GM, Guest Experience & Center Operations

Family-Entertainment-Group; Gurnee (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Family Entertainment Group is seeking a General Manager for our Gurnee location. You will lead daily operations across games, F&B, and retail, ensuring peak guest satisfaction and brand standards.

This role drives revenue, oversees labor and maintenance, and partners with HR, facilities, marketing, and cross-functional teams. You will develop a high-performing team, coach leaders, manage schedules, and ensure compliance.

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 with comfort with P&L ownership, labor management, and operational analytics.
• Excellent communication, coaching, organization, and problem‑solving skills.
• Proficiency in scheduling systems, POS, inventory tools, Microsoft Office, and basic technical troubleshooting

Responsibilities

• Oversee daily operations of games, attractions, food & beverage, and retail across the location.
• Monitor game uptime, equipment functionality, and tech team performance.
• Maintain a clean, safe, and compliant environment (OSHA, ADA, local codes).
• Analyze guest feedback and reviews to elevate service quality.
• Lead labor planning, vendor management, and preventative maintenance schedules.

Skills

Leadership

P&L experience

Operational analytics

Communication

Scheduling systems

POS familiarity

Problem solving

Travel readiness

Education

High school diploma or equivalent

Associate’s or bachelor’s degree preferred

Tools

Microsoft Office

Scheduling software

POS systems

Inventory tools

Job description

Family Entertainment Group is seeking a General Manager for our Gurnee location. You will lead daily operations across games, F&B, and retail, ensuring peak guest satisfaction and brand standards.

This role drives revenue, oversees labor and maintenance, and partners with HR, facilities, marketing, and cross-functional teams. You will develop a high-performing team, coach leaders, manage schedules, and ensure compliance.