Supervisor

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 guest

• Ensure 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