Operations Manager Full-Time

Battle House Laser Tag•Lake Barrington, IL

About The Position

The Operations Manager is responsible for implementing business strategy, driving exceptional customer service and growth, and overseeing the day-to-day operations of a Battle House facility in Lake Barrington, Illinois, or Waukesha, Wisconsin. The role helps provide a safe, enjoyable, family-friendly, team-oriented gaming experience for customers and employees. The Operations Manager monitors key business performance metrics, including customer experience and reviews, customer volumes, revenue, hours of operation, and employee selection, training, and development, to meet or exceed business goals. The role also builds relationships with guests, business partners, and service providers. The position reports directly to the General Manager, Midwest Operations. The Operations Manager is expected to pursue personal development, broaden their skill set, and aspire to become a General Manager.

Requirements

Exceptional customer service.
Teamwork.
Very good people skills.
Ability to communicate effectively and manage large groups.
Ability to sell according to 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 schedules.
Coach and mentor employees to establish 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 closings, including employee safety and property security.
Identify, correct, and modify operational processes and procedures to address deficiencies found during daily operations and periodic Q+ Reviews.
Manage facility operations, including required maintenance and repairs, and escalate significant problems or issues to the Managing Partner.
Manage supplies and maintain required inventory through timely, twice-monthly inventory reporting.
Resolve customer questions, concerns, and disputes equitably.
Use Battle House point-of-sale, phone, email, and other technology systems proficiently.
Manage admissions and lounge operations, including cash management, accurate reporting, timely bank deposits, and maintaining extra change and bills.
Schedule events, maintain event logs, and make courtesy calls.
Maintain point-of-sale and event files and ensure readiness for upcoming events and parties.
Manage revenue from merchandise, beverages, and snack sales.
Ensure facility cleanliness and readiness for daily operations.
Provide on-site and remote phone and email coverage.
Ensure customers have a safe and enjoyable gaming experience, including orientation to equipment, facilities, structures, rules of engagement, and safety requirements.
Develop and maintain knowledge of gaming equipment use and maintenance.
Ensure at least one employee is trained and responsible for gaming equipment maintenance and updates.
Develop and maintain technical resources and troubleshooting guidelines for gaming equipment, including 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, staffing, and promotion needs.
Recommend and direct advertising, digital and social media, and general marketing opportunities.