Director of operations

LES JEUX 6922 E 5th Ave Scottsdale, AZ 85251 Director of Operations & Guest Experience

Location:
Scottsdale, Arizona Position Type: Full-Time | On-Site Reports To: Owner & CEO About Les Jeux Les Jeux is an elevated social game lounge redefining the way people gather, connect, and play. Featuring Mahjong, classic board games, and card games, our concept combines entertainment, hospitality, and social experiences in a vibrant, thoughtfully designed setting. With photo opportunities around every corner and an atmosphere centered around connection, Les Jeux is more than a game lounge — it's a destination. We are seeking a highly motivated, organized, and hospitality-driven Director of Operations & Guest Experience to lead our daily operations, manage our team, oversee all bookings and reservations, drive revenue, and ensure an exceptional guest experience.

Position Overview

The Director of Operations & Guest Experience will be responsible for overseeing all aspects of Les Jeux's daily operations, including staffing, guest satisfaction, bookings and reservations, financial performance, inventory, events, and overall business efficiency. This is a hands-on leadership position requiring someone who is comfortable working directly with guests and employees while also managing the operational and financial responsibilities of the business. The ideal candidate is proactive, detail-oriented, personable, and capable of independently managing a fast-paced hospitality and entertainment environment.

Key Responsibilities

Operations & Business Management Oversee all daily operations of the game lounge, ensuring a seamless and efficient experience. Develop, implement, and maintain operational procedures, policies, and standards. Manage opening and closing procedures, cleanliness, organization, and overall presentation. Oversee inventory, supplies, purchasing, and vendor relationships. Ensure the facility, games, furniture, and equipment are properly maintained. Identify opportunities to improve operational efficiency, profitability, and guest satisfaction.

Take ownership of day-to-day challenges and proactively implement solutions. Bookings, Reservations & Events Take full ownership of all bookings, reservations, and private event inquiries. Manage the reservation system, ensuring all bookings are accurately scheduled, confirmed, and organized. Respond promptly and professionally to booking inquiries through phone, email, and other communication channels. Actively convert inquiries into confirmed reservations and paid bookings.

Coordinate private parties, corporate gatherings, group reservations, and special events. Manage booking calendars, guest capacities, scheduling conflicts, cancellations, and modifications. Ensure deposits, payments, confirmations, and event details are properly collected and documented. Communicate booking details and special requests to employees to ensure seamless execution. Monitor booking volume, occupancy, conversion rates, and revenue generated from reservations and events.

Develop strategies to increase bookings, maximize occupancy, and drive repeat business. Maintain strong relationships with guests, event planners, and corporate clients. Team Leadership & Management Recruit, hire, train, schedule, and manage employees. Establish clear expectations and hold employees accountable for performance. Manage labor costs, employee productivity, and scheduling based on business needs. Conduct employee evaluations, coaching, and disciplinary actions when necessary.

Foster a positive, professional, and engaging team culture. Lead by example and maintain a strong presence on the floor. Guest Experience & Hospitality Ensure every guest receives exceptional service from arrival to departure. Maintain the elevated, welcoming, and social atmosphere of Les Jeux. Oversee guest arrivals, walk-ins, reservations, and group experiences. Resolve guest concerns professionally and efficiently. Ensure games, seating areas, and photo opportunities are consistently organized and presentable.

Create memorable experiences that encourage repeat visits, positive reviews, and word-of-mouth referrals. Sales, Financial Performance & Reporting Monitor daily, weekly, and monthly sales performance. Track revenue, labor expenses, operating costs, and overall profitability. Establish and monitor performance goals and key business metrics. Identify opportunities to increase sales through reservations, private events, retail, and additional offerings. Maintain accurate financial and operational reporting.

Monitor guest traffic, booking trends, occupancy, and overall business performance. Owner Meetings & Communication Attend a mandatory in-person meeting with the compa