What are the responsibilities and job description for the Escape Room General Manager position at Trapped in the Upstate?
About Us
Trapped in the Upstate is an immersive escape room experience offering unique, story-driven adventures for families, friends, corporate teams, schools, and special events. We are committed to delivering exceptional guest experiences, fostering creativity, and providing high-quality entertainment in the Upstate community.
Position Summary
The General Manager (GM) is responsible for overseeing daily operations, staff performance, guest experience, and revenue growth across both Trapped in the Upstate locations. This role is highly focused on staff training and development, customer service excellence, and driving sales performance. The ideal candidate is a hands-on leader who is proactive, strategic, and passionate about creating an engaging and memorable atmosphere for both guests and employees.
Key Responsibilities
Leadership & Staff Development
Recruit, train, supervise, and mentor game hosts and shift leaders.
Create and maintain a strong team culture that is positive, supportive, and customer-focused.
Provide ongoing performance feedback and conduct evaluations.
Ensure staffing levels meet business needs and scheduling runs efficiently.
Lead regular team meetings and training sessions to reinforce expectations and develop skills.
Guest Experience & Operations
Ensure that every guest has a safe, seamless, and enjoyable experience from booking to departure.
Maintain facility appearance, game functionality, and overall presentation standards.
Manage daily operations, including opening and closing procedures, inventory controls, and incident reports.
Develop and maintain standard operating procedures (SOPs) for consistent execution across venues.
Sales & Revenue Growth
Drive measurable increases in bookings, average ticket revenue, group sales, and repeat business.
Build and maintain relationships with community partners, corporate groups, schools, and organizations to grow group booking sales.
Implement promotions, membership programs, seasonal campaigns, and upsell strategies.
Analyze performance data and implement strategies to achieve monthly and quarterly revenue goals.
Administrative & Reporting
Manage payroll approval, scheduling, inventory ordering, and vendor support where required.
Work closely with ownership on budgeting, cost control, and revenue planning.
Monitor guest feedback (reviews, surveys, in-person reports) and develop action plans to improve service quality.
Qualifications
Required: Prior General Manager or multi-unit management experience.
Highly Preferred: Experience in the entertainment, hospitality, attractions, or experiential retail industry.
Strongly Preferred: Experience running, managing, or hosting escape rooms or similar interactive experiences.
Proven track record of increasing sales, improving operational efficiency, and building high-performing teams.
Excellent communication, coaching, and conflict-resolution skills.
Strong business acumen and comfort with KPI tracking, reporting, and strategic planning.
Flexible availability, including evenings, weekends, and peak seasons.
Personal Attributes
Energizing, enthusiastic leadership style
Solutions-oriented with a calm, confident presence in fast-paced environments
Passion for delivering exceptional customer experiences
Creative thinker with the ability to adapt and improve processes over time
Benefits
Company Phone and Computer
Friends and Family Discount on Escape Rooms
Quarterly Bonus Incentive (profit-driven)
Fun, laid back work environment