SUMMARY:
Our vision is to create engaging, unique, and unforgettable experiences. We love what we do, immersing ourselves in the fun of our creations and extending that fun to our guests and colleagues. Our collective endeavor ensures that every visitor becomes a raving fan of The Company and the vibrant experiences we offer.
We are seeking an experienced General Manager to lead The Company. The ideal candidate will be a dynamic leader with a passion for hospitality, entertainment, and creating memorable guest experiences. In this role, you will be at the helm of coordinating seamless operations across all areas of our venue, including the Back of House (BOH), Front of House (FOH), gaming areas, and event management. You will be responsible for managing staff, ensuring customer satisfaction, overseeing financial performance, and ensuring compliance with health and safety regulations, all while fostering a collaborative environment that bridges the gap between dining, gaming, and event experiences.
Success in this multifaceted position requires excellent communication, leadership, multitasking skills, and the ability to integrate effectively with the establishment’s culture. Your contributions will ensure overall guest satisfaction and create an exceptional experience for all visitors.
DUTIES AND ACCOUNTABILITIES:
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- Operational Excellence: Oversee and integrate the operations of the BOH, FOH, gaming sections, and event services to ensure a cohesive and high-quality guest experience. Manage all venue activities to achieve operational efficiency and excellence.
- Team Leadership and Coordination: Lead, motivate, and ensure seamless collaboration among all teams, including kitchen staff, service teams, gaming personnel, and event coordinators. Promote a culture of teamwork, excellence, and hospitality that spans across all sections of The Company.
- Strategic Management: Develop and implement strategies to enhance the overall customer experience, integrating the unique offerings of our dining, gaming, and event services. Ensure that all parts of the business operate smoothly together, creating synergies and enhancing guest satisfaction.
- Financial and Resource Management: Manage financial budgets, forecasts, and resource allocation efficiently, ensuring that the coordination between different departments is cost-effective and aligns with our financial goals.
- Compliance and Standards: Ensure that all areas of operation comply with health, safety, and legal regulations, maintaining high standards across the board. Oversee the integration of compliance measures between the kitchen, service areas, gaming operations, and event management.
- Event and Gaming Coordination: Work closely with event coordinators to deliver exceptional experiences.
- Customer Experience Management: Act as the pinnacle for ensuring customer satisfaction across all facets of The Company, from dining and gaming to special events. Address and integrate feedback from various service areas to continually enhance the guest experience.
KEY RESPONSIBILITIES:
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- Oversee daily operations of the venue, ensuring efficient management of all activities.
- Lead and motivate a diverse team to exceed customer expectations, promoting a culture of excellence.
- Develop and implement strategies to enhance customer satisfaction and loyalty.
- Manage financial budgets, including forecasting, expense control, inventory and revenue growth.
- Ensure compliance with all local, state, and federal laws and regulations related to health, safety, and alcohol service.
- Coordinate with marketing to promote events, specials, and new offerings to increase patronage.
- Handle staffing requirements, including hiring, training, scheduling, and performance evaluations.
- Foster a positive, inclusive, and productive work environment for all employees.
- Liaise with vendors and suppliers, maintaining strong relationships and negotiating contracts to benefit the venue.
- Analyze performance data to identify trends, make informed decisions, and implement improvements.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education and Experience Requirements:
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- Proven experience as a General Manager or similar executive role in hospitality, entertainment, or related fields.
- Strong leadership skills with a track record of managing and motivating teams.
- Excellent communication and interpersonal abilities, with a focus on customer service.
- Financial acumen, with experience managing budgets and financial planning.
- Ability to work flexible hours, including nights, weekends, and holidays.
- Knowledge of industry regulations and guidelines related to health and safety.
- Must possess at least a high school diploma or equivalent.
Language Skills – Ability to read, analyze financial reports, and legal documents. Ability to respond to common inquiries or complaints from guests, regulatory agencies, or business community members. Ability to effectively present information to management, public groups, and/or board of directors. Ability to interact clearly and effectively, in both written and oral communication, with supervisors, clients, staff, vendors, etc.
COMPETENCIES:
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- Cooperation- Refers to the ability to establish and maintain effective relationships. This person exhibits tact and consideration and displays a positive outlook and pleasant manner.
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- Guests Service- The ability to satisfy the expectations and requirements of guests. These individuals display courtesy and sensitivity and respond promptly to service requests. They identify guests’ needs and explain services clearly.
- Work Quality- The Front of the House Manager is directly responsible for guest experiences from the start to the end of their visit. They consistently achieve desired outcomes with a minimum of avoidable errors and problems.
- Time Management—The Front-of-the-House Manager must complete the daily duties and responsibilities in a timely manner. Multitasking is essential for effective work. Delegating tasks and understanding the team’s capabilities is essential.
- Teamwork refers to the ability to effectively enforce policies and procedures with all staff members. It involves working closely with other managers to ensure employees and guests have a fun, safe environment. Teamwork also involves communicating and creating relationships with employees to instill the company’s culture and core values.
- Action Oriented – This individual enjoys working hard and is action oriented and full of energy for things seen as challenging. This person reacts quickly to critical situations.
- Listening – Refers to the ability to be an attentive and active listener and have patience to hear people out.
- Creativity – This individual comes up with a lot of new and unique ideas. They easily make connections among previously unrelated notions and tends to be seen as original and value-added brainstorming settings.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
Work is performed in a commercial food service operation environment and entertainment center. Exposure to noise and large gatherings of people are common. Requires working extended hours with little notice. Work involves the operation of demanding equipment and standing for extended periods of time. Lifting and/or carrying materials weighing up to 30 pounds occurs with varied frequency.
If you want the opportunity to join our growing company or to consider any of our other searches, please contact Jim Weber at Tel. 770-354-2817; e-mail; jimweber@newcenturydynamics.com
This document is presented to you confidently. All communication, whether written, oral, or electronic, should be addressed to:
New Century Dynamics Executive Search
James E. Weber, President
New Century Dynamics Executive Search
Tel. 770-354-2817; e-mail; jimweber@newcenturydynamics.com
