Front of House (Operations) Manager

Starting December 2016
40 hours/ week
10:00am – 6:00pm
Monday – Friday


  • $35,000 per annum + bi-annual bonus based on performance
  • 2 weeks paid vacation

The Front of House (Operations) Manager is someone who is passionate about interactive games, excellent at customer relations, is detail oriented, has impeccable organizational skills, and is a key player in creating a remarkable experience for our patrons. The Front of House Manager’s primary responsibility is to make sure that each individual’s game experience is of the highest quality at all times. The Front of House Manager represents the company through a variety of mediums, and is responsible for maintaining customer satisfaction across all interactions.


  • 2 + years managing a customer service oriented operation
  • Excellent communication and interpersonal skills
  • Phenomenal problem solving and organizational skills, with attention to detail
  • Passionate about immersive gaming
  • Efficient with Google Drive, Google Docs, Google Sheets, Microsoft Word, Microsoft Excel, Gmail, and Google Inbox

Key Responsibilities:

  • Manage and executing all front of house operations from social media, to ticket sales, to event scheduling
  • Oversee all aspects of the operation of Secret City Adventures
  • Communicate with customers and staff across a variety of platforms (Facebook, Twitter, Google Inbox, Yelp, Tripadvisor)
  • Answer all incoming phone calls while managing other task streams
  • Schedule, organize, and communicate to the team, all private / corporate bookings
  • Assist in marketing outreach to previous customers and potential clients
  • Generate marketing content for all channels
  • Troubleshoot booking issues with customers
  • Run all meetings involving operations teams and maintain agenda, task lists, and notes for all meeting dates
  • Ensure the highest standard of customer service for all players
  • Schedule and run weekly meetings with staff
  • Manage schedules for staffing, game times, and payroll
  • Assist in the training/auditing of staff members


  • Managing all aspects of operations schedule, along with any adjustments or necessary changes
  • Reporting to other teammates and staff in a daily, weekly, and monthly capacity
  • Recording and addressing all aspects of staff attendance and problem-solving/communicating issues
  • Attending all necessary meetings, both related to production, managerial, backend, and game-related – as deemed by management
  • Supervising staff during work hours as front of house, addressing issues that arise and problem-solving with team to come to appropriate solutions
  • Communicating needed tasks  for each shift to team members, along with outside contractors to complete task lists – as well as communicating progress on all delegated tasks to management
  • Using appropriate channels to communicate with staff and customers
  • Training new staff in a variety of roles and protocols across games
  • Implementing systems of organization across teams, in production, backend, online, and through documentation
  • Submitting and managing documentation of expenses for all staff and individuals required
  • Maintaining a safe and clean staff space, game space, and office environment

Customer Service

  • Running ticket booth for sales to walk-in customers
  • Contacting players and staff when necessary to ensure operations are running smoothly
  • Managing customer entrance and check-in process
  • Recording player attendance
  • Processing on-site payments
  • Problem-solving issues / Customer complaints
  • Maintaining of integrity and intention of the game and audience experience.

These and other assigned duties in an evolving role.

If you’re interested in this position and meet the requirements, please send your resume/cv to