Operations & Guest Experience Leader

Family Entertainment Group; Buford (GA); On-site; USD 57,000 - 65,000; Full time

Job summary

Family Entertainment Group is seeking a General Manager to oversee all aspects of location success, from guest experience to financial performance. This full-time role requires leadership across games, attractions, F&B, and retail, with accountability for P&L and labor optimization.

The GM will lead a high-performing team, drive engagement, ensure safety and compliance, and partner with cross-functional teams to deliver memorable guest experiences.

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

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.

Skills

Leadership

P&L ownership

Labor management

Operational analytics

Communication

Education

High school diploma or equivalent

Associate’s or bachelor’s degree preferred

Tools

Scheduling systems

POS

Inventory tools

Microsoft Office

Technical troubleshooting

Job description

Family Entertainment Group is seeking a General Manager to oversee all aspects of location success, from guest experience to financial performance. This full-time role requires leadership across games, attractions, F&B, and retail, with accountability for P&L and labor optimization.

The GM will lead a high-performing team, drive engagement, ensure safety and compliance, and partner with cross-functional teams to deliver memorable guest experiences.