Entertainment General Manager - Opening Team

WHO WE ARE

Level99 is a first-of-its-kind destination for real-world, social, challenge-based entertainment for adults featuring over 50 mental and physical challenges set in immersive, artistic environments. Each challenge is designed to bring a group together in engaging activities that take 2 to 4 minutes to complete, sparking moments of laughter in epic fails and high-fives in triumphant wins. From navigating our iconic Axe Run, to solving puzzles in a Crystal Cavern, to conquering the largest pinball game imaginable, Level99 offers endless ways to play using both body and mind. Level99 tracks each player’s progress as they work their way up the coveted leaderboard or try to collect every “star” available in the venue, unlocking exclusive rewards as they play. To enhance the gaming experience, Level99 offers a full-service bar, restaurant, and beer hall, Night Shift Kitchen + Tap, that features scratch-made cooking, legendary craft beers, hand-made creative cocktails, and a variety of dining and gathering spaces for events. In 2025, we will be adding Victory Brewing in Tysons, VA and Two Roads Kitchen + Tap in West Hartford, CT to our group of restaurants as we team up with local brewers in support of our northeast expansion. We will also be opening a fifth location at Disney Springs, FL.

Level99 opened its first location in 2021 in Natick, MA, followed by its second location in Providence, RI in 2024. A young, entrepreneurial company, Level99 has immediate plans to triple in size over the next 18 months. We are backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects such as 5 Wits, Boda Borg, Blue Man Group, and Walt Disney Imagineering. This position is an opportunity for an experienced and motivated individual to dive into a fast-paced, dynamic environment where you can apply your skills in a fun and exciting setting that brings joy and entertainment to hundreds of thousands of people each year. More information on Level99 and our restaurants is available at http://www.level99.com.

Level99 Tysons, VA - opening in 2025!

JOB DESCRIPTION

The Entertainment General Manager is the face of Level99 entertainment operations, leading the charge with both our team members and our guests. The role is responsible for all facets of entertainment operations, dedicated to delivering a positive, authentic, and inspiring environment for both guests and team members. The Entertainment General Manager works in the trenches, side by side with their entertainment and technical teams to drive overall venue quality, standards and performance – this is a “working” managerial role, where the General Manager is able to fill any position on the entertainment side of the business when needed as well as be the MOD of the entire venue when required.  

A Level99 Entertainment General Manager has honesty and personal integrity that is above reproach, prefers a joyful and positive approach to challenging situations, chooses humility over the need to “be right,” and in all things acts as though they are the Owner and Operator of their venue.

• Demonstrates complete ownership of the entertainment business including total responsibility for the upkeep, maintenance, cleanliness, and operations of the entertainment side of the venue.
• Prioritizes guest experience, allocating resources and bringing wise and timely suggestions to the Director of Operations.
• Models authentic, warm, approachable, and humble interpersonal interactions and instills best-in-class service thinking and methodologies in the team.
• Ensures the entertainment team is optimally staffed through scheduling with individuals that embody Level99’s cultural values by continuously and actively recruiting, hiring, and training new talent, ensuring a succession plan is in place for each key role.
• Demonstrates wise and perceptive people performance management skills with high emotional intelligence and the ability to identify talent and develop supervisors, assistant managers and other hourly team members to rise to their full potential, giving timely, honest, ongoing coaching and feedback through one on ones and performance appraisals.   
• Displays skill in navigating hard conversations and shows grace, maturity, and decisiveness in progressive discipline of team members who demonstrate inability to adhere to company policy or job duties.
• Continuously upholds Level99 brand and visual standards across all parts of the business, including product, experience, display standards, as well as environmental cleanliness and organization.
• Leads team members through effective and efficient operational execution, including shift tasks and routines as well as proper facilities upkeep.
• 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 driving immediate resolution to any deviation from standard.
• Ensures continuous compliance with all relevant federal/state laws, insurance requirements, Landlord regulations, and company policies.
• Leads all entertainment focused change management activities, ensuring effective and accurate communication of new product, service, and operational information and skillfully guiding the team to optimal performance.
• Ensures entertainment labor and controllable costs stay consistently within guidelines set by the company.
• Manages entertainment administrative requirements including sales forecasting, scheduling, inventory, cash handling, purchasing/ordering, safety & sanitation, payroll/HR documentation, and POS/financial reporting to ensure accurate and timely reporting of operational and fiscal results.
• Takes initiative, seeing what needs to be done and assembling the resources to accomplish self-determined goals, in continual pursuit of improvement of our guest experience and venue performance along with the Director of Operations.
• Other duties, as assigned

• 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, and read 
• 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, with specific knowledge in, but not limited to, Microsoft Office
• Must have the ability to promote positive, fair, and ethical relations with all team members as an ambassador of the Level99 brand
• Compassionate, empathetic, humble, respectful, and kind – very high emotional intelligence
• A reliable car, current driver's license
• Ability to train on-site in Natick, MA

• Minimum 5 years’ experience working as a manager of people in a high-volume entertainment and/or food & beverage business
• Relevant Education: B.S. in Hospitality Management, or other related degree 
• Previous General Manager experience
• Experience with new openings for hotels, restaurants, or entertainment establishments

While we don’t expect a candidate to have deep experience in all of the above, we’re looking for someone with the passion and capability to learn quickly in the areas that are new!

YOU MIGHT BE A FIT ON THE LEVEL99 TEAM IF YOU…

• 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"