Operations Manager

Level99 Entertainment•West Hartford, CT

6d•Onsite

About The Position

The Level99 team is seeking a Venue Operations Manager who will play an integral part in the Level99 management team. This is an inspirational leader that offers support to both our team members and our guests. The Venue Operations Manager is passionate and knowledgeable when communicating our vision to create meaningful experiences and hospitality for our guests. This role works closely with multiple key departments within the operation, including the Food & Beverage, Merchandise, and Entertainment departments for the smooth functioning of the overall guest experience. The primary responsibilities of this position will align with one of those departments and rotate over time, cultivating a well-rounded overall operations manager. This person will lead by example and understand the importance of management vs. leadership. Our Venue Operations Manager will work in the trenches, side by side with the entertainment and F&B teams to drive overall venue quality, standards and performance.

Requirements

Ability to work a flexible schedule based on business needs which will include days, nights, weekends and holidays as well as emergency responsiveness as required
Able to work ten hour-plus shifts, plus ability to stand, sit, squat or walk for extended periods of time, walk up and down stairs
Able to grasp, reach overhead, push, lift and carry up to 50 pounds
Able to work with all management teams to ensure optimal communication
Ability to work well under pressure in a fast paced, ever changing work environment
Excellent verbal and written communication skills
Highly organized with strong attention to detail
High integrity and professionalism
High School education or equivalent
Understands, utilizes and embraces new technology and its implementation into our operation
A positive, joyful, upbeat and energetic attitude – leading by example
Ability to train on-site in Greater Boston or Tysons Corner, VA

Nice To Haves

Minimum 2 years’ experience working as an Entertainment Venue, Restaurant or Bar Manager or equivalent in a high-volume entertainment and/or food & beverage business
Relevant Education: B.S. in Hospitality Management, or other related degree
ServSafe, Allergen and ChokeSaver Certifications
Like to laugh, would be described as a "low maintenance, low drama" person, have a tendency to have a bit of fun while you work
Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job
Are just a little bit obsessive about getting the details right the first time
Have a high energy personality, the kind of person who is typically smiling, and likes to "get it done now"

Responsibilities

Responsible for inventory, smallwares, ordering of products, training and management of the assigned specific area of responsibility (Bar, Entertainment People, Entertainment Systems, Merchandise, etc).
Responsible for scheduling departmental team members appropriately, ensuring the venue is optimally staffed with individuals that embody Level99’s cultural values by continuously training and developing our team
Managing hiring efforts administratively and in-person; including job posting maintenance, recruiting budgets, interviewing, hiring, and onboarding
Allows empowerment amongst the staff to help develop each other based on individual strengths
Supports the Venue Director of Operations and the Assistant Venue Director of Operations in the growth & development of the Operations leadership team including all hourly supervisors
Work with the F&B, Entertainment, and Learning and Development teams to implement and maintain service team training programs and support the other managers in their efforts to do the same
Thorough knowledge of food and beverage menus, challenge rooms, company vision and values, and merchandise
Supports all venue-level change management activities, ensuring effective and accurate communication of new product, service and operational information and skillfully guiding the team to optimal performance
Leads team members through effective and efficient operational execution, including shift tasks and routines as well as proper facilities upkeep
Ensures continuous compliance with all relevant federal/state laws, insurance requirements, Landlord regulations, and company policies
Ensures labor and controllable costs stay consistently within guidelines set by the company
Daily cash management, reconciliation, and audits
Ordering paper products and inventory
Hires, trains and schedules new service team members for bar, server/cashier and FOH support
Works with the Support Center F&B team to ensure product compliance, ordering, inventory and quality
Sets par levels required to service guest needs and works with DO/ADO on ensuring product and forecasts are aligned
Listens to guest and staff needs and expectations by being approachable and positive, with an energetic attitude
Quick to react in a way that is suitable for a particular situation including displaying skill in leading and navigating hard conversations with grace, maturity, and decisiveness
Takes initiative, seeing what needs to be done, and being proactive to keep things always moving forward
Point of contact for Toast POS system with Ops Services Team/Consultants
Ensures guest safety within the venue, inclusive of entertainment safety, continuously monitoring and addressing any foreseeable risks to guest’s health and welfare, as well as food safety,, ensuring adherence to all food safe processes and standards
Owns daily operational readiness for Entertainment, including open, mid, and close execution, ensuring all spaces are safe, clean, and guest-ready.
Upholds POISED standards across Entertainment, driving service execution quality, cleanliness, show standards, and overall experience flow.
Leads safety, emergency readiness, and incident response within Entertainment, proactively identifying risks and ensuring Team preparedness.
Manages experience flow, congestion, and capacity in real time, ensuring volume does not exceed safe or operational limits.
Oversees operational-level service recovery, partnering with Guest Experience to respond to real-time feedback and resolve issues on the floor.
Maintains accessibility standards within Entertainment, owning documentation, training, guest accommodations, and coordination with the Support Center.
Ensures compliance with merchandise ordering, inventory, planograms and offerings according to the Support Center Merchandise Manager and Supply Chain Manager.
Maintains staffing levels appropriate to business needs and works with ADO to hire, train and schedule team members
Helps with loss-prevention tactics and procedures to ensure safety of products and people
Maintains local inventory and offering POS systems
Hires, trains, schedules, and develops Entertainment Team Members, ensuring proper coverage, labor efficiency, and alignment with forecasted demand.
Leads coaching, performance reviews, and skills certification, holding Teams accountable to operational, safety, and Guest experience standards.
Manages disciplinary documentation and corrective action processes with consistency, fairness, and professionalism.
Partners on interview coordination, recruiting workflows, onboarding experience, and succession planning to build a strong Entertainment Team.
Listens to Team and Guest needs by being approachable, positive, and engaged on the floor, fostering a strong culture of ownership and accountability.
Takes initiative by identifying development gaps, engagement opportunities, and operational friction, proactively driving continuous improvement.