Venue Supervisor

Reports To: Area Manager

Classification:  Hourly/Non-Exempt

Job Summary: This part-time position of Venue Supervisor will oversee venue operations, assist customers with inquiries, and assist staff throughout their shifts.

Job Responsibilities

Venue Operations

• 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).
• Perform general tasks around the venue to assist in its operation.
• Upsell games, replay sales, beverages, and merchandise to customers.
• Push team members to ask customers and event customers for reviews, achieving as many new reviews per month as possible (100+).
• Maintain safety standards and ensure a clean environment in and around the venue by adhering to a daily/weekly/monthly cleaning schedule.
• Participate in marketing events and manage the promotional table.
• Stay up to date with the Sales Event Coordinator regarding upcoming events every week/month/year.
• Track event payments and coordinate catering orders as needed.
• Responsible for opening and closing the venue by following the opening and closing procedure.
• Utilize Escapology’s M3 software to provide hints and clues to guests during game play.
• Foster an upbeat, fast-paced, and enjoyable atmosphere for guests and coworkers.
• Prepare and serve alcoholic beverages.
• Stay updated on relevant training videos, Game Master training, and other room changes as directed by the Area Manager.
• Other duties as assigned…

Escapology Email & Donations

• Respond to customer questions and basic inquiries.
• Manage customer bookings and reservations via email.
• Inform the Area Manager of any business opportunities.
• Forward complaints to the Area Manager including any details of the event(s).
• Respond to donation requests from individuals and organizations.
• Maintain records of individuals/organizations to whom donations are made.
• Schedule times for donation items to be received.

Inventory, Repairs, and Store Maintenance

• Manage inventory of drinks, merch, event giveaways, donation items, and cleaning supplies.

• Notify the Area Manager when products are low in stock.
• Monitor the repair list, address/ resolve relevant issues, and escalate to the Area Manager and Facilities Manager for advanced/further repairs if necessary.
• Troubleshoot and resolve customer and technical issues.
• Ensure all areas of the facility are fully functional. Including all puzzles physically working and maintaining a high visual standard.

Job Qualifications

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.
• Excellent at customer relations.
• Proficient in project management and organization.
• Able to deal with problems involving a few concrete variables in standardized situations.
• Able to read and comprehend simple instructions, short correspondence, and memos.  
• 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 18 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 general education degree (GED) preferred.
• Tip Certified (training 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, Escapology of Braintree LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, team member activities, access to facilities and programs, and general treatment during employment.