Venue General Manager - Natick, MA, United States - Level99

Description

Job Description

Job Description

POSITION OVERVIEW

The General Manager in Providence, RI plays an integral part in Level99's growth as we expand and launch our second venue. The role is responsible for the entire venue operation spanning over 40,000 square feet of entertainment, craft drinks and scratch kitchen. A successful candidate will dive in as the strategic business leader responsible for the overall venue success - inclusive and not limited to - being an exemplar of high customer service and best practices, managing of profitability and revenue generation, along with a genuine care for your team.

Qualified and enthusiastic candidates should submit a resume and cover letter (PDF preferred) to with the subject: "First Name Last Name – General Manager (Providence, RI)."

ABOUT US

Level99 is a first-of-its-kind entertainment experience, which opened its proof-of-concept venue in Natick, MA in June 2021. A massive World of Challenges, over 40,000 square feet in size, Level99 offers a physical open-world game environment where groups of 2-6 guests choose from over 50 rooms and experiences, each containing a unique physical or mental team challenge. Coupled with craft drinks and food in the Night Shift Beer Hall and an authentic craft dining experience in the Night Shift Tap Room & Kitchen, Level99 is an exciting new entertainment experience designed for young adults. More information is available at

A young, entrepreneurial company, Level99 has immediate plans to triple in size, opening two new locations in the next 18 months. Level99 is venture backed with 8-figure financing and has an amazing team that has worked on such successful entertainment projects as 5 Wits, Boda Borg, Escape Rooms, Blue Man Group, and Walt Disney Imagineering as well as restaurant concepts including CAVA, Trillium Brewing Company, Tatte Bakery & Café, and more. This position is an opportunity for an experienced and motivated individual to dive into a dynamic environment and experience a true growth company, where you can apply your skills in a fun and exciting setting that brings joy and entertainment to hundreds of thousands of people.

JOB DESCRIPTION

The Level99 team is seeking a General Manager for our upcoming Providence, RI location who will be responsible for managing daily venue operations and providing overall leadership in delivering outstanding guest experience and financial profitability. The role plays an integral part in Level99's growth as we expand our portfolio.

The General Manager will report directly to the company's CEO. They will be responsible for cultivating a team environment that provides exceptional customer experience while directing the management team (across food & beverage, entertainment operations, event operations, and maintenance) and ensuring all team members perform at a consistently high level. Our team is highly collaborative, working alongside teammates from multiple disciplines to produce optimal results.

This role has potential significant upward mobility as Level99 continues to grow and expand to new locations and geographies.

Responsibilities of this position will include:

• Lead, direct and manage all aspects of venue operations including, but not limited to strategic operations planning, leading service initiatives, directing and managing performance, implementing and complying with all company policies and standards, overseeing sales and marketing initiative execution, and developing the local leadership team.
• Support budgeting and forecasting as Level99 builds an operating system that can be scaled nationally.
• Ensure best-in-class customer experience and team member satisfaction.
• Monitor and develop team member performance, particularly the leadership team, to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward.
• Recruit, hire and train team members, overseeing the success and development of 100+ individuals at the venue.
• Oversee service quality, operational efficiency, guest satisfaction, standards compliance and service and financial measurements.
• Identify operational performance, productivity and efficiency gaps and implement measures to correct those deficiencies, and communicate learnings across the organization for consistency and best-in-class operations.
• Travel (as necessary) between venues and to the Support Center to enhance overall team collaboration, leverage learnings and best practices, and drive the overall success of Level99 Providence, RI.

While we don't expect a candidate to have deep experience in all of the above, we're looking for someone with the passion and capability to learn quickly in the areas that are new

YOU MIGHT BE A FIT ON THE LEVEL99 TEAM IF YOU...

• Like to laugh, would be described as a "low maintenance, low drama" person, have a tendency to have a bit of fun while you work
• Have a high tolerance for ambiguity, like to go fast, and are excited to learn in a creative environment
• Are just a little bit obsessive about getting the details right the first time
• Have a high energy personality, the kind of person who is typically smiling, and likes to "get it done now"

MUST-HAVE SKILLS

• Bachelor's Degree or above in a related field, or equivalent experience
• A minimum of 10 years of progressive growth in a hospitality-driven organization
• Deep knowledge of hospitality, entertainment, or restaurant operating systems including labor management, COGS reporting, reservation management, and more
• Strong guest-facing communication and service recovery skills
• Exceptional verbal, written, and interpersonal skills
• Requires strong computer skills and proficiency in Google Suite and/or Microsoft Office specifically Word, Excel, & PowerPoint
• Must possess outstanding organizational and administrative skills, coupled with excellent attention to detail
• Must have the ability to promote positive, fair, and ethical relations with all team members as an ambassador of the Level99 brand
• Compassionate, empathetic, humble, respectful, and kind – very high emotional intelligence
• A reliable car, current driver's license and safe driving record are required

OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE

• Knowledge of a second language, particularly Spanish or Portuguese, a plus

Qualified and enthusiastic candidates should submit a resume and cover letter (PDF preferred) to with the subject: "First Name Last Name – General Manager (Providence RI)." No calls please.

Available shifts and compensation: We have available shifts all days of the week. Compensation depends on your experience.

About Level99 Entertainment: At over 48,000 square feet, Level99 is the first-of-its-kind destination for challenge based entertainment, craft drinks and scratch kitchen. We challenge players and up to 5 friends to compete and collaborate both physically and mentally in over 40 different uniquely themed challenge rooms including the worlds of pirates, ninjas and the apocalypse just to name a few. Players are encouraged to work together to unlock additional rooms and rewards. If competition is more the players style then they can face off against others in our variety of arena-style competitions including the infamous Axe Run. In between challenges players can enjoy the dozens of locally produced art features while hydrating in the Night Shift Beer Hall with one of our craft drinks and shareable snacks. For a more authentic brewery dining experience guests can visit the Night Shift Tap Room & Kitchen for a beverage and expertly prepared dish from our scratch kitchen. We are currently seeking fun, smart, detailed and customer-oriented team members who are committed to bringing this concept to life in Natick, MA. Learn more about us at

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