Director of Operations (General Manager)

About Puttshack:

Headquartered in Chicago, IL, Puttshack USA opened its first location in 2021 as an upscale, tech-infused mini golf experience that appeals to everyone. More than just indoor mini golf, Puttshack leans on its ground-breaking technology to elevate the game while also serving world-class food and full bar in a cool environment. The Puttshack experience is really all about having fun – and doing something fun – together.

Working at Puttshack:

At Puttshack, we take fun to the next level. We’re a fast-growing team of talented, hands-on go-getters who take pride in the work we do – and have a blast doing it. If you’re a mover and shaker who sets the bar high and loves the thrill of building something amazing, you’ll fit right in. We’re always on the lookout for the best people to join our growth journey. We are creative thinkers and even better do-ers; so if you’re inspired by new ideas and love bringing them to life, then we have the perfect canvas for you!

Our Purpose is to bring everyone in to play. Puttshack has the power to bring together people of all generations– the experience is inclusive, accessible, and an all-around great time. We are always looking for ways to bring a sense of belonging to our associates and guests alike.

Position Summary:

Reporting into the Regional Director of Operations, the Director of Operations will lead a team of associates and be responsible for overseeing the overall operations of their assigned Puttshack venue location. This role manages a multi-faceted, high volume, full-service bar & restaurant, and event space, with multiple tech-enabled miniature golf courses. As the most senior leader at the venue, you will be a Brand Ambassador and champion the Puttshack culture to ensure operational excellence and exceptional guest services at every step within the venue. The Director of Operations will be accountable for team leadership and development, achieving business objectives across operations, financials, guest satisfaction, and venue performance that adheres to the company’s standards and values.

Key Responsibilities:
1. Operational Leadership:

• Manage day-to-day operations across all areas of the venue, including game & technology, food & beverage, and overall environment.
• Optimize operations within the venue to meet and exceed key metrics to enhance efficiency, profitability, and guest satisfaction.
• Uphold company policies, processes, procedures, and standards to adhere to compliance and business objectives.
• Manage all systems and reporting within the venue, including scheduling & timekeeping tools, cash handling, inventory, POS, reservation system, Puttshack technology, guest satisfaction, etc.
• Work with onsite game technicians and other cross-functional teams to trouble-shoot technology within the courses or other areas of the venue.
• Manage and oversee the purchasing of products/inventory across all areas of the venue.
• Manage sales events team for all special events and group sales.

2. Financial Management:

• Manage budgets and forecasts, analyze financial reports, and implement effective strategies to control costs, maximize revenue and spend per visit, and achieve overall financial targets.
• Drive financial success by identifying cost savings opportunities, as well as sales/marketing strategies to increase revenue through enhanced service
  delivery, promotions, and special events.

3. Team Development and Management:

• Hire, train, and develop a large team of salaried and hourly associates.
• Maintain proper staffing levels and manage associate schedules.
• Partner with Talent Acquisition to identify, attract, and hire top talent across venues, with an emphasis on key Leadership roles such as Assistant DOs, Office Managers, Hospitality Managers, Sales Office, and Shift leads.
• Collaborate with Talent and Training teams to ensure a positive and effective onboarding and training program for all venue associates
• Foster a positive and inclusive work environment that promotes teamwork and associate engagement.
• Drive accountability and consistency by conducting regular performance evaluations and providing constructive coaching and feedback.
• Partner with Human Resources to increase associate engagement, minimize turnover, resolve conflict, and address associate relations issues within the venue.

4. Guest Experience:

• Champion the Puttshack brand by ensuring a consistent and exceptional guest experience across all areas of the venue.
• Monitor guest feedback through online reviews, surveys, third-party shoppers, etc. and implement improvements based on insights.
• Develop and maintain strong relationships within the community and key stakeholders, including guests, partners, and vendors.

5. Compliance and Safety:

• Ensure all locations comply with health and safety regulations within a food & beverage environment, and oversee all inspections, audits, etc. accordingly.
• Implement and monitor safety protocols to minimize risk and ensure a safe environment for guests and associates.
• Address and resolve any operational or safety issues promptly.
• Ensure the venue operates according to all local, state, and federal employment laws and regulations, including wage & hour, health, & safety.

Required Skills and Experience:

• Minimum of 10 years of experience within a high-volume food & beverage, hospitality, and/or social entertainment venue with $10MM+ in sales, including at least 8 years of experience as senior level leader managing and leading large teams of salaried and hourly employees.
• Proven track record of driving operational excellence and managing P&L to achieve financial targets.
• Strong knowledge and understanding of food & beverage operations, including full-service from-scratch kitchen and bar.
• Strong leadership skills with the ability to motivate and manage a diverse team, with a passion for teaching and training.
• Excellent communication and interpersonal skills.
• Tech savvy and willingness to learn new systems and tools.
• Proven experience managing change
• Flexible availability to work evenings, weekends, and holidays, as well as occasional travel.
• This position must pass a post-offer background check.

Preferred Skills and Experience:

• Experience within a high-growth start-up, including building and implementing SOPS, programs, and policies from scratch.
• Servsafe or Department of Health certification a plus
• Bachelor’s degree in related field, hospitality or business management preferred

Physical Requirements:

• Physical activities on a continuous basis, frequent use of telephone/video conferencing and write or use a keyboard to communicate through written means.
• Frequent walking, bending, sitting, and occasional lifting to 50 lbs. may be required.
• The noise level in the work environment is typically moderate to high.
• The physical demands described above are representative of those that must be met by an associate to successfully perform the essential functions and responsibilities of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and responsibilities.

Benefits:

We have a guest service mindset and treat our associates the same way, offering our full-time associates:

• Paid PTO
• Health insurance: medical, dental, and vision
• Life Insurance & Disability Insurance
• 401K
• 50% off Food & Beverage
• Free Mini Golf
• Paid Parental Leave

At the intersection of entertainment and hospitality, Puttshack is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family status, citizenship, genetic information, and veteran status) in its application and hiring processes and in its employment decisions. As an affirmative action employer, Puttshack also takes steps to prevent retaliation and create a respectful, equitable, and inclusive environment for our Associates, Guests, and Vendors.

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