Operations & Facility Manager

Full Time; Exempt

Reports to: General Manager

OVERVIEW:

We are seeking an experienced, organized, and enthusiastic full-time candidate eager to join our organization as an Operations & Facility Manager. You will play a key role on the leadership team of a facility within our nationwide portfolio of entertainment assets that includes Immersive Interactive Experiences, Haunted Attractions, Halloween Festivals, Escape Rooms, and Axe Throwing. We are looking for someone with a passion for operating cutting-edge experiences for guests as well as strong supervisory experience in the entertainment and attractions industry. Strong candidates should have experience overseeing operations for a large-scale entertainment venue, theme park, or museum, managing building maintenance projects, coordinating with security, implementing safety and compliance procedures, and leading a team of staff. To be successful in this role, you should be a thoughtful leader and a confident decision-maker, helping our staff develop while ensuring Otherworld Philadelphia and Thirteenth Floor Entertainment Group achieve their financial and staffing goals. This role reports to the General Manager.

The Operations & Facility Manager oversees all aspects of facility operations at Otherworld, including staff management and maintenance projects, while also serving as Manager-on-Duty (MOD), responsible for supervising staff and ensuring smooth day-to-day business operations.

RESPONSIBILITIES:

Operations

• Learn, follow, and uphold all safety, quality, and department-specific policies, including standard operating procedures (SOPs), while maintaining accurate records as required.
• Ensure all opening and closing procedures are properly executed according to company protocols.
• Carry out Manager-on-Duty (MOD) responsibilities, including opening and closing the building, operating registers in the box office and gift shop, overseeing front-of-house staff, setting daily priorities, completing MOD checklists, conducting exhibit walk-throughs, completing incident reports, and delivering exceptional customer service.
• Submit all internal paperwork accurately and on time.
• Collaborate with all departments to ensure smooth day-to-day operations and the successful execution of special events.
• Step in and support wherever needed. Operations is one part of a larger team, and success at Otherworld depends on everyone working together and pitching in when needed.

Facility Maintenance

• Oversee and manage all facility maintenance needs, including (but not limited to) HVAC, plumbing, electrical, fire suppression systems, alarm and security systems, and general infrastructure.
• Ensure all exhibits, infrastructure, front-of-house, back-of-house, and exterior areas are clean, well-maintained, and present a professional appearance.
• Create and uphold a comprehensive cleaning schedule for the entire facility, prioritizing cleanliness and sanitation for both guests and staff.
• Maintain inventory of essential supplies, ensuring items like cleaning materials, tools, first aid kits, PPE, and eye wash stations are stocked and secured; coordinate with third-party vendors as needed.
• Implement and maintain appropriate workplace security protocols, including working closely with security personnel vendors.
• Serve as the primary liaison for external, facility-related vendors.

Staff Management

• Contribute in the recruitment, hiring, and training of front-of-house and security staff who align with the company’s values and standards.
• Ensure all team members clearly understand their roles and possess the necessary skills and knowledge to meet performance expectations.
• Assist in the management of staff schedules for regular operations and special events, maintaining at least a two-week schedule in advance. Track employee hours, PTO, and time-off requests; manage supervisor and front-of-house labor within budget; and assist with payroll review and accuracy.
• Manage supervisors by providing training, conducting regular check-ins, monitoring the progress of assigned projects, and offering ongoing feedback and support.
• Provide strong, supportive leadership to foster a positive, efficient, and professional work environment.
• Oversee general staff management, including coaching, conducting performance reviews, and administering corrective actions when necessary.

Desired Qualifications

• 3+ years of leadership experience working in an interactive exhibit, theme park, live event, museum, restaurant, haunted house, or gallery environment, with a strong emphasis on facility maintenance and operations.
• Demonstrated strong interpersonal skills with a thorough understanding of professional business ethics, decorum, and social skills.
• Proven experience in operations, including staff management and coordination with third-party vendors.
• Prior experience in managing facility maintenance needs such as HVAC, plumbing, electrical, fire suppression systems, alarm and security systems, and general infrastructure.
• Highly organized with strong time management and project management skills; able to prioritize tasks effectively and adapt to changing needs.
• Willingness and availability to work flexible hours, including weekends, holidays, and late nights.
• Positive, proactive, and solution-focused mindset.
• Accountable with openness to both lead and support as needed.
• Committed to fostering a healthy internal culture that promotes employee retention and professional growth.
• Successful completion of company background screening and reference checks.
• Reliable transportation required.
• Ability to thrive in a fast-paced work environment.

Benefits

• Competitive Salary
• Health Coverage
• Professional development opportunities
• Staff discounts

All applicants must be 18 years old or older and sign a non-disclosure agreement. Thirteenth Floor Entertainment Group is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.

Salary: $65,000
Schedule: Day shift, evening shift, weekend availability
Work Location: In person