Operations Manager

Description

Position Overview:

The Operations Manager at Generations AdventurePlex in Mishawaka, Indiana, is responsible for overseeing the daily operations of the front-of-house areas, ensuring exceptional customer service, and maintaining a smooth and efficient workflow. This role involves managing a team of staff, maintaining the ambiance of the establishment, and ensuring that all guest interactions are positive and memorable. The Operations Manager works closely with other department managers to uphold the business’s standards and achieve operational goals.

Key Responsibilities

• Customer Service Management:
• Ensure all guests receive a warm welcome and high-quality service throughout their experience.
• Manage the facility as opening and closing manager
• Facilitate leagues and team building activities to ensure optimal guest experience
• Address and resolve any customer complaints or concerns promptly and professionally.
• Monitor customer feedback and implement strategies to improve service quality.
• Staff Supervision and Training:
• Train and supervise front-of-house staff
• Conduct regular performance evaluations and provide constructive feedback.
• Oversee training programs to enhance staff skills and ensure adherence to company standards.
• Operations Management:
• Oversee daily operations, including opening and closing procedures, event scheduling, staff scheduling, and inventory management.
• Ensure compliance with health, safety, and sanitation standards.
• Oversee leagues and special programming.
• Oversee the kitchen and attractions maintenance to ensure smooth service flow and customer satisfaction.
• Manage the Game Room function, ensuring minimal disruption, adequate inventory and stocks of merchandisers,cranes and stores.
• Establish and Oversee Coffee Bar operations, sales and training
• Administrative Management:
• Assist in managing the front-of-house budget, including labor costs, supplies, and equipment.
• Assist with and oversee purchasing requests
• Implement cost control measures without compromising service quality.
• Optimize POS, Kitchen Inventory, Waivers and other software systems to improve efficiency and utilization for the operation
• Facilities Management:
• Maintain a clean, organized, and visually appealing front-of-house area.
• Ensure that all equipment, furniture, and fixtures are in good working order.
• Maintain maintenance Log and ensure timely repairs when needed
• Perform basic troubleshooting on games and attractions when needed
• Oversee the setup and execution of special events, promotions, and theme nights.
• Communication and Coordination:
• Foster effective communication between the front-of-house team and other departments, including kitchen and management.
• Attend and contribute to management meetings, providing updates on front-of-house operations and suggesting improvements.
• Ensure all staff are informed about daily specials, promotions, and any changes in policies or procedures.
• In-House Sales/Marketing:
• Develop and implement in-house promotions, upselling strategies, and loyalty programs to drive sales.
• Collaborate with the marketing team to execute campaigns and events that enhance customer engagement and increase foot traffic.
• Train staff on promotional offerings and sales techniques to maximize revenue opportunities.
• Monitor the effectiveness of marketing initiatives and provide feedback for future campaigns.
  
  

Requirements

Qualifications:

• Proven experience in a supervisory or management role in a restaurant, hospitality, or similar customer service environment.
• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Excellent customer service skills and a passion for creating a positive guest experience.
• Ability to work in a fast-paced environment, multitask, and remain calm under pressure.
• Strong organizational, communication, and problem-solving skills.
• Knowledge of health and safety regulations and best practices in the hospitality industry.
• Flexible schedule, including the ability to work evenings, weekends, and holidays as needed.
  
  

Preferred Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Experience with point-of-sale (POS) systems and inventory management software.
• Certification in food safety and sanitation.
  
  

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 25 pounds.
• Ability to work in a noisy, fast-paced environment.
  
  

Compensation

• Hourly Salary of $25 per hour
• Benefits package, including health insurance, paid time off, and employee discounts