Summary
This is one of those roles where leadership is visible the moment you walk through the doors. You will be running a high-energy, family-focused entertainment destination in London, Ontario where weekends are full, birthdays are big, and the pace rarely slows down. It is a place built around movement, laughter, groups, and constant activity… and it only works when the operation behind it is tight, consistent, and well led.
As General Manager, you are the person who brings it all together. You set the standard for how the team shows up, how guests are treated, and how the business performs day to day. You are equally comfortable on the floor supporting a rush as you are reviewing the numbers, adjusting labour, or coaching a supervisor through a busy shift. This is a role for someone who likes being close to the action. Someone who understands that in a business like this, culture is not built in meetings… it is built in the moment-to-moment decisions happening all day long. You will be accountable for both the guest experience and the commercial performance of the site. That means driving revenue, protecting margins, building a strong team, and making sure the operation feels organized even when it is at its busiest.
Description
Operational Leadership
- Oversee the full day-to-day operation of a high-volume family entertainment venue
- Lead from the floor, ensuring strong visibility during peak guest periods
- Maintain consistency across guest flow, attractions, cleanliness, readiness, and service standards
- Build structure and routines that keep the business stable through high-demand periods
Guest Experience & Community Engagement
- Own the full guest journey from booking inquiry through to departure
- Take responsibility for all guest communication related to parties, group bookings, and on-site support
- Ensure every interaction is handled quickly, clearly, and with care
- Build strong community connections with schools, youth groups, and local organizations to drive repeat business
- Reinforce a culture where guest experience is shared across every team member
Revenue & Commercial Performance
- Drive revenue across admissions, group bookings, birthday parties, and in-venue experiences
- Identify opportunities to grow attendance through local outreach and community activation
- Monitor performance trends and respond quickly to improve peak and off-peak performance
- Manage full P&L accountability including revenue, labour, and controllable expenses
Leadership & Team Development
- Recruit, train, and develop a large frontline team including seasonal and part-time staff
- Create a positive, high-energy culture with clear expectations and consistent coaching
- Develop supervisors into strong internal leaders who can support day-to-day execution
- Build retention through engagement, recognition, and hands-on leadership
- Address performance issues directly while maintaining fairness and professionalism
Financial & Operational Discipline
- Manage scheduling and labour to match business demand and protect margins
- Maintain accurate daily reporting and operational controls
- Ensure cash handling and reconciliation processes are followed consistently
- Support budgeting and forecasting with practical operational insight
Safety & Standards
- Maintain strict adherence to all safety procedures and operational compliance requirements
- Ensure all attractions and guest areas are operating safely and consistently
- Promote a proactive safety culture across the entire team
- Address risks quickly and reinforce standards through daily leadership presence
Requirements
- 5+ years of leadership experience in hospitality, recreation, entertainment, QSR, or similar high-volume environments
- Proven ability to lead large frontline teams in fast-paced, guest-facing operations
- Strong commercial acumen with experience managing revenue and labour performance
- Hands-on leadership style with a strong presence on the floor
- Ability to coach, develop, and retain frontline and supervisory talent
- Comfortable working in highly active, unpredictable environments
- Strong organizational discipline and attention to detail
- Experience in safety-focused operations is an asset
Corporate Culture
- Competitive base salary plus performance bonus - $65,000–$70,000
- Full benefits package
- A highly visible leadership role with direct impact on guest experience and business performance
- The opportunity to run a well-known, community-driven entertainment destination
- A fast-moving environment where leadership is active, not theoretical
- Long-term growth potential within a growing organization that values strong operators and strong culture builders