Operations Manager – Multi-Site (Escape Rooms)

LOST REALITY Live Escape Game; Perth; On-site; AUD 75,000 - 80,000; Full time

Benefits offered by this job

Superannuation

Job summary

Lost Reality is a premium, fast-growing escape room business operating across three venues in Perth-Cannington, Victoria Park, and Belmont. We pride ourselves on delivering highly immersive, high-quality experiences for our customers.

We are looking for a strong, autonomous Operations Manager to take ownership of our daily operations and lead our team of Game Masters. This role requires strong weekend availability (a Wednesday to Sunday roster is preferred) to ensure you are leading the team

Qualifications

• Experience in a management or multi-site leadership role.
• Ability to lead and hold staff accountable.
• Strong organisational skills balancing admin and floor management.
• Willingness to work weekends.
• Must hold a valid driver’s license and have a vehicle.

Responsibilities

• Multi-site leadership: oversee three venues (Cannington, Victoria Park, Belmont) and rotate between sites.
• Team management: recruitment, onboarding, training, and monthly rostering.
• Quality assurance: conduct audits and spot-checks to enforce policies and standards.
• Basic venue troubleshooting: perform minor fixes with hand tools and escalate complex issues.
• Issue resolution: act as escalation point for live customer disputes and operational hurdles.
• Operations & events: manage daily admin and assist with logistics for events and large bookings.
• Reporting & communication: keep owner and management updated on performance and needs.

Skills

Multi-site leadership

People management

Operational management

Staff rostering

Customer service excellence

Driver's license

Tools

Rostering software

Job description

Operations Manager - Multi-Site (Escape Rooms)

Lost Reality is a premium, fast-growing escape room business operating across three venues in Perth-Cannington, Victoria Park, and Belmont. We pride ourselves on delivering highly immersive, high-quality experiences for our customers. As we continue to expand, we are looking for a strong, autonomous Operations Manager to take ownership of our daily operations and lead our team of Game Masters.

The Role

This is not a traditional desk job. As our Operations Manager, you will be the driving force behind our three locations, dividing your time between high-level operations and on-the-ground floor management.

Because our peak times are on weekends, this role requires strong weekend availability (a Wednesday to Sunday roster is preferred) to ensure you are leading the team when the venues are at their busiest. You will have the authority to run daily operations, enforce company policies, and ensure our staff are delivering a consistent, 5-star experience every single shift.

Key Responsibilities

Multi-Site Leadership: Oversee the day-to-day operations of our Cannington, Victoria Park, and Belmont venues, rotating between sites to maintain a strong leadership presence.

Team Management: Handle end-to-end recruitment, onboarding, training, and monthly staff rostering to ensure all venues are optimally staffed.

Quality Assurance: Conduct targeted operational audits and regular spot-checks to ensure staff strictly adhere to company policies, maintain high standards of venue cleanliness, and stay actively focused on the floor.

Basic Venue Troubleshooting: Perform minor, on-the-fly fixes to escape room props or puzzles using basic hand tools (full training provided), and escalation & communicate complex technical issues to our dedicated maintenance team.

Issue Resolution: Act as the primary escalation point for live customer disputes and operational hurdles across all locations.

Operations & Events: Oversee daily administrative operations and assist with logistics for corporate events and large bookings.

Reporting & Communication: Maintain open, consistent communication with the owner and key management staff regarding venue performance and operational needs.

About You

Proven experience in a Management or Multi-Site leadership role (hospitality, retail, or entertainment preferred).

A firm, authoritative leader who is comfortable holding staff accountable, having difficult conversations, and enforcing standards.

Highly organised and able to autonomously balance administrative tasks with active floor management.

Comfortable using modern rostering and other work-related software.

Thrives in a fast-paced environment and has the flexibility to work weekends when our venues are busy.

Must hold a valid driver's license and have a reliable vehicle to travel between venues.

What We Offer

A competitive starting salary of $75,000 + Super, with a scheduled performance review at 6 months and a defined pathway to $80,000.

The trust and authority to lead a large team and take true ownership over the floor across three dynamic entertainment venues.

A fun, engaging industry where no two days are exactly the same.