Operations Manager

Battle House Laser Tag•Waukesha, WI

13d

About The Position

The Operations Manager oversees implementation of business strategy and the day-to-day operations of a Battle House facility in Lake Barrington, Illinois, or Waukesha, Wisconsin. The role is responsible for delivering exceptional customer service and supporting growth while ensuring a safe, enjoyable, family-friendly, team-oriented gaming experience for customers and employees. The manager monitors business performance, including customer experience and reviews, customer volumes, revenue, operating hours, and employee selection, training, and development, to help meet or exceed business goals. The role also builds relationships with guests, business partners, and service providers. The Operations Manager manages staff, facility operations, customer service, admissions and lounge functions, tactical gaming, and marketing activities. They are expected to develop their skills with the aspiration of becoming a General Manager.

Requirements

Exceptional customer service skills.
Ability to work as part of a team.
Very good people skills.
Ability to communicate effectively and manage large groups.
Ability to sell based on customer needs.
Inventory management skills.
Alcohol certification, based on state age requirements.
High energy level.
Dependability.
Verbal communication skills.
Job knowledge.
Adherence to the dress code.

Responsibilities

Motivate staff to provide five-star service and generate sales and future business.
Select, onboard, train, and develop new hires, including setting individual employee goals.
Conduct staff performance reviews, maintain appropriate staffing levels, and prepare schedules.
Coach and mentor employees to establish the Battle House culture, work ethic, accountability, and attention to detail.
Perform quality work within deadlines.
Manage facility openings, daily operations, financial and cash controls, and closing procedures, including employee safety and property security.
Identify and correct operational deficiencies, modify processes and procedures, and address findings from periodic Q+ Reviews.
Manage facility maintenance and repairs, escalating significant problems or issues to the Managing Partner.
Maintain required inventory and submit inventory reports twice monthly.
Resolve customer questions, concerns, and disputes equitably.
Use Battle House point-of-sale, phone, email, and other technology systems proficiently.
Manage cash, prepare accurate reports, make timely bank deposits, and maintain extra change and bills.
Handle event scheduling, event logs, courtesy calls, point-of-sale and event files, and readiness for upcoming events and parties.
Manage merchandise, beverage, and snack sales, as well as facility cleanliness and readiness for daily operations.
Provide on-site and remote phone and email coverage.
Ensure customers receive an initial orientation to gaming equipment, facilities, structures, rules of engagement, and required safety briefing.
Maintain knowledge of gaming equipment use and maintenance and ensure at least one employee is trained and responsible for equipment maintenance and updates.
Develop and maintain gaming equipment technical resources and troubleshooting guidelines by drafting, recommending, writing, and updating the Operations Manual and Mission Scenario Playbook.
Identify opportunities to enhance gaming equipment, props, Mission Scenarios, and the gaming arena.
Support the company’s reputation through high levels of customer service and positive interactions.
Market services and products to current and potential customers.
Participate in maintaining the Communications Calendar for holidays, school breaks, school in-service days, and related scheduling and promotion needs.
Recommend and provide direction for advertising, digital and social media, and general marketing opportunities.