General Manager- Harry Potter: The Exhibition

Imagine•Quinte West, ON

9d•Onsite

About The Position

The General Manager leads all aspects of daily operations at the exhibition, ensuring the delivery of exceptional guest experiences while driving revenue through ticketing, retail, and ancillary sales. This role is responsible for the oversight of both front-of-house guest operations and retail functions.

Requirements

Proven experience in managing high-traffic entertainment or cultural venues.
Demonstrated ability to lead and motivate teams to exceed service and sales goals.
Experience in retail operations, including inventory control, POS systems, visual merchandising, and revenue performance.
Strong administrative and organizational skills, including payroll, reporting, and budget oversight.
Flexibility to work weekends, evenings, and holidays as needed.
Ability to perform effectively under high-pressure situations.
Manual dexterity for computer and office equipment use.
Good vision and hearing (corrective aids acceptable).
Strong verbal communication and interpersonal skills.
Ability to lift to 50 lbs. occasionally (e.g., equipment, retail stock).
Ability to stand or walk for extended periods and sit for long durations.
Ability to climb a 10 ft. ladder and perform light technical adjustments (e.g., projectors, lightbulbs).
Proficiency in reading, writing, and understanding English.
Applicants must be legally authorized to work in the United States at the time of hire.

Responsibilities

Oversee the day-to-day operations of the exhibition, including planning, execution, and ongoing performance management.
Direct and manage all ticketing operations, including sales systems, inventory, reporting, and agent performance.
Supervise and optimize guest queuing and traffic flow to ensure safety and an excellent visitor experience.
Lead the hiring, training, and performance management of staff to deliver world-class guest service and meet sales goals.
Ensure high standards of cleanliness, organization, and overall venue presentation at all times.
Actively manage and resolve guest service concerns with professionalism and expedience.
Oversee and drive all aspects of onsite retail operations, including inventory management, merchandising, staff performance, and revenue optimization.
Develop and implement upsell opportunities, promotions, and packages to increase per capita spending.
Monitor and maintain technical and scenic elements of the exhibition, reporting and addressing any issues promptly.
Ensure daily cash handling procedures are followed accurately, including drops, deposits, and petty cash usage.
Provide ongoing communication and reporting to key stakeholders regarding operations, guest experience, and any issues affecting the exhibition or retail areas.
Drive innovation and continuous improvement while identifying risks and opportunities.
Ensure health and safety compliance for all guests, staff, assets, and the venue itself.
Complete and submit required daily, weekly, and monthly reports.
Deliver timely, professional responses to both in-person and online guest inquiries.
Perform other duties as reasonably assigned by management to support exhibition success.