The Experiences Manager is responsible for working in conjunction with the General Manager and management team in all aspects of the business, focusing on the overall in-house guest experience, reservations, escape rooms, lounge games, 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 experience operation under the guidance of the General Manager
Learn the business and understand immersive entertainment trends and tastes
Develop a strategy to establish Escape Manor as a recognizable brand in Ottawa
Develop and report out on financial budgets, forecasts and other operational targets
Attend local networking events as necessary and develop community relationships
Lead by example and be a resource to all members of the team
People:
Create a culture of camaraderie and service excellence
Create synergy amongst the various departments
Hire, train, and maintain an exceptional team for on-site experiences including escape rooms and more (using HR files)
Schedule employees and determine optimal staffing levels for experiences and, as needed in the GM's absence, other FOH employees
Have oversight on, and create development plans for, leaders and front-line staff
Establish and execute ongoing performance programs
Work with management team on new ideas, staff incentives and monthly targets
Manage labour costs in accordance with budget
Facilities and Systems:
Keep the venue in pristine shape, including all experiences
Monitor and manage escape rooms and lounge games
Check washrooms, storage and control rooms 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
Ensure venue is fully stocked with all necessary supplies and backups for experiences and experiences team members
Ensure operational systems and delivery standards are being upheld
Escape Rooms:
Oversee and train escape room hosts to do the following, as well as fill in as host when scheduling requires:
Greet guests; be an ambassador of the brand
Answer questions regarding general escape briefing notes
Deliver storyline/context for escapes; YOU put the "immerse" in "immersive"
Provide clues to guests and manage all aspects of the face-to-face room escape experience
Reset escape rooms between guests accurately and efficiently
Trigger elements of Escape experiences through hitting cues for lights/props/timers/soundtracks/puzzles as necessary
Make repairs and modifications to game experiences as necessary
Debrief guests after their escape experience, spot any potential negative reactions
Maintain public space and room escape cleanliness as required or assigned
Ensure our guests have an awesome time, rebook and leave positive feedback/reviews
Lounge Games
Oversee and train hosts to supervise and engage guests, as well as fulfill this role as scheduling requires
Manage reservation systems and upsell experiences when possible
Ensure guests have an awesome time, rebook and leave positive feedback/reviews
Maintain cleanliness and functionality as required or assigned
This element of the role may expand or be modified as these experiences are further developed*
Community Outreach and Digital Marketing:
Seek networking opportunities to grow the brand
Support local sales and events initiatives
Directly support corporate marketing functions and manage venue-specific digital channels in conjunction with EMJ management team
Generate fun and relevant media content for Ottawa and other corporate uses
Increase social media presence to hit all Manor Social Media Benchmarks
Guest Services and Other:
Daily review and response to site-specific correspondence (email, voicemail)
Engage guests and ensure a first-class experience
Serve food and beverage items in our licensed lounge when required
Accept reservations and make modifications to bookings
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
Be the main point of contact for Guest Recovery due to experiences
Job Types: Full-time, Permanent
Pay: $20.00-$22.00 per hour
Benefits:
Discounted or free food
Store discount
Experience:
Theater : 2 years (preferred)
Working with children: 2 years (preferred)
Hospitality: 2 years (preferred)
Language:
French (required)
Work Location: In person
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Job Detail
Job Id
JD2779819
Industry
Not mentioned
Total Positions
1
Job Type:
Full Time
Salary:
Not mentioned
Employment Status
Permanent
Job Location
Nepean, ON, CA, Canada
Education
Not mentioned
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Beware of fraud agents! do not pay money to get a job
MNCJobz.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.