Venue Manager

Job Details

Job Location:

Escapology of Framingham - Framingham, MA Salary Range: $22.00 - $26.00 Hourly Venue Manager – Escapology Framingham

Full-Time | Quarterly Bonus Potential

Ready to Turn Your Next Job into an Adventure?

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.

• 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 elevate 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…