Our client is seeking a dynamic, hospitality-driven General Manager to lead the daily operations of a premier experiential entertainment venue in Washington, DC. This individual will be responsible for overseeing all aspects of venue performance, including guest experience, team leadership, financial results, operational excellence, and business growth.

The ideal candidate is an energetic leader with a strong background in hospitality, entertainment, attractions, or experiential retail who thrives in a fast-paced environment and is passionate about creating memorable guest experiences.

Key Responsibilities

Operations Leadership

• Oversee the day-to-day operations of the venue, ensuring seamless execution across all departments.
• Maintain the highest standards of safety, cleanliness, service, and facility presentation.
• Develop and implement operational policies, procedures, and best practices.
• Ensure compliance with all local, state, and federal regulations.

Guest Experience

• Champion a culture of exceptional customer service and hospitality.
• Monitor guest feedback and proactively resolve concerns.
• Create an engaging and welcoming environment that drives repeat visitation and positive reviews.
• Continuously identify opportunities to enhance the guest journey.

Team Leadership & Development

• Recruit, train, coach, and develop a high-performing team.
• Foster a positive, inclusive, and accountable workplace culture.
• Manage scheduling, labor planning, and staff performance.
• Conduct regular performance evaluations and support professional growth initiatives.

Financial Management

• Own venue profitability and financial performance.
• Develop and manage operating budgets, forecasts, and expense controls.
• Monitor revenue trends, labor costs, and key performance indicators.
• Identify opportunities to increase revenue and improve efficiency.

Sales & Revenue Generation

• Partner with marketing and events teams to drive attendance and revenue growth.
• Support initiatives related to corporate events, private functions, group sales, and community partnerships.
• Analyze business trends and develop strategies to maximize performance.

Facility & Vendor Management

• Oversee facility maintenance and ensure a safe operating environment.
• Manage relationships with external vendors, contractors, and service providers.
• Coordinate preventative maintenance and capital improvement projects as needed.

Qualifications

• 5+ years of management experience in hospitality, entertainment, attractions, retail, museums, cultural venues, or related industries.
• Proven track record of leading large teams and managing high-volume operations.
• Strong financial acumen, including budgeting, forecasting, and P&L management.
• Excellent leadership, communication, and problem-solving skills.
• Experience delivering exceptional guest experiences in a customer-facing environment.
• Ability to thrive in a fast-paced, dynamic setting with evolving business needs.
• Proficiency with POS systems, scheduling platforms, and operational reporting tools.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.

Preferred Experience

• Experiential entertainment venues
• Museums or cultural attractions
• Immersive experiences
• Hospitality and food & beverage operations
• Event-driven environments
• Retail or ticketed attractions

What Success Looks Like

• Consistently exceptional guest satisfaction scores
• Strong employee engagement and retention
• Achievement of revenue and profitability goals
• Efficient and compliant venue operations
• Growth in attendance, memberships, events, and community partnerships

This is an exciting opportunity for a strategic, hands-on leader to oversee a unique destination and deliver world-class experiences while driving operational and financial success.