The Operations Manager is responsible for creating an in-center environment that exemplifies exceptional customer service and inspires staff members to reach beyond their best. As the center’s second-in-command, the Operations Manager (OM) provides leadership and vision to his/her reports and other center staff, aiding the General Manager in all center operations and floor management duties, and assuming responsibility for the center in the GM’s absence.
The OM works closely with the General Manager in order to achieve the center’s financial objectives, developing and monitoring the performance of operational plans and budgets and creating sales/marketing plans that support the overall objectives of the company. The OM helps control costs in all operations-related areas (including labor) and isn’t afraid to make changes when necessary. As such, the OM has a knack for balancing the needs of multiple departments, conducting regular meetings with the management team in order to review performance and offering direction, motivation, and guidance that is focused on achieving the company’s goals. The OM also reviews weekly/monthly P&L statements and works with the management team to develop action plans that grow revenue and control costs—all while meeting her/his center’s annual budget.
OMs manage the day-to-day of their respective facilities by scheduling, planning, and organizing work, clearly communicating goals, and ensuring that all staff are familiar (and in compliance with) the appropriate standards and procedures. With the General Manager, the OM helps hire, train, and support center staff, supervising and directing the regular training of all staff in areas such as F&B operations, guest service, and loss prevention. The OM also ensures that our guest service model is being followed faithfully, resolving guest complaints to ensure total guest satisfaction.
What are we looking for in a standout OM? All of the above—plus a bachelor’s degree (or its equivalent) and 2-3 years of progressive management experience with staff supervision. Experience in a high volume retail, entertainment, hospitality, or restaurant venue is especially desirable, as is a thorough knowledge of POS register systems. Sound like you? Then apply now and get the ball rolling!