General Manager

Sky Zone; Lansing (MI); On-site; USD 72,000 - 82,000; Full time

Job summary

Sky Zone is seeking a General Manager to lead daily park operations in our Lansing, MI location, reporting to the District Manager. You will ensure park safety, cleanliness, membership sales, and an exceptional guest experience across birthday parties, café, and attractions.

You will lead by example, build and coach a capable team, manage hiring, training, and performance, and own KPIs, including revenue goals and guest satisfaction.

Qualifications

• 18 years of age or older and completed high school diploma or equivalent education.
• High school diploma or equivalent; Associates or Bachelor’s degree preferred.
• Minimum of 3 years of overall management experience in a high customer volume industry.
• At least 2 years of sales experience; membership sales preferred.
• Understand how to leverage P&L reports to set and manage business revenue goals.
• Demonstrated experience hitting or exceeding company KPI’s.
• Proficiency in MS Office Suite, Teams, and point of sale (POS) systems.
• Available to work nights, weekends, and holidays as needed.
• Results-driven, reliable, detail-oriented, and organized.
• Able to stand for long periods of time and lift a minimum of 20 pounds.

Responsibilities

• Be a hands‑on leader and role model able to support the team by executing any park position as needed.
• Develop Assistant General Managers and Team Leads to become excellent people leaders and operation experts.
• Oversee training and ensure applicable teams are providing to all park staff.
• Create a positive park culture by recognizing accomplishments and motivating the team.
• Own and oversee all employment phases including hiring, training, monitoring growth and performance.
• Be an effective park liaison through consistent communication across departments and the corporate team.
• Provide memorable moments for customers by being proactive, responsive, and engaged in their experience.
• Address customer service issues with listening, discussion, resolution, and follow-up documentation.
• Be a strategic leader by managing park operations and expenses according to P&L statements.

Skills

Management experience

Sales experience

KPI achievement

Technology proficiency

Leadership

Evening/weekend availability

Physical stamina

Education

High school diploma or equivalent

Associates or Bachelor’s degree preferred

Tools

MS Office Suite

Teams

POS systems

Job description

As a General Manager (GM) you work under the guidance of the District Manager and are responsible for all park operations including park safety and cleanliness, membership sales and park revenue, and providing an exceptional guest experience whether they’re enjoying a birthday party, the café, or attractions.

You’re excellent at leading by example and leading through your team by fostering a positive work environment, creating and communicating clear expectations, and upholding the highest Sky Zone standards.

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QUALIFICATIONS

• 18 years of age or older and completed high school diploma or equivalent education.
• Have completed your high school diploma or equivalent education; Associates or Bachelor’s degree preferred.
• Have a minimum of 3 years of overall management experience in a high customer volume industry (think entertainment, fitness, retail, restaurant, etc.).
• Have at least 2 years of sales experience; membership sales preferred.
• Understand how to leverage P&L reports to set and manage business revenue goals.
• Have demonstrated experience hitting or exceeding company KPI’s.
• Possess basic proficiency in technology such as MS Office Suite, Teams, and point of sale (POS) systems.
• Are available to work nights, weekends, and holidays as needed.
• Are results-driven, reliable, detail-oriented, and organized.
• Are able to stand for long periods of time and lift a minimum of 20 pounds.

PHYSICAL REQUIREMENTS

• Ability to both remain stationary and move around the park for long periods of time to accommodate guest, park, and safety needs and requirements.
• Ability to lift and/or move a minimum of 20 pounds.
• Ability to frequently communicate and interact with employees and customers in a busy and often loud indoor environment.

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RESPONSIBILITIES

Under the direction of the District Manager, the General Manager oversees daily park operations and 3 key areas that make our parks stand out:

Team Members & Customer Service

• Be a hands‑on leader and role model able to support the team by executing any park position as needed.
• Develop Assistant General Managers and Team Leads to become excellent people leaders, operation experts, and business savvy. Oversee the training AGM’s and Team Leads are providing to all park team members.
• Create a positive park culture by recognizing accomplishments and learning what motivates team members so we can be successful together.
• Own and oversee all phases of employment including hiring, training, monitoring growth and progress. Additionally, a GM is responsible for any discipline and termination of team members as necessary.
• Be an effective park liaison through consistent communication across all departments and our corporate team.
• Provide memorable moments for our customers by being proactive, responsive, and engaged in their experience while they’re at the park.
• Any customer service issues that arise, it is expected that the General Manager will continue to provide an awesome experience through the listening, discussion, and resolution of issues and completing all necessary follow up and documentation.

Revenue & Expense Management

• Be a strategic leader by managing park operations and expenses according to Profit & Loss (P&L) statements; Oversee purchases, inventory, and additional park costs, renegotiate terms when able and necessary.
• Drive the achievement of park revenue goals in the areas of membership sales, birthday parties, and special events.
• Work collaboratively with the marketing team to develop and/or coordinate park promotions and marketing strategies.
• Train employees of each department how they contribute to park revenue goals.
• Develop Front Desk Agents to execute a successful sales process and learn effective sales strategies.
• Ensure Front Desk, Party Hosts, and managers understand their key performance metrics (KPI’s).
• We strive to be a positive staple of every community; work hard to develop and cultivate positive relationships within the local community.
• Get creative! We love supporting managers that think outside the box and enjoy executing on new ideas.

Facility Compliance & Safety

• Oversee and evaluate the efficiency and effectiveness of each department, implement processes accordingly.
• Ensure all team members are properly trained on appropriate safety precautions, responses, and reporting; make sure they are compliant with all company and OSHA safety requirements.
• Check and monitor park attractions and equipment daily to ensure everything is safe and fully operational. Complete related work orders, maintenance reports, or additional required documentation and close any attractions if necessary.
• Adjust staffing levels to meet safety demands.
• Complete inventory reports for facilities, parties, food & beverage, and vending.

KEY PERFORMANCE METRICS

The General Manager is responsible for driving the success of overall park business goals including (but not limited to) membership sales, birthdays and events, labor/payroll %, NPS, safety, compliance, and staffing.

Compensation ranges from $72,000-$82,000 base pay + bonus opportunity and is based on qualifications, experience, and performance. Competitive benefits package includes medical, dental, and vision (401k eligibility based on age and tenure requirements).