Casa Loma Escape Game Manager

Starting September, 2017 – 40 hours/week
5 days per week (2:30pm-10:30pm)
Casa Loma, Toronto


  • Compensation: based on experience
  • Full Time (40 hours / week)
  • Three month contract, with opportunity to extend

The Casa Loma Escape Game Manager is someone who is passionate about interactive games, immersive theater and loves working with people. He or she is detail oriented and has strong organizational skills. The manager is a key player in creating a remarkable experience for our patrons. The manager’s primary responsibility is to make sure that each individual’s game experience is of the highest quality at all times. It’s important that we create an environment that feels authentic, so that the players are totally immersed in game play.



  • A bachelor’s degree or equivalent
  • 2 + years managing a customer service oriented operation
  • Excellent communication and interpersonal skills
  • Phenomenal problem solving and organizational skills, with attention to detail
  • Available five days a week
  • Administrative and Managerial Experience
  • Passionate about Immersive Gaming and Live Adventure Events
  • Efficient with Google Drive, Google Docs, Google Sheets, Microsoft Word, Microsoft Excel, Gmail, and Google Inbox
  • Experience in theatre and/or escape games is a plus

Key Responsibilities



  • Preparing and managing all aspects of staff schedule, along with any adjustments or necessary changes
  • Reporting to other teammates and staff in 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
  • Managing audit process for all staff as per their character role, position training
  • Supervising staff during work hours both backend and front of house, addressing issues that arise and problem-solving with team to come to proper solutions
  • Delegating tasks each shift to appropriate team members, along with outside contractors to complete task lists – as well as communicating progress on all delegated tasks
  • Using appropriate communication platforms 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.



  • Addressing any issues with props and game pieces not working or not being game-ready
  • Adjusting game pieces and providing backups in case of emergency
  • Delegating outside sources for tasks outside expertise
  • Ensuring all tech is working properly
  • Maintaining all game documentation and staff protocol documentation
  • Assisting the setting up, resetting, and takedown of all experiences
  • Ordering necessary supplies for both the backend and front end portions of the game


Customer Service

  • Performing game introductions and assisting in outros
  • Managing customer entrance and check-in process
  • Recording player attendance
  • Processing on-site payments
  • Interacting with customers
  • Problem-solving issues / Customer complaints
  • Ensuring cohesion between experiences and other events in the castle
  • Maintaining of integrity and intention of the game and audience experience.


These and other assigned duties in an evolving role.

If you’re passionate and interested, send us an email with your resume and tell us why you’d be a great fit!

-Secret City Hiring Team