Supervisor Liverpool, England
Job description
SUPERVISOR
COMPANY DETAILS
Escape Hunt is the largest escape room business in the world and a global leader in experiential entertainment. Since it started in 2013, Escape Hunt has opened nearly 50 locations across 27 countries. Together, these sites are home to 250 of the most exciting escape room games around the world.
Escape Hunt operates its own venues in the UK and through franchise partners in the rest of the world.
ROLE LOCATION
Liverpool
ROLE OUTLINE
Responsibility for one business venues within Escape Hunt. They are responsible for strategy, structure, budgets, people, financial outcomes, facility management and scorecard metrics.
ROLE RESPONSIBLE TO
General Manager > Operations Manager > Head of Operations > C-Suit > Board of Directors
DUTIES AND RESPONSIBILITIES
Ensure the Games Masters follow the Escape Hunt guest journey for every guestEnsure the Games Masters deliver experiences for guests, providing 5* service at all times
Ensure the Games Masters follow the Escape Hunt GoGs at all times
Ensure Games Masters promote the company's pages on review websites such as Trup Advisor and Google.
Get involved with marketing, spreading the word about our unique and exciting experience
Ensure bookings are charged correctly and the operating system is filled in accurately
Ensure Games Masters upsell products after every group, tailored based on the guest’s needs (i.e drinks, packages, other games, etc)
Ensure work-related communication is done via approved channels at all times
Maintenance and upkeep of the games rooms and venue including cleaning
Ensure the bookings run on time
Maintain a reliable and organised system to ensure that all engagement with potential guests is followed up regularly and courteously
Understand, implement and champion the company quality control standards
Purchasing any materials, equipment or tools required with the approval of line manager
Keep track and maintain supplies and inventory of equipment and/or tools provided
Ensure the maintenance records are up to date
Assist management with recruitment, training and managing an enthusiastic team, inspiring them to adopt the core values of Escape Hunt and nurturing their individual talents whilst maintaining a solid standard of guest service
Assessing procedures and making recommendations for improvement
Perform job responsibilities in accordance with company policies, procedures, safety, and applicable laws.
Ensure Games Masters are reporting all accidents and incidents, actual and potential
Assist with other related duties as required by line manager
Meet required deadlines
Maintain a tidy, safe area while at work
Use equipment and work in a safe manner at all times
Report all accidents, actual and potential
ROLE KEY PERFORMANCE INDICATORS (KPIs)
Labour
Support management in achieving staffing percentage target of 30%
Support management in performing probation reviews 3 months after hire
Support management in performing 121s at least once/quarter and upload them on personnel file
Monitor and help Games Masters achieve their KPIs
Sales and marketing
Support management in achieving sales targets
Increase business reputation by receiving at least 10 5* reviews/week on Trip Advisor and Google
Ensure Games Masters maintain business reputation by receiving at least 95% 5* reviews/week on Trip Advisor and Google
Ensure Games Masters manage business reputation by reaching and maintaining number 1 spot on Trip Advisor (Fun and Games section)
H&S
Record and update the online accident board monthly
Reduce accidents by proactive action and reactive monitoring of accident analytics
INDMANAGE
