JOB SUMMARY: The Operations Manager/General Manager will be responsible for all aspects of the business, including the overall in-house guest experience, reservations, escape rooms, responsible alcohol service, inventory management, systems management, maintenance and upkeep of facilities, promoting customer reviews and sales initiatives, and managing day-to-day employment matters.
KEY RESPONSIBILITIES / MANAGEMENT TASKS:
The Business:
- Manage all aspects of the operation alongside the venue Managers
- Know your business and understand immersive entertainment trends and tastes
- Attend local networking events as necessary and develop community relationships
- Help establish “Escape Manor” as a premiere entertainment brand in the city
- Understand budgets, forecasts and other operational targets
- Report out on targets and make recommendations as to best practices
- Lead by example and be a resource to all members of the team
People:
- Hire, train, and maintain an exceptional team (using HR files)
- Schedule employees and determine optimal staffing levels
- Create development plans for leaders and front-line staff
- Establish and execute ongoing performance management programs
- Work with the Director of Operations on new menu ideas, staff incentives and monthly targets
- Manage labour costs in accordance with budget
- Develop a culture of service excellence and “cheerleading” to drive staff engagement
Facilities and Systems
- Keep the venue in pristine shape, including front and back of house areas
- Monitor and manage lounge, and escape rooms
- Check washrooms, storage and food service areas for cleanliness
- Maintain and continuously improve lounge activations and escape rooms
- Be an expert on brand standards, systems (POS, HR) and software and marketing tools
- Develop storage and inventory systems for escape room materials
- Ensure venue is fully stocked with all necessary supplies and backups
Food and Beverage Service
- Create and manage menus and F&B offerings
- Work with vendor representatives to develop strong account relationships
- Run table checks and engage guests in lounge and axe throwing areas
- Implement responsible alcohol service protocol and culture
- Monitor bar and floor cleanliness and flow
- Periodical revenue drops to the bank for deposit
Community Outreach and Digital Marketing
- Seeking opportunities, negotiating presence at, and fulfilling event presence at varying locals and events conducive to our market
- Creating an outreach sub calendar within the master marketing calendar, outlining potential activations that we should be a part of and the cost associated
- Procuring and delivering fun and relevant media and providing engaging on-brand copy to enrich the lives of our current and future guests, through various media channels
Guest Services and Other
- Daily review and response to site-specific customer correspondence (email, voicemail)
- Pre-intro to any larger groups coming in that week
- Follow-up thank you and feedback call to all larger groups
- Promote and respond to customer reviews on socials
- Develop and distribute marketing collateral as appropriate
- Other management tasks as assigned or required from time to time
Job Types: Full-time, Permanent
Pay: $65,000.00-$75,000.00 per year
Benefits:
- Dental care
- Discounted or free food
- Paid time off
- Store discount
- Vision care
Experience:
- General Manger: 5 years (preferred)
- Hospitality management: 5 years (preferred)
Language:
- French (preferred)
Licence/Certification:
- Smart Serve (required)
Work Location: In person
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