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$90k–$105k/yr
Full-time
Posted just now
~40 hrs/week
Responsibilities
The Territory Operations Leader oversees multiple Family Entertainment Group locations to ensure operational excellence, guest satisfaction, and strong business performance. This role involves managing P&L, labor costs, and talent development while maintaining brand standards across the assigned territory.
Requirements
Candidates must have 5+ years of multi-unit management experience in retail, hospitality, or entertainment. A proven track record in financial management, team leadership, and the ability to travel frequently within the territory are required.
Full job description
Description
At Family Entertainment Group (FEG), we bring families and friends together through fun, memorable experiences. As a Territory Operations Leader, you will oversee multiple FEG locations, ensuring exceptional guest service, operational excellence, and strong business performance. This role requires a hands-on, people-focused leader who excels in hospitality, team development, and driving results across multiple sites.
Key Responsibilities
Multi-Unit Leadership
Lead operations across a defined geographic territory of Family Entertainment Centers, ensuring alignment with FEG brand standards and cultural expectations.
Establish and reinforce best practices in guest service, operational execution, and facility excellence.
Talent Development & Engagement
Recruit, coach, and develop General Managers and site-level leadership.
Use employee engagement data and field insights to improve culture, team morale, and retention across the territory.
Recognize and reward high performers; support underperforming teams with coaching and accountability plans.
Operational Execution
Ensure daily excellence in staffing, scheduling, safety, cleanliness, and the functionality of all games and attractions.
Conduct frequent site visits to inspect conditions, engage with team members, and model frontline leadership.
Maintain a visible leadership presence and open lines of communication with your teams—both in-person and through digital check-ins
Responsible for the knowledge, management, and analysis of data related to equipment performance, payouts, and other key metrics within the locations assigned to a TOL
Labor & Payroll Management
Manage labor as a controllable cost by using forecasting tools, weekly schedules, and traffic trends to staff appropriately.
Monitor payroll weekly to ensure alignment with revenue expectations and budget targets.
Coach General Managers to make proactive adjustments based on seasonality, performance, and business conditions.
Financial Stewardship
Own the P&L for your territory, analyzing revenue trends, expense controls, and profit opportunities.
Develop and execute action plans to hit or exceed financial targets.
Track and respond to KPIs across all locations, ensuring transparency, urgency, and continuous improvement.
Guest Experience Champion
Champion a guest-first mindset at every location. Review guest feedback, mystery shop results, and site performance to raise the bar on service, safety, and cleanliness.
Hold teams accountable for delivering the kind of experience that earns loyalty and repeat visits.
Compliance & Safety
Ensure all locations meet safety, health, licensing, and labor law requirements.
Conduct site audits and support GM-led emergency preparedness efforts.
Strategic Partnership & Initiatives
Collaborate with executive leadership on new initiatives, marketing activations, and regional events that drive traffic and revenue.
Share field intelligence and business trends to help shape operational strategy at the corporate level.
Requirements
5+ years of multi-unit management in retail, hospitality, entertainment, or attractions
Proven track record of building and leading high-performing teams
Strong financial acumen with direct experience managing labor, payroll, and full P&L responsibility
Ability to interpret engagement data and take action to improve culture and performance
Hands-on leadership style with strong presence in the field
Excellent communicator, coach, and business operator
Willing to travel frequently within assigned territory
Apply now to join our growing team and help us create memorable experiences in our locations.
Family Entertainment Group is an equal opportunity employer.
Game room & arcade operations, attraction management & development for resorts, casinos, theme parks, waterparks & more.
Industry
Entertainment
Company size
501-1,000 employees
Founded
2004
Headquarters
Itasca, Illinois
LinkedIn followers
5,357
Family Entertainment Group (FEG) is a premier provider of arcade and family entertainment solutions, specializing in game room operations, arcade management, attraction design, and development. Since 2004, we’ve owned, operated, and managed high-performing game rooms and attractions across the U.S., partnering with resorts, hotels, casinos, waterparks, family entertainment centers (FECs), amusement parks, movie theaters, restaurants, retail destinations, and more.
We combine hands-on operating experience with integrated management systems, data-driven decision making, and best-in-class equipment to maximize revenue, optimize game mix, and keep guest experiences fresh. Our teams handle everything from concept and layout to daily arcade operations, guest service, prize merchandising, and reporting—so our partners can stay focused on their core business.
As a recognized leader in the amusement and entertainment industry, top manufacturers and distributors rely on FEG as a test bed for new games and technology, giving our partners early access to exclusive equipment and unique first-to-market attractions.
FEG is also the creator of the Human Crane Experience—a giant live-action crane game where guests step inside the machine and become the claw—showcasing our commitment to immersive, one-of-a-kind attractions that drive guest engagement and repeat visits.
Offices: 1265 Hamilton Parkway, Itasca, Illinois 60143, US
Entertainment OperationsConsultingAcquisitionsFamily Entertainment Centersamusement placesResort EntertainmentArcade OperationsFamily EntertainmentTourist AttractionsGameroom
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