Escape Lounge General Manager

CAVU•Minneapolis, MN

1d•Onsite

About The Position

The Lounge General Manager is responsible for the successful day-to-day operation of an Escape Lounge in Minneapolis. Reporting to the Head of Operations, the role leads front-of-house and kitchen operations, delivering an exceptional guest experience while meeting service, financial, operational, safety, and compliance standards. The General Manager is accountable for financial performance, including EBITDA, margins, and cost-per-guest targets, as well as labor deployment, inventory, and stock control. This is a hands-on leadership role in a busy airport lounge serving departing passengers. The General Manager leads on the floor, manages guest feedback and complaint resolution, and identifies opportunities to improve admission conversion and beverage sales. The role also develops relationships with airport leadership, TSA, police, trade unions, suppliers, and other stakeholders. People leadership includes recruitment, onboarding, coaching, performance management, talent development, and succession planning. The General Manager ensures that airport, health and safety, food safety, and wider regulatory requirements are met, and fosters a culture in which safety and compliance are not compromised. The lounge operates 365 days a year over an extended trading day. Candidates must be able to obtain and maintain the required airport security clearance and remain physically active for extended periods.

Requirements

At least 3 years’ experience managing hourly employees in an operational environment at Assistant General Manager level.
Significant knowledge of retail or hospitality environments.
A proven track record in hospitality and delivering high-end guest service.
Experience leading high-volume catering teams, directly or through contracted providers.
Experience managing budgets, controlling costs, and driving profitability.
Strong understanding of hospitality P&Ls, margin management, labor deployment, inventory, and stock control.
Experience recruiting, onboarding, coaching, developing, and performance-managing teams, including employee relations.
Strong knowledge of food safety, food hygiene, allergen management, and operational risk management.
Experience maintaining brand standards and ensuring compliance with health, safety, and operational requirements.
Excellent communication and stakeholder-management skills, with the ability to build productive internal and external relationships.
A hands-on, solutions-focused approach and the ability to make effective decisions and lead confidently in a fast-paced environment.
Ability to obtain and maintain required airport security clearance.
Ability to remain physically active for extended periods.

Responsibilities

Oversee the successful day-to-day operation of an Escape Lounge.
Lead front-of-house and kitchen operations and deliver consistently high hospitality and service standards.
Manage financial performance, including EBITDA, margin, cost-per-guest targets, budgets, cost control, and profitability.
Manage labor deployment, inventory, and stock control.
Take ownership of guest feedback and resolve complaints.
Identify opportunities to increase admission conversion and beverage sales.
Build and maintain relationships with airport leadership, TSA, police, trade unions, suppliers, and other stakeholders.
Recruit, onboard, coach, and develop employees; manage performance, talent development, and succession planning.
Ensure airport, health and safety, food safety, and other regulatory requirements are met.
Lead on the floor and maintain brand standards in a fast-paced airport environment.