Venue Manager

Job Details

Job Location:

Escapology of Braintree - Braintree , MA 02184

Salary Range: $22.00 - $26.00 Hourly Venue Manager – Escapology Braintree Full-Time | Quarterly Bonus Potential

• 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.

• 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 escalat 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.

• 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 elevate advanced repairs, IT issues, safety concerns, or unresolved problems to IT, the Area Manager, or another designated resource.

• 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…