General Manager

OverviewThe General Manager is responsible for the overall success of a large-scale, multi-attraction entertainment and hospitality venue. This position carries full accountability for operations, financial performance, guest satisfaction, and team culture. Acting as the “CEO” of the facility, the GM oversees all departments including attractions, food & beverage, guest services, events, and facilities, ensuring that every aspect of the business contributes to profitability and long-term growth. The role requires strong leadership, financial acumen, and operational expertise to manage a complex business with multiple revenue streams and a large workforce.ResponsibilitiesLeadership & Team DevelopmentRecruit, hire, train, and manage staff at all levels, from department leaders to frontline employees.Build and lead a large team (100+ staff), fostering a culture of accountability, hospitality, and excellence.Conduct regular coaching, reviews, and succession planning to develop internal talent.Attractions & Operations OversightEnsure smooth operations across all attractions and activity areas.Implement safety and maintenance standards to maximize uptime and efficiency.Partner with operations teams to optimize guest flow and reduce wait times.Food & Beverage ManagementOversee performance of multiple dining outlets, with responsibility for P&L, labor, cost of goods, and service standards.Maintain quality, speed, and consistency while driving upselling and per-capita spending.Events & Group SalesManage group bookings, private events, and parties from scheduling to execution.Partner with marketing to drive event sales and ensure profitability.Guarantee events deliver exceptional guest experiences while achieving revenue goals.Guest Services & ExperienceEnsure every guest receives outstanding service from entry to exit.Track and improve guest feedback scores, reviews, and repeat visit metrics.Oversee resolution of escalated guest concerns.Facilities & SafetyMaintain a clean, safe, and professional environment across the property.Ensure compliance with safety, security, and sanitation standards.Partner with maintenance teams to ensure facilities operate at peak standard.Financial & Business ManagementFull P&L ownership, including budgeting, forecasting, and financial analysis.Negotiate vendor contracts and manage expenses across departments.Drive revenue growth through programming, promotions, and seasonal activations.Cross-Departmental CollaborationWork with marketing to align promotions and campaigns with business needs.Partner with finance for reporting while independently managing daily financial operations.Utilize HR for compliance and legal support while retaining final authority over personnel decisions.RequirementsProven experience as a General Manager in a large, high-volume entertainment, hospitality, or resort environment.Prior leadership of a business generating $10M+ in annual revenue.Demonstrated ability to manage 100+ employees across multiple departments.Strong financial and analytical skills with direct P&L accountability.Track record of improving guest experience metrics (reviews, repeat visits, satisfaction scores).Familiarity with POS, payroll, and operational management systems.Guest-focused leader who balances strategic planning with hands-on execution.Experience with entertainment or hospitality software is a plus.Success MetricsFinancial: Achievement of profitability targets across all departments.Guest Experience: Satisfaction scores, reviews, repeat visits, and rebooking rates.Team Performance: Employee retention, engagement, and leadership development.Operational Standards: Safety compliance, equipment uptime, and cleanliness scores.Events & Group Sales: Growth in bookings, revenue per event, and repeat business.Seniority levelExecutiveEmployment typeFull-timeJob functionManagement and ManufacturingIndustriesStaffing and Recruiting #J-18808-Ljbffr

Created: 2025-10-06