Entertainment Keyholder

Level99; Natick (MA); On-site; USD 30,000 - 50,000; Full time

Job summary

Level99 is seeking an Entertainment Keyholder to manage entertainment operations, ensuring a positive environment for both guests and team members. This hands-on management role involves leading staff and maintaining operational standards in a dynamic gaming venue. The ideal candidate will possess strong leadership skills and a passion for creating memorable guest experiences in an energetic setting.

Qualifications

• 1 year experience in a leadership role in high-volume entertainment or food & beverage.
• Ability to work under pressure and flexible hours.
• Experience as a keyholder is preferred.

Responsibilities

• Oversee entertainment operations and team management.
• Ensure guest safety and compliance with regulations.
• Enhance guest experience through effective leadership.

Skills

Communication

Leadership

Organization

Attention to Detail

Integrity

Technology Proficiency

Education

High School education or equivalent

B.S. in Hospitality Management

Tools

Microsoft Office

Job description

WHO WE ARE

Level99 is a real-world gaming venue designed for adults, featuring over 50 mental and physical challenges in artistic environments. Games range from ninja warrior obstacle course style challenges to mental logic puzzles, and everything in between. Each challenge is quick—just 1 to 4 minutes—and Players can do the same room over and over again, or they can move on to something new. Like a video game, Players earn rewards, climb the leaderboard, and make progress – each time a Player comes back, the game remembers where they left off.

Alongside the games, Level99 offers a full-service bar and award-winning restaurant – featuring scratch-cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level99 has locations in Natick, MA, Providence, RI, and is opening in Tysons, VA, West Hartford, CT, and Disney Springs, FL. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering. Visit www.level99.com for more details.

JOB DESCRIPTION

The Entertainment Keyholder is a junior level manager at Level99 responsible for all facets of entertainment operations, dedicated to delivering a positive, authentic, and inspiring environment for both Players and team members. The Keyholder works side by side with the entertainment and technical teams to drive overall venue quality, standards and performance. This is a “working” position and requires the Keyholder to be able to fill any position on the entertainment side of the business when needed as well as act as MOD of the entertainment side of the business when required. The Keyholder is passionate about meeting guest needs before being asked, and advancing the Level99 brand. A successful Keyholder will be a strong leader of people, a relatable coach, and a guest advocate. A Level99 Keyholder has honesty and personal integrity, choosing humility over the need to “be right.”

RESPONSIBILITIES

• Demonstrates responsibility and support for the upkeep, maintenance, cleanliness, and operations of the entertainment side of the venue.
• Prioritizes guest experience, by bringing wise and timely suggestions to the Entertainment team.
• Models authentic, warm, approachable, and humble interpersonal interactions and instills best-in-class service thinking in the team. Anticipates and meets Player needs before being asked.
• Continuously upholds Level99 brand and visual standards across all parts of the business, including product, experience, display standards, as well as environmental cleanliness and organization.
• Leads team members through effective and efficient operational execution, including shift tasks, POS functions, hands-on guest service, and proper facilities upkeep.
• Ensures guest safety within the venue, inclusive of entertainment safety, continuously monitoring and addressing any foreseeable risks to guest’s health and welfare, as well as driving immediate resolution to any deviation from standard
• Ensures continuous compliance with all relevant federal/state laws, insurance requirements, Landlord regulations, and company policies.
• Assists with all entertainment focused change management activities, ensuring effective and accurate communication of new product, service, and operational information and skillfully guiding the team to optimal performance.
• Assists with ensuring that entertainment labor and controllable costs stay consistently within guidelines set by the company.
• Executes venue opening and closing according to best practice. Demonstrates excellent cash handling skills.
• Takes initiative, seeing what needs to be done and working with the Entertainment Operations Manager to accomplish goals, in continual pursuit of improvement of our guest experience and venue performance.
• Other duties, as assigned.

MUST-HAVE SKILLS

• Ability to work well under pressure in a fast paced, ever changing work environment
• Strong verbal and written communication skills
• Highly organized with strong attention to detail
• High integrity and professionalism
• High School education or equivalent
• Understands, utilizes and embraces new technology and its implementation into our operation, with specific knowledge in, but not limited to, Microsoft Office
• Ability to work a flexible schedule based on business needs which will include days, nights, weekends and holidays as well as emergency responsiveness as required.
• Able to work eight hour-plus shifts, plus ability to stand, sit, squat or walk for extended periods of time, walk up and down stairs.
• Able to grasp, reach overhead, push, lift and carry up to 50 pounds.
• A positive, joyful, upbeat and energetic attitude – leading by example

OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE

• Minimum 1 year experience working as a leader of people in a high-volume entertainment and/or food & beverage business
• Minimum 1 year experience as a keyholder in a previous position
• Relevant Education: B.S. in Hospitality Management, or other related degree
• CPR/AED/First Aid Certified

While we don’t expect a candidate to have deep experience in all of the above, we’re looking for someone with the passion and capability to learn quickly in the areas that are new!

YOU MIGHT BE A FIT ON THE LEVEL99 TEAM IF YOU…

• Like to laugh, would be described as a "low maintenance, low drama" person, have a tendency to have a bit of fun while you work

• Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job

• Are just a little bit obsessive about getting the details right the first time

• Have a high energy personality, the kind of person who is typically smiling, and likes to "get it done now"

Level99 is an E-Verify employer.