Rocket General Manager

Position Title

General Manager

Chief Operating Officer

Rocket City Family Fun Center Staff

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
• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.
• Performance
• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.
• Behavior
• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.
• Service
• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.
• Professionalism
• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.
• Attendance
• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.
• Communication
• Provides information others need to succeed, in time for them to use it.
• Ensures that all shifts are provided with the necessary information to facilitate their success.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all situations to Supervisor or Manager where Rocket City Property or equipment do not meet IMGR&C standards.
• Team Work
• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps all departments achieve success.
• Offers ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Takes all necessary actions to support the success of Rocket City and IMGR&C.
• Contributes ideas that support progress and success at shift, team and departmental meetings.
• Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:
• Oversee daily operations, including bowling lanes, arcade, food and beverage services, and special events.
• Ensure compliance with safety,…