General Manager, Trampoline Park, Bowling, Restaurant, Arcade

Title: GENERAL MANAGER

Reports to: OWNER

Company Profile: Launch Trampoline Park is an innovative leader in the family entertainment

industry. Launch is more than a trampoline park bringing new and exciting attractions to our

locations, focusing on guest experience and promoting a positive, forward-thinking company

culture.

Position Profile:

The General Manager provides leadership, motivation, sound decision making tactics and

direction in regards to both strategic initiatives and overall operational standards to positively

impact business results.

Job Duties & Responsibilities:

Human Resources- Hire, Train, & Develop Team

● Leads and influences management staff through effective motivation, leveraging

individual strengths to ensure exemplary customer satisfaction and maximum staff

productivity.

● Promotes positive employee relations including effective delegation of managerial

duties, fostering high staff morale, upholding operational & brand standards, and

execution of the employee performance reviews

● Promotes an environment of open communication utilizing weekly managerial meetings

and monthly staff meetings as a pathway to discussing issues, developing improvement

plans and highlighting the positive achievements as a whole and individual staff

members.

● Cultivates a strategic team environment that provides exceptional customer service

while directing the management team and ensuring all staff members perform at a

consistently high level.

● Fosters a positive environment conducive to running regularly scheduled auditions to

keep staffing at a balanced level at all times.

● Ensures execution of staff training programs.

● Maintains staffing levels and management coverage appropriately to meet the needs of

the business and maximize the customer experience.

● Ensuring that all staff disciplinary issues are handled in a timely, effective and efficient

manner, resulting in warnings or termination if needed.

Guest Service- Maintain Excellent Customer Relations

● Deliver the highest standard of customer service keeping in line with brand & operational

standards.

● Resolving customer complaints in an efficient & timely manner ensuring the customer

walks away with a positive outlook on the situation.

● Continually develops & implements ideas to positively improve guest experience & park

operations.

Administrative Duties-

● Utilizing company tools, develop manager & staff schedule ensuring that it is available to

employees two weeks in advance at all times

● Utilizing company tools, ensure building schedule is produced three months out at all

times and available to customers

● Schedule labor as required by anticipated business activity while ensuring that all

positions are staffed when and as needed and labor cost objectives are met.

● Ensure all staff required paperwork is completed & filed appropriately

● Maintains up to date logs of all safety inspections, customer incidents and donation

requests ensuring each is logged timely and completely.

● Maintain and update all POS

● Oversee all office functions & staff, ensuring all guests communications are responded

to timely, thoroughly while upholding policy and brand standards.

● Develop & review quarterly managerial objectives, ensuring the management team has

“buy in” for each objective set and holding them accountable during each review.

● Develop sales objectives yearly for the building.

● Continually review and track P&L, utilize flex & flow strategize to insure house profits.

● Respond timely to online customer reviews on all social platforms, ensuring their

concerns are addressed appropriately and there is a positive solution for the guest.

Operational Duties-

● Run MOD shifts as needed per managerial schedule

● Master Point of Sale System

● Ensure that all food and products are consistently prepared and served according to the

facility’s recipes, portioning, cooking and serving standards.

● Ensure that all equipment is kept clean and kept in excellent working condition through

personal inspection and by following the facility’s preventative maintenance programs.

● Fully understand and comply with all federal, state, county and municipal regulations that

pertain to health, safety and labor requirements of the facility, employees and guests.

● Maintain and apply for all licenses, certification or other regulatory requirements.

● Adhere to cash handling and reconciliation procedures in accordance with facility

policies and procedures.

● Develop & maintain excellent vendor relations, continually meeting with all partners to

ensure the facility remains relevant with top rated products that are cost efficient to

sustaining a profitable business.

● Ensure weekly inventory procedures are followed and documented.

● Ensure that all technology within the facility is functioning properly and displaying context

in line with brand standards.

Sales & Marketing Duties-

● Act as a community ambassador, creating goodwill toward the brand.

● Ensuring that all marketing sales goals / objectives are met.

● Oversee events team calendar ensuring they are promoting the goodwill of the brand

while in the community

● Oversee all donation requests, ensuring they are responded to timely and appropriately

within set brand guidelines and budget restraints.

● Ensure Joey is out and about in the building / attending parties / group events /

fundraisers and in the community engaged with guests at all times and keeping in line

with brand standards.

Qualifications-

● Education: Bachelor’s degree and or 4 years minimum high volume family entertainment

facility

● Ability to maintain and project professionalism, internally and externally, at all times

● Previous experience as a manager in a Guest-facing environment

● Experience with team scheduling

● Proven ability to prepare and manage a budget

● Proven ability to motivate a team and drive culture to create results

● Previous sales and marketing experience

● Previous cash-handling experience is required

● Ability to solve problems under pressure while maintaining a fun, friendly environment

● Ability to balance supervision of Team Members while engaging with them to create a

culture of family and fun at work

● Safe Serve certificate a plus, must be willing to certify.

• ● Must be able to work in a standing position for long periods of time (up to 8+ hours).