General Site Manager - Chicago

ABOUT THE ROLE

Fever is seeking a freelance General Site Manager (GSM) to lead a VR experience venue in Chicago.

The GSM plays a key leadership role in overseeing the day-to-day operations of the venue, ensuring exceptional guest experiences, staff performance, and smooth operational flow. This role is hands-on and requires the GSM to take full ownership of the site, from leading the team to handling guest issues, maintaining the venue’s operations, and driving business results.

The right candidate is a proactive leader who thrives in a fast-paced environment, is resourceful in problem-solving, and consistently sets the standard for service, professionalism, and operational excellence. The GSM will also be integral in growing the venue’s visibility in the community, fostering strong relationships, and driving attendance.

GENERAL RESPONSIBILITIES:

On-Site Operational Leadership

• Lead the day-to-day operations of the venue, ensuring smooth delivery of all experiences, high-quality guest service, and minimal disruptions
• Step in and be an active participant on-site, taking on tech or front of house staff roles during your shift on-site.
• Manage, schedule, and develop on-site staff, ensuring they’re trained, engaged, and prepared for their shifts
• Maintain operational efficiency by troubleshooting issues, ensuring equipment and show elements are in top condition
• Oversee facility upkeep, ensuring cleanliness, safety, and readiness for guests at all times
• Lead shifts and demonstrate excellent service standards to the team, acting as a role model for both staff and guests
• Foster a positive and accountable team culture with clear feedback and coaching

Community Development & Guest Experience

• Act as the first point of escalation for guest concerns, resolving issues quickly and empathetically
• Ensure a welcoming environment for all guests by anticipating their needs and providing exceptional customer service
• Model excellent service and maintain strong relationships with community partners, suppliers, and corporate stakeholders
• Maintain up-to-date knowledge of event schedules, promotions, and ticketing updates to anticipate guest needs and optimize the experience
• Drive local attendance and brand visibility through community engagement, partnerships, and special events
• Strengthen the brand's presence in the city through outreach initiatives, cultivating lasting relationships with local businesses and partners
• Ensure high levels of customer satisfaction by monitoring guest feedback and implementing improvements when necessary
• Oversee all B2B and B2C group bookings, ensuring that clients' expectations are met and exceeded

Administrative, Reporting and Accounting Responsibilities:

• Assist in managing the venue’s budget, including payroll auditing and cost control measures to ensure financial health
• Handle retail sales and inventory management, ensuring stock levels are maintained and products are available to guests
• Complete daily show reports, incident reports, and assist with any administrative duties as needed
• Track KPIs such as labor efficiency, revenue per visitor, and overall profitability, identifying areas for improvement
• Propose and foster ideas during strategy meetings to optimize operations, enhance the guest experience, and improve venue performance
• Regularly report on venue performance, including financial reports, staffing updates, and operational issues
• Lead brainstorming and strategy sessions to drive growth and increase operational efficiency
• Ensure compliance with all regulatory requirements, including safety protocols and local laws

Skills & Requirements

• 5+ years of experience in operations, hospitality, live entertainment, franchise management, or a related industry.
• 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
• 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   

It is preferred, but not required, for this role to be comfortable using basic tools (hammer, drill, etc). The ideal candidate would also have experience maintaining mechanical and technical equipment or be comfortable learning how to manage VR technology and production programs. Past role(s) working in production and/or events - working or managing a pop-up event, amusement attraction, theme park, or exhibition - is a plus!