Game Guide

The Escape Game; Santa Clara (CA); On-site; USD 22,000 - 30,000; Part time

Job summary

The Escape Game in Santa Clara is seeking a friendly, guest-focused Game Guide. You will lead groups of 2-12 players, explain the games and keep energy high during play. You’ll monitor progress with our software, reset games, and help maintain a clean, engaging venue.

Flexibility to work nights, weekends, and holidays is required. Prioritize guest satisfaction and teamwork in a fast-paced environment.

Qualifications

• Excellent communication skills when speaking with our guests.
• Customer-facing hospitality experience is a plus.
• Ability to engage guests and maintain an upbeat, friendly demeanor.

Responsibilities

• Lead groups of 2-12 guests and provide a welcoming, fun experience.
• Explain TES games and products clearly to guests.
• Monitor game progress using Game Guide software.
• Reset and prepare games between sessions accurately and efficiently.
• Maintain cleanliness and organization of games and facility.
• Prepare and file necessary shift reports and logs.
• Resolve guest issues promptly to ensure a five-star experience.

Job description

We are located in Westfield Valley Fair!

THE ROLE:

Game Guides are world-class hospitality experts who are genuinely delighted to anticipate each individual guest’s needs, enthusiastically serve them, and do whatever it takes to make their day!

Game Guides at The Escape Game will lead guests through our escape rooms – thrilling, immersive adventure games where players work together to complete a mission (and escape a themed room) before time runs out. To progress through the game, players must find clues and solve puzzles.

Game Guides set the tone for the entire experience by delivering an upbeat, conversational introduction to groups of 2-12 guests, and they connect with guests of all ages to make their visit as fun and memorable as possible. During gameplay, Game Guides use TEG’s software to monitor team progress and ensure every single guest enjoys their experience. After the game, Game Guides celebrate with guests and reset game components accurately and efficiently.

HOW GAME GUIDES SERVE OUR GUESTS AND OUR TEAM

• Embodying our mission, vision, and values during every shift
• Leading groups of 2-12 in fun, friendly conversation
• Collecting information and making meaningful connections with guests
• Enthusiastically explaining TEG games and products
• Using Game Guide software to monitor games and assist guests
• Using HMI (Human-Machine Interface) to operate our games
• Giving a recap of the experience in the outro
• Ensuring operational excellence on shift by:
  • Ensuring game components function properly
  • Using setup sheets to accurately reset games
  • Cleaning games and TEG’s facility
  • Being timely and exemplifying excellent time management skills in order to stay on schedule for the games assigned
  • Completing necessary reports
• Immediately and graciously resolving service failures
• Ensuring each guest has a five-star experience and leaves happy

REQUIREMENTS

• Flexible availability. This role works nights, weekends, and/or holidays.
• Must be able to handle physical activity as it relates to the job, such as deep cleaning, painting, standing, crawling, bending, lifting 30-40 lbs, and minor game repairs.
• Must be able to use small tools and strong magnets when resetting our games.
• Quickly resetting numerous locks, drawers, shelves, and game components within specific time frames outlined in training.
• Excellent communication skills when speaking with our guests.