The Escape Game – Guest Experience Specialist

Aug 21  |  The Escape Game

Position Description: The Guest Experience Specialist is each guest’s first and last impression of The Escape Game! This position serves as the vitally important liaison between our guests and our team.

How Guest Experience Specialists Serve Our Guests & Our Team:

• Using the TEG Steps for Delivering Epic
• Using the 5Cs: TEG’s Hospitality Habits
  • Care
  • Customize
  • Courtesy
  • Cleanliness
  • Communication
• Enthusiastically explaining our games and efficiently managing interactions in the lobby by:
  • Checking in guests
  • Coordinating game start times with Team Leader
  • Answering the phone
  • Accurately booking the reservations
• Immediately and graciously resolving service failures
• Making groups of 5-20 feel welcome, cared for, and excited for their game
• Connecting with every single guest by maintaining open and welcoming body language and asking open-ended questions to encourage fun, friendly conversations with guests
• Introducing guests to their Game Guide
• Following TEG’s Steps for Effective Selling

Requirements:

• Successfully trained on at least 3 games
• Demonstrated knowledge of our games, standards and brand
• Flexible availability. This role often works nights, weekends, and/or holidays
• Ability to stand for long periods of time (about 75-80% of your shift)

Knowledge, Skills, & Abilities:

• Genuine love for serving others
• Flexible, humble, and teachable
• Ability to function both creatively and administratively
• Basic computer abilities
• Exceptional listening skills
• High capacity for creative problem solving
• Energetic, friendly, and patient
• Clear and articulate communicator