Customer Service Code
This is the very first thing you should say when greeting customers.
What is welcome to Downtown Escape Rooms?
This must be observed before deciding whether a team needs a clue.
What is the group’s body language and current progress?
In case of fire, this is the first thing to do if the fire is not small and contained.
What is evacuate the building and call 911?
This is the expected dress code item that must be worn during every shift.
What is a staff shirt and name badge?
This is the very first thing a GM must do before starting any room reset.
What is verify the game has been logged correctly in OTC, including name, clue log, and photo assignment?
This acronym reminds us to keep smiles, energy, and communication high during customer interactions.
What is SMILE?
Giving away the solution too early robs players of this important feeling.
What is the feeling of accomplishment?
During a tornado warning, all games must stop and players must go here.
What is the hallway near the restrooms?
Reset checklists must be submitted using this system.
What is Off the Couch (OTC)?
All rooms are reset every time using this tool.
What is the reset checklist in OTC?
Customers who arrive late should be told this about their booking.
What is “We’ll get you started with as much time as we can give, but we may not be able to give the full hour”?
In body language training, crossing arms and lack of eye contact might mean this.
What is frustration or disconnection from the game?
If a medical emergency occurs, this person is responsible for calling 911.
Who is the Game Master?
This log is used when someone returns a free pass or prize.
What is the Free Pass/Prize Redemption Log?
These two simple actions help catch nearly all reset errors.
What are the first visual walkthrough after resetting, and a final check during the rules video?
This is the proper phrase to use when directing customers to sign waivers online.
What is “You can use the QR code here to sign. Please forward it to everyone in your group.”
The goal of every game is to get teams out around this specific time mark for the best experience.
What is 55–60 minutes?
After any emergency, staff must complete this before the end of the shift.
What is an incident report?
When offering an on-the-spot discount or freebie (like a sticker), this log should be used.
What is the Comp/Discount Log?
If you find a tech prop or puzzle isn’t working properly during reset, this is what you should do.
What is report it immediately in the #room-issues Slack channel?
When handling complaints, this person should always be notified immediately.
Who is the Shift Lead (or Manager)?
Name one of the three scenarios from our body language training used to determine clue timing.
What is “Group all arguing,” “One player steamrolling,” or “Players not working on anything”? (any one accepted)
In a robbery, staff should do this rather than resist or argue.
What is comply with demands and stay calm?
This person must be contacted after any emergency evacuation.
Who are Stephanie Dryden and Bennett Dryden?
What is the last step needed to complete the reset checklist for each room?
What is a full visual walkthrough with a second look to confirm all steps? (or “double-check the room visually”)