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About the Role
Oversee multiple Family Entertainment Group (FEG) locations, ensuring exceptional guest service, operational excellence, and strong business performance. This role requires a hands-on, people-focused leader who excels in hospitality, team development, and driving results across multiple sites.
Responsibilities
- Lead operations across a defined geographic territory of Family Entertainment Centers, ensuring alignment with FEG brand standards and cultural expectations.
- Establish and reinforce best practices in guest service, operational execution, and facility excellence.
- Recruit, coach, and develop General Managers and site-level leadership.
- Use employee engagement data and field insights to improve culture, team morale, and retention across the territory.
- Recognize and reward high performers; support underperforming teams with coaching and accountability plans.
- Ensure daily excellence in staffing, scheduling, safety, cleanliness, and the functionality of all games and attractions.
- Conduct frequent site visits to inspect conditions, engage with team members, and model frontline leadership.
- Maintain a visible leadership presence and open lines of communication with your teams—both in-person and through digital check-ins.
- Responsible for the knowledge, management, and analysis of data related to equipment performance, payouts, and other key metrics within the locations assigned to a TOL.
- Manage labor as a controllable cost by using forecasting tools, weekly schedules, and traffic trends to staff appropriately.
- Monitor payroll weekly to ensure alignment with revenue expectations and budget targets.
- Coach General Managers to make proactive adjustments based on seasonality, performance, and business conditions.
- Own the P&L for your territory, analyzing revenue trends, expense controls, and profit opportunities.
- Develop and execute action plans to hit or exceed financial targets.
- Track and respond to KPIs across all locations, ensuring transparency, urgency, and continuous improvement.
- Champion a guest-first mindset at every location.
- Review guest feedback, mystery shop results, and site performance to raise the bar on service, safety, and cleanliness.
- Hold teams accountable for delivering the kind of experience that earns loyalty and repeat visits.
- Ensure all locations meet safety, health, licensing, and labor law requirements.
- Conduct site audits and support GM-led emergency preparedness efforts.
- Collaborate with executive leadership on new initiatives, marketing activations, and regional events that drive traffic and revenue.
- Share field intelligence and business trends to help shape operational strategy at the corporate level.
Requirements
- 5+ years of multi-unit management in retail, hospitality, entertainment, or attractions
- Proven track record of building and leading high-performing teams
- Strong financial acumen with direct experience managing labor, payroll, and full P&L responsibility
- Ability to interpret engagement data and take action to improve culture and performance
- Hands-on leadership style with strong presence in the field
- Excellent communicator, coach, and business operator
- Willing to travel frequently within assigned territory
Skills
- Multi-Unit Leadership
- Talent Development
- Operational Execution
- Labor Management
- Payroll Management
- Financial Stewardship
- Guest Experience
- Compliance
- Safety Management
- Strategic Partnership
Location
- Northern California
- Washington
- Hawaii
Work Type
- Full-time
Experience Level
- 5+ years of multi-unit management
About the Company
- At Family Entertainment Group (FEG), we bring families and friends together through fun, memorable experiences.
Equal Opportunity
- Family Entertainment Group is an equal opportunity employer.