Facility Manager

2 days ago


Kingston, Canada Improbable Escapes Full time

Position: Technical Director

Hours: Predominantly Thursday - Monday, 2-10 PM

Job Overview

The Technical Director works under the direction of the Operations Manager and the Executive Team. The Technical Director is responsible for supervising the Assistant Technical Director, managing Game Masters, supporting the Executive Team, assisting with game design and production as needed, maintaining the Improbable Escapes HQ facility, completing administrative work, and performing Game Master duties. The Company reserves the right to change the percentage of work within each job function as necessary, with due notice.

Essential Job Functions

Staff Management (25%)
- Supervise Game Masters to ensure staff are performing at the highest possible level
- Enforce policies, procedures and best-practices
- Audit staff performance and communicate all performance issues to senior management
- Empower staff with continuous training and skills development
- Train new employees efficiently and comprehensively
- Promptly communicate updates and changes to all team members

Customer Service (25%)
- Demonstrate exemplary customer service to all guests
- Perform Game Master duties including reception, game hosting and cleaning
- Respond to reviews
- Deescalate, rectify and report all customer complaints

Maintenance (15%)
- Ensure the facility’s maintenance, cleanliness, and upkeep is of the highest standard
- Perform quality control maintenance walkthroughs of the facility and the games
- Assist game development staff with building new experiences
- Assist game development with technical troubleshooting and data collection

Administration (25%)
- Delegate tasks to the Assistant Technical Director
- Create the monthly schedule
- Manage time-off requests, availability changes and timesheets
- Develop training resources in coordination with the Operations Manager
- Monitor staffing levels to determine hiring needs
- Maintain reasonable ratio of staff to daily bookings
- Assist the Operations Manager in the planning and execution of Team Meetings

Operational Awareness (10%)
- Identify and communicate opportunities for operational improvements
- Provide feedback to senior management to improve customer experience
- Promptly report any staffing, HR, or facility issues to Operations Manager

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned to meet the ongoing needs of the organization.

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

**Salary**: $38,600.00-$46,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Vision care

Schedule:

- 10 hour shift

Supplemental pay types:

- Tips

Ability to commute/relocate:

- Kingston, ON: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Customer service: 2 years (preferred)

Shift availability:

- Night Shift (preferred)
- Day Shift (preferred)

Work Location: One location


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