Experience Manager

2 weeks ago

Toronto, Canada Escape Manor Full time

**Job description - Experience Manager on Duty**

**JOB SUMMARY**: The Operations Manager will be responsible for all aspects of the business acting as a Manager On Duty, including the overall in-house guest experience, reservations, escape rooms, 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:

- Know your business and understand immersive entertainment trends and tastes
- Attend local networking events as necessary and develop community relationships
- Help establish “Escape Manor” as a premiere entertainment brand in the city
- Understand budgets, forecasts and other operational targets
- Report out on targets and make recommendations as to best practices
- Lead by example and be a resource to all members of the team

People:

- Hire, train, and maintain an exceptional escapes team (using HR files), as well as a FOH team as neccessary
- Schedule the escapes team and determine optimal staffing levels
- Create development plans for leaders and front-line staff in conjunction with other management
- Establish and execute ongoing performance management programs for the escapes department
- Work with the GM on new ideas, staff incentives and monthly targets
- Manage labour costs in accordance with budget
- Develop a culture of service excellence and “cheerleading” to drive staff engagement

Facilities and Systems
- Keep the venue in pristine shape, including front and back of house areas
- Monitor and manage lounge, and escape rooms
- Check washrooms, storage and food service areas for cleanliness
- Maintain and continuously improve lounge activations and escape rooms, working the escape development team to implement changes
- Be an expert on brand standards, systems (POS, HR) and software and marketing tools
- Develop storage and inventory systems for escape room materials
- Ensure venue is fully stocked with all necessary supplies and backups

**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_

Food and Beverage Service
- Run table checks and engage guests in lounge and axe throwing areas
- Implement responsible alcohol service protocol and culture
- Monitor bar and floor cleanliness and flow
- Periodical revenue drops to the bank for deposit

Community Outreach and Digital Marketing
- Seeking opportunities, negotiating presence at, and fulfilling event presence at varying locals and events conducive to our market
- Creating an outreach sub calendar within the master marketing calendar, outlining potential activations that we should be a part of and the cost associated
- Procuring and delivering fun and relevant media and providing engaging on-brand copy to enrich the lives of our current and future guests, through various media channels

Guest Services and Other
- Pre-intro to any larger groups coming in that week with a heavy escapes or axes component of their booking
- Follow-up thank you and feedback call to all larger groups
- Promote and respond to customer reviews on socials as part of the management team
- Develop and distribute marketing collateral as appropriate
- Other management tasks as assigned or required from time to time

Pay: From $20.00 per hour

**Benefits**:

- Company events
- Discounted or free food
- Flexible schedule

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Morning shift
- Night shift
- Overtime

Supplemental pay types:

- Overtime pay
- Tips

**Education**:

- Secondary School (preferred)

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