GENERAL MANAGER

Meow Wolf•Las Vegas, NV

30d•Onsite

About The Position

The General Manager (GM) is responsible for overseeing the day-to-day experience delivery and 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

Operational Leadership: 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.
Team Leadership and Development: 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.
Private Event & Group Sales: Oversee the development and execution of strategies to drive revenue growth through private events and group bookings, ensuring the team meets financial targets. Provide strategic direction and collaboration across marketing and operations teams to ensure seamless and successful delivery of all events, monitoring team performance and event execution quality.
P&L Management: Take full ownership of the location's Profit & Loss (P&L) statement, driving strategies to maximize revenue and control costs. Develop and manage annual operating budgets, providing regular performance updates to leadership. Identify and implement opportunities for financial improvement and operational efficiency to ensure a strong bottom line.
Experience Delivery/Design: Oversee the day-to-day delivery of the guest experience, ensuring alignment with the creative vision and brand standards. Collaborate with creative and technical teams on the maintenance and evolution of the exhibition and ancillary experiences. Utilize guest feedback and operational data to inform strategic decisions that enhance the overall experience and drive repeat visitation.
Safety and Compliance: Ensure that the location operates in full compliance with safety regulations, and actively promote a culture of safety for guests and staff.
Operational Efficiency: Optimize staffing, scheduling, and resource management to maintain smooth operations. Regularly assess and improve operational processes to maximize efficiency and cost-effectiveness.
Facility Management: 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.