Operations Manager at Level99

WHO WE ARE Level99 is a real-world gaming venue designed for adults, featuring over 50 mental and physical challenges in artistic environments. Games range from ninja warrior obstacle course style challenges to mental logic puzzles, and everything in between. Each challenge is quick—just 1 to 4 minutes—and Players can do the same room over and over again, or they can move on to something new. Like a video game, Players earn rewards, climb the leaderboard, and make progress – each time a Player comes back, the game remembers where they left off.   Alongside the games, Level99 offers a full-service bar and award-winning restaurant – featuring scratch-cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level99 has locations in Natick, MA, Providence, RI, Tysons, VA, and is opening in West Hartford, CT, Disney Springs, FL, and King of Prussia, PA. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering. Visit www.level99.com for more details.  Level99 Disney Springs, FL - coming soon! OVERVIEW The Level99 team is seeking a Venue Operations Manager who will play an integral part in the Level99 management team. This is an inspirational leader that offers support to both our team members and our guests. The Venue Operations Manager is passionate and knowledgeable when communicating our vision to create meaningful experiences and hospitality for our guests. This role works closely with multiple key departments within the operation, including the Events Sales Department, Food & Beverage, Merchandise, and Entertainment departments for the smooth functioning of the overall guest experience. The primary responsibilities of this position will align with one of those departments and rotate over time, cultivating a well-rounded overall operations manager. This person will lead by example and understand the importance of management vs. leadership. Our Venue Operations Manager will work in the trenches, side by side with the entertainment and F&B teams to drive overall venue quality, standards and performance. CORE RESPONSIBILITIES • Responsible for inventory, smallwares, ordering of products, training and management of the assigned specific area of responsibility (Bar, Entertainment People, Entertainment Systems, Merchandise, Events, etc). • Responsible for scheduling departmental team members appropriately, ensuring the venue isoptimally staffed with individuals that embody Level99’s cultural values by continuously training and developing our team • Managing hiring efforts administratively and in-person. including job posting maintenance, recruiting budgets, interviewing, hiring, and onboarding • Allows empowerment amongst the staff to help develop each other based on individual strengths • Supports the Venue Director of Operations and the Assistant Venue Director of Operations in the growth & development of the Operations leadership team including all hourly supervisors • Work with the F&B, Entertainment and Learning and Development teams to implement and maintain service team training programs and support the other managers in their efforts to do the same • Seamlessly work with and support events team • Thorough knowledge of food and beverage menus, challenge rooms, company vision and values, merchandise and event operations. • Supports all venue-level change management activities, ensuring effective and accurate communication of new product, service and operational information and skillfully guiding the team to optimal performance • Leads team members through effective and efficient operational execution, including shift tasks and routines as well as proper facilities upkeep • Ensures continuous compliance with all relevant federal/state laws, insurance requirements, Landlord regulations, and company policiesEnsures labor and controllable costs stay consistently within guidelines set by the company • Daily cash management, reconciliation, and audits • Ordering paper products and inventory • Other responsibilities, as assigned AREAS OF RESPONSIBILITY • FOOD & BEVERAGE / BAR • Hires, trains and schedules new service team members for bar, server/cashier and FOH support • Works with the Support Center F&B team to ensure product compliance, ordering, inventory and quality • Sets par levels required to service guest needs and works with DO/ADO on ensuring product and forecasts are aligned • Listens to guest and staff needs and expectations by being approachable and positive, with an energetic attitude • Quick to react in a way that is suitable for a particular situation including displaying skill in leading and navigating hard conversations with grace, maturity, and decisiveness • Takes initiative, seeing what needs to be done, and being proactive to keep things always moving forward • Point of contact for Toast POS system with Ops Services Team/Consultants • 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 food safety,, ensuring adherence to all food safe processes and standards • EVENTS • Leads team members through effective and efficient operational execution, including shift tasks and routines as well as proper facilities upkeep • Thorough knowledge of food and beverage menus, event menus and entertainment offerings • Supports Director of Operations, Assistant Director of Operations and Event Sales Team in the growth & development of the FOH leadership team including the shift supervisors and all hourly team members • Supports all venue-level change management activities, ensuring effective and accurate communication of new product, service and operational information and skillfully guiding the team to optimal performance • Ensure communication between the Event Department (Sales/Director/Coordinator) and local venue team is seamless. Assist in updating staff BEO binder. Attend weekly BEO meeting; report on any issues with past events; Assign manager and additional staff to each event • Responsible for the training, testing and scheduling of all Event Captains to ensure operational coverage for all events • Ensure that checks are closed out correctly to match the contracts • Fill out the event tracker daily at the beginning of each shift to ensure that running financials are accurate • ENTERTAINMENT SYSTEMS & MERCHANDISE • Owns daily operational readiness for Entertainment, including open, mid, and close execution, ensuring all spaces are safe, clean, and guest-ready. • Upholds POISED standards across Entertainment, driving service execution quality, cleanliness, show standards, and overall experience flow. • Leads safety, emergency readiness, and incident response within Entertainment, proactively identifying risks and ensuring Team preparedness. • Manages experience flow, congestion, and capacity in real time, ensuring volume does not exceed safe or operational limits. • Oversees operational-level service recovery, partnering with Guest Experience to respond to real-time feedback and resolve issues on the floor. • Maintains accessibility standards within Entertainment, owning documentation, training, guest accommodations, and coordination with the Support Center. • Ensures compliance with merchandise ordering, inventory, planograms and offerings according to the Support Center Merchandise Manager and Supply Chain Manager. • Maintains staffing levels appropriate to business needs and works with ADO to hire, train and schedule team members • Helps with loss-prevention tactics and procedures to ensure safety of products and people • Maintains local inventory and offering POS systems • ENTERTAINMENT PEOPLE • Hires, trains, schedules, and develops Entertainment Team Members, ensuring proper coverage, labor efficiency, and alignment with forecasted demand. • Leads coaching, performance reviews, and skills certification, holding Teams accountable to operational, safety, and Guest experience standards. • Manages disciplinary documentation and corrective action processes with consistency, fairness, and professionalism. • Partners on interview coordination, recruiting workflows, onboarding experience, and succession planning to build a strong Entertainment Team. • Listens to Team and Guest needs by being approachable, positive, and engaged on the floor, fostering a strong culture of ownership and accountability. • Takes initiative by identifying development gaps, engagement opportunities, and operational friction, proactively driving continuous improvement. MUST-HAVE SKILLS • 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 • 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 detailHigh integrity and professionalism • High School education or equivalent • Understands, utilizes and embraces new technology and its implementation into our operation • A positive, joyful, upbeat and energetic attitude – leading by example • Ability to train on-site in Greater Boston or Tysons Corner, VA OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE • Minimum 2 years’ experience working as an Entertainment Venue, Restaurant or Bar Manager or equivalent in a high-volume entertainment and/or food & beverage business • Relevant Education: B.S. in Hospitality Management, or other related degree • ServSafe, Allergen and ChokeSaver Certifications 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" Level99 is an E-Verify employer.