Guest Experience Specialist

The Escape Game; Dedham (MA); On-site; USD 32,000 - 42,000; Full time

Job summary

The Escape Game in Dedham, MA is seeking Guest Experience Specialists to deliver world-class hospitality, anticipate guest needs, and create a memorable visit. You will be the first and last impression of the experience, energizing the lobby and guiding guests with warmth.

Responsibilities include greeting guests, checking them in, coordinating game start times with the Team Leader, booking reservations, and ensuring every group feels welcome and excited about their game.

Qualifications

• Experience in guest service or hospitality preferred.
• Able to stand for long periods and perform light physical tasks.
• Flexible availability including nights, weekends, and holidays.

Responsibilities

• Greet and assist guests, check them in, and explain game options.
• Coordinate game start times with Team Leader and manage reservations.
• Maintain a welcoming lobby, energize the space, and engage guests to ensure a fun experience.

Skills

Hospitality

Customer service

Communication

Teamwork

Problem solving

Stand/walk for long periods

Tools

Basic computer skills

Job description

We are located in Legacy Place! Copy & paste the link below to learn more about our company & the role:

https://drive.google.com/file/d/1C4NFrbRO6VKIzk63h-9unQdAjMw3tE2T/view?usp=sharing

THE ROLE:

Guest Experience Specialists 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!

A GES is the ambassador of The Escape Game experience. Just like a great party host, they take responsibility for the energy in the room by making our lobby feel fun, upbeat, and inviting. An excellent GES is a master of emotional intelligence, which means having the ability to regulate and manage your own emotions and understand the emotions of those around you. To excel in this role, you must be able to read and sense each guest’s feelings and needs to make sure they have a great experience. You are the bookends of each guest’s experience – their first and last impression of The Escape Game.

HOW GUEST EXPERIENCE SPECIALISTS SERVE OUR GUESTS AND OUR TEAM

• Embodying our mission, vision, and values during every shift
• Using TEG’s Party Host Practices
• Prepare the party venue
• Connect with guests
• Keep the energy high
• Customize the experience
• Make sure everyone leaves happy
• Using TEG’s Hospitality Habits
• Enthusiastically explaining our games and efficiently guiding interactions in the lobby by:
• Checking in guests
• Coordinating game start times with Team Leader
• Answering the phone
• Accurately booking reservations
• Connecting with every single guest by maintaining open and welcoming body language and asking open-ended questions to encourage fun, friendly conversation with guests
• Making groups of 2-50 feel welcome, cared for, and excited for their game
• Using TEG’s Steps for Creating TEG Fans
• Extend the invite
• Keep the party going
• Encourage party favors
• Immediately and graciously resolving service failures

REQUIREMENTS

• Flexible availability. This role often 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.
• 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
• High capacity for creative problem solving