Operations Leader, Guest Experience & Team Growth

Family Entertainment Group; Woodford (VA); On-site; USD 41,000 - 50,000; Full time

Job summary

Family Entertainment Group in Virginia is seeking an Operations Manager to lead day-to-day operations of the location, ensuring a high-quality experience for guests and team members. This hands-on leader will work with the General Manager to drive safety, efficiency, and profitability.

Responsibilities include staffing, training, labor planning, inventory, merchandise, games and equipment maintenance, and delivering exceptional guest service.

Qualifications

• 3+ years of leadership or management experience in high-volume guest-facing environments.
• Proven ability to lead and develop teams, drive accountability, and deliver operational results.
• Strong business acumen with experience managing labor, inventory, expenses, and day-to-day performance.
• Excellent communication, organization, problem-solving, and conflict-resolution skills.
• Ability to balance multiple priorities in a fast-paced, hands-on setting.
• Passion for creating exceptional guest experiences and building a high-performing team.
• Basic mechanical or technical aptitude is beneficial; hands-on technician experience is not required.

Responsibilities

• Lead, coach, and develop team members to maintain high standards of service, performance, efficiency, and professionalism.
• Provide ongoing feedback, recognition, coaching, and corrective action to support growth and accountability.
• Support recruiting, onboarding, training, performance management, and development of location employees.
• Build a positive, collaborative team culture that reflects FEG's values and creates opportunities for internal growth.
• Oversee daily location operations and ensure the business is clean, organized, safe, fully operational, and guest-ready.
• Maintain a strong floor presence, supervise shifts, assign priorities, and ensure daily responsibilities are completed on time and to standard.
• Resolve guest concerns and escalations promptly and professionally while identifying opportunities to improve the overall guest experience.
• Ensure company policies, operating procedures, safety requirements, cash-handling standards, and asset controls are consistently followed.
• Partner with the General Manager on scheduling and labor planning to align staffing with business needs and financial goals.
• Monitor operational results and key performance metrics to identify opportunities to improve efficiency, service, and profitability.
• Manage controllable expenses within assigned areas and make sound operational decisions with financial impact in mind.
• Support location promotions, special events, and other initiatives that drive guest engagement and overall business performance.
• Oversee redemption and merchandise operations, including ordering, receiving, stocking, presentation, and inventory controls.
• Ensure redemption areas and merchandise displays are clean, organized, appropriately stocked, and aligned with company standards.
• Monitor inventory levels and product performance to reduce shortages, control costs, and support profitability.
• Participate in and oversee required inventories and ensure accurate inventory practices are maintained.
• Ensure games, attractions, and equipment remain safe, clean, operational, and maintained to company standards.
• Monitor equipment uptime and ensure technical issues are identified, communicated, and addressed promptly.
• Coordinate with technical team members or other support resources when repairs or specialized technical assistance are required.
• Ensure preventive maintenance expectations are followed and escalate significant or recurring equipment and facility issues appropriately.

Skills

Leadership

Team development

Customer service

Communication

Problem solving

Conflict resolution

Job description

Family Entertainment Group in Virginia is seeking an Operations Manager to lead day-to-day operations of the location, ensuring a high-quality experience for guests and team members. This hands-on leader will work with the General Manager to drive safety, efficiency, and profitability.

Responsibilities include staffing, training, labor planning, inventory, merchandise, games and equipment maintenance, and delivering exceptional guest service.