Red Lock Escape Rooms is expanding, and we are excited to open a brand-new venue in Coomera. We are now seeking an experienced and motivated Store Manager to lead this new location from the ground up.

This is a unique opportunity to be part of the launch of a new escape room venue. In addition to overseeing daily operations, you will work closely with the Owners during the setup phase and play a key role in recruiting and building a high-performing team of Gamemasters.

You will be responsible for delivering exceptional customer experiences, leading and developing staff, and ensuring the smooth, professional operation of the store.

About the Role

As Store Manager, you will oversee the day-to-day operations of Red Lock Escape Rooms Coomera, ensuring every guest receives a seamless, immersive, and memorable experience. This role requires strong leadership, excellent organisational skills, and a genuine passion for entertainment and customer service.

Key Requirements

We are looking for someone who:

• Has a positive, professional attitude

• Has a strong desire to provide a 5-star experience to every team and guest

• Is highly organised and able to multi-task effectively

• Is self-motivated and reliable

• Has a passion for escape rooms, entertainment, or immersive experiences

• Has excellent communication skills, including:

  • Confidently engaging with guests

  • Leading and supporting staff

  • Delivering clear instructions and hints during games

Previous leadership or supervisory experience in hospitality, entertainment, retail, or customer service will be highly regarded.

Responsibilities
Operational Oversight

• Manage day-to-day store operations, including opening and closing procedures

• Create and manage staff rosters and scheduling

• Ensure all rooms, systems, and equipment are functioning correctly

• Implement and enforce operational policies and procedures

• Manage and respond to all large group, corporate, and event enquiries

Team Leadership & Recruitment

• Assist with recruiting, hiring, and onboarding a new team of Gamemasters

• Train, supervise, and support all staff

• Foster a positive, collaborative, and professional workplace culture

• Manage attendance, performance, and behavioural matters appropriately

Customer Service Excellence

• Act as a senior Gamemaster when required, delivering outstanding in-room experiences

• Ensure all staff consistently provide warm, engaging, and professional service

• Handle customer enquiries, concerns, and feedback promptly and professionally

• Actively encourage and respond to 5-star customer reviews

Quality Control & Maintenance

• Conduct regular inspections of rooms, props, and facilities

• Work with the Owners to ensure all rooms meet Red Lock’s quality standards

• Perform minor repairs and arrange replacements or maintenance as needed

Financial & Administrative Duties

• Monitor bookings, large events, deposits, and payments

• Manage in-store merchandise and inventory

• Perform weekly cash reconciliations

• Maintain accurate operational and financial records

Marketing & Promotion

• Collaborate with the Owners on local marketing and promotional strategies

• Encourage upselling and add-on sales through staff training and coaching

Training & Development

• Provide ongoing training in:

  • Game mastering

  • Customer service

  • Safety and emergency procedures

• Conduct regular performance reviews and provide constructive feedback

Health & Safety Compliance

• Ensure compliance with all workplace health and safety regulations

• Conduct regular safety checks and drills

• Implement emergency procedures to protect guests and staff

Reporting & Documentation

• Maintain records of:

  • Customer feedback

  • Incident reports

  • Operational metrics

• Provide regular reports to the Owners on performance and improvement areas

Application Requirements

Please include a cover letter with your application explaining:

• Why you would be a great Escape Room Gamemaster and Store Manager

• Your leadership and customer service experience

• Why you are excited about helping launch and lead a new Red Lock venue