Venue Manager

Full-Time | Quarterly Bonus Potential 

If you love puzzles, mysteries, and creating unforgettable experiences, we may have found the missing piece!

Are you a natural leader who loves creating unforgettable guest experiences, solving problems, and keeping a team energized? Escapology is looking for a hands-on Venue Manager to lead the daily operation of one of our escape room venues.

This is not a sit-behind-a-desk management position. One moment you may be coaching an employee or planning a private event, and the next you may be helping guests, resetting a game, troubleshooting a puzzle, or fixing a prop. If you enjoy fast-paced hospitality and no two days being exactly the same, this could be the perfect role for you!

The Venue Manager is responsible for leading the day-to-day operation of an Escapology venue, including staffing, training, guest service, sales, inventory, facility maintenance, and financial and operational controls. 

Job Responsibilities
Venue Operations

• Lead daily venue operations and maintain company standards for guest service, safety, cleanliness, staffing, and overall performance.
• Independently open and close the venue in accordance with all security, cash-handling, safety, and operational procedures.
• Schedule roughly 10-15 employees and ensure adequate shift coverage and cover call-outs or open shifts when another qualified employee is unavailable.
• Identify staffing needs and recruit, interview, select, and hire employees in coordination with Human Resources and the Area Manager and within approved guidelines.
• Plan and conduct new-hire training and confirm employees are prepared to perform their assigned roles independently after completing required training.
• Coach, train, and develop employees through regular feedback, follow-up, and reinforcement of company expectations.
• Address employee performance and conduct concerns and administer appropriate disciplinary action in coordination with Human Resources and the Area Manager.
• Attend weekly manager meetings with the Area Manager and leaders from other venues and complete assigned follow-up items.
• Review and approve timecards and paid-time-off requests accurately and within required deadlines.
• Manage venue labor performance, monitor scheduled versus actual hours, and make appropriate staffing adjustments.
• Communicate operational priorities, policy updates, training requirements, and room changes to the team.
• Maintain required employee training and alcohol-service compliance records and follow all applicable laws and company policies.
• Book, coordinate, and oversee private events, ensuring all event details are communicated and each event runs smoothly.
• Remain current on required training, operational updates, and game or room changes, and communicate relevant information to employees. 
• Tracking of the following: sales, customer counts, comps, giveaways, gift certificates, waste, overtime, costs of products, repairs and maintenance, among other things.
• Reset games after they have been played
• Use Escapology’s M3 software to provide hints/clues to guests during game play
• Create an upbeat, fast-paced, and fun atmosphere for guests and coworkers
• Mix and serve non-alcoholic and alcoholic beverages
• Perform other job-related duties as assigned by management.

Guest Experience, Sales & Communication

• Perform activities that facilitate the customer service experience (meeting and greeting customers; customer check-in; pre-game service, game mastering; interacting with customers; post-game experience; etc)
• Respond to guest questions, complaints, and service-recovery needs; resolve concerns within approved authority and escalate serious matters when necessary.
• Monitor, respond to, and help improve online guest reviews while coaching the team to appropriately request feedback from guests.
• Manage venue emails, phone inquiries, bookings, reservations, donations, event payments, and catering coordination accurately and professionally.
• Responsible for ensuring the venue and games are maintained to 100% franchise standard.
• Drive revenue by promoting additional games, replay opportunities, beverages, merchandise, and event offerings.
• Represent the venue at marketing and community events, oversee promotional displays, and communicate sales opportunities and upcoming events to the appropriate team members. 

Inventory, Maintenance & Technical Support

• Maintain appropriate inventory levels for beverages, merchandise, event supplies, cleaning products, office supplies, and other venue needs.
• Purchase approved inventory and supplies within established budgets, purchasing procedures, and authorization limits.
• Maintain a clean, safe, secure, and guest-ready facility by enforcing daily, weekly, and monthly cleaning and inspection schedules.
• Maintain the venue repair list, complete routine maintenance and basic prop or puzzle repairs, and document completed work.
• Troubleshoot operational and technical issues and promptly escalate advanced repairs, IT issues, safety concerns, or unresolved problems to IT, the Area Manager, or another designated resource.
   

To perform this role effectively, an individual must possess the following qualifications: 

• Confident in public speaking and group interactions.
• Capable of multitasking and managing high-pressure situations.
• Proactive and able to complete tasks independently.
• Strong teamwork skills.
• Good oral & written communication skills.
• Proficient in project management and organization.
• Able to deal with problems involving a few concrete variables in standardized situations.
• Able to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Must have reliable transportation. 
• Must be at least 21 years old.
• Must be able to work a flexible schedule including days, nights, weekends, and holidays.
• Employment is subject to successfully completing a Background Check and/or CORI Screening.

Education/Experience

• High school diploma or equivalent.
• Associate or bachelor’s degree preferred.
• TIPS certification required; training may be provided.

Work Environment & Physical Demands
This is a fast-paced environment with a moderate noise level. While performing the duties of this job, the employee is regularly required to stand; walk; use hands; reach with hands and arms; talk or hear and taste or smell.  The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to ten pounds. The employee must have good close and distance vision and the ability to focus between the two.  
 
This position description intends to describe the general nature and level of work being performed by people assigned to this job.  It is not intended to include all duties and responsibilities.  The order in which duties and responsibilities are listed is not significant.

Other essential functions and marginal duties may be assigned, deleted, or changed as business necessitates. 
 
Escapology North East Inc, Escapology of Merrimack Valley Inc, Escapology of Waltham LLC, and Escapology of Braintree LLC are equal opportunity employers and do not discriminate on the basis of race, color, religion, national origin, ancestry, sex (including pregnancy and related conditions), sexual orientation, gender identity or expression, age, disability, genetic information, military or veteran status, or any other protected characteristic under applicable federal, Massachusetts, or local law.
We are committed to providing a workplace free of discrimination and retaliation.