Operations Manager

CircusTrix, LLC dba

Defy

Assistant General Manager

Full-time, Onsite

JOB DESCRIPTION

POSITION OVERVIEW

The Assistant General Manager (AGM) position is a developmental role designed to provide the tools, training, and guidance necessary to become a future General Manager (GM) at Defy.  The goal of the AGM is to master all aspects of running park operations while developing a solid foundation and demonstrated understanding in the areas of people and revenue management.  The AGM works under the supervision and guidance of the GM and plays a critical role in creating a positive park culture, maintaining a safe environment, creating a memorable guest experience, and assisting in driving park revenue.

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QUALIFICATIONS

• 18 years of age or older and completed high school diploma or equivalent education.
• A minimum of 1 year of supervisory or management experience.
• A minimum of 2 years of experience in recreation, fitness, retail, restaurant, hospitality, or a related high-volume customer service field.
• Demonstrated success in the execution of Sky Zone's Core Competencies.
• Coachable with a drive and eagerness to grow in, and successfully execute, Sky Zone's Leadership Competencies.
• Possesses basic proficiency in technology such as MS Office Suite, Teams, and point of sale (POS) systems.
• Available to work nights, weekends, and holidays as needed.
• Reliable, coachable, self-motivated, and organized.

PHYSICAL REQUIREMENTS

• Ability to both remain stationary and move around the park for long periods of time to accommodate guest, park, and safety needs and requirements.
• Ability to lift and/or move a minimum of 20 pounds.
• Ability to frequently communicate and interact with employees and customers in a busy and often loud indoor environment.

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RESPONSIBILITIES

Under the supervision and guidance of the General Manager, the AGM will assist with the oversight in 5 areas that make our parks stand out:

Leadership –

• Lead by example, operating with an elevated level of ethics and integrity in partnership with the General Manager.
• As second in command to the GM, assume the role of Leader on Duty, and oversee Supervisors, Team Leads, and Team Members providing guidance, direction, and feedback.
• Become an expert in park operations and systems, safety, guest experience, people management.

People (Team & Guests) –

• Be a hands-on leader and role model willing to learn and execute every position in the park.
• Support the GM in selecting talent through interviewing, hiring, and onboarding new Team Members.
• Help to train and develop existing and new Team Members in sales, party, in-park experiences, and safety/compliance.
• Assist in managing Team Member performance through accountability, recognition, and rewards; effectively manage employee relations with the support of GM and HR if necessary.
• Coordinate with the GM to effectively schedule the team according to park needs, including sales, parties, park experience, programs, facilities, maintenance, attractions, cleanliness, etc.
• Create a positive park culture by learning what motivates the team and recognizing them for individual and park successes.
• Provide memorable moments for our customers by taking initiative, being responsive, and engaging in their experience, while managing NPS (Net Promoter Scores) and Guest/Member feedback.

Membership & Sales –

• Deliver and help drive sales results and develop strong practices for leading, coaching, and motivating a sales team.
• Manage the membership experience and Member community ​through assisting in the organization of Member VIP events and touchpoints throughout the in-park experience.
• Share your creative ideas and best practices for ways to increase the park's profit.
• Partner with the General Manager and, as a Leader on Duty, educate the team on key performance metrics (KPIs) and how they can contribute to park goals.
• Develop an understanding of park P&L's and what it takes to manage those effectively.

Parties & Events –

• Assist the GM in consulting with the Event Coordinator regarding party sales and updated park events, experiences, and information.
• Support Party Hosts in creating a positive party experience for both kids and parents.
• Help with the Party preparation and planning process to make the delivery​ of the party experience easy for your team.

Facilities, Compliance & Safety –

• Assist as a Park liaison through consistent and thorough communication with facilities, maintenance, corporate F&B​, and other supporting teams and departments.
• Work with the GM to deliver Park maintenance reports​, work orders, and cleanliness processes to ensure a healthy and safe park environment.
• Assist with inventory management, facilities, parties, food and beverage, and vending.
• Help with the oversight of Team Members on appropriate safety processes, response, and reporting​.
• Complete company safety, people operations, and food & beverage certifications.

KEY PERFORMANCE METRICS

The Assistant General Manager will demonstrate measurable growth in the following areas:

• Develop to an Exceeds Expectations or Meets Expectations in the outlined Sky Zone Leadership Competencies.
• Become familiar and partner with the General Manager in driving overall park business goals including membership sales, birthdays and events, labor/payroll %, NPS, safety and compliance, staffing.

Compensation: The salary for this position is $54,000 annually + additional bonus opportunity.  This is a fixed starting rate, and no additional pay range applies at this time.  Full-time employees at CircusTrix enjoy a competitive benefits package including medical, dental, and vision coverage along with a 401k plan with company matching.  Eligibility for 401k is based on age and tenure requirements.