Manager on Duty

Role:

The Manager on Duty (MOD) provides direct support to the General Manager (GM) and shares responsibility for the day-to-day operations of the location. While the MOD does not manage direct reports, they serve as a vital extension of the GM by maintaining floor leadership, supporting training efforts, owning episode health, and reinforcing standards. The MOD is on a development path toward becoming a GM and plays a key role in strengthening store execution, team accountability, and operational excellence.

MODs lead through three key responsibility areas: Store Operations, Product Health, and Training & Team Development.

Responsibilities: 

STORE OPERATIONS: Leading the shift and managing the location day-to-day.

• Holds the floor to a high standard of execution and energy, especially during peak hours
• Provide in-the-moment coaching, hold team accountable with Red Cards when necessary, and support cultural accountability
• Forecasts labor needs and assist in building schedules that balance cost and coverage
• Supports backend tasks including: payroll, snapshot, leadership posts, guest feedback responses, maintenance reporting, etc.
• Works a minimum of 20 hrs/week in frontline roles (GM or Front Desk)

PRODUCT HEALTH: Owning maintenance systems to ensure quality experiences.

• Owns the condition and functionality of all episodes and props, or other products
• Conducts weekly walkthroughs and assign repair or reset improvements during downtime
• Leads execution and communication of the location’s ticketing system
• Tracks puzzle durability and ensure backup plans and replacements are ready
• Enforces prop inventory and organizational systems
• Collaborates with Design and OPS teams to report upgrades or guest-impacting gaps

TRAINING & TEAM DEVELOPMENT: Supporting hiring and developing confident, cross-trained teammates.

• Assists the GM with pre-screening, interviewing, and onboarding new hires
• Leads new hire training, ensuring cross-training across Game Master and Front Desk roles
• Tracks training progress using Absorb and Team Lead daily reports
• Tests retention of training information and lead recurring refresher sessions
• Prepares trainees for GM sign-off and role readiness alongside TLs
• Utilizes the Key Players Board to evaluate and motivate team progress toward in-store goals, rewarding individual teammates with WorkTango points
• Sets and coaches team to accomplish goals input and tracked in Paylocity

Success looks like:

• The MOD is fully ready to run a Red Door location 
• Episodes are fully functional with quick in-house resolutions to issues
• The GM has more time to focus on people development because of MOD's support on execution
• Store culture is positive, standards are upheld, and the MOD is viewed as a reliable and thoughtful leader

KPIs:

• Maintenance Scorecard
• Labor (HPE)
• Training 
• Reporting: Submits accurate, timely information
• Guest feedback (Guest reviews or NPS)
• Internal Team eNPS