Job Description

With this being a brand new company and concept, we are keeping certain details confidential until closer to our launch date. Those interested in the job will be provided with more information! This is from the same team that brought Memphis Escape Rooms and Amuse The Adventure Museum to life.

General Description:

The Location Manager will manage the day-to-day operations of our new immersive entertainment company. They will ensure the facilities are kept up to excellent standards, control experience quality, general maintenance, inventory, handle staffing needs, and do what needs to be done to create an excellent experience for guests in person and those seeking to come to the New Portfolio Company. The Location Manager will work in tandem with the COO, CPO, and Operations Director to ensure staff are moving forward, aware of policy changes, and doing their role to the best of their ability. The Location Manager is the carrier of the New Portfolio Company culture and ensures the culture onsite of the New Portfolio Company is aligned with our key values. They will manage purchasing inventory for the location and ensure backups are purchased or created as needed. They will have experiences, games, and customer policy knowledge. They will be able to train all staff in any role and solve any issues that may arise or be able to work with another manager to do so. They will be responsible for everything happening at their location in 3 main categories: the experiences, the staff and the customers.

Specific Job Responsibilities Include:

• Carry the New Portfolio Company values of excellence, positivity, good communication, initiation, commitment, and growth oriented as you lead the location and all aspects that go along with that.
• Manage the shift managers at your assigned location, communicating policies and updates, overseeing progress, collaborating with the HQ team to provide onsite training and problem solving when needed. Be available to them. Set objectives and ensure they are achieved and recognized, foster a cohesive, creative, safe, and comfortable work environment for them to lead in.
• Manage the Game Operations Team at your assigned location in conjunction with the Operations Director, overseeing growth of team members by identifying strengths, creating, and overseeing a development plan, ensuring best practices for experience hosting and staff flow are being carried out, monitoring customer interactions, monitoring Food and Beverage practices, identifying areas of improvement and assisting with problem solving. Care about the team and get to know them so you can advocate for them to management. Have tough improvement conversations when needed and celebrate wins often.
• Plan events, celebrations, and team training as needed.
• Submit a weekly report to management every Monday, covering key staffing challenges, game-related issues, Food and Beverage sales, and a review of footage for escalated incidents. This report should also include logged expenses, general maintenance, inventory checks and needs, as well as any hiring needs.
• Oversee day-to-day operations for the New Portfolio Company and monitor the quality and experiences being had by customers and staff. Use video footage to check in weekly on elevated issues and play through each game on your own and inspect each experience at least every other week to ensure everything plays and looks as it was intended when first opened. Make sure the location is ready to receive guests and looks nice.
• Ensure staffing needs are met for each day, pushing people back on the schedule, adding and cutting people when needed, and finding stand-ins when last-minute changes are needed or asked for. If no one can come in, you are responsible to fill that need. As this skill grows take over location scheduling.
• Manage inventory of supplies, including all bar items, cleaning supplies, staff snacks and drinks, business materials, merchandise, and other specific items pertaining to the business. Purchase new supplies as necessary from appropriate vendors and work with HQ team to procure larger items. Adhere to budgeting needs when ordering supplies as outlined from COO.
• Keep storage room and public spaces clean, organized, useful, and safe. Keep inventory of tools needed to complete tasks and keep them in working order. Photos of the storage room, bar, and kitchen will need to be sent each Friday.
• Keep the safe secure and empty it out when cash is over $500. The cash exceeding $500 will need to be brought to the HQ location each Monday. Track and implement a secure cash policy with the online form. Hold the team accountable to following these procedures and being honest.
• Be available in Slack to answer location needs and answer staff and HQ questions. Help with customer chats. LM is first up in Slack to answer all location questions and brings in the help of others if needed.
• Keep staff moving forward in downtime. Moving either the staff forward in training or the location forward in maintenance and upkeep. Keep an ongoing and up to date list of things for the team to work on.
• Assist with answering emails and phone calls as they come in during the day before we are open to hit weekly sales goals.
• Work to enact areas of improvement or feedback that come from weekly reports both with staffing and maintenance. Keep shift managers updated on areas of improvement or things to look out for. Conduct training or send out communications when necessary.
• Handle “next level” maintenance issues for the experiences as they arise pulling in the Production team less and less as your skills grow. Teach shift managers fixes as you learn them.
• Support the implementation of new business strategies, plans, and procedures, with f lexibility to travel for consulting opportunities or to other locations as needed.
• Be available to attend management team meetings for Puzzol Creative, LLC and conduct meetings with Game Operations Team as needed. These meetings happen monthly, but in some seasons may be more frequent.
• Represent the New Portfolio Company at trade fairs, festivals, and partnership events as needed.
• Identify industry trends for customer experience and game operations and incorporate when possible. Stay up to date on trends and maintain knowledge base through attending trade shows, industry events, and doing marketing research. Every experience at an adjacent business that you want to play at (for the first time) Puzzol Creative will pay for your 1 ticket. We encourage you to play often!
• Articulate vision for improvement to room experiences and expansion needs. Participate in expansion activities (investments, acquisitions, corporate alliances etc.) and be onsite for building new rooms as needed.
• Utilize your time and resources efficiently to keep the culture, vibe, quality, experiences, staff, brand, and all events excellent at the New Portfolio Company and constantly moving forward in line or ahead of the industry. This means always showing up to work related events to lead the way in building relationships.
• Feel ownership over the experiences, the bar, the staff, the customers, the policies, the vibe, the successes and failures of your location, and work in tandem with the Game Operations team to constantly be improving the experience for all these things.
  
  

Company Description

We are a creative company that started 2015. We also own and operate Memphis Escape Rooms, The Escape Room Florence, and The Adventure Museum. We build all of our own things and love to delight customers!

We are a creative company that started 2015. We also own and operate Memphis Escape Rooms, The Escape Room Florence, and The Adventure Museum. We build all of our own things and love to delight customers!