General Manager

Position : General Manager Playscape

Location : 30 Dean Park Scarborough ON

The General Manager will oversee the set-up and day-to-day operations of a vibrant and multifaceted Playscape offering bowling, arcade games, a full-service restaurant, and bar. This position requires a dynamic leader to ensure smooth and efficient operations while delivering exceptional customer service. The General Manager will be responsible for driving profitability, managing a diverse team, overseeing safety and quality standards, and promoting the overall brand of the Playscape.

Key Responsibilities :

1. Operational Leadership :

Oversee all daily operations, including bowling, arcade, restaurant, and bar, ensuring high standards of service, cleanliness, and safety are maintained across all areas.

Develop and enforce operational policies and procedures that optimize efficiency, reduce costs, and enhance the customer experience.

Ensure that all activities within the playscape, including food and beverage services, entertainment, and gaming, run smoothly and according to schedule.

Monitor daily activities and address operational challenges in real-time to maintain a positive and efficient environment.

2. Staff Management and Development :

Recruit, hire, train, and manage all staff, including bowling attendants, arcade operators, servers, bartenders, kitchen staff, and maintenance teams.

Conduct regular performance evaluations and provide feedback, coaching, and training to promote professional growth.

Build a strong team culture based on collaboration, accountability, and customer-centric values.

Create staff schedules to ensure optimal coverage during peak periods (weekends, holidays, and special events).

Ensure employees adhere to company policies, health and safety standards, and provide exceptional customer service.

3. Customer Experience and Service Excellence :

Lead efforts to deliver a memorable and engaging customer experience by promoting friendly, efficient, and high-quality service at all touchpoints.

Respond to customer feedback, concerns, and complaints with professionalism and efficiency to maintain positive customer relations.

Implement customer loyalty programs, special promotions, and seasonal events to enhance the guest experience and drive repeat business.

Develop and execute strategies to enhance guest satisfaction, ensuring a family-friendly, fun, and safe atmosphere.

4. Financial Management and Profitability :

Oversee the financial operations of the playscape, ensuring profitability through effective budget management and cost control across all areas (bowling, arcade, restaurant, and bar).

Analyze financial reports, track KPIs, and implement strategies to meet or exceed revenue and profitability goals.

Manage inventory and ordering processes to minimize waste and ensure adequate stock levels.

Collaborate with the finance team to develop pricing strategies for services and products (bowling lanes, arcade games, food, and drinks).

Ensure compliance with financial regulations, including handling cash management and financial reporting.

5. Marketing and Promotion :

Develop and implement marketing strategies to attract new customers, including digital campaigns, local promotions, social media engagement, and partnerships with local businesses.

Plan and oversee special events, tournaments, and themed nights to increase foot traffic and customer engagement.

Coordinate with the marketing team to maintain the playscape's brand identity and presence in the community.

Use customer feedback and market research to develop targeted promotional offers, discounts, and loyalty programs.

6. Facility Maintenance and Equipment Management :

Ensure the bowling lanes, arcade machines, restaurant, bar, and other facility equipment are regularly maintained and in excellent working condition.

Oversee routine maintenance schedules and handle any issues with equipment, either by coordinating internal staff or managing vendor relations.

Ensure the facility meets all safety, health, and legal standards, including accessibility