General Manager
hace 1 día
New York
Job Description LOCATION: New York, NY (SoHo), on site. Nights, weekends and holidays expected DEPARTMENT: Operations, Site REPORTS TO: Regional Director of Operations DIRECT REPORTS: Assistant General Manager(s), Facilities & Maintenance, Food & Beverage and Retail, and through them the full site team KEY PARTNERS: Brand Standards & Excellence, Learning & Development, People (HR), Finance, Marketing, Creative, Supply Chain, Retail and F&B EMPLOYMENT: Full-time, exempt COMPENSATION: $130,000 to $150,000 base, plus annual bonus and stock options WHO WE ARE Museum of Ice Cream is an inclusive & immersive brand, designed to captivate your sweetest fantasy and sugar-filled daydreams online and IRL. At Museum of Ice Cream, we invite you to believe in the magic of creativity, to remind you that inclusive spaces do exist, and to show you that childlike wonder is worth savoring. In our world, ice cream is the agent of change and the vehicle to ignite the creative spirit that lives in all of us. Fueled by the power of imagination, MOIC is a universe of possibilities with tons of room for you to explore. ABOUT THE ROLE We are looking for a General Manager who runs the museum with an owner's mindset. You are accountable for your site's results, in partnership with your Regional Director of Operations: its people, its P&L, its operations and the quality of the show every guest sees. Our sites run a lean management model. A small core leadership team leads a team of Ambassadors, Leads and flexible support. That means fewer managers on site, and each one has to be excellent. Your job is to build that team, set the bar, and hold it. This role is for someone who has already done it. You know what great hospitality looks like without being taught. You read a P&L and know what to fix by Friday. You will not let a broken show moment, a sloppy handoff or an underperforming manager slide, even when it is uncomfortable to say so. Our brand standards, show standards and People policies are the same at every museum. Your job is to deliver them without exception. WHAT YOU OWN You make the day-to-day calls for your site, within the plan, budget and standards set with your Regional Director of Operations, and drive change in its best interest. Your Regional Director of Operations provides multi-site oversight, audits and coaching, and steps in for support when needed. • Site P&L: Revenue, labor, cost of goods, retail inventory, shrink, waste and controllable expenses, • Site team: Lead hiring, promotion and performance for your site team, including managers, within approved headcount and in partnership with your Regional Director of Operations and People Team, • Daily operations: Show, Service, F&B, retail, events and Facilities & Maintenance, • Standards: Running your site to company brand, show and service standards and People policies, and acting when your team falls short., • Business plan: An annual site plan, plus a corrective plan any time the site is off target You partner with central teams (People, Finance, Marketing, Creative, Supply Chain, Facilities, Brand Standards & Excellence, Learning & Development) and use them as resources. PEOPLE: BUILD A TEAM OF LEADERS Your success is measured by the strength of the leaders you develop and grow. • Hire, develop and hold accountable a lean management team (AGMs, Facilities, Managers on Duty) that can run the floor without you, • Set clear expectations for every manager, coach weekly, and document performance, • Act quickly on underperformance with a clear plan and timeline, partnering with our People Team. You hold the highest standards for your team., • Build a bench: identify and develop Leads and Ambassadors into future managers so the site is never one resignation away from a gap, • Hold managers accountable for holding their teams accountable. A standard ignored by a manager is a manager problem, • Partner with Learning & Development so every team member is trained and certified on the standard, • Own site schedules, labor planning and payroll accuracy, and stay compliant with wage and hour law and company People policies, • Drive retention and engagement (eNPS, turnover, internal promotion rate) through culture, recognition and real growth paths, • Lead change: roll out new processes and structures with your team bought in, not worked aroundPROFIT: RUN IT LIKE YOUR BUSINESS You own the site P&L and you know where every dollar goes. • Read the P&L weekly and explain every material variance to budget without being asked, • When the site is off target, build and present a recovery plan to your Regional Director of Operations: the gap, the levers, the owner, the date, • Forecast revenue and labor weekly, and staff to demand. Labor as a percent of revenue is a number you manage daily, • Grow per-capita revenue across admissions, F&B, retail, private events and add-ons. You lead the team in sales, not just track it, • Find and eliminate waste: product waste, over-prep, comps, voids, overtime and unused vendor spend, • Control shrinkage: run inventory counts, reconcile variances, and fix root causes in receiving, storage, portioning and cash handling, • Manage controllable expenses and vendors against budget, and push back on spend that does not pay back, • Partner with Finance on the annual budget and own the site's commitments in itPROCESS: MAKE IT RUN WITHOUT YOU You build the systems that make excellence repeatable on every shift, not just the ones you work. • Run the site on a clear operating rhythm: daily pre-shift, weekly management meeting, weekly scorecard review, monthly business review, • Own your site health scorecard results and close every gap with an owner and a date, • Make sure opening, closing, station and quiet-time checklists are followed and audited, and fix the process when they are not, • Lead inventory and ordering discipline: par levels, counts, receiving, FIFO, storage and reorder, • Keep Facilities & Maintenance ahead of problems with a preventive maintenance plan, so guests never see a broken experience, • Own safety, sanitation and compliance: health inspections, food safety, alcohol service, OSHA and incident documentation. No surprises on inspection day, • Spot inefficiencies in labor deployment, workflow and layout, and redesign them, • Use data (POS, labor, inventory, guest feedback) to make decisions, and teach your managers to do the samePRODUCT: PROTECT THE SHOW The guest experience is the product. You treat every room, every treat and every interaction as part of a show with no off nights. • Know what great hospitality looks like and coach it in the moment, on the floor, every day, • Hold zero tolerance for show and brand standards falling short: performance energy, scripts, room resets, cleanliness, treat quality and visual standards, • Walk the museum daily as a guest would, and fix what you see before a guest does, • Hold managers and Ambassadors to the standard. When someone, including a manager, is not performing, you address it that day, • Monitor guest satisfaction (reviews, NPS, complaints) and turn feedback into specific fixes with owners, • Deliver VIP, private event and partnership experiences flawlessly, • Partner with Creative and Marketing on new rooms, seasonal moments and activations, and make sure they land on the floor as designed Museum of Ice Cream is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable federal, state or local law. Requirements Must haves • 7+ years of progressive leadership in high-volume hospitality: hotels, restaurant groups, theme parks, live entertainment, experiential or luxury retail, • 3+ years as the top leader of a high-volume site or business unit with full P&L ownership. $10M+ in annual revenue preferred, • A track record of building management teams: managers you hired or developed who were promoted, and underperformers you moved out, • Proof you have turned around a site or business line that was missing targets, with numbers to show it, • Experience running a site to company-wide standards and policies in a multi-unit organization, • Hands-on experience controlling labor, cost of goods, inventory, waste and shrink, • F&B operations experience, including food safety and alcohol service, • Comfortable with POS, inventory, scheduling and timekeeping systems, plus Google Workspace and Excel or Sheets, • ServSafe Manager and TIPS (or equivalent), or able to obtain within 30 days, • Available to work nights, weekends and holidays, the times our guests visitNice to haves, • Experience opening a new site or leading a site through a major change, • A background in an immersive, theatrical or show-driven environment, • Degree in hospitality, business or a related fieldThis is not the role for you if, • You need a playbook for every decision, • You prefer to keep the peace over holding the standard, • You would rather write your own rules than run to the company standard, • You manage the numbers from a back office instead of from the floor Benefits • Medical, dental and vision insurance, • 401(k), • PTO, plus an additional week off and a stipend after five years, • Pre-tax commuter account, • Stock options, • Annual Pink Ball (yes, it is pink-tie themed), • Unlimited ice cream and break room snacks, • 16 free museum tickets per year for friends and family, and free entry for you, • 50% off retail products
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