Venue Manager – Escapology Framingham

Full-Time | Quarterly Bonus Potential

Ready to Turn Your Next Job into an Adventure?

If you love puzzles, mysteries, and creating unforgettable experiences, we may have found the missing piece!

Are you a natural leader who loves creating unforgettable guest experiences, solving problems, and keeping a team energized? Escapology is looking for a hands-on Venue Manager to lead the daily operation of one of our escape room venues.

This is not a sit-behind-a-desk management position. One moment you may be coaching an employee or planning a private event, and the next you may be helping guests, resetting a game, troubleshooting a puzzle, or fixing a prop. If you enjoy fast-paced hospitality and no two days being exactly the same, this could be the perfect role for you!

The Venue Manager is responsible for leading the day-to-day operation of an Escapology venue, including staffing, training, guest service, sales, inventory, facility maintenance, and financial and operational controls.

Job Responsibilities
Venue Operations

• Lead daily venue operations and maintain company standards for guest service, safety, cleanliness, staffing, and overall performance.
• Independently open and close the venue in accordance with all security, cash-handling, safety, and operational procedures.
• Schedule roughly 10-15 employees and ensure adequate shift coverage and cover call-outs or open shifts when another qualified employee is unavailable.
• Identify staffing needs and recruit, interview, select, and hire employees in coordination with Human Resources and the Area Manager and within approved guidelines.
• Plan and conduct new-hire training and confirm employees are prepared to perform their assigned roles independently after completing required training.
• Coach, train, and develop employees through regular feedback, follow-up, and reinforcement of company expectations.
• Address employee performance and conduct concerns and administer appropriate disciplinary action in coordination with Human Resources and the Area Manager.
• Attend weekly manager meetings with the Area Manager and leaders from other venues and complete assigned follow-up items.
• Review and approve timecards and paid-time-off requests accurately and within required deadlines.
• Manage venue labor performance, monitor scheduled versus actual hours, and make appropriate staffing adjustments.
• Communicate operational priorities, policy updates, training requirements, and room changes to the team.
• Maintain required employee training and alcohol-service compliance records and follow all applicable laws and company policies.
• Book, coordinate, and oversee private events, ensuring all event details are communicated and each event runs smoothly.
• Remain current on required training, operational updates, and game or room changes, and communicate relevant information to employees.
• Tracking of the following: sales, customer counts, comps, giveaways, gift certificates, waste, overtime, costs of products, repairs and maintenance, among other things.
• Reset games after they have been played
• Use Escapology’s M3 software to provide hints/clues to guests during game play
• Create an upbeat, fast-paced, and fun atmosphere for guests and coworkers
• Mix and serve non-alcoholic and alcoholic beverages
• Perform other job-related duties as assigned by management.

Guest Experience, Sales & Communication

• Perform activities that facilitate the customer service experience (meeting and greeting customers; customer check-in; pre-game service, game mastering; interacting with customers; post-game experience; etc)
• Respond to guest questions, complaints, and service-recovery needs; resolve concerns within approved authority and escalate serious matters when necessary.
• Monitor, respond to, and help improve online guest reviews while coaching the team to appropriately request feedback from guests.
• Manage venue emails, phone inquiries, bookings, reservations, donations, event payments, and catering coordination accurately and professionally.
• Responsible for ensuring the venue and games are maintained to 100% franchise standard.
• Drive revenue by promoting additional games, replay opportunities, beverages, merchandise, and event offerings.
• Represent the venue at marketing and community events, oversee promotional displays, and communicate sales opportunities and upcoming events to the appropriate team members.

Inventory, Maintenance & Technical Support

• Maintain appropriate inventory levels for beverages, merchandise, event supplies, cleaning products, office supplies, and other venue needs.
• Purchase approved inventory and supplies within established budgets, purchasing procedures, and authorization limits.
• Maintain a clean, safe, secure, and guest-ready facility by enforcing daily, weekly, and monthly cleaning and inspection schedules.
• Maintain the venue repair list, complete routine maintenance and basic prop or puzzle repairs, and document completed work.
• Troubleshoot operational and technical issues and promptly escalate advanced repairs, IT issues, safety concerns, or unresolved problems to IT, the Area Manager, or another designated resource.