Assistant General Manager

Museum of Ice Cream is seeking an energetic, hospitality-driven Assistant General Manager to help lead a vibrant team of Show & Service Ambassadors (also known as Scoops), performers, and hospitality professionals. As the General Manager s right-hand leader, the AGM helps deliver unforgettable guest experiences while overseeing daily operations across guest experience, Food & Beverage, retail and events. This role supports a team of approximately 200 Scoops in a high-energy, experiential environment.

With significant decision-making autonomy, the right candidate can navigate complex operations and lead large teams with confidence and accountability, with the GM, ensuring alignment and collaboration toward shared objectives. The role also supports key HR operations, including hiring, team development, and employee relations while ensuring compliance with company policies and legal requirements. The ideal candidate brings strong hospitality leadership, energy, and creativity, empowering teams to create memorable guest moments while maintaining a clean, organized, and safe environment that reflects the joyful spirit of Museum of Ice Cream.

• Oversee daily museum operations, ensuring every guest experience is joyful, immersive, and aligned with the Museum of Ice Cream brand.
  
• Provide operational leadership for teams including Experience Managers, Show & Service Ambassadors, Food & Beverage, Retail, and Facilities.
  
• Serve as a hands-on hospitality leader on the floor, modeling exceptional guest service and guiding staff across multiple shifts and dayparts.
  
• Act as Manager on Duty during evenings, weekends, holidays, and peak periods.
  
• Lead and inspire the team to bring the MOIC experience to life through playful engagement, storytelling, and memorable guest interactions.
  
• Foster a fun and positive workplace culture while maintaining professionalism, accountability, and brand standards.
  
• Support hiring, onboarding, training, and development of team members.
  
• Coach and mentor Experience Managers and staff in real time, providing feedback and performance guidance.
  
• Recognize and celebrate strong performance through recognition and acknowledgment.
  
• Host daily pre-shift meetings to review operations, service expectations, safety reminders, and team engagement.
  
• Hold managers and staff accountable for opening/closing checklists and SOPs.
  
• Oversee staff scheduling and labor planning using platforms such as 7Shifts.
  
• Manage attendance tracking, payroll oversight, and timeclock compliance through ADP.
  
• Ensure compliance with Nevada labor laws and company policies while maintaining efficient staffing levels.
  
• You take ownership of the recruitment process, actively sourcing and selecting talent, and ensure a seamless onboarding experience for new hires.
  

• Manage Banquet Event Orders (BEOs), private events, and birthday parties.
  
• Ensure strong performance across ticket sales, retail, and Food & Beverage operations.
  
• Review and reconcile nightly revenue reports, including F&B, retail, and ticket sales.
  
• Provide operational oversight for Food & Beverage and Retail departments, ensuring quality, consistency, and strong guest engagement.
  
• Maintain familiarity with soft serve ice cream machines, ensuring proper operation, cleaning, and food safety procedures.
  
• Ensure all F&B operations comply with Southern Nevada Health District (SNHD) and ServSafe standards.
  
• Maintain inventory levels and product availability across Food & Beverage and retail operations.
  
• Establish and maintain par levels for food, beverages, retail merchandise, paper goods, and operational supplies.
  
• Oversee inventory counts, stock rotation, and product organization.
  
• Train and coach staff on upselling techniques, product knowledge, and suggestive selling to enhance guest experience and increase revenue.
  
• Ensure retail displays and food service areas remain organized, stocked, and visually aligned with the Museum of Ice Cream brand experience.
  
• Monitor guest satisfaction, collecting feedback to continuously improve service standards, cleanliness, and overall guest experience.
  

• Ensure compliance with OSHA workplace safety regulations.
  
• Maintain compliance with Southern Nevada Health District (SNHD) food safety and sanitation standards.
  
• Ensure emergency procedures and incident reporting protocols are followed.