OPERATIONS MANAGER – ESCAPE CITY
Escape City, a world-class, award-winning escape room entertainment company, is seeking an Operations Manager to lead our Edmonton location (5916 104 Street NW).
We are looking for an experienced manager with excellent leadership and organizational abilities, strong problem-solving skills, and a passion for developing people and delivering exceptional customer experiences. The Operations Manager will report directly to the Managing Partner and lead the Edmonton team, with support from an Assistant Manager.
The Operations Manager is responsible for the overall day-to-day performance of the Edmonton location, including staff leadership and development, guest experience, business administration, bookings and events, reporting, and facility operations. This position combines hands-on leadership with the administrative responsibilities required to keep the location organized, staffed, maintained, and operating at a high standard. A major focus of this role is our people and workplace culture. The Operations Manager will help make Escape City a fun and rewarding place to work by being engaged with the team, providing regular feedback and coaching, recognizing great work, and supporting employee development.
This is a full-time, 40-hour-per-week salaried position with the following regular weekly schedule. Hours may occasionally vary based on business needs, special events, holidays, staffing, or management coverage requirements:
- Tuesday: 9:00 AM – 5:00 PM
- Wednesday: 1:00 PM – 9:00 PM
- Thursday: 1:00 PM – 9:00 PM
- Friday: 9:00 AM – 5:00 PM
- Saturday: 9:30 AM – 5:30 PM
- Sunday & Monday: OFF
Key Responsibilities
Staff Leadership & Development
- Lead, support, and provide direction to the Edmonton team, including the Assistant Manager and Shift Leaders, developing a strong leadership team capable of independently leading operations.
- Manage employee recruitment, interviews, onboarding, training, coaching, and development.
- Provide regular feedback, recognize strong performance, and address performance or behavioural concerns when required.
- Maintain appropriate documentation related to employee performance and management matters.
- Promote a fun, positive, productive, and customer-focused workplace culture while ensuring employees follow Escape City standards.
Business & Administrative Operations
- Manage the day-to-day administrative requirements of the Edmonton location.
- Create and maintain employee schedules, track employee hours, monitor staffing requirements, and manage labour costs.
- Manage location inventory, supplies, and purchasing.
- Complete routine operational reporting.
- Coordinate with outside suppliers, contractors, and service providers as required.
Guest Experience & Customer Relations
- Ensure guests consistently receive an exceptional Escape City experience.
- Maintain high standards for game onboarding, game mastering, room resets, and customer interactions.
- Respond professionally and promptly to customer questions, concerns, complaints, and feedback.
- Make appropriate service-recovery decisions and follow up on customer issues requiring additional attention.
- Manage responses to online reviews and identify opportunities to continually improve the guest experience.
Bookings & Events
- Manage customer, corporate, school, and group booking inquiries and maintain bookings within Escape City's booking platform.
- Ensure upcoming groups and events are properly organized, communicated, and staffed.
- Coordinate with the Mobile Events Coordinator to ensure mobile events are appropriately scheduled and staffed.
- Oversee and execute corporate events, school bookings, parties, and other group experiences as required.
Financial & Cash Management
- Review cashouts and ensure cash-management procedures are being followed.
- Manage deposits, floats, and routine cash reconciliation.
- Review employee hours and payroll information for accuracy, and coordinate with the Financial Manager to resolve payroll discrepancies or concerns.
- Monitor labour and other controllable operating costs.
Facility & Operational Leadership
- Lead shifts on the floor and ensure day-to-day operations run smoothly and consistently.
- Maintain Escape City's operational, facility, and brand standards, including cleanliness, organization, and presentation.
- Monitor escape rooms, props, sets, puzzles, and technology to ensure they are functioning properly and maintained to a high standard.
- Troubleshoot room and technology issues that arise during operations, working with on-call technicians when additional technical support is required.
- Perform or coordinate minor repairs and touchups with staff when appropriate.
- Identify preventative maintenance needs and larger facility or technology issues, coordinating with the Build and Maintenance Team to ensure they are addressed.
Pay: $50,000.00-$54,000.00 per year
Benefits:
- Dental care
- Paid time off
- Vision care
Experience:
- Management: 2 years (preferred)
Licence/Certification:
Location:
- Edmonton, AB T6H 2K3 (required)
Work Location: In person
