Experience Manager - Toronto, Canada - Escape Manor

Escape Manor

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 frontline 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 facetoface 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 onbrand copy to enrich the lives of our current and future guests, through various media channels

Guest Services and Other

Preintro to any larger groups coming in that week with a heavy escapes or axes component of their booking
Followup 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: