JOIN THE TEAM

Key Duties of the Kelowna Escape Games Store Manager:

• Ensure store policies are being strictly followed and enforced
• Be the first line for customer service including the handling of customer complaints in often difficult situations
• Respond to all reviews on social media and business-related websites
• Handle distribution of internal communications to staff
• Create weekly staff schedules with aim to minimize unnecessary costs
• Order supplies and ensure puzzle backups, drinks and other incidentals are always available
• Provide weekly reports on tasks completed along with suggestions and ideas for improvements
• Handle staff discipline and coaching
• Assist in answering phone calls to help customers with questions, booking game sessions, process payments, especially related to high importance corporate events
• Attend staff meetings, training sessions, and off-site customer or marketing events
• Be able to stand in for game hosts as required

The successful candidate is:

• Organized people person who is unafraid to speak up when they see others who are doing something wrong or not following policy
• Customer service focused self-starter that takes initiative to identify issues before they become problems
• Able to work in an often fast-paced environment
• High level of attention to detail
• Effective communication and team work skills
• Able to work effectively with little supervision

Work Schedule / Compensation

• Xperience Kelowna operates on a scheduled shift-work operation
• Compensation will be based on past work experience
• Qualifies for performance incentives

Key Duties of a Kelowna Escape Games Game Host:

• Greet guests with enthusiasm upon arrival and ensure that waivers are signed
• Brief players on the game’s backstory, rules, and guidelines
• Facilitate guests through their experience by providing hints when requested
• Troubleshoot any concerns and game issues guests may have throughout their experience
• Debrief players post-game, take pictures and gather feedback
• Encourage guests to post, like, and share on Facebook, Twitter, Instagram, and Trip Advisor to increase visibility
• Thoroughly reset game rooms and ensure consistent gameplay experiences
• Get guests set up in the VR rooms, teach them on how to select and start various games
• Contribute to quality improvement initiatives
• Assist in answering phone calls to help customers with questions, booking game sessions, process payments, update game statistics
• Attend staff meetings, training sessions, and off-site customer or marketing events
• Participate in nightly and weekly cleaning and maintenance tasks
• Escalate to Team Lead or Manager about any customer issues or concerns

The successful candidate is:

• An upbeat, self-starter that takes initiative
• Experienced in customer service focused roles
• Able to work in a fast-paced environment
• High level of attention to detail
• Effective communication skills
• Strong teamwork and collaboration skills
• Able to work effectively with little supervision

Work Schedule / Compensation

• Kelowna Escape Games operates on a scheduled shift-work operation
• Availability must be submitted two weeks in advance, and you will be scheduled a shift around your availability
• You must have a minimum one weekday and weekend availability
• Compensation will be based on past work experience and will be paid an hourly rate
• Qualifies for performance incentives