Operations Manager

Description

Family Entertainment Group (FEG) is a recognized industry leader in designing, developing, and operating world-class family entertainment centers and amusement experiences. FEG partners with top brands and venues to create memorable experiences for families and guests of all ages, providing turnkey outsourced facility management and arcade operations services for resorts, hotels, casinos, and amusement parks. The Company operates well over 100 family entertainment locations throughout the U.S.

POSITION SUMMARY

The Operations Manager is responsible for leading the day-to-day operations of the location and ensuring a high-quality experience for both guests and team members. Working closely with the General Manager, this role oversees team performance, guest service, labor, inventory and redemption operations, facility standards, and overall operational execution. The Operations Manager is a hands-on leader who develops team members, drives accountability, and ensures the location operates safely, efficiently, and profitably.

KEY RESPONSIBILITIES

Leadership & Team Development

• Lead, coach, and develop team members to maintain high standards of service, performance, efficiency, and professionalism.
• Provide ongoing feedback, recognition, coaching, and corrective action as needed to support growth and accountability.
• Support recruiting, onboarding, training, performance management, and development of location employees.
• Build a positive, collaborative team culture that reflects FEG's values and creates opportunities for internal growth.

Operational Excellence & Guest Experience

• Oversee daily location operations and ensure the business is clean, organized, safe, fully operational, and guest-ready.
• Maintain a strong floor presence, supervise shifts, assign priorities, and ensure daily responsibilities are completed on time and to standard.
• Resolve guest concerns and escalations promptly and professionally while identifying opportunities to improve the overall guest experience.
• Ensure company policies, operating procedures, safety requirements, cash-handling standards, and asset controls are consistently followed.

Labor, Financial & Business Performance

• Partner with the General Manager on scheduling and labor planning to align staffing with business needs and financial goals.
• Monitor operational results and key performance metrics to identify opportunities to improve efficiency, service, and profitability.
• Manage controllable expenses within assigned areas and make sound operational decisions with financial impact in mind.
• Support location promotions, special events, and other initiatives that drive guest engagement and overall business performance.

Merchandise & Inventory

• Oversee redemption and merchandise operations, including ordering, receiving, stocking, presentation, and inventory controls.
• Ensure redemption areas and merchandise displays are clean, organized, appropriately stocked, and aligned with company standards.
• Monitor inventory levels and product performance to reduce shortages, control costs, and support profitability.
• Participate in and oversee required inventories and ensure accurate inventory practices are maintained.

Games, Equipment & Facility Standards

• Ensure games, attractions, and equipment remain safe, clean, operational, and maintained to company standards.
• Monitor equipment uptime and ensure technical issues are identified, communicated, and addressed promptly.
• Coordinate with technical team members or other support resources when repairs or specialized technical assistance are required.
• Ensure preventive maintenance expectations are followed and escalate significant or recurring equipment and facility issues appropriately.

Requirements

• 3+ years of leadership or management experience, preferably within entertainment, hospitality, retail, attractions, or another high-volume guest-facing environment.
• A demonstrated ability to lead and develop teams, drive accountability, and deliver strong operational results.
• Strong business acumen with experience managing labor, inventory, expenses, and day-to-day operational performance.
• Strong communication, organization, problem-solving, and conflict-resolution skills.
• The ability to balance multiple priorities and make effective decisions in a fast-paced, hands-on operating environment.
• A passion for creating exceptional guest experiences and building a positive, high-performing team.
• Basic mechanical or technical aptitude is beneficial; hands-on technician experience is not required.

CORE LEADERSHIP COMPETENCIES (LEADER)

• Learns & Adapts — Takes initiative, solves problems, and drives improvement.
• Energizes Others — Connects people to purpose, values, and goals.
• Accountable — Takes ownership of outcomes; follows through and delivers results.
• Develops Talent — Builds strong teams and drives performance.
• Executes With Excellence — Executes with focus, detail, and consistency.
• Resilient — Helps others stay focused and thrive through change.