General Manager, Houston

Meow Wolf•Houston, TX

About The Position

The General Manager (GM) is responsible for overseeing the day-to-day operations of a Meow Wolf exhibition, ensuring we deliver each day with excellence - while staying true to Meow Wolf’s purpose, vision, and values. This role focuses on operational excellence managing all aspects of the facility, including food and beverage and retail, guest service, safety, and staff leadership. The GM will drive operational efficiency, lead a diverse team, and create an environment where creativity, playfulness, and authentic compassion are celebrated, all while maintaining high standards of service and safety.

Requirements

10+ years of proven experience in a leadership role within a fast-paced, customer-focused environment (e.g., hospitality, entertainment, or retail).
Strong track record of leading, developing, and motivating teams to achieve performance goals.
Solid experience in overseeing the daily operations of a complex facility, including guest services, food & beverage, retail, and safety.
Experience managing guest service teams, with a focus on delivering superior guest experiences and resolving issues effectively.
Strong understanding of customer satisfaction metrics and a commitment to continuous improvement based on guest feedback.
Strong financial management skills, including forecasting, budgeting, and expense control.
Ability to analyze business performance and take corrective actions to meet profitability and operational goals.
Knowledge of health and safety regulations and ability to ensure compliance within a public-facing business environment.
Exceptional communication skills, both written and verbal, with the ability to build relationships with diverse teams and stakeholders.
Ability to obtain required licenses and certifications for your location

Responsibilities

Manage and oversee the day-to-day operations of the location, including ticketing, retail, food & beverage, facilities and exhibition, and safety and security.
Ensure all departments are running efficiently and effectively to provide a consistent, high-quality experience for guests.
Lead, coach, and develop a high-performing team of managers, holding them accountable to consistently meet and exceed organizational standards.
Provide ongoing training, constructive performance feedback, and clear growth opportunities to drive individual and team success.
Foster a culture of teamwork, excellence, high morale, and accountability, ensuring that all staff contribute to achieving exceptional results and upholding the company’s values and goals.
Ensure an exceptional guest experience by maintaining a guest-first mindset.
Address and resolve guest concerns or complaints promptly.
Monitor and improve guest satisfaction through real-time feedback and operational adjustments.
Forecast and control sales and expenses.
Hold direct reports accountable for budgets and spending.
Review business reports frequently to ensure profitability and take corrective actions as necessary.
Ensure that the location operates in full compliance with safety regulations, and actively promote a culture of safety for guests and staff.
Optimize staffing, scheduling, and resource management to maintain smooth operations.
Regularly assess and improve operational processes to maximize efficiency and cost-effectiveness.
Oversee the maintenance and cleanliness of the entire location, ensuring that all equipment and facilities are in top working order.
Coordinate with facility management teams to address any issues that arise promptly.