General Manager; Private Event Venue

The Arena General Manager (GM) is the senior site leader for Wonderfly Arena Arbutus, responsible for delivering premium, private-event experiences while maintaining operational excellence, facility standards, and profitability. The GM regularly serves as the Manager on Duty (MOD) during events and is accountable for the full-time management responsibilities that keep the location running—staffing, training, scheduling, facility upkeep, inventory, administrative and financial controls, guest acquisition support, and building scalable systems.

Key Focus Areas:

• Event & Client Leadership: provide exceptional guest experience during events and ensure smooth execution
• Staff Leadership & Culture: hire, train, coach, and build a strong Lead/MOD bench
• Safety & Facility Standards: keep the space safe, clean, organized, and event/guest-ready
• Operational & Financial Discipline: manage inventory, purchasing, scheduling, reporting, and accountability systems
• Systems & Growth: improve processes, consistency, and long-term performance

What Success Looks Like:

• Event Hosts feel supported and confident because leadership is visible, proactive, and solution-oriented during events.
• Events run smoothly with strong floor presence, clear roles, and consistent coaching.
• Safety issues are prevented early; incidents are handled calmly, correctly, and documented.
• Facility is consistently clean, stocked, and guest-ready; issues are caught early and resolved quickly.
• The team is staffed appropriately and developed over time (Trainee → Coordinator → Lead → MOD pipeline)
• Purchasing, staffing, and operational decisions support profitability and premium service standards.

Key Responsibilities:

• During events, serve as the primary point of contact for party hosts, vendors, and guests; address questions, concerns, and special needs or concerns.
• Manage event flow: circulate event areas frequently, coordinate staff coverage, and troubleshoot issues in real time.
• Maintain premium, personalized service—proactively resolve concerns and protect Wonderfly’s reputation.
• Floor Presence Standard: remain visible and available on the floor; do not operate primarily from the office behind closed doors.
• Conduct onsite pre-event walkthrough meetings for special events with clients and vendors to confirm logistics, timelines, and floor plans.
• Oversee event planning: pre-event calls, specialty supplies, inventory readiness, staffing, staff BEO preparation, event timelines, and floor plans.
• Support setup and breakdown: lead pre-event briefing, confirm cleanliness/safety/event-readiness, run post-event debrief, and ensure reset procedures are completed.
• Handle customer payments, waivers, and last-minute changes as needed; escalate exceptions using company policy and leadership guidance.

• Foster a positive, energetic culture aligned with The Wonderfly Way.
• Recruit, hire, onboard, train, and mentor event staff (Coordinators, Leads, MODs).
• Continually refine learning systems for onboarding, training progression, accountability, growth, and retention.
• Supervise staff during events and provide real-time coaching and feedback.
• Conduct ongoing performance reviews and document key coaching notes and trends.
• Develop and implement staff recognition and bonus programs tied to performance and event success.
• Plan and lead monthly staff meetings; ensure training topics align with guest experience goals and operational standards.
• Own staffing schedules for events, ensure reliable coverage, and manage attendance/accountability issues (lateness, no-shows, dropped shifts).

• Ensure safety and security protocols are consistently enforced with staff and during events.
• Oversee daily site operations: mail/packages, daily cleaning and laundry needs, inventory ordering, and vendor relationships.
• Monitor and report facility repairs and coordinate with contractors as needed; track repair priorities to completion.
• Monitor upkeep and repairs for gaming equipment and supplies; remove unsafe equipment from service immediately.
• Schedule monthly facility walkthroughs to maintain…