We are looking for an experienced and dynamic Operations Manager to oversee the daily operations of our escape rooms. The Operations Manager will be responsible for ensuring operational efficiency, delivering outstanding customer service, and leading a team of dedicated staff.
Key Responsibilities:
1. Operational Oversight: - Manage the daily operations of the escape rooms, ensuring all rooms are properly set up, maintained, and reset for each game. - Implement and enforce safety protocols and company policies. - Optimize scheduling to manage customer flow and maximize room utilization.
2. Team Leadership: - Recruit, train, and supervise staff, including Game Masters and Customer Service Representatives. - Develop staff schedules and ensure optimal staffing levels. - Conduct performance evaluations and provide ongoing training and development.
3. Customer Experience: - Deliver exceptional customer service, addressing inquiries and resolving any issues promptly. - Monitor customer feedback and implement improvements to enhance customer satisfaction. - Engage with customers to ensure a positive and memorable experience.
4. Facility Management: - Ensure the cleanliness, safety, and overall upkeep of the escape room facilities. - Coordinate with maintenance staff for repairs and updates to the escape rooms. - Manage the procurement and maintenance of props, supplies, and equipment.
5. Financial Management: - Assist in budgeting, financial planning, and expense control for operational activities. - Monitor financial performance and implement cost-saving measures.
6. Marketing and Promotions: - Collaborate with the marketing team to promote the escape rooms and drive customer engagement. - Plan and execute promotional events and activities to attract new customers.
7. Reporting and Analysis: - Prepare and present regular reports on operational performance, customer feedback, and other key metrics. - Analyze data to identify trends and make informed decisions for continuous improvement.
