General Manager

Company Overview

Orlando Titanic: The Artifact Exhibition (GM)

EM Group is a dynamic leader in creating immersive, world-class exhibitions that captivate audiences through innovative themed settings, theatrical elements, and cutting-edge media. With over 30 years of experience, we operate globally, delivering memorable experiences to millions across numerous countries and venues. Our mission is to inspire and engage visitors by providing content-rich environments that tell compelling stories.

Position Overview

The General Manager (GM) oversees all aspects of venue operations for the Orlando locations, ensuring exceptional guest experiences, operational efficiency, and financial performance. This role requires strong leadership, strategic decision-making, and hands-on management of venue staff, vendors, and partners. The GM is responsible for aligning daily operations with company goals, maintaining compliance and safety standards, and driving continuous improvement in service, revenue, and team culture.

Key Responsibilities:

Operational Leadership

• Lead day-to-day venue operations, ensuring smooth execution of exhibitions, events, retail, and guest services.
• Maintain operational standards across ticketing, admissions, merchandising, food & beverage (if applicable), and technical/production services.
• Implement SOPs to ensure consistency, efficiency, and compliance across all venue functions.
• Monitor KPIs (attendance, ticket sales, retail/F&B revenue, customer satisfaction, labor costs) and develop action plans to address variances.

Financial Management

• Develop and manage annual operating budgets for the venue, ensuring revenue and profitability targets are met.
• Oversee expense controls, vendor contracts, and financial reporting; identify opportunities to improve margins and reduce costs.
• Partner with finance to prepare monthly forecasts, settlements, and performance reviews.

Staff & Leadership Development

• Recruit, train, and lead a diverse venue team including managers, supervisors, and frontline staff.
• Set clear performance expectations and provide coaching, feedback, and development opportunities.
• Foster a culture of accountability, collaboration, and guest-first service.
• Support HR in handling employee relations, onboarding, scheduling, and compliance matters.

Guest Experience & Brand Standards

• Ensure every guest interaction reflects the company's mission and values.
• Maintain high standards of cleanliness, safety, and accessibility throughout the venue.
• Respond to escalated guest issues with professionalism and resolve challenges effectively.
• Monitor and respond to guest feedback, adjusting operations to continuously improve.

Compliance & Safety

• Ensure all venue operations comply with local, state, and federal regulations, including health, safety, and labor laws.
• Maintain emergency preparedness procedures and ensure staff are trained in response protocols.
• Partner with Security and Facilities to ensure safe and secure operations.

Strategic & Community Engagement

• Serve as the primary venue representative with local vendors, tourism boards, and community partners.
• Build strong relationships with stakeholders to expand brand visibility and support venue growth.
• Collaborate with Marketing, Production, and Corporate teams to deliver successful campaigns, events, and touring exhibitions.

Tools & Systems

• Venue management and ticketing platforms (e.g., Fever, Lightspeed ,Shopify, or equivalent).
• POS systems for retail and Box Office.
• Microsoft Office / Google Workspace for reporting and communication.
• NetSuite or equivalent ERP/financial systems.

Qualifications

• Bachelor's degree in Business, Hospitality, or related field (preferred), or equivalent experience.
• 7–10+ years of progressive leadership in venue, attractions, hospitality, entertainment, or large-scale operations.
• Proven success in managing budgets, P&L accountability, and driving revenue.
• Strong leadership, communication, and decision-making skills.
• Ability to work flexible hours, including evenings, weekends, and holidays as required by events.
• Experience in Orlando tourism/attractions industry strongly preferred.

Competencies

• Leadership Excellence: Inspires and motivates teams to deliver high performance.
• Guest-Focused Mindset: Prioritizes exceptional experiences and satisfaction.
• Business Acumen: Skilled in financial management and revenue optimization.
• Operational Expertise: Ensures efficiency and consistency in large-scale operations.
• Adaptability: Navigates a dynamic, fast-paced environment with resilience.

Join us as a General Manager in Orlando to lead a passionate team dedicated to delivering outstanding guest experiences.

Job Type: Full-time

Pay: $80, $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Experience:

• Management: 5 years (Required)
• Guest services: 5 years (Required)

Ability to Commute:

• Orlando, FL Required)

Work Location: In person