshoot in real time.
• Develop community partnerships to encourage repeat business.

Qualifications

• 3–5 years of leadership experience in a high-volume environment.
• Strong financial acumen and understanding of presentation standards.
• Proven track record in event execution and community relations.

Success Metrics (KPIs)

• Net Promoter Score (NPS) / Guest satisfaction
• Market share and sales growth
• Labor and controllable expense management
• Audit scores including food safety, cash handling, and presentation
• Employee turnover, retention, and internal promotions