Full job description

Position Summary

The Assistant Store Manager is a key leadership role at Red Lock Escape Rooms North Lakes. This position supports the Store Manager with the day-to-day operation of the venue and is responsible for supervising staff, maintaining store standards and helping ensure the smooth running of the store during rostered shifts.

The Assistant Store Manager will take on a significant role in the direct supervision and day-to-day management of staff. This includes guiding the team, allocating tasks, supporting junior staff, monitoring performance during shifts, assisting with training, and helping ensure company procedures and service standards are consistently followed.

The role is suited to someone who is energetic, reliable, creative and confident with people. The successful candidate will help lead the team, support staff development, maintain venue standards, and create a fun, immersive and memorable customer experience for every group.

Ordinary Hours

This role is offered on a part time (approx. 30 hours) or full time basis.

The employee’s regular roster and availability will be agreed in writing and may be varied by agreement.

Key Responsibilities

Store Operations

• Assist the Store Manager with the day-to-day running of the North Lakes venue.
• Act as the senior staff member on site when the Store Manager is not present.
• Help ensure shifts run smoothly, efficiently and professionally.
• Help maintain venue presentation, cleanliness, safety and operational standards.
• Identify and resolve operational issues where appropriate.
• Escalate significant issues to the Store Manager when required.
• Support the implementation of company procedures, promotions, policy changes and operational improvements.
• Take responsibility for shift outcomes, customer experience and store presentation during rostered shifts.

Team Leadership, Staff Supervision and Junior Staff Management

• Supervise all rostered staff during shifts, including Game Masters, Hosts, casual staff and junior team members.
• Act as the senior staff member on site when the Store Manager is not present.
• Provide day-to-day direction, support and supervision to staff.
• Allocate tasks and ensure staff understand their responsibilities during each shift.
• Help ensure staff follow company procedures, customer service standards, safety requirements and room reset expectations.
• Take a lead role in supporting, guiding and developing junior staff.
• Assist with onboarding, practical training and ongoing coaching of team members.
• Monitor staff performance during shifts and provide appropriate feedback, guidance and correction where required.
• Identify training needs, performance concerns or conduct issues and escalate these to the Store Manager.
• Help maintain a positive, professional and supportive team culture.
• Support the Store Manager with roster feedback, staff availability issues and shift planning where required.
• Reinforce company expectations around reliability, presentation, customer service and workplace behaviour.
• Lead by example in professionalism, enthusiasm, customer service and operational standards.

Customer Experience and Immersion

• Deliver a high standard of fun, friendly and professional customer service.
• Help create an immersive customer experience from arrival through to farewell.
• Welcome customers with energy, confidence and enthusiasm.
• Deliver engaging game briefings that build excitement and suit the theme of the room.
• Help ensure customers feel comfortable, supported and ready to play.
• Encourage a sense of fun, theatre and adventure while maintaining safety and professionalism.
• Support customers during their game through appropriate clue delivery and communication.
• Celebrate customer success and help create memorable post-game moments.
• Encourage photo opportunities and positive customer engagement after the game.
• Help ensure every group leaves with a positive impression of Red Lock Escape Rooms.
• Handle customer issues or complaints professionally and escalate where appropriate.

Social Media and Local Store Promotion

• Help build the Chermside store’s social media presence.
• Capture suitable photo and video content during shifts, where appropriate and with customer consent.
• Suggest creative content ideas that showcase the store, rooms, team, customer experiences and behind-the-scenes moments.
• Assist with short-form video ideas for platforms such as Facebook, Instagram, TikTok or other relevant channels.
• Help identify customer photo opportunities, team moments, local events or seasonal promotions that could be used for content.
• Support local marketing initiatives, promotions and community engagement.
• Help maintain a fun, energetic and brand-appropriate tone in store-level content.
• Share content ideas and opportunities with management for approval and posting.
• Encourage happy customers to engage with Red Lock online, where appropriate.

Room and Game Standards

• Ensure rooms are reset correctly and consistently.
• Help maintain game quality, clue delivery standards and room presentation.
• Report faults, damaged props or operational issues promptly.
• Assist with minor troubleshooting where appropriate.
• Help ensure room checklists and reset procedures are followed.
• Support staff in maintaining the atmosphere and story of each room.
• Help ensure rooms are safe, clean, reset and ready for customers.

Administration and Communication

• Assist with staff communication, shift notes and handovers where required.
• Support the Store Manager with roster feedback, availability issues and shift planning where required.
• Assist with stock checks, cleaning schedules, venue checks and general store organisation.
• Communicate operational issues, customer feedback and staff matters clearly and promptly.
• Maintain confidentiality and professionalism when dealing with staff or business matters.
• Provide clear handovers to the Store Manager, business owners or other senior staff as required.

Skills and Attributes

The successful candidate should demonstrate:

• Strong customer service skills and a naturally friendly manner.
• Confidence speaking with customers and groups.
• A fun, enthusiastic and energetic personality.
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