Experience Site Manager

ABOUT THE ROLE

The Experience Site Manager role is responsible for end-to-end management of our experience site in xxxx, which will feature # unique experiences housed within the same venue. You will be the business owner and accountable for ensuring world class operational execution,  exceptional customer service, and financial efficiency.

Based in London, the Experience Site Manager will sit within the local site Management Team and report directly to the Fever Originals Local team. You will be at the helm – you’ll drive daily local operational decisions and lead your team in ongoing budget and operational optimization efforts. You’ll also actively work towards building the brand within the city community through community partnerships and private events. 

This position requires someone with an action-bias who is ready to roll up their sleeves and take ownership over the site, all while understanding and abiding by the policies and procedures set out by our Corporate Team and Production Partners. 

About the Project

Forget escape rooms, 123 Boom! is the ultimate immersive experience that throws you headfirst into a vibrant, action-packed video game come to life. Gather your squad of 4-8 players and prepare for 75 minutes of adrenaline-pumping challenges across six themed rooms.

Your mission? Defuse the giant paint bomb before it explodes! Each room throws a unique arcade-style hurdle your way. Dodge lasers, navigate a room suspended over "lava," crack cryptic codes, and test your mental agility with fast-paced games. Work together, think fast, and unleash your inner hero to conquer each challenge and earn precious extra time.

GENERAL RESPONSIBILITIES:

Operational & Experience Management:

• Lead the day-to-day operations of the venue, ensuring the highest service quality and guest satisfaction.
• Manage, schedule, and delegate responsibilities to on-site staff. Ensure daily staff timecards and staff reports are accurate.
• Managers are expected to run different sessions themselves during the week, setting an example for the on-site staff. 
• Ensure all experiences run smoothly and on time with minimal disruptions.
• Maintain show elements, equipment, and overall facility cleanliness and readiness, arranging service calls when needed
• Coordinate and manage end-to-end execution of corporate and private events, from inbound requests and bookings to execution. 
• Implement and uphold safety procedures to protect guests and staff.
• Oversee compliance with all local, state, and federal regulations and requirements.
• Complete detailed daily show reports to provide to the Production Company  highlighting actions needed and taken on site, and complete incident reports, as needed

Community Development & Guest Experience

• Act as the first point of escalation for guest concerns, resolving issues quickly and empathetically
• Ensure a welcoming environment for all guests by anticipating their needs and providing exceptional customer service
• Model excellent service and maintain strong relationships with community partners, suppliers, and corporate stakeholders
• Maintain up-to-date knowledge of event schedules, promotions, and ticketing updates to anticipate guest needs and optimize the experience
• Drive local attendance and brand visibility through community engagement, partnerships, and special events
• Strengthen the brand's presence in the city through outreach initiatives, cultivating lasting relationships with local businesses and partners
• Ensure high levels of customer satisfaction by monitoring guest feedback and implementing improvements when necessary
• Oversee all B2B and B2C group bookings, ensuring that clients' expectations are met and exceeded

Administrative, Reporting and Accounting Responsibilities:

• Assist in managing the venue’s budget, including payroll auditing and cost control measures to ensure financial health
• Handle retail sales and inventory management, ensuring stock levels are maintained and products are available to guests
• Complete daily show reports, incident reports, and assist with any administrative duties as needed
• Track KPIs such as labor efficiency, revenue per visitor, and overall profitability, identifying areas for improvement
• Propose and foster ideas during strategy meetings to optimize operations, enhance the guest experience, and improve venue performance
• Regularly report on venue performance, including financial reports, staffing updates, and operational issues
• Lead brainstorming and strategy sessions to drive growth and increase operational efficiency
• Ensure compliance with all regulatory requirements, including safety protocols and local laws

Skills & Requirements

• 5+ years of experience in operations, hospitality, live entertainment, franchise management, or a related industry.
• An understanding of budgeting and controlling expenses and retail operations
• Leadership and management skills and ability to communicate effectively in oral and written communication  
• Excellent planning and organizational skills; ability to manage multiple priorities  simultaneously to ensure work is completed in a timely and productive manner 
• Friendly, energetic, and enthusiastic personality
• Comfortable with technology and basic troubleshooting
• Ability to problem-solve and think quickly on your feet.
• Ability to stand for extended periods of time; moderate level of physical ability is required  
• Reliable transportation and ability to arrive on time for scheduled shifts
• Flexible schedule (evenings, weekends, and holidays may be required).
• Proficiency in Google Suite
• Strong commitment to equity, diversity, inclusion and accessibility; with the ability and  commitment to work with diverse groups in terms of gender expression, race, sexual  orientation, religion, ability, age, class and immigrant status