Escape Lounge General Manager

CAVU Holdings (AMER) Inc.•Minneapolis, MN

2d•Onsite

About The Position

The Lounge General Manager is responsible for the successful day-to-day operation of an Escape Lounge at the Minneapolis airport. Reporting to the Head of Operations, the General Manager leads front-of-house and kitchen operations and is accountable for delivering an exceptional guest experience while meeting commercial, operational, people, financial, safety, and compliance standards. This highly visible, hands-on role oversees financial performance, including EBITDA, margin, and cost-per-guest targets, as well as labour deployment, inventory, and stock control. The General Manager owns guest feedback and complaint resolution, identifies opportunities to grow admission conversion and beverage sales, and maintains relationships with airport leadership, TSA, Police, Trade Unions, and suppliers. The role includes recruitment, onboarding, coaching, performance management, talent development, and succession planning. The General Manager is also responsible for maintaining airport, health and safety, food safety, and wider regulatory compliance. The lounge serves departing passengers in a fast-paced environment with a constant flow of guests, extended trading hours, and operations every day of the year. The role requires significant time leading on the floor and remaining physically active for extended periods. Candidates must be able to obtain and maintain required airport security clearance.

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, either directly employed or through contracted providers.
Commercial acumen and experience managing budgets, controlling costs, and driving profitability.
Strong understanding of hospitality P&Ls, margin management, labour deployment, inventory, and stock control.
Experience recruiting, onboarding, coaching, and developing teams, as well as hands-on performance management and employee relations experience.
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 the required airport security clearance.

Responsibilities

Lead the successful day-to-day operation of the Escape Lounge.
Oversee front-of-house and kitchen operations and deliver consistently high hospitality standards.
Drive guest experience, service, financial, operational, and people performance.
Manage financial performance, including EBITDA, margin, and cost-per-guest targets.
Oversee labour deployment, inventory, and stock control.
Own guest feedback and complaint resolution and identify opportunities to increase admission conversion and beverage sales.
Maintain productive 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.
Build a culture that prioritizes hospitality, safety, and compliance.