Job Description

BRKTHROUGH is a brand new and immersive social gaming experience designed to make participants feel like they have entered another world. The new concept is the future of in-person entertainment for groups of all kinds, with its combination of wildly entertaining gameplay, and great food and drinks. The space has 35+ unique and high-technology game rooms where teams will encounter physical, mental, and skill-based challenges.

As an Operations Manager you are a protector of all that we hold sacred; Social Entertainment, Social Entertainment and Social Entertainment.

BRKTHROUGH Core Values:

• Create Joy - We’re here to bring people joy – in the experiences we create, in the work we do, and in the way we interact with our community.
• Be The Next- Level Up. Pursue growth, lead change, and experiment. Master your craft.
• Celebrate - Remember to enjoy life’s victories and make a big deal out of them.
• Be Adventurous and Creative - An innovative mindset is our default setting. We are always willing to take risks and try new things.

Key Responsibilities

How You’ll Do It

Your training will teach you everything you need to know to succeed on the job. But there are a few skills you should have from the get-go:

• Exemplify our core values and mission in all aspects of your work, setting the standard for the entire team.
• Cultivate a team environment that provides exceptional guest experiences and fosters a high morale through motivation, feedback, and performance evaluations.
• Train, coach, and develop staff, driving engagement among team members.
• Oversee the daily operations, ensuring adherence to budgetary guidelines and maintaining the highest standards of quality, accuracy, and consistency.
• Create an environment that consistently delivers exceptional guest experiences, from initial booking through gameplay to final leaderboard rankings.
• Foster interdepartmental collaboration to coordinate events, promotions, and guest experiences seamlessly.
• Ensure all guest areas are properly staffed, clean, and functioning efficiently, maintaining a clean, safe atmosphere.
• Develop and implement innovative strategies to enhance guest experiences, manage inventory levels, and ensure correct implementation of operational procedures.
• Support the team in food and beverage preparation, guest service, cash handling, and efficient resolution of guest concerns.
• Manage food and beverage procurement, inventory management, and cost control strategies.

Additional Role-Specific Responsibilities

Guest Experience Manager

• Orchestrate every facet of the guest journey, anticipating and fulfilling guest needs proactively.
• Ensure a seamless transition between different stages of the visit, tailoring experiences to individual preferences.
• Oversee guest check-in procedures, ensuring all staff is well-coordinated for a smooth experience.

Event Manager

• Deliver exceptional experiences for all booked events, setting new standards in guest satisfaction.
• Lead a team of event coordinators and hosts, providing mentorship, training, and performance evaluations.
• Contribute to PR, sales, and marketing initiatives to promote BRKTHROUGH events.
• Address guest inquiries and concerns promptly and professionally, turning feedback into opportunities for improvement.

Food & Beverage Manager

• Oversee all food and beverage operations, ensuring that staff provides outstanding service and food quality.
• Maintain inventory, order food and supplies, and set appropriate par levels.
• Develop bar and food menus based on sales analysis, trends, and industry experience.
• Optimize food preparation methods, portion control, and presentation techniques to uphold food quality standards.
• Implement strategies to minimize food waste and control costs.

Key Requirements

What We’re Looking For

• 2+ years of relevant management experience (specific to the role).
• High school diploma or equivalent (undergraduate degree preferred for Event Manager).
• Excellent communication, time management, and organizational skills.
• Proven experience in leadership, guest service, and working within kitchen/bars or event management.
• Energy, enthusiasm, and a high level of self-awareness, receptivity to change, and integrity.
• Availability to work varied shifts, including evenings, weekends, and holidays.
• Ability to obtain required licenses and certification

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