Player-Coach: Site Experience & Hospitality Manager - Chicago (Reports To: CEO/Founder)
The Opportunity: Command the Welcome and the Wow Factor
We are Family Room Chicago, the ultimate haven where Chicago families come to play, connect, and grown-ups can truly relax while children thrive in a safe, imaginative, and welcoming environment.We're not just a playspace; we're a premium, neighborhood-centric experience that operates with the precision of a high-end boutique hotel.
We are seeking a deeply organized, systems-driven leader to become our Site Experience & Hospitality Manager. This is a player-coach role—you are the face of our brand, running the front-of-house (FOH) during our critical daytime hours, while simultaneously ensuring the entire site runs with operational rigor and flawless execution. You will be directly mentored by the CEO/Founder to scale our operational standards across our multi-site expansion.
**This is a role combining operational management with direct child engagement and creative activity leadership. This position requires balancing meticulous operational efficiency, staff supervision, and site maintenance with creating and leading fun experiences, child interaction, and guest relations.
Core Responsibilities: The Front-of-House Maestro
As the Site Experience & Hospitality Manager, you are the central orchestrator of the guest journey and the physical condition of your assigned location. Your mission is to create a seamless, worry-free environment for caregivers and children alike.
1. The Family Room Welcome & Hospitality (The Player-Coach)
The Lead Host: Serve as the primary front-of-house presence, personally greeting and welcoming every family, managing check-ins, and embodying the warm, polished, and attentive service of the Family Room brand.
The Solo Operator: Manage the FOH desk and lobby area, operating largely independently during open play hours to ensure the reception area, amenities (coffee, WiFi), and retail station are immaculate and fully stocked.
Guest Relations: Be the point person for all elevated guest concerns related to the facility or experience. Proactively solicit and address feedback to ensure every interaction reflects five-star service.
Team Training: Coach and supervise part-time FOH staff on high-touch service standards, ensuring consistency that exceeds customer expectations.
2. Site Operational Excellence (The Stage Manager)
Show-Ready Facility: Act as the Stage Manager for the physical space, conducting daily opening/closing routines and regular walk-throughs to ensure the site is immaculate, safe, and flawlessly presented at all times.
Compliance & Safety: Maintain all facility-related compliance (fire code, general maintenance) and coordinate necessary repairs and preventative maintenance to uphold our high brand standards.
Inventory & Logistics: Manage all operational supplies, hospitality amenities, and retail product inventory. Develop and maintain lean and efficient systems for ordering, stocking, and organizing.
Tech Readiness: Ensure all Point-of-Sale (POS) systems, internet, and essential technology are fully functional, troubleshooting minor issues to prevent service interruption.
3. Strategic Leadership & Reporting
Vendor Management: Manage key vendor relationships for maintenance, cleaning, and utilities, holding them accountable to Family Room's elite standards of quality and service.
Operational Reporting: Track and report on key metrics, including guest satisfaction scores, facility condition, and inventory variance, providing the CEO with data-driven insights to inform growth.
What We Are Looking For (The "Rigorous Welcome" Skill Set)
You are an individual who can balance warm, authentic hospitality with a meticulous, systems-first mindset.
Experience: 3+ years of progressive management experience in a customer-facing role where the physical environment and guest flow were a primary responsibility. Relevant experience includes:
Boutique Hotel Front Office/Guest Services Manager
Theater/Events Venue Manager or Stage Manager
High-End Fitness Studio or Retail Operations Manager
Mindset: Impeccable attention to detail; a problem-solver who can execute independently and thrive in a fast-paced environment.
Skills: Proven ability to create and manage operational checklists, inventory systems, and staff schedules across multiple functions.
Requirements: Bachelor’s degree preferred (or equivalent experience), and the ability to pass all background checks and obtain CPR/first aid certifications.
Compensation and benefits
Expected pay: $50,000 USD per year
Additional compensation: Potential for Bonus and Commission
Benefits: Paid time off, Paid sick leave, Paid parental leave, 401K
Perks: Career development and learning stipend
Equal Employment Opportunity
Family Room Chicago LLC and its subsidiaries are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or status as a protected veteran.
Reasonable Accommodation
Family Room Chicago LLC and its subsidiaries is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at connect@familyroomchicago.com.