Entertainment Manager

Level99; Natick (MA); On-site; USD 50,000 - 75,000; Full time

Job summary

Level99, a premier entertainment venue in Natick, seeks an Entertainment Manager to oversee operations and enhance guest experiences. This dynamic role requires hands-on management of teams and facilities, ensuring safety and quality standards while fostering a positive environment. Ideal candidates are organized, proactive, and have prior management experience in high-energy settings.

Qualifications

• 1 year's management experience in high-volume entertainment or retail.
• Strong troubleshooting abilities.
• CPR/AED/First Aid Certification is a plus.

Responsibilities

• Assist with overall operations and upkeep of facilities.
• Model best-in-class service and manage team interactions.
• Lead recruitment and staff management.

Skills

Excellent verbal and written communication skills

Highly organized with strong attention to detail

Ability to work well under pressure

Flexible schedule

Positive attitude

Education

High School education or equivalent

B.S. in Hospitality Management or related degree

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.

The Entertainment Manager is responsible for assisting with the overall entertainment and facility operations, helping to lead the charge with both our team members and our guests. The Entertainment Manager works closely with and supports the Entertainment General Manager and is responsible for all facets of entertainment operations, dedicated to delivering a positive, authentic, and inspiring environment for both guests and team members. The Entertainment Manager works in the trenches, side by side with the entertainment and technical teams to drive overall venue quality, standards and performance – this is a “working” managerial role, with the AEM able to fill any position on the entertainment side of the business when needed, as well as be the MOD of the entire venue when required.

This position has an additional focus inclusive of entertainment leadership, handling overall scheduling, merchandising, training, and merchandise inventory while working closely with the Director of Operations, F&B Leadership, Venue Techs and Senior Management (Corporate) to ensure all facility and safety needs are met and any issues are reported and resolved in a timely manner. The Entertainment Manager is passionate about getting the details right, meeting guest needs before being asked, and advancing the Level99 brand. A Level99 Entertainment Manager has honesty and personal integrity that is above reproach, choosing humility over the need to “be right,” and in all things acts as though you are the Owner and Operator of their venue.

RESPONSIBILITIES

• Assists with the overall operations of the entertainment side of the business including some responsibility for the upkeep, improvements, maintenance and cleanliness of the entire facilities.
• Prioritizes guest experience, and is able to identify problem areas and make suggestions to the Entertainment General Manager.
• Models authentic, warm, approachable, and humble interpersonal interactions and instills best-in-class service thinking and methodologies in the team.
• Ensures the entertainment team is optimally staffed and strategically positioned during shifts.
• Takes a lead role in the hiring process by actively recruiting, contacting applicants, conducting interviews and hiring.
• Works in tandem with Entertainment General Manager to address disciplinary issues and coach staff when appropriate to ensure a fun & positive culture and productive team work environment.
• Demonstrates wise and perceptive people performance management skills and the ability to identify talent, and assists with developing supervisors and other hourly team members to rise to their full potential.
• 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 and routines as well as 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.
• Acts as the “Lead Safety Officer” for location to ensure the safety of Guests and Staff. Monitors, Identifies and reports all safety hazards and risks to appropriate Managers (DOO, Ent. GM, F&B GM, Chef, etc.,). Take immediate action as necessary to minimize potential hazards/risks and work with appropriate stakeholders for resolution.
• Encourages and ensures all staff to utilize best safety practices when performing any duties.
• Ensures continuous compliance with all relevant federal/state laws, insurance requirements, Landlord regulations, and company policies.
• Works side by side with DOO for any required inspections, certifications or other required renewals/application processes as assigned.
• Assists with 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.
• Maintains and manages inventory levels for entertainment supplies, merchandise, including cleaning products, wristbands and RFID chips, orders supplies as needed and seeks approval on expenses when appropriate.
• Takes initiative, seeing what needs to be done and works with the Entertainment GM and/or DOO to assemble the resources to accomplish goals, in continual pursuit of improvement of our guest experience and venue performance.
• Works in tandem with the Entertainment leadership team to achieve venue and team goals
• Other duties, as assigned.

MUST-HAVE SKILLS

• 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 be onsite 5 days a week, with an average of 9 hours per day over the course of the year. More may be required seasonally.
• Able to grasp, reach overhead, push, lift and carry up to 50 pounds.
• Ability to work well under pressure in a fast paced, ever changing work environment
• Excellent 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
• A positive, joyful, upbeat and energetic attitude – leading by example

OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE

• Minimum 1 years’ experience working as a manager of people in a high-volume entertainment, food & beverage, or high-volume retail business
• Relevant Education: B.S. in Hospitality Management, or other related degree
• Strong troubleshooting skills and ability to learn how things operate.
• 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.