Job Description

1. Guest Experience & Customer Service

Greet guests warmly and check them in. Confirm booking details, waivers, player count, and special requests. Manage timing: ensure groups start and finish games on schedule. Address customer questions, concerns, and special accommodations. Provide excellent service that encourages 5-star reviews.

2. Game Briefing & Storytelling

Deliver clear, engaging pre-game briefings tailored to each room theme. Explain rules, safety guidelines, and room storyline with enthusiasm. Set the tone for the adventure -- confident, fun, and immersive. Communicate expectations (no force, what's allowed/not allowed). Post-game debrief: celebrate successes, explain missed puzzles, and offer to take team photos.

3. Live Game Monitoring

Monitor players via cameras and audio. Provide timely hints that keep the experience flowing while maintaining challenge. Record game progress, issues, and reset notes. Stay alert and attentive throughout the entire gameplay.

4. Upselling & Revenue Generation

Game Masters play a key role in increasing sales by:

Upselling Before or After the Game

Offer add-ons such as:

Extra players

Dedicated game masters

Souvenirs (photos, plush toys, merch)

Water/juice/snacks

Gift cards

Future bookings ("10% off if you book today!")

Promoting Other Rooms or Playground Services

Recommend additional rooms for groups finishing early. Mention party packages, corporate events, or holiday specials. Encourage returns by highlighting new rooms or limited-time promotions.

Review Encouragement

Politely ask guests to leave a 5-star review after a positive experience. Provide QR codes or direct links for easy access.

5. Resetting & Maintaining Escape Rooms

Ensuring rooms are perfect for the next team:

Resetting Tasks

Follow detailed reset checklists for each room. Replace all locks, props, clues, keys, and tech components accurately. Ensure puzzles function correctly every time. Confirm room cleanliness (trash, fingerprints, moved furniture). Re-test electronic elements and sensors after every reset.

Room Quality Control

Identify damaged props or malfunctioning puzzles. Report issues immediately and update the incident log. Fix minor issues when trained; escalate major issues to management.

6. Cleaning & Hygiene

Wipe down high-touch surfaces between groups. Sweep, mop, vacuum public areas and hallways as needed. Sanitize handrails, props, and locks. Keep front desk, lounge, and lobby looking clean and welcoming. Empty garbage/recycling containers regularly.

7. Store Upkeep & Daily Operations

Open and close the store following checklists. Manage supplies: batteries, locks, paper, pens, props, snacks. Restock juice/water/merch as directed. Keep uniforms and name tags clean and professional. Follow safety protocols and emergency procedures. Assist with simple maintenance tasks (changing bulbs, replacing batteries).

8. Social Media Support

Game Masters help strengthen online presence by:

Creating short videos/reels of: Room features (without spoilers) Behind-the-scenes resets Fun team photos (with permission) Countdown puzzles or teaser clips Taking high-quality group photos for guests. Encouraging guests to tag the business on Instagram, TikTok, or Google. Reporting any viral content opportunities to management.

9. Teamwork & Communication

Communicate room issues clearly to other team members. Share updates in Slack/WhatsApp/Connecteam logs. Assist teammates during peak rush hours. Participate in meetings about guest feedback and puzzle improvements.

10. Safety & Policy Enforcement

Ensure guests follow all safety rules. Watch for climbing, forceful pulling, or unsafe behavior. Maintain calm and control during emergencies. Follow fire, evacuation, and first aid protocols.

Ideal Qualities

Friendly, energetic, and comfortable speaking to groups. Strong attention to detail. Calm under pressure. Quick problem-solver. Social media savvy. Reliable, punctual, and honest. Able to multitask in a fast-paced environment.
Job Types: Part-time, Fixed term contract, Casual, Seasonal, Internship / Co-op
Contract length: 6 months

Pay: $17.65-$25.00 per hour

Expected hours: 15 - 40 per week

Benefits:

On-site parking
Work Location: In person