Experiences Manager

6 months ago

Nepean, Canada Escape Manor Full time

**JOB SUMMARY**: The Experiences Manager is responsible for working in conjunction with the Management Team in all aspects of the business, focusing on the overall in-house guest experience, reservations, escape rooms, lounge games. responsible alcohol service (as applicable), inventory management, systems management, maintenance and upkeep of facilities, promoting customer reviews and sales initiatives, and managing day-to-day employment matters.

**KEY RESPONSIBILITIES / MANAGEMENT TASKS**:
**The Business**:

- Learn the business and understand immersive entertainment trends and tastes
- Develop a strategy to establish Escape Manor as a recognizable brand in Ottawa
- Develop and report out on financial budgets, forecasts and other operational targets
- Attend local networking events as necessary and develop community relationships
- Lead by example and be a resource to all members of the team

**People**:

- Create a culture of camaraderie and service excellence
- Create synergy amongst the various departments
- Hire, train, and maintain an exceptional team for on-site experiences including escape rooms, and more (using HR files)
- Schedule employees and determine optimal staffing levels for experiences and, as needed in the GM’s absence, other FOH employees
- Have oversight on, and create development plans for, leaders and front-line staff
- Establish and execute ongoing performance programs
- Work with management team on new ideas, staff incentives and monthly targets
- Manage labour costs in accordance with budget

**Facilities and Systems**:

- Keep the venue in pristine shape, including all experiences
- Monitor and manage escape rooms, and lounge games
- Check washrooms, storage and control rooms for cleanliness
- Maintain and continuously improve lounge activations and escape rooms
- Be an expert on brand standards, systems (POS, HR) and software and marketing tools
- Ensure venue is fully stocked with all necessary supplies and backups for experiences and experiences team members
- 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 the brand
- Answer questions regarding general escape briefing notes
- Deliver storyline/context for escapes; YOU put the “immerse” in “immersive”
- Provide clues to guests and manage all aspects of the face-to-face room escape experience
- Reset escape rooms between guests accurately and efficiently
- Trigger elements of Escape experiences through hitting cues for lights/props/timers/soundtracks/puzzles as necessary
- Make repairs and modifications to game experiences as necessary
- Debrief guests after their escape experience, spot any potential negative reactions
- Maintain public space and room escape cleanliness as required or assigned
- Ensure our guests have an awesome time, rebook and leave positive feedback/reviews

**Lounge Games**:

- Oversee and train hosts to supervise and engage guests, as well as fulfill this role as scheduling requires
- Manage reservation systems and upsell experiences when possible
- Ensure guests have an awesome time, rebook and leave positive feedback/reviews
- Maintain cleanliness and functionality as required or assigned
- _This element of the role may expand or be modified as these experiences are further developed_

**Community Outreach and Digital Marketing**:

- Seek networking opportunities to grow the brand
- Support local sales and events initiatives
- Directly support corporate marketing functions and manage venue-specific digital channels in conjunction with Elgin management team
- Generate fun and relevant media content for Ottawa and other corporate uses
- Increase social media presence to hit all Manor Social Media Benchmarks

**Guest Services and Other**:

- Engage guests and ensure a first-class experience
- Serve food and beverage items in our licensed lounge when required
- Accept reservations and make modifications to bookings
- Pre-intro to any larger groups coming in that week
- Follow-up thank you and feedback call to all larger groups
- Promote and respond to customer reviews on socials
- Develop and distribute marketing collateral as appropriate
- Other management tasks as assigned or required from time to time
- Be the main point of contact for Guest Recovery due to experiences

**Job Types**: Full-time, Permanent

**Salary**: $18.00-$22.00 per hour

**Benefits**:

- Company events
- Discounted or free food
- Flexible schedule
- Store discount

Flexible Language Requirement:

- French not required

Schedule:

- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Every Weekend
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed

Supplemental pay types:

- Overtime pay
- Tips

**Experience**:

- Management: 2 years (required)
- Escape Room Host: 2 years (preferred)

**Language**:

- French (preferred

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