Course Overview:

In the General Manager concentration, we will focus on leadership training and teach how to manage three areas of the escape room business: 1) Customer Experience, 2) Staff, and 3) Facility and Rooms.

We will cover topics like:

• Customer service principles and best practices
• Checks and balances that will help the manager and owner stay on the same page
• Creation and usage of checklists
• Hiring, training and firing staff
• How to keep facility and rooms well maintained

This intensive will teach a member of your staff how to spend their time as a manager, where and what to focus on, and what standards they should uphold to help the business build its reputation and profits.

Example Job Description:

Job Title: Location Manager
Reports to: Escape Room Owner
Hours: Full-time, exempt (generally 40+ hours per week, evenings/weekends as needed)

POSITION SUMMARY

The Location Manager oversees all aspects of an escape room location, including staff supervision, customer experience, facilities and safety, scheduling, inventory, vendor coordination, and compliance with company policies and regulations.

ESSENTIAL DUTIES & RESPONSIBILITIES

Staff Management

• Recruit, interview, and onboard staff in conjunction with oversight of the owner.
• Conduct quarterly performance reviews; provide coaching and enforce policies.
• Build engagement: celebrate staff birthdays and milestones; plan quarterly awards and training events.
• Create staffing schedules at least two weeks in advance; adjust and fill shifts as needed.
• Maintain training records; audit bonus numbers and timesheets and ensure payroll figures are ready for the owner or payroll staff to input.

Operations & Customer Experience

• Oversee daily operations to ensure rooms are clean, functional, and guest-ready.
• Conduct monthly rotating walkthroughs and playthroughs of all experiences to verify quality and consistency.
• Resolve customer issues promptly; monitor performance through observation and video review.
• Complete Monday reports covering escape rates, average clues, escape times, issues, and staff notes.

Facility, Safety & Vendors

• Perform light maintenance; escalate major repairs to owner or other staff if needed.
• Ensure facilities meet Amusement Device Safety Inspection requirements or other applicable codes.
• Verify fire extinguishers are in date and safety systems are operational.
• Complete weekly checks of fog machines, in-room printers, and other items on the weekly checklist.
• Communicate with, schedule, and pay all service vendors (e.g., plumbing, pest control, janitorial) and track service intervals.

Inventory & Purchasing

• Track and order props, supplies, and merchandise within budget guidelines.
• Maintain adequate backups for props and amenities; ensure snack and cleaning inventories remain full.

Communication, Reporting & Business Support

• Respond promptly to customer and staff communications.
• Implement initiatives from management meetings and report operational updates regularly.
• Participate in strategic improvements and represent the company at external events as assigned.
• Stay current on industry trends and apply best practices.

QUALIFICATIONS

• Prior management/supervisory experience preferred.
• Strong leadership, organization, and communication skills.
• Ability to manage scheduling, training, performance, and light maintenance.
• Flexible availability (evenings/weekends/holidays).
• Commitment to company values, professionalism, and safety.