Site Manager Job at Fever (Madrid)

Job Description

The Experience Site Manager role is responsible for end-to-end management of our experience site in Madrid, which will feature unique experiences housed within the same venue. You will be the business owner and accountable for ensuring world class operational execution, exceptional customer service, and financial efficiency.

Job Responsibility

Lead the day-to-day operations of the venue, ensuring the highest service quality and guest satisfaction
Manage, schedule, and delegate responsibilities to on-site staff
Ensure daily staff timecards and staff reports are accurate
Run different sessions themselves during the week, setting an example for the on-site staff
Ensure all experiences run smoothly and on time with minimal disruptions
Maintain show elements, equipment, and overall facility cleanliness and readiness, arranging service calls when needed
Coordinate and manage end-to-end execution of corporate and private events, from inbound requests and bookings to execution
Implement and uphold safety procedures to protect guests and staff
Oversee compliance with all local, state, and federal regulations and requirements
Complete detailed daily show reports to provide to the Production Company highlighting actions needed and taken on site, and complete incident reports, as needed
Manage an efficient operations budget, tracking costs, staffing, maintenance, and consumables
Prepare and deliver regular and accurate performance and budget reports to the Fever management team
Proactively identify and implement cost-saving strategies while maintaining an exceptional customer experience
Assess key business metrics, such as labor efficiency, revenue per visitor, and overall profitability
Oversee inventory control and reorder supplies, as needed
Develop and implement programming ideas to drive attendance and revenue (e.g., special events, corporate partnerships, themed experiences)
Oversee group bookings and drive increase in B2B and B2C attendance
Maintain a customer-first culture, ensuring exceptional guest interactions and positive experiences
Monitor and improve customer satisfaction through proactive sharing of guest feedback and recommendations
Collaborate with the management team to implement promotional initiatives and partnerships, as well as support local outreach efforts
Act as the public face of the venue, ensuring brand consistency and excellence in execution

Requirements

3+ years of experience in operations, hospitality, live entertainment, franchise management, or a related industry
Fluent communication in Spanish & English
An understanding of budgeting and controlling expenses and retail operations
Leadership and management skills and ability to communicate effectively in oral and written communication
Excellent planning and organizational skills
ability to manage multiple priorities simultaneously to ensure work is completed in a timely and productive manner
Friendly, energetic, and enthusiastic personality
Demonstrated ability to work with children and families, showing patience, empathy, and a positive, approachable manner
Comfortable with technology and basic troubleshooting
Ability to problem-solve and think quickly on your feet
Ability to stand for extended periods of time
moderate level of physical ability is required
Reliable transportation and ability to arrive on time for scheduled shifts
Flexible schedule (evenings, weekends, and holidays may be required)
Proficiency in Google Suite
Strong commitment to equity, diversity, inclusion and accessibility
with the ability and commitment to work with diverse groups in terms of gender expression, race, sexual orientation, religion, ability, age, class and immigrant status

Nice to have

Experience creating welcoming and engaging environments for kids and parents
Knowledge of live entertainment and a certain passion for the brand
Live events and/or theme park experience

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