Multi Site General Manager

Description

About Us

Family Entertainment Group (FEG), is a recognized industry leader in designing, developing, and operating world-class family entertainment centers and amusement experiences. With a commitment to innovation and guest satisfaction, FEG partners with top brands and venues to create memorable experiences for families and guests of all ages. The Company provides turnkey outsourced facility management and arcade operations services for resorts, hotels, casinos, and amusement parks. Additionally, the Company owns and operates standalone family entertainment centers under the In The Game, Max Action, and Bonkers brands. The Company operates nearly 90 locations throughout the U.S.

Position Summary

The Multi-Unit General Manager is responsible for the overall success of multiple FEG locations within an assigned market or portfolio. This role provides leadership and oversight across locations, ensuring consistent execution of operational standards, exceptional guest experiences, strong financial performance, and development of high-performing teams. The Multi-Unit General Manager serves as the primary leader for the assigned locations, coaching and developing location leadership while maintaining accountability for business results. This role balances strategic oversight with hands-on leadership, spending significant time in the field to understand each business, identify opportunities, remove barriers, and ensure company priorities are consistently executed.

Key Responsibilities

Operational Execution & Guest Experience

• Lead and oversee operations across multiple locations, ensuring consistent execution of FEG standards, policies, and operational priorities.
• Establish clear expectations for location leaders and hold teams accountable for operational performance, guest experience, safety, cleanliness, and overall location readiness.
• Champion Optimal Player Conditions across the portfolio by monitoring game uptime, equipment functionality, preventative maintenance, and technical performance.
• Regularly visit assigned locations to assess operations, identify opportunities, coach leaders, and ensure standards are consistently maintained.
• Analyze guest feedback, online reviews, mystery shop results, and operating metrics to identify trends and implement improvement plans.
• Ensure locations maintain safe, clean, organized environments that meet company expectations and applicable regulatory requirements.
• Identify best practices across locations and drive consistent implementation throughout the assigned portfolio.

Team Leadership & Culture

• Lead, coach, and develop General Managers and other location leaders, creating strong leadership pipelines and succession plans across the portfolio.
• Establish clear performance expectations and hold leaders accountable for business results, team engagement, and execution of company priorities.
• Conduct regular 1:1s, business reviews, and leadership meetings with location leaders to review performance, priorities, challenges, and development needs.
• Partner with HR on recruiting, performance management, employee relations, succession planning, and leadership development.
• Build leadership bench strength by identifying high-potential Playmakers and creating meaningful development opportunities.
• Foster a positive, accountable culture rooted in FEG's purpose, values, and leadership expectations.
• Ensure location leaders effectively communicate with, coach, recognize, and develop their teams.

Financial Management & Labor Optimization

• Own the financial performance of the assigned portfolio, including revenue, labor, COGS, controllable expenses, and overall profitability.
• Review location P&Ls and operating results regularly, identifying trends, risks, and opportunities and developing action plans with location leadership.
• Partner with General Managers to establish and execute strategies that improve revenue, profitability, labor efficiency, and operational performance.
• Monitor labor forecasts, scheduling practices, payroll performance, inventory, and controllable expenses across locations.
• Use business data and operational analytics to identify opportunities and make informed decisions.
• Drive accountability for location budgets, forecasts, financial targets, and company KPIs.
• Support local marketing initiatives, events, partnerships, and other revenue-driving opportunities within assigned markets.

Communication, Alignment & Partner Collaboration

• Serve as the primary operational connection between assigned locations and Territory/Regional leadership.
• Cascade company priorities, initiatives, goals, and expectations to location leadership and ensure consistent execution.
• Partner cross-functionally with HR, Tech, Facilities, Marketing, Finance, Learning & Development, and other support teams to address location needs and drive business performance.
• Build strong relationships with venue hosts and strategic partners, ensuring alignment around operational expectations, guest experience, business performance, and shared priorities.
• Participate in territory and regional business reviews and provide clear updates regarding performance, opportunities, risks, and action plans.
• Ensure required operational, financial, HR, safety, and compliance documentation is completed accurately and on time.

Requirements

Qualifications

• Previous experience leading multiple locations, General Managers, or geographically dispersed teams strongly preferred.
• Demonstrated success developing leaders and building high-performing teams.
• Strong business acumen with experience managing P&L's, labor, budgets, forecasts, and operational performance.
• Proven ability to analyze business results, identify performance gaps, and implement effective action plans.
• Strong communication, coaching, organizational, decision-making, and problem-solving skills.
• Ability to balance strategic leadership with hands-on operational support.
• Comfortable working in a fast-paced, evolving environment with multiple competing priorities.
• Proficiency with scheduling systems, POS systems, inventory tools, Microsoft Office, and operational reporting platforms.
• Ability and willingness to travel regularly between assigned locations and work evenings, weekends, and holidays as business needs require.
• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Guest Obsession: A passion for creating amazing guest experiences.
• Fun & Energy: Leads with positivity, playfulness, and passion.

Core Leadership Competencies

• Learns & Adapts – Takes initiative, solves problems, and drives improvement
• Energizes Others– Connects people to purpose, values, and goals
• Accountable: Takes ownership of outcomes. Follows through and delivers results
• Develops Talent – Builds strong teams and drives performance
• Executes with Excellence – Executes with focus, detail, and consistency
• Resilience – helps others stay focused and thrive through change