General Manager — Guest Experience & Center Operations

Family Entertainment Group; Gurnee (IL); On-site; USD 65,000 - 75,000; Full time

Job summary

Family Entertainment Group (FEG) seeks a General Manager to drive location success across guest experience, operations, and financial performance.

The GM leads daily operations of games, attractions, F&B, and retail; builds a high‑performing team and partners with HR, facilities, and marketing to maximize guest satisfaction and revenue.

This role requires 3–5+ years of leadership in entertainment/retail, strong P&L sense, and willingness to work evenings, weekends, holidays, and travel.

Qualifications

• 3–5+ years of leadership experience in family entertainment, arcade, hospitality, theme park, or retail operations.
• Proven success managing multi-disciplinary teams in high-volume environments.
• Strong business acumen and comfort with P&L ownership, labor management, and operational analytics.
• Excellent communication, coaching, organizational, and problem-solving skills.
• Willingness to work evenings, weekends, holidays, and travel to other locations if required.

Responsibilities

• Lead daily operations across games, attractions, F&B, and retail per brand standards.
• Monitor game uptime, equipment functionality, and tech team performance.
• Maintain a clean, safe environment meeting OSHA/ADA and local codes.
• Analyze guest feedback and reviews to improve service and satisfaction.
• Oversee inventory, vendors, and preventive maintenance for reliability.
• Recruit, hire, and develop a high-performing team with coaching.

Skills

Leadership

Staff Development

Customer Experience

Operations Management

Communication

Problem Solving

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree preferred

Tools

POS systems

Inventory tools

Microsoft Office

Job description

Family Entertainment Group (FEG) seeks a General Manager to drive location success across guest experience, operations, and financial performance.

The GM leads daily operations of games, attractions, F&B, and retail; builds a high‑performing team and partners with HR, facilities, and marketing to maximize guest satisfaction and revenue.

This role requires 3–5+ years of leadership in entertainment/retail, strong P&L sense, and willingness to work evenings, weekends, holidays, and travel.