General DescriptionAs General Manager, you will: Develop strategies and tactics to grow revenue; engage with your local market to drive awareness of iFLY; own and maintain a safety-first culture; deliver an unparalleled customer experience and pull all levers to meet/exceed your tunnels EBITDA budget.
Your effective leadership will foster a collaborative atmosphere where all employees feel included and contribute to our company's success.
You will inspire your team consisting of Operations Manager, Lead Instructor, Instructors, Customer Service Representatives, Keyholders and STEM educators to develop and grow to their full potential.
You will embody, create, and support an environment that exemplifies the iFLY Core values: SOAR
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Safety First - Commitment and continuous investment in Safety
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Outrageous Passion - Striving for excellence in all things iFLY
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Accountability - Do what we say we'll do (See it, Own it, Solve it)
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Respect - Embrace our differences and treat one another how we want to be treated
Duties and ResponsibilitiesDaily Operations:- Act with an owner/operator mindset, driving operational excellence and team performance to maximize business results
- Oversee and manage the day-to-day operations of the facility, ensuring seamless and efficient execution of all activities within the tunnel.
- Ensure the tunnel is always fully staffed.
- Create and manage daily flight and staff schedules to ensure optimal coverage and efficiency.
- Manage inventory control and ordering of supplies to ensure operational readiness.
- Manage and maintain daily reporting, including payroll and operational reports.
- Ensure your tunnel shows as a premium venue - clean, well-maintained, and presentable both inside and outside.
- Grow group events, STEM programs, experience flyers, and other specialty areas of the business.
- Engage in, model, and train your team on selling and guest service skills, focused on delivering an unparalleled customer experience and repeat business.
- Analyze financial results to maximize profitability by monitoring key performance indicators (KPIs) and P&L Statements
- Apply local market knowledge and community partnerships to strengthen revenue and long-term results.
Leadership and Management:- Lead and manage the leadership teams daily operations of the tunnel
- Inspire each team member (Operations Manager, Lead Instructor, Instructors, Customer Service Representatives,
- Keyholders, and STEM Educators) to develop and grow to their full potential.
- Collaborate with the Operations Manager, Lead Instructor and Regional Director to meet/exceed safety audits, EBITDA budget, Net Promoter Score, employee turnover, Instructor productivity and customer referrals.
- Recruit, hire, train, develop and performance manage team members. Hire and develop the best team.
- Define, implement and support continuous improvement processes to enhance operational efficiency.
Safety and Environment:- Uphold and enforce all safety guidelines and standards, ensuring a secure environment for both employees and customers.
- Perform regular safety audits and inspections to proactively identify and mitigate potential hazards.
- Ensure comprehensive and continuous training for all team members on safety protocols and emergency response procedures.
- Respond swiftly and thoroughly to any safety concerns or incidents, maintaining the highest standards of safety.
Work Experience and Education RequirementsWork Experience:- 3-5 years of proven success in General Manager role in a customer-facing industry with direct P&L ownership.
- Proven ability to drive profitability while maintaining safety standards, customer, and team member experiences
- Proficiency in monitoring various business metrics and developing plans to address any gaps
- Proven inclusive leadership and excellent communication skills with the ability to clearly convey objectives and visions while inspiring and guiding a diverse team.
- Strong strategic thinking and decision-making abilities in partnership with senior company leadership.
- Demonstrated success in addressing complex customer issues, considering the impact on customers, employees, and financial outcomes
- Effective critical thinking skills to address issues promptly and effectively
- Experience in talent acquisition, team development and training with proficiency in conducting performance-driven meetings and managing employee recognition and accountability programs
- Competence in delegating tasks and defining roles, with a focus on efficient execution, clarity, and accountability
- A strong commitment to safety and a proven history of enforcing safety standards.
Educational Background:- Bachelor's degree from an accredited university
The Good Stuff- Competitive Salary and performance bonus opportunities
- Medical, dental, vision and supplemental plans
- Paid time off (PTO) and;
- Parental Leave
- Company Holidays
- 401k retirement investment
- Employee Assistance Programs (F2F counseling, financial coaching, legal counseling & mediation services)
- Tuition reimbursement
- Referral bonus program
- Team member discount on retail merchandise and flight packages
- Free flight time for team members and family
- Ongoing training and development program
*This job description is not an exhaustive list of every task this position will be asked or expected to perform. The primary responsibility of all iFLY Team Members is to prioritize their activities based on the needs of the business, coupled with leadership direction. As iFLY continues to grow and evolve, so will the duties of our Team Members.
