RESPONSIBILITIES
- Lead, direct and manage all aspects of day-to-day venue operations including ensuring a customer-first experience and developing / managing all team members (scheduling, compliance, standards/performance, and policies).
- Lead the management and improvement of the financial performance of the unit executing a cadence of daily, weekly, and period-frequency projects ensuring operating standards are maintained concurrently (eg sales forecasting, scheduling, inventory, local vendor relations, etc)
- Ensure best-in-class hospitality experience and team member satisfaction.
- Monitor and develop team member performance, particularly the leadership team, to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward.
- Recruit, hire and train team members, overseeing the success and development of 100+ individuals at the venue.
- Oversee service quality, operational efficiency, guest satisfaction, standards compliance and service and financial measurements.
- Support the development and lead the execution of the Level99 operations playbook, ensuring standards are consistently upheld across venues.
- Identify operational performance, productivity and efficiency gaps and implement measures to correct those deficiencies and communicate learnings across the organization for consistency and best-in-class operations.
- Travel (as necessary) between venues and to the Support Center to enhance overall team collaboration, leverage learnings and best practices, and drive the overall success of Level99 Disney.
- Other duties, as assigned
MUST-HAVE SKILLS
- Minimum 15 years of high-volume progressive growth in the hotel, entertainment, or restaurant industries
- Multi-unit operations, or multi-discipline (within a single, large format unit), experience
- Deep knowledge of hospitality, entertainment, or restaurant operating systems including sales forecasting, labor management & scheduling, COGS reporting, invoice management, reservation management, and more
- Strong guest-facing communication and service recovery skills
- Team-first attitude and ability to successfully communicate across all levels of the organization
- Exceptional verbal, written, and interpersonal skills
- Requires strong computer skills and proficiency in Google Suite and/or Microsoft Office specifically Word, Excel, & PowerPoint
- 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
- Must possess outstanding organizational and administrative skills, coupled with excellent attention to detail
- Ability to train on-site in Greater Boston or Tysons Corner, VA
OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE
- Knowledge of a second language, particularly Spanish, a plus
- Experience with new openings for hotels, restaurants, or entertainment establishments
- Experience with Disney properties, a plus
Top Skills
What We Do
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.
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.
