Hospitality Manager

Hospitality Manager
Hopscotch

About Hopscotch

Hopscotch is an immersive and experiential brand that brings together local, national and international artists in collaborative environments to create distinctive shared experiences. We believe art can be a vessel to tell stories and illuminate important messages of the past, present, and future. We aim to elicit a sense of joy and wonder in the spaces we create; where our guests may playfully explore beyond their day to day and leave reality behind. Hopscotch strongly believes in cultivating lasting relationships and a synergy with our staff, artists and the local communities we are in. Our interactive art gallery, combined with our food, beverage and retail offerings make for a holistically unique guest experience.

Hopscotch is an equal opportunity employer that values diversity and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected class.

Job Summary

The Hospitality Manager is a leader of Hopscotch and manages the day-to-day execution of guest-facing initiatives and drives ticketing, food, beverage, retail and review goals. They will oversee marketing, public relations and events for their location and will report to the Director of Operations. The Hospitality Manager is responsible for consistently delivering results that contribute to the success of Hopscotch (VIP tours, guest contact email inbox, driving events, marketing and on-site guest interaction) and our Hopscotch Corporate vision. A successful candidate loves to work with people, demonstrates flexibility to support their team and is truly committed to helping staff achieve professional and organizational goals while working quickly, efficiently and enthusiastically in a high- volume, high paced environment.

The Hospitality Manager is responsible for driving forward corporate initiatives, increasing per person spend and helps to set the tone for the team, including leadership. The Hospitality Manager must have regular weekend availability and be excited to work in a creative and collaborative environment.

Job Responsibilities

• Represent the brand for your location, set the tone and raise the bar to be the example of how industry leading hospitality is given at Hopscotch.
• Work with the Operations Manager to ensure efficient and proper management of the floor while on site to ensure a safe, comfortable, unique and memorable experience for all staff and guests that meets rigorous company standards.
• Act as manager-on-duty when needed in the absence of the Operations Manager.
• Responsible for conducting monthly Hospitality Trainings for all newly hired staff.
• Responsible for owning and managing the contact email inbox and online reviews to ensure all guest feedback is responded to professionally and in a timely manner; handling guest inquiries, concerns, and complaints professionally and effectively.
• Responsible for executing all standing operating procedures as they relate to new food and beverage menu creation alongside the Senior Experience Manager and Leads.
• Continually help develop strategies and implementation plans to improve and standardize all aspects of the guest experience alongside the Senior Experience Manager.
• Empower as well as hold the team accountable to provide an exemplary level of guest service at all touch points of the operation.
• Work with the Retail Manager and Senior Experience Manager to create new add-on packages through our ticketing system to enhance the guest experience.
• Understand, maintain and implement standards, specifications, guidelines and training programs to staff across all departments for new marketing campaigns and adjust as necessary with company evolution.
• Oversee corporate approved signage across all departments to ensure all guest facing items are on brand and on the floor when expected.
• Responsible for initiating, driving and executing events and group bookings, big or small, to help meet monthly sales and events goals.
• Manages contracts for all event bookings.
• Execute on monthly events reporting set in partnership alongside ownership with an understanding of return on investment reporting (ROI).
• Work with corporate to develop sales strategies for group and event bookings as well as to increase per person spend.
• Actively seek collaboration opportunities with local influencers, media, and key community members. Coordinate their visits and provide high-level VIP tours.
• Attend local community meetings and events as a representative of Hopscotch to determine collaboration opportunities.
• Strategize on ways to elevate the brand through partnerships, staff volunteer opportunities, non-profit sponsorships and donations alongside the Senior Experience Manager.
• Collaborate with the Senior Experience Manager on marketing, social media and PR initiatives to drive business growth.
• Control payments and other receipts by adhering to payment handling and reconciliation procedures in accordance with accounting policies and procedures.
• Communicates any outstanding cleanliness, building, or maintenance needs to the Facilities Manager.
• Available for work related travel for on site location visits as needed.

Compensation

• Pay: Competitive
• Health insurance with Blue Cross Blue Shield
• Three weeks (15 days 3 Flex) PTO
• Complimentary guest (family and friends) tickets
• Employee discounts
• Complimentary onsite parking

Who You Are

• Thrive in a high-trafficked, fast-paced environment.
• Prior Manager / Events Manager / Director role
• 2 years of experience in a manager role, preferably with events & partnerships, large teams or departmental leadership
• Flexible and open scheduling availability with the ability to work evenings, holidays and weekends as required.
• Excellent IT Skills

Language:

• English (Required)
• Spanish (Preferred but not Mandatory)

Job Type: Full-time

Benefits:

• Health insurance
• Paid time off

Shift:

• 8 hour shift
• Day shift
• Evening shift

Work Location: In person