Shop Supervisor
Overview:
As an Escape Room Supervisor, you’ll oversee daily operations to ensure a high-quality guest experience and seamless gameplay. This role requires a blend of leadership, strategic oversight, and hands-on management to guide the team in delivering memorable and immersive escape room experiences.
Key Responsibilities:
Guest Experience Management:
Ensure all guest interactions meet the highest service standards, providing strategic guidance on best practices for an engaging guest journey from arrival to departure.
Team Oversight:
Supervise front office team members, maintaining high performance standards and ensuring proper training in both game knowledge and customer service.
Issue Resolution and Conflict Management:
Efficiently handle complex guest issues and team conflicts, escalating matters to management only when necessary. Act as the primary point of contact for guest complaints, ensuring swift and satisfactory resolutions.
Operational Strategy:
Analyze guest feedback to identify trends, recommending actionable improvements in operations and guest experience to upper management.
Staff Development and Training:
Oversee team training programs, focusing on developing team members’ technical skills, game reset proficiency, and troubleshooting abilities. Conduct ongoing performance evaluations and mentor staff to encourage growth.
Scheduling and Roster Management:
Manage team schedules, adapting rosters to match peak times and seasonal demands. Approve and coordinate shift changes in the absence of the Manager.
Game Quality Assurance:
Regularly test and review escape room experiences to ensure that all elements (clues, props, and equipment) are functional and immersive, addressing any operational issues.
Inventory and Vendor Coordination:
Oversee inventory of game materials, office supplies, and merchandise. Coordinate with vendors as needed for maintenance, repairs, or replenishments.
Health, Safety, and Compliance:
Conduct routine safety checks of all rooms and areas, ensuring compliance with company policies and local regulations. Act as a point person in emergency situations, overseeing guest and staff safety.
Marketing and Promotions:
Collaborate with management to implement on-site promotions, seasonal packages, and unique events to drive guest engagement and sales.
What We Need in You:
Experience: Minimum of 3 years in a supervisory role within hospitality, entertainment, or customer service industries, ideally with experience in team management.
Leadership Skills: Strong ability to lead by example, inspire team members, and build a positive and cohesive work environment.
Problem Solving: Quick-thinking and resourceful in resolving operational or guest-related issues.
Technical Knowledge: Basic understanding of AV equipment and electronics to handle light/sound troubleshooting and room setups as needed.
Analytical Skills: Ability to analyze guest feedback and operational data, using insights to recommend improvements to the guest experience.
Flexibility: Willingness to work a flexible schedule, including weekends, evenings, and holidays, adapting to peak industry hours.
Communication and Interpersonal Skills: Exceptional ability to communicate clearly and effectively with guests, team members, and management.
