Supervisor

Supervisor

As Supervisor, you are a support person for the General Manager and an essential bridge between management, team and customer. You assist in driving operational excellence, ensuring guest satisfaction, and supporting team development. You serve as a point of contact in the GM's absence - leading the shift, maintaining venue standards, and ensuring every aspect of daily operations runs to IGB standard. A successful supervisor executes venue operations efficiently while maintaining high standards in customer service, team engagement, and sales performance.

Key Responsibilities

Guest Experience, Sales and Events

• Champion the guest experience on every shift; model five-star service behaviors and hold self and staff accountable to IGB standards. Collecting Reviews from guests daily is a critical component to order growth
• Support setup, execution, and breakdown of school group, corporate, and birthday party events
• Drive walk-in sales and assist with inbound event enquiries; promote available booking options and upsell actions
• Resolve guest concerns and escalations on shift with professionalism; escalate to the GM as appropriate
• Help implement local marketing and sales efforts to drive foot traffic and increase venue visibility
• Uphold all IGB policies, procedures, and brand standards consistently across every customer touchpoint

Operations & Facilities

• Open and close the venue to IGB standard operating procedures; execute all shift checklists with accuracy and consistency
• Perform pre-shift inspections to confirm all game boxes and technology are fully operational; log and escalate faults to the GM or corporate partners without delay
• Perform daily cleaning duties: sweep, dust, windows, doors, restrooms, party rooms, check-in counter, break room, and stock areas to brand standard
• Support group event setup including handling food and drink orders, room preparation, and ensuring a seamless guest experience
• Maintain a safe, clean, and welcoming venue that complies with all state laws and company health & safety policies

Financial & Operational Support

• Supports the GM's with daily operations and takes ownership of review goals, sales initiatives, and KPI’s.
• Monitor and report shift-level KPIs - revenue, game uptime, and guest satisfaction - to the GM following each shift
• Support payroll accuracy by ensuring timeliness, breaks taken, and schedule adherence during shifts
• Manage controllable expenses at shift level; flag anomalies or supply needs to the GM proactively

People Leadership & Development

• Serve as a communication bridge to the GM and the venue team; ensure all directives and company updates are clearly relayed
• Lead the shift with energy, clarity and delegate tasks and provide real-time direction
• Communicate shift observations, team feedback, and operational issues to the GM to support informed decision-making

Qualifications & Skills

Required Experience

• 1+ year of experience in a supervisory or shift-lead role in retail, hospitality, leisure, F&B or entertainment
• Hands-on leadership style with the ability to inspire, engage, and hold a small team accountable
• Experience handling guest interactions, conflict resolution, and service recovery
• Proven ability to prioritize tasks and problem-solve in a fast-paced environment
• Knowledge of POS systems, inventory management, and operational procedures
• Comfortable working with technology-based attractions and ticketing platforms

Preferred Experience

• Background in food & beverage, group events, or experiential attractions
• Familiarity with scheduling, payroll support, or operational reporting tools
• Experience in driving sales, delivering exceptional customer service experience

Skills & Traits

• Natural team leader who leads by example and holds self and the shift accountable
• Calm under pressure, solutions-focused, and adaptable in fast-changing environments
• High level of organization, attention to detail, and adaptability in a dynamic workplace
• Effective communicator - written and verbal - with strong interpersonal skills
• Ability to work collaboratively and delegate effectively while maintaining team morale
• Positive attitude that will support a servant style leadership focused on motivating and inspiring team

Key Performance Indicators

Guest Satisfaction

NPS, Google/TripAdvisor reviews

PES (Performance Engagement Score)

Repeat business and service recovery rate

Operational Readiness

Game uptime % per shift

Venue cleanliness and presentation score

Shift open/close execution accuracy

Sales & Events

Walk-in conversion, game extensions, add on’s

Event set up accuracy and guest satisfaction

Group booking support and food order fulfilment

People & Team

Associate punctuality and reliability on shift

New hire training completion support

Shift feedback delivery to GM

Roles, responsibilities and KPI’s are subject to change at any time based on business needs.

Key Information: High frequency

• Standing, Walking, Bending, Squatting, Lifting, Climbing, Twisting, Turning, Kneeling, Stooping, Sweeping, Wiping
• Communicating with Customers in person - via email, chat & phone, Computer work 75%, Typing / Using Keyboard

At Immersive Gamebox, we’re on a mission to revolutionize group entertainment. Our cutting-edge technology creates interactive, social gaming experiences like no other-no headsets, no controllers, just full immersion.

We’re not just changing the way people play; we’re redefining location-based entertainment with innovative motion tracking, touch-sensitive walls, and dynamic projection mapping. Technology for good is at the heart of what we do-bringing people together through shared, unforgettable experiences.

Company Values:Fun, Fast, Focused, Inclusive, Relentless, Fearless, Curious

This job description outlines the primary duties and requirements of the role.

It is not exhaustive and may be amended in line with business needs. Immersive Game Box is an equal opportunity employer.