Assistant Manager

The Escape Room USA; Westfield (IA); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) program

PTO

Competitive pay

Job summary

The Escape Room USA in Westfield, IA, is seeking an Assistant Manager to support the location manager in daily operations and to deliver a 5-star guest experience.

You will schedule bookings, train staff, delegate tasks, supervise teams, run rooms as needed, and coordinate with senior leadership on promotions and policies. This full-time role includes health, dental, vision, 401(k) and PTO benefits.

Qualifications

• Experience in hospitality or entertainment with guest-facing roles.
• Ability to manage busy environments and multi-task.
• Willingness to work weekends and holidays.
• Strong communication and leadership skills.

Responsibilities

• Assist the location manager with daily operations.
• Schedule and coordinate Escape Room bookings.
• Train and supervise staff.
• Maintain safety and cleanliness.
• Handle guest inquiries and resolve complaints.
• Run Escape Rooms as needed.

Skills

Customer service

Team leadership

Communication

Multitasking

Reliability

Availability

Job description

Position Description

Assistant Managers are tasked with working closely with the location manager, other assistant managers, COO, and CEO to ensure smooth daily operations at The Escape Room USA and a 5-star experience for every guest.

General Duties Include

• Assisting the location manager in organizing, planning and implementing strategy, as well as day‑to‑day operations.
• Close communication (even when not onsite) with location manager, assistant managers, COO, and CEO through GroupMe to provide clear communication regarding rooms, repairs, customer service, and operations.
• Ensuring that company guidelines are followed.
• Maintaining a safe and clean work environment.
• Scheduling Escape Room Adventures over the phone and in person.
• Close communication with Director of Sales regarding current booking procedures, promotions, and policies.
• Providing training to employees on Escape Room processes, check‑in, and lounge.
• Delegating tasks to employees to ensure rooms and day‑to‑day operations run smoothly.
• Supervising, leading and motivating employees.
• Running Escape Rooms as needed.
• Preparing and serving drinks as needed in the lounge.
• Communicating with guests regarding TERUSA product and policies.
• Ability to convey the TERUSA product with high efficiency and attention to detail.
• Guiding and interacting with customers through all aspects of their Escape Room Adventure
• Monitoring customer satisfaction, as well as managing and resolving customer complaints (including reporting any issues to upper management immediately).

Job Requirements Include

• Positive attitude
• Good team player, working to provide a 5-star experience for every customer.
• Able to multi‑task effectively and efficiently.
• Must have full availability (7 days a week, 52 weeks a year), including holidays.
• Must be on time for every shift and scheduled meetings.
• Must be in uniform as set forth by The Escape Room USA handbook.
• Willingness to accept constructive criticism and enact necessary changes in order to be a better Assistant Manager.
• Ability to follow directions and ask questions as needed.
• Must be able to handle physical activity such as deep cleaning, standing, crawling, bending, lifting 20‑40 pounds, etc. as needed for the job.
• Willingness and ability to adhere to company policies and be guided by company’s Core Values while at work.
• May be expected to stay late or come in early depending on the needs of the company.

Skills And Abilities Include

• Passion for Escape Rooms/entertainment experiences.
• Desire to provide a 5‑star experience to every team and guest.
• Flexibility and teachability.
• Great communication skills (conversing with guests, management, and staff, as well as giving clear hints and instructions).
• Commitment to immersive atmosphere while running rooms.
• Outgoing personality.

Pluses (but Not Required)

• Prior managerial experience.
• Prior experience playing escape rooms.
• Prior experience in the customer service or entertainment industry.
• Theater, improv, and public speaking experience.

This position is full‑time with expected hours each week will be approximately 40‑50. Benefits for full‑time employees include health insurance, dental insurance, vision insurance, 401(k) program, PTO, and competitive pay.