Job Description

Overview

Description

Family Entertainment Group (FEG), is a recognized industry leader in designing, developing, and operating world-class family entertainment centers and amusement experiences. With a commitment to innovation and guest satisfaction, FEG partners with top brands and venues to create memorable experiences for families and guests of all ages. The Company provides turnkey outsourced facility management and arcade operations services for resorts, hotels, casinos, and amusement parks. Additionally, the Company owns and operates standalone family entertainment centers under the In The Game, Max Action, and Bonkers brands. The Company operates nearly 90 locations throughout the U.S.

Position Summary

The General Manager (GM) is responsible for all aspects of location success from guest experience and operational execution to team leadership and financial performance. This role leads by example, inspiring a culture of fun, service, and accountability while ensuring optimal guest conditions, fully functioning games, and aligned execution of company purpose, values, and priorities.

Key Responsibilities

Operational Execution & Guest Experience

• 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.

Team Leadership & Culture

• Recruit, hire, train, and develop a high-performing team that reflects the companys 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.

Financial Management & Labor Optimization

• 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.

Communication, Alignment & Partner Collaboration

• 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.

On-Site Sales & Performance

• Drive ticket, combo, and upsell revenue through active floor engagement
• Train team members in effective product knowledge and sales communication
• Analyze daily/weekly sales data and adjust strategies to meet targets
• Develop promotional ideas, contests, and incentives to motivate sales
• Collaborate with marketing to enhance in-person offers and guest conversion

Requirements

• 35+ 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 required; associates or bachelors degree preferred
• Guest Obsession: a passion for creating amazing guest experiences
• Fun & Energy. Leads with positivity, playfulness, and passion

Core Leadership Competencies

• Learns & Adapts Takes initiative, solves problems, and drives improvement
• Energizes Others Connects people to purpose, values, and goals
• Accountable: Takes ownership of outcomes. Follows through and delivers results
• Develops Talent Builds strong teams and drives performance
• Executes with Excellence Executes with focus, detail, and consistency
• Resilience helps others stay focused and thrive through change

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