Venue Manager

Job Details

Job Location:

Escapology of Waltham - Waltham, MA 02451

Salary Range: $22.00 - $26.00 Hourly Venue Manager – Escapology Braintree 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…