Manager

2 weeks ago

Kingston, Ontario, Canada Sherlock's Escapes Full time



SHERLOCK ESCAPES:
EXPERIENCE MANAGER

JOB SUMMARY:

The Experiences Manager is responsible for all aspects of day-to-day operations of Sherlock's Escapes, with a focus on overall in-house guest experiences.

As a team lead and the primary point of contact for staff and guests, this role will include maintaining the reservation system, coordinating escape room experiences, managing inventory, monitoring customer feedback and managing personnel and scheduling matters.


KEY RESPONSIBILITIES / MANAGEMENT TASKS:

The Business:

  • Learn the business and understand immersive entertainment trends
  • Develop a strategy to establish Sherlock's Escapes as a recognizable brand in Kingston and beyond
  • Report out on financial budgets, forecasts and other operational targets to the rest of the management team
  • Be able to rapidly problemsolve in a variety of situations
  • Keep an eye on any changes made to reservations and shifts on their respective platforms
  • Lead by example and be a resource to all members of the team

People:

  • Create a culture of camaraderie and service excellence
  • Hire, train, and support team of escape room hosts
  • Schedule employees and determine optimal staffing levels to meet operational needs
  • Have oversight on, and create development plans for frontline staff
  • Work with management team on new ideas, staff incentives and monthly targets

Facilities and Systems:

  • Keep the venue in order, including all escape rooms and common spaces (e.g. lobby, staff room)
  • Monitor and manage escape rooms, testing for any malfunctions or challenges
  • Check washrooms, storage and escape rooms for cleanliness
  • Ensure venue is fully stocked with all necessary supplies
  • Ensure operational systems and delivery standards are being upheld

Escape Rooms:

  • Oversee and train escape room hosts to do the following, as well as fill in as host when scheduling requires:
  • Greet guests; be an ambassador of Sherlock's Escapes
  • Deliver storyline/context for escape rooms when hosting
  • Reset escape rooms between guests accurately and efficiently
  • Modify and/or repair game experiences whenever needed
  • Ensure positive experience through debriefing and feedback opportunities
  • Debrief with guests after their escape experience, spot any potential negative reactions and implement repeated suggestions for improvement

Guest Services and Other:

  • Engage guests and ensure a firstclass experience from initial contact
  • Accept reservations and make modifications to bookings
  • Coordinate and be prepared for larger groups coming into the physical location or engaging in a corporate virtual escape room experience
  • Followup thank you and feedback call to all larger groups
  • Promote and respond to customer reviews on social media, webpage and google
  • Other management tasks as assigned or required from time to time

Job Types:
Full-time, Flexible Schedule

Experience:

Customer Experience: 3 years

  • Supervisory Experience Beneficial

Language:

  • English Required
  • French (preferred)

Work Location:
In person, Kingston, Ontario.

Experience:

Range of hours between 24-35/week at a rate of between $21-$25.50/hour. We are willing to negotiate pay and hours with room to grow with the company over the coming year.

Job Types:
Full-time, Part-time

Salary:
$21.00-$25.50 per hour

Expected hours:
per week

Benefits:

  • Flexible schedule

Schedule:

  • Monday to Friday
  • On call
  • Weekends as needed

Education:

  • Secondary School (preferred)

Experience:

Microsoft Office: 1 year (preferred)

  • Retail management: 1 year (preferred)

Work Location:
In person

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