LAUNCH FAMILY ENTERTAINMENT
General Manager
Manchester, New Hampshire | Reports to: Owner
Lead Launch Family Entertainment in Manchester, NH, with accountability for revenue growth, parks performance, team development and the guest experience. Oversee attractions, parties and events, food and beverage, and facility operations while delivering financial results and maintaining safety and brand standards.
Key responsibilities
- Own the operating budget and profit and loss performance. Review results with ownership, forecast demand, and act on revenue, labor, inventory and expense variances.
- Recruit, train and develop managers and team members. Set expectations, conduct performance reviews, address employee concerns and build a respectful, accountable workplace.
- Plan staffing for projected attendance and events. Publish team schedules two weeks ahead and maintain a rolling three-month park operating calendar.
- Lead daily operations and manager-on-duty shifts. Keep attractions, party spaces, food service and guest areas clean, organized and ready for business.
- Own the development, implementation and maintenance of park policies and standard operating procedures for every attraction and department, covering guest rules, staffing, opening and closing, inspections, maintenance and emergency response. Align procedures with Launch standards, manufacturer instructions and applicable requirements.
- Maintain an accessible operating manual with required approvals. Review procedures quarterly and when operational changes or incident findings require updates. Train affected staff, verify understanding, audit adherence and correct gaps; direct the AGM to enforce procedures during assigned shifts.
- Oversee safety inspections, incident response, preventive maintenance and required records. Address hazards promptly and keep unsafe equipment or attractions out of service.
- Maintain required licenses and certifications and oversee compliance with applicable health, safety, employment and alcohol-service requirements.
- Resolve escalated guest concerns and online reviews promptly. Use feedback to improve service, staff training and repeat visits.
- Partner with the Sales and Marketing Manager to grow attendance, party bookings, group events and guest spending through local promotions and community relationships.
- Manage vendor relationships, purchasing, weekly inventory, cash reconciliation and park systems. Keep pricing, booking information, guest communications accurate and general operational support during staffing shortages.
- Set quarterly management objectives, review progress in regular team meetings and complete other related duties assigned by ownership for management and functioning of the park.
Qualifications
- Bachelor's degree or at least four years of experience in a pre-opening, grand-opening or rapid-growth high-volume family entertainment facility; restaurant or attraction business strongly preferred
- Prior management experience in a guest-facing business required.
- Demonstrated ability to lead teams, prepare budgets, manage schedules and cash, control costs and achieve sales goals.
- Sound judgment under pressure, strong communication skills and a professional, hands-on leadership approach.
- Proficiency with point-of-sale, booking and scheduling systems and Microsoft Office; willingness to obtain applicable food-safety certification.
Schedule and work environment
On-site role with availability for evenings, weekends and holidays. Work includes prolonged standing and walking, reaching, bending and lifting up to 50 pounds, with or without reasonable accommodation
Note: This role offers a base salary with an annual performance bonus of up to 10% of base
