General Manager

Job Description

As a General Manager (GM) you are responsible for all park operations including park safety and cleanliness, membership sales and park revenue, and providing an exceptional guest experience whether they’re enjoying a birthday party, the café, or attractions.

You’re excellent at leading by example and through your team by fostering a positive work environment, creating and communicating clear expectations, and upholding the highest Sky Zone standards.

Team Members & Customer Service

• Be a hands-on leader and role model able to support the team by executing any park position as needed.
• Develop Assistant General Managers and Team Leads to become excellent people leaders, operation experts, and business savvy. Oversee the training AGM’s and Team Leads provide to all park team members.
• Create a positive park culture by recognizing accomplishments and learning what motivates team members so we can be successful together.
• Own and oversee all phases of employment including hiring, training, and monitoring growth and progress. Additionally, a GM is responsible for any discipline and termination of team members as necessary.
• Be an effective park liaison through consistent communication across all departments and Franchise Partners.
• Provide memorable moments for our customers by being proactive, responsive, and engaged in their experience while they’re at the park.
• For any customer service issues that arise, it is expected that the General Manager will continue to provide an awesome experience through the listening, discussion, and resolution of issues and completing all necessary follow-up and documentation.
  
  

Revenue & Expense Management

• Be a strategic leader by managing park operations and expenses according to Profit & Loss (P&L) statements; Oversee purchases, inventory, and additional park costs, renegotiate terms when able and necessary.
• Drive the achievement of park revenue goals in the areas of membership sales, birthday parties, and special events.
• Work collaboratively with the marketing team to develop and/or coordinate park promotions and marketing strategies.
• Train employees of each department on how they contribute to park revenue goals.
• Develop Front Desk Agents to execute a successful sales process and learn effective sales strategies.
• We strive to be a positive staple of every community; work hard to develop and cultivate positive relationships within the local community.
• Get creative! We love supporting managers who think outside the box and enjoy executing on new ideas.
  
  

Facility Compliance & Safety

• Oversee and evaluate the efficiency and effectiveness of each department, implement processes accordingly.
• Ensure all team members are properly trained on appropriate safety precautions, responses, and reporting; make sure they are compliant with all company and OSHA safety requirements.
• Check and monitor park attractions and equipment daily to ensure everything is safe and fully operational. Complete related work orders, maintenance reports, or additional required documentation and close any attractions if necessary.
• Adjust staffing levels to meet safety demands.
• Complete inventory reports for facilities, parties, food & beverage, and vending.
  
  

KEY PERFORMANCE METRICS

The General Manager is responsible for driving the success of overall park business goals including (but not limited to) membership sales, birthdays and events, labor/payroll %, NPS, safety, compliance, and staffing