General Manager - AU - Leap Brands

Position Overview:

The General Manager will oversee all aspects of the Family Entertainment Center’s operations, ensuring a safe, efficient, and enjoyable experience for guests. The GM will be responsible for staff management, financial oversight, guest satisfaction, and ensuring the center is in peak condition. The ideal candidate will have experience in the hospitality, retail, or entertainment industries, with a strong focus on team leadership and operational efficiency.

Key Responsibilities:

• Operational Management: Lead the day-to-day operations of the entertainment center, ensuring smooth functioning of all attractions, including arcade, bowling, laser tag, mini-golf, and concessions.
• Team Leadership: Recruit, train, and manage staff, including attraction operators, customer service personnel, and maintenance teams. Develop a high-performing team focused on delivering excellent guest service.
• Guest Experience: Ensure guests have an outstanding experience, handling customer inquiries and concerns with professionalism. Maintain high levels of cleanliness, safety, and service throughout the center.
• Financial Oversight: Manage the center’s budget, including revenue, expenses, and labor costs. Track financial performance, monitor daily sales, and implement cost-saving measures where needed.
• Event Management: Oversee the planning and execution of special events, birthday parties, and group activities, ensuring smooth coordination and a positive guest experience.
• Safety and Compliance: Ensure compliance with health and safety regulations, including fire safety, food safety, and guest injury prevention. Regularly train staff on safety protocols.
• Inventory and Vendor Management: Manage inventory for concessions and arcade games, ensuring timely ordering and cost-effective vendor relationships.
• Marketing and Community Engagement: Collaborate with the marketing team to drive foot traffic and promote events, group bookings, and special offers. Build relationships within the community for partnerships and sponsorship opportunities.
• Facility Maintenance: Ensure that all equipment and attractions are regularly maintained and operational. Coordinate with maintenance teams to address any repairs or upgrades in a timely manner.
• Performance Monitoring: Track and report key performance indicators (KPIs) related to revenue, customer satisfaction, and operational efficiency. Use data to make informed decisions for continuous improvement.

Qualifications:

• Bachelor’s degree in Business, Hospitality, or a related field preferred; or equivalent experience.
• Minimum of 5 years of management experience, preferably in entertainment, hospitality, or retail environments.
• Strong leadership skills with the ability to manage and motivate a team in a fast-paced environment.
• Excellent customer service skills and the ability to handle difficult situations with diplomacy and tact.
• Strong financial acumen, with experience in budgeting, forecasting, and cost control.
• Knowledge of health and safety regulations, as well as facility management best practices.
• Proficiency in using management software, point-of-sale (POS) systems, and other relevant technologies.
• Ability to work flexible hours, including evenings, weekends, and holidays, as needed for peak times and special events.
• Strong problem-solving skills and the ability to make quick, effective decisions under pressure.
• Passion for creating a positive and fun environment for both guests and staff.

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