Head of Location Operations & Guest Experience

Family Entertainment Group; Washington (District of Columbia); On-site; USD 95,000 - 160,000; Full time

Job summary

Family Entertainment Group in Washington, DC seeks a General Manager to lead a busy entertainment location, delivering exceptional guest experiences and driving financial performance. You will oversee games, food & beverage, retail, and maintenance, while coaching a diverse team to uphold brand standards.

You will manage daily operations, labor, safety compliance, and partnerships with external venue hosts, ensuring memorable experiences across all guest touchpoints.

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.
• Proficiency in scheduling systems, POS, inventory tools, Microsoft Office, and basic technical troubleshooting.
• Willingness to work evenings, weekends, holidays, and travel to other locations if required.
• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Guest Obsession: a passion for creating amazing guest experiences.
• Fun & Energy: leads with positivity, playfulness, and passion.

Responsibilities

• Lead daily operations across games, attractions, food & beverage, and retail, ensuring smooth execution and alignment with brand standards.
• Champion Optimal Player Conditions by proactively monitoring game uptime, equipment functionality, and tech team performance.
• Maintain a clean, safe, organized environment that meets or exceeds company expectations and regulatory requirements (OSHA, ADA, local codes).
• Analyze guest feedback, online reviews, and mystery shop results to continuously elevate service delivery and satisfaction.
• Oversee inventory, vendor performance, and preventative maintenance routines to ensure product and equipment reliability.
• Recruit, hire, train, and develop a high-performing team that reflects the company’s purpose, values, and performance standards.
• Conduct performance evaluations, deliver ongoing coaching, and manage disciplinary processes in alignment with HR practices.
• Foster a positive, team-oriented culture where recognition, communication, and accountability are part of everyday leadership.
• Lead weekly leadership team meetings, daily huddles, and regular 1:1s to reinforce goals, share updates, and build team engagement.
• Serve as a hands‑on leader who models frontline excellence and inspires others to create memorable guest experiences.
• Own the full location P&L, including revenue, labor, COGS, and controllable expenses.
• Use labor forecasting tools, business volume trends, and weekly payroll data to optimize schedules and manage costs.
• Conduct financial and performance analysis to identify business opportunities and implement action plans for continuous improvement.
• Maintain accurate documentation of schedules, labor records, compliance audits, and operational performance.
• Support local marketing activations, community partnerships, and event sales to drive foot traffic and revenue.
• Cascade company priorities, purpose, and weekly goals to team members through structured communication channels.
• Partner with cross-functional teams (HR, Tech, Facilities, Marketing) to address site needs and elevate the overall experience.
• Collaborate with venue hosts and partners (e.g., Great Wolf, Kalahari) to align guest services and uphold brand excellence.
• Participate in district-level meetings, share insights with peers, and contribute to broader regional initiatives.
• Ensure all documentation, reports, and compliance requirements are submitted accurately and on time.

Skills

Leadership

P&L ownership

Team leadership

Communication

Scheduling systems

POS

Inventory tools

Microsoft Office

Problem solving

Education

High school diploma

Associate or Bachelor’s degree preferred

Tools

POS

Inventory tools

Microsoft Office

Job description

Family Entertainment Group in Washington, DC seeks a General Manager to lead a busy entertainment location, delivering exceptional guest experiences and driving financial performance. You will oversee games, food & beverage, retail, and maintenance, while coaching a diverse team to uphold brand standards.

You will manage daily operations, labor, safety compliance, and partnerships with external venue hosts, ensuring memorable experiences across all guest touchpoints.