General Manager

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.