Rocket General Manager

Overview

The General Manager is responsible for overseeing all aspects of the Rocket City Family Fun Center operations, ensuring exceptional customer experience, and achieving business goals. This role involves managing staff, maintaining the facility, and driving profitability while providing customers and employees with outstanding service through friendly, quick, efficient, accurate, and safe assistance.

• Ability to explain and demonstrate Hospitality Behaviors and Performance Standards, and to understand where to obtain information needed to complete tasks to standard.
• Explain or demonstrate technical skills used to complete tasks to standard.
• Explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Take ownership of problems and resolve them when solutions may not be readily available.
• Know how to request help from others to complete tasks or reach goals.
• Have complete knowledge of IMGR&C products and services and provide guests with directions or venue information; act promptly, professionally, and friendly on comments/complaints.
• Performance – Ensure performance meets expected end results and standards in Key Responsibilities and in technical/operational SOPs and task lists.
• Respond to obstacles and find new ways to reach desired end results; in absence of guidance, take charge to respond to guest or internal customer needs.
• Adapt quickly to change and apply skills to succeed; support achievement of Quality Goal: “Do it right the first time.”
• Protect and preserve IMGR&C property; keep all areas, equipment and furnishings neat, clean, and in good repair.
• Make suggestions to improve performance.
• Behavior – IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills) are met; approach all activities with enthusiasm and encourage enthusiasm from others.
• Maintain a positive approach in all situations; respect individuality of others and communicate to work together; speak positively about guests, team members, and the business in all situations on and off property.
• Treat others with respect in all situations.
• Service – Serve others, identify and communicate needs of guests and others, take quick action to meet or exceed needs, identify ways to improve service, and take ownership of guest problems until solved.
• Provide service beyond job responsibilities if needed to help the resort succeed.

Manages and directs the team in accordance with the resort's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; performance reviews; rewarding and disciplining employees; addressing issues and resolving conflicts.

• Meets IMGR&C Values reflected by Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others; treats others with respect in all situations; collaborates with team members to achieve event goals.
• A Bachelor's degree in Business Administration, Hospitality Management, or a related field is preferred. However, 3–5 years of relevant experience in bowling, entertainment, or hospitality may be considered in lieu of a degree.
• Customer service experience in a similar environment with strong verbal communication and a positive attitude.
• Strong leadership and interpersonal skills; experience in retail/restaurant or customer service; management experience in bowling or game center is desirable.
• Ability to lead by example.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing duties, the team member is frequently required to stand, walk, use hands, fingers, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl; may need to use handheld communications devices. The team member must occasionally lift and/or move up to 50 pounds and may need to stand for several hours.

The work environment is loud; exposure to second-hand smoke may occur; potential exposure to biohazardous fluids; possible exposure to hostile environments with guests and high stress situations.

Qualifications

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.