Assistant Director of Operations

WHO WE ARE

Level99 is a real-world gaming venue designed for adults, featuring over 50 mental and physical challenges in artistic environments. Games range from ninja warrior obstacle course style challenges to mental logic puzzles, and everything in between. Each challenge is quick—just 1 to 4 minutes—and Players can do the same room over and over again, or they can move on to something new. Like a video game, Players earn rewards, climb the leaderboard, and make progress – each time a Player comes back, the game remembers where they left off.  

Alongside the games, Level99 offers a full-service bar and award-winning restaurant – featuring scratch-cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level99 has locations in Natick, MA, Providence, RI, Tysons, VA, and is opening in West Hartford, CT, Disney Springs, FL, and King of Prussia, PA. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering. Visit www.level99.com for more details. 

Level99 Disney Springs, FL - coming soon!

A successful candidate will execute the strategic initiatives given by the Director of Operations and Support Center,  dive into all of the daily details and be the expert on every role within the organization leading by example day-in, and day-out. The Assistant Director of Operations is responsible for the overall success of the venue: cultivating a team environment that provides our guests with an extraordinary hospitality experience while directing the management team (across food & beverage, entertainment operations, event operations, and maintenance) and ensuring all team members perform at a consistently high level. Our team is highly collaborative, working alongside teammates from multiple disciplines to produce optimal results.

• Lead, direct and manage F&B, Entertainment and Event day-to-day venue operations including ensuring a guest-first experience and developing / managing all operations members (training, scheduling, compliance, standards/performance, and policies).
• Lead the operations team management and adherence to the financial performance of the unit executing a cadence of daily, weekly, and period-frequency projects ensuring operating standards are maintained concurrently (eg scheduling, inventory, local vendor relations, hiring/firing, training, etc)
• Ensure best-in-class hospitality experience and team member satisfaction.
• Monitor and develop team member performance, particularly the operations management team, to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward.
• Recruit, hire and train team members, overseeing the success and development of 75+ individuals at the venue.
• A hands-on operator that will oversee service quality, operational efficiency, guest satisfaction, standards compliance and service and financial measurements.
• Provide insight and feedback of the Level99 operations playbook, while executing it as-written, ensuring standards are consistently upheld across operational swimlanes.
• Identify operational performance, productivity and efficiency gaps and implement measures to correct those deficiencies and communicate learnings to the Director for consistency and best-in-class operations.
• Other duties, as assigned

• Minimum 5 years of high-volume progressive growth in the hotel, entertainment, or restaurant industries
• Deep knowledge of hospitality, entertainment, or restaurant operating systems including sales forecasting,  labor management & scheduling, COGS reporting, invoice management, reservation management, and more
• Strong guest-facing communication and service recovery skills
• Team-first attitude and ability to successfully communicate across all levels of the organization
• Exceptional verbal, written, and interpersonal skills
• Requires strong computer skills and proficiency in Google Suite and/or Microsoft Office specifically Word, Excel, & PowerPoint
• Ability to work a flexible schedule based on business needs which will include days, nights, weekends and holidays as well as emergency responsiveness as required
• Able to work ten hour-plus shifts, plus ability to stand, sit, squat or walk for extended periods of time, walk up and down stairs, and read
• Able to grasp, reach overhead, push, lift and carry up to 50 pounds
• Must possess outstanding organizational and administrative skills, coupled with excellent attention to detail
• Must have the ability to promote positive, fair, and ethical relations with all team members as an ambassador of the Level99 brand
• Compassionate, empathetic, humble, respectful, and kind – very high emotional intelligence
• A reliable car, current driver's license
• Ability to train on-site in Greater Boston or Tysons Corner, VA

• Bachelor’s Degree or above in a related field, or equivalent experience
• Knowledge of a second language, particularly Spanish or Portuguese, a plus
• Experience with new openings for hotels, restaurants, or entertainment establishments
• Experience with Disney properties, a plus

While we don’t expect a candidate to have deep experience in all of the above, we’re looking for someone with the passion and capability to learn quickly in the areas that are new!

YOU MIGHT BE A FIT ON THE LEVEL99 TEAM IF YOU…

• Like to laugh, would be described as a "low maintenance, low drama" person, have a tendency to have a bit of fun while you work

• Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job

• Are just a little bit obsessive about getting the details right the first time

• Have a high energy personality, the kind of person who is typically smiling, and likes to "get it done now"

Level99 is an E-Verify employer.