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, and is opening in Tysons, VA, West Hartford, CT, and Disney Springs, FL. 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 West Hartford, CT - opening in 2025!
DESCRIPTION
The Level99 team is seeking a Director of Operations for our upcoming opening at Corbin's Corner in West Hartford, CT, who will be responsible for ensuring a best-in-class customer experience for nearly 300,000 guests per year by managing daily operations of both our full-service, scratch kitchen, restaurant and entertainment venue which combined span over 40,000 square feet. The Director of Operations will lead a team of 100+ associates and deliver exceptional financial results via their commitment to detail and ability to work across all levels of the Level99 organization.
A successful candidate will not only be a strategic business leader, but will also 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 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.
A Level99 Director of Operations has honesty and personal integrity that is above reproach, prefers a joyful and positive approach to challenging situations, chooses humility over the need to “be right,” and in all things acts as though they are the Owner and Operator of their venue.
RESPONSIBILITIES
Lead, direct and manage all aspects of day-to-day venue operations including ensuring a customer-first experience and developing / managing all team members (scheduling, compliance, standards/performance, and policies).
Lead the management and improvement of the financial performance of the unit executing a cadence of daily, weekly, and period-frequency projects ensuring operating standards are maintained concurrently (eg sales forecasting, scheduling, inventory, local vendor relations, etc)
Ensure best-in-class hospitality experience and team member satisfaction.
Monitor and develop team member performance, particularly the leadership 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 100+ individuals at the venue.
Oversee service quality, operational efficiency, guest satisfaction, standards compliance and service and financial measurements.
Support the development and lead the execution of the Level99 operations playbook, ensuring standards are consistently upheld across venues.
Identify operational performance, productivity and efficiency gaps and implement measures to correct those deficiencies and communicate learnings across the organization for consistency and best-in-class operations.
Travel (as necessary) between venues and to the Support Center to enhance overall team collaboration, leverage learnings and best practices, and drive the overall success of Level99 Corbin's Corner.
Other duties, as assigned
MUST-HAVE SKILLS
Minimum 15 years of progressive growth in the hotel, entertainment, or restaurant industries
Multi-unit operations, or multi-discipline (within a single, large format unit), experience
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 Natick, MA
OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE
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
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.
