What are the responsibilities and job description for the General Manager position at TOCA Social?
TOCA Social is the world's first dining and entertainment experience with a soccer twist, and it’s set to change the game! We are ready for global growth with venues already operating in The O2, London, and The Bullring, Birmingham (UK). Our next venues open in London, Mexico, and Dallas in 2025!
At TOCA Social, Everybody Plays! Soccer knowledge is not required, so if you thrive in an energetic and fun environment, you’ll quickly fall in love with our concept!
Job Overview
At TOCA Social, we see a direct link between the quality of our guest experience and the happiness of our teammates, meaning our teammates are at the center of everything we do! This role is responsible for bringing together multiple elements of our guests' journey to deliver memorable experiences! The ideal candidate will have previous experience in competitive socializing or hospitality venues and the ability to lead with a people-first approach, that aligns with our Team Philosophy.
Location: TOCA Social, Grandscape, Dallas, Texas
Reports to: Senior Operations Manager
Location: TOCA Social, Grandscape, Dallas, Texas
Reports to: Senior Operations Manager
Role Scope & Responsibilities:
Some of your responsibilities will include:
- Recruit, coach, and develop a strong team of approximately 75 teammates
- Working closely with your venue leaders and the People Team on people initiatives; ensuring teammate morale, engagement, and culture is at the forefront of your decision-making
- Ability to lead a diverse and dynamic team to anticipate and exceed the needs of our Guests
- Work closely with our Global Talent & Development Partner to coach and develop Teammates to reach their full potential and growth within TOCA Social
- Deliver on business KPIs by driving revenue and managing cost with an ‘Own It’ philosophy at the core
- Exceptional ability to communicate fast-changing operational needs, while bringing people with you
- Fostering strong relationships with all teammates, support team and guests
- Ability to resolve service issues with grace and empathy, focus on always finding the best outcome for our guests
- Provide a safe and high-quality working environment for our teammates and our 300,000 annual guests
- Growing teammate engagement within your venue and connecting with other venues
- Ensuring guests receive outstanding service quality and hospitality standards to exceed guest experiences
- Being the ‘go-to’ for teammate support whenever on shift
- Managing Teammates with excellent communication skills (written & verbal) and embracing Teammate and guest differences
- Creating a ‘Greatest Of All Time’ team culture and empowering Teammates to surpass Guest expectations
- Working with leaders to ensure accurate scheduling of Teammate while anticipating seasonal labor changes
- Leading from the front to create a best in class Guest experience and supporting Teammates in following consistent Steps of Service. Willing to roll up their sleeves and support all departments when needed
- Ensuring training and compliance within health and safety and food and drink guidelines including Food Safety and Allergy Process
- Having a presence on the venue floor, being visible for guests and teammates at all times, ready to step in whenever needed while having a warm and friendly disposition
- Completing preventative maintenance checks, including daily walk-throughs to inspect and escalate improvements
- Ability to resolve issues with grace and empathy, focus on always finding the best outcome for all guest
Qualifications & Experience:
- 5 years of experience at General Manager level in the hospitality or entertainment industry
- A proven track record of leading and managing a large, high-performing team, including a leadership team.
- Demonstrated ability to deliver against key KPIs, including revenue, profitability, guest satisfaction, and operational efficiency.
- TABC (Texas Alcoholic Beverage Commission) Certification – Required
- Food Handler Certification (Texas Department of State Health Services) – Required
- ServSafe Food Protection Manager Certification – Preferred but not essential
- First Aid & CPR Certification – Preferred but not essential
- Fire Safety Training – Preferred but not essential
- WSET Level 2 (Wine & Spirits Education Trust) – Preferred but not essential
