General Manager

Job Title: General Manager

Company: Altitude Trampoline Park Franklin

Location: Franklin, MA

 

Job Description

Altitude Trampoline Park in Franklin, MA is seeking a high-performance General Manager to lead all aspects of park operations. This is a hands-on leadership role for someone who knows how to build strong teams, tightly manage costs, grow revenue, and deliver an outstanding guest experience. We are looking for a proven leader – someone who understands that a trampoline park is both an entertainment business and an operational machine that must run efficiently every day. The General Manager is responsible for full P&L performance, operational excellence, team leadership, revenue growth, payroll control, and guest satisfaction. The GM will set the tone for culture, accountability, cleanliness, safety, and service. This role requires a strong operator who can lead from the front while driving measurable business results.

 

Key Responsibilities

Leadership & Team Management

• Recruit, hire, train, and develop a high-performing team
• Lead by example with strong floor presence and visibility
• Set clear expectations and hold staff accountable
• Coach supervisors and shift leaders to develop future managers
• Manage scheduling to maximize productivity and minimize payroll waste

• Anticipate and recognize business opportunities and challenges and lead the team in meeting them
• Lead, manage and hold teams accountable in sales, customer experiences, maintenance, and cleanliness
• Maintain proper employee/employer relations and address any questions in a timely and open manner, including disciplinary actions, recognition and performance evaluations

Financial Performance & Cost Control

• Own full P&L accountability
• Control payroll to targeted labor percentage
• Manage operating expenses and vendor relationships
• Monitor daily, weekly, and monthly financial performance
• Identify and execute strategies to increase revenue and profitability

Revenue Growth

• Drive birthday party bookings and group events
• Execute local marketing initiatives and community outreach
• Upsell party packages and in-park add-ons
• Analyze trends and adjust pricing/promotions as needed

• Create and implement strategies to drive group events, fundraisers, and birthday party bookings
• Respond in a timely fashion to questions and reviews online

Guest Experience & Conflict Resolution

• Ensure the park is meeting and exceeding customers' expectations

• Ensure every guest has a safe, clean, and fun experience
• Provide courteous customer service and respond to customer questions, complaints, or requests
• Resolve any operational or guest experience issues which may occur professionally, calmly, and efficiently
• Turn complaints into loyalty opportunities
• Maintain high online review ratings
• Enforce safety standards consistently and fairly

Operations & Facility Management

• Oversee, manage, and collaborate with the Altitude management team to ensure successful day-to- day operations
• Maintain high standards of cleanliness and organization. Ensure the park is clean and presentable and that any park maintenance issues are completed
• Ensure all attractions are safe, well maintained, and operational
• Oversee daily inspections and maintenance logs
• Ensure regular and proper maintenance of trampoline equipment is performed
• Ensure compliance with safety, health, and brand standards
• Manage inventory, supplies, and concession operations efficiently
• Establish and maintain a safe environment for patrons and staff in and around jumping surfaces, foam pits, and other activity areas
• Ensure opening and closing duties are completed including safety audits, cash deposits, cleaning, and other managerial checklists
• Manage products and pricing in our point-of-sale system
• Assists staff in their job performance during peak activity periods or as required
• Maintain an image of competence and professionalism
• Provide or perform other services or duties as required

 

Qualifications

• 3+ years of management experience (entertainment, hospitality, retail, fitness, family entertainment center, or similar preferred)
• Demonstrated success leading teams of 20+ employees
• Proven experience controlling payroll and operating expenses
• Experience growing revenue and managing to financial targets
• Str