Venue Operations Manager – Guest Experience Lead

Socket.dev; Tewksbury (MA); On-site; USD 30,000 - 36,000; Full time

Job summary

Escapology Tewksbury seeks a Venue Manager to lead daily operations and deliver a high-energy, welcoming experience for guests and staff at our Merrimack Valley location.

You will recruit, train, coach, and schedule a 10–15 person team, open/close the venue with proper procedures, oversee private events, respond to guest inquiries, and manage reviews while optimizing labor, costs, and inventory.

Qualifications

• Confident, approachable leader who develops employees.
• Organized, proactive, and able to work independently.
• Able to multitask in a fast-paced environment.
• Strong communicator handling guest and employee concerns.
• Tech-savvy and able to learn and troubleshoot technology.
• Flexible schedule including days, evenings, weekends, and holidays.
• 21+ with reliable transportation.
• TIPS certification or willingness to complete training.
• High school diploma or equivalent preferred.
• Associate or bachelor’s degree preferred but not required.
• Background check/CORI screening required.

Responsibilities

• Lead daily venue operations and create a welcoming guest/employee experience.
• Hire, train, coach, schedule, and develop a team of 10–15 employees.
• Open/close venue following security, cash-handling, and safety procedures.
• Ensure shifts are covered and fill call-outs when needed.
• Book and oversee private events from planning through completion.
• Respond to guest inquiries, complaints, emails, calls, and reservations.
• Manage online guest reviews and coach the team on experiences.
• Monitor labor, sales, guest counts, discounts, costs, waste, overtime, etc.
• Maintain inventory and purchase beverages, merchandise, and supplies.
• Keep games and facility operating to Escapology standards.
• Complete basic maintenance and escalate advanced issues.
• Support local marketing events and promote offerings.
• Work with team by game mastering, resetting rooms, serving beverages.

Skills

People leadership

Organizational skills

Multitasking

Communication

Tech savvy

Flexibility

TIPS certification

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Job description

Escapology Tewksbury seeks a Venue Manager to lead daily operations and deliver a high-energy, welcoming experience for guests and staff at our Merrimack Valley location.

You will recruit, train, coach, and schedule a 10–15 person team, open/close the venue with proper procedures, oversee private events, respond to guest inquiries, and manage reviews while optimizing labor, costs, and inventory.