Description:
As our General Manager and Head of Hospitality, you’ll be the person who makes sure the space feels as good as it looks, that every family who walks in feels seen, and that the team around you is set up to thrive. You’ll report directly to our CEO and COO, and you’ll be the on-the-ground captain day in and day out.
The ideal candidate is equal parts: polished operator, calm problem-solver, gracious host, systems thinker, and collaborative leader. This person will help establish the tone, rhythm, and operational excellence of Wonderhouse from the ground up.
YOU MIGHT BE THE ONE IF…
- You have a hospitality or operations background (think boutique hotel, luxury wellness, restaurants, community center, or member-based spaces) and you know what it takes to run a space people genuinely love returning to.
- You lead with warmth. You remember names, notice when something feels off, and care deeply about making people feel welcome.
- You’re an operator at heart. You proactively spot problems, improve systems, and create structure.
- You’ve hired, trained, or led a small team before and you understand that great culture starts with leadership, consistency, and how you show up everyday.
- You’re highly organized and comfortable in a growing business environment where adaptability, initiative, and flexibility are essential.
WHAT YOU’LL DO
Member Experience + Hospitality
- Serve as an essential face of Wonderhouse and set the tone for the guest experience.
- Oversee the member journey from inquiry to check-in: tours, onboarding, retention and ongoing support
- Build genuine relationships with our community — know your regulars, celebrate milestones, and proactively support guests
- Ensure our community guidelines are upheld
- Gather member feedback and regularly communicate insights and operational needs to leadership
Space + Facilities Management
- Oversee day-to-day operations across the entire building including cleanliness, ambiance, supplies, equipment, maintenance, and operational readiness
- Open and close the space ensuring all operational systems run smoothly throughout the day (ie. manage vendor relationships for cleaning, maintenance, and deliveries)
- Conduct regular safety and facility checks and ensure compliance with operational procedures and local regulations
- Maintain the small details that elevate hospitality: restocked complimentary amenities, seasonal touches, fresh playlists, organization, the little things that make a big difference
Team Leadership
- Hire, train, and support front-of-house staff and play studio Guides
- Build and maintain the staffing schedule, including coverage for evenings and weekend events
- Build a strong hospitality-oriented team culture
- Lead by example during both low and high-volume moments
- Model the Wonderhouse values and uphold high standards across all guest interactions
- Collaborate closely with our Lead Guide(s), who oversees child-facing programming, to ensure the space runs cohesively
Operations + Administration
- Proficiency with tech is essential
- Process sales; support with billing questions & online guest communications
- Log new inquiries and member notes in our CRM so nothing falls through the cracks
- Track space usage patterns and operational insights to support leadership decision-making
- Support onboarding and training of new team members
- Coordinate with leadership and marketing teams on in-space events and partnerships
BONUS POINTS IF…
- You’ve built or contributed to community programming including events, workshops, recurring gatherings
- You have experience opening or helping launch a new business or location
- You have experience with community management platforms
THE DETAILS
- Full-time, salaried role with benefits based on-site in Mill Valley
- Traditional business hours serve as the primary schedule, with flexibility for occasional evenings, weekends, and special events.
- Reports to CEO & COO; works closely with additional leadership team
- Given the presence of minors, a background check is required for this role