Operations Manager

About Level99

Level99 is an expansive entertainment venue crafted specifically for adults, offering over 50 immersive life-sized mini-games designed for groups of 2-6 players. Each game lasts between 1 to 4 minutes and features diverse experiences such as Challenge Rooms, Player-vs-Player duels, and even an artistic scavenger hunt. Guests’ progress is saved to allow for ongoing rewards and leaderboard advancement. Alongside the games, Level99 provides a full-service bar and an acclaimed restaurant that serves scratch-made dishes, local craft beers, handmade cocktails, and offers various event spaces. With locations spanning Natick, MA, Providence, RI, Tysons, VA, and soon opening in West Hartford, CT, Disney Springs, FL, King of Prussia, PA, Paramus, NJ, and Raleigh, NC, Level99 is supported by Act III Holdings and led by industry veterans including Panera’s founder. For further info, visit www.level99.com.

Role Overview

The Venue Operations Manager at Level99 Disney Springs, FL, will be a vital member of the management team, focused on inspiring and supporting both the staff and guests. This role demands a passionate individual who effectively communicates the vision of delivering impactful guest experiences and exemplary hospitality. The manager collaborates closely with several departments such as Events Sales, Food & Beverage, Merchandise, and Entertainment to ensure seamless operations, while rotating focus periodically among these areas to nurture a comprehensive understanding of venue management.

Key Responsibilities

• Oversee inventory, manage ordering of supplies, and supervise training and team management in assigned areas like Bar, Entertainment teams, Merchandise, or Events.
• Develop staffing schedules ensuring alignment with Level99’s culture and continuously train and grow team capabilities.
• Manage recruitment processes including job postings, budgeting for recruitment, interviewing, hiring, and onboarding.
• Empower team members by fostering peer-to-peer development based on their individual strengths.
• Collaborate with senior operations leadership to develop management and supervisory staff.
• Implement and maintain training programs with Food & Beverage, Entertainment, and Learning teams, supporting peer managers accordingly.
• Coordinate smoothly with the events team to support event operations.
• Maintain comprehensive knowledge of menus, challenge room offerings, company vision, merchandise, and events.
• Lead change management initiatives at the venue, ensuring accurate communication and team alignment.
• Ensure operational excellence on shifts, including routine tasks, facility maintenance, and safety compliance.
• Maintain legal and company policy compliance related to labor, insurance, landlord rules, and more.
• Manage daily cash operations including reconciliation and audits.
• Handle ordering of paper goods and inventory management.
• Other responsibilities as required by the role.

Area-specific Duties

Food & Beverage / Bar

• Recruit, train, and schedule bar, server, cashier, and front-of-house staff.
• Coordinate with Support Center F&B team to assure ordering, inventory, compliance, and quality.
• Set par inventory levels to meet guest needs and collaborate on accurate forecasting.
• Engage with guests and staff positively and address challenges decisively and maturely.
• Show proactive initiative to maintain steady progress and operations.
• Serve as point of contact for Toast POS system coordination.
• Ensure guest safety and strict adherence to food safety standards.

Events

• Lead operational execution of event-related shifts and venue upkeep.
• Understand menus and entertainment offerings thoroughly.
• Assist in developing FOH leadership including supervisors and hourly staff.
• Facilitate communication between event sales and venue teams; maintain event documentation and attendance at planning meetings.
• Train and schedule Event Captains to guarantee full operational event coverage.
• Ensure event checks are accurately reconciled with contracts.
• Maintain up-to-date financial tracking for events.

Entertainment Systems & Merchandise

• Manage daily operations for entertainment spaces ensuring readiness and safety.
• Uphold service, cleanliness, and show quality standards to enhance guest experience.
• Lead safety protocols including emergency preparedness and risk mitigation in entertainment areas.
• Monitor guest flow and venue capacity to guarantee safety and efficiency.
• Handle service recovery and respond to feedback promptly.
• Maintain accessibility standards and coordinate accommodations.
• Oversee merchandise ordering, inventory, and point-of-sale systems.
• Manage staffing with appropriate hiring and scheduling.
• Implement loss prevention strategies.

Entertainment People

• Recruit, train, schedule, and develop entertainment team members for optimal coverage and performance.
• Conduct coaching, reviews, and certifications; enforce standards consistently and fairly.
• Manage disciplinary actions professionally.
• Support recruiting workflows, onboarding, and succession planning.
• Create a positive culture by being approachable and engaged with team and guests.
• Identify opportunities for improvement and drive ongoing operational enhancements.

Essential Qualifications and Attributes

• Flexibility to work varied shifts including days, nights, weekends, holidays, and emergency situations.
• Capable of extended periods of standing, walking, stair climbing, and physical tasks including lifting up to 50 pounds.
• Effective communication skills, both oral and written.
• Strong organizational skills with meticulous attention to detail and professional integrity.
• Comfortable with new technology and its integration into operations.
• Positive, energetic leadership style with leading-by-example mentality.
• High school diploma or equivalent educational background.
• Availability to train onsite at Level99 locations in Greater Boston or Tysons Corner, VA.

Preferred Experience and Credentials

• At least two years in a management role at a high-volume entertainment venue, restaurant, or bar.
• Relevant academic background such as a Bachelor's degree in Hospitality Management or related fields.
• Certifications including ServSafe, Allergen Awareness, and ChokeSaver are advantageous.

Culture and Fit

• Enjoys a positive work atmosphere, exhibiting a calm and fun personality.
• Adaptable to ambiguity and fast-paced, continually eager to learn on the job.
• Detail-oriented with a strong focus on accuracy from the start.
• Energetic, approachable, and driven to complete tasks efficiently.

Additional Information

Level99 is an E-Verify employer, ensuring legal compliance in employment eligibility verification.