Guest Experience Specialist (Georgetown)

The Escape Game; Washington (District of Columbia); On-site; USD 25,000 - 30,000; Full time

Job summary

The Escape Game in Washington, DC is seeking a Guest Experience Specialist who will be a world-class hospitality expert, making our lobby feel fun, upbeat, and inviting. You will anticipate guests’ needs, read emotions, and ensure every guest leaves with a memorable experience.

As an ambassador of The Escape Game experience, you will guide interactions, explain games, check in guests, coordinate game starts, answer calls, and resolve any issues quickly to keep the energy high and guests

Qualifications

• Flexible availability including nights, weekends, and holidays.
• Ability to perform physical tasks: deep cleaning, painting, standing, crawling, bending, lifting 30-40 lbs.
• Ability to stand for long periods of time (about 75-80% of shift).
• Align with Uniform Standards.

Responsibilities

• Greet and guide guests to ensure a fun lobby experience.
• Explain games and guide lobby interactions.
• Check in guests and coordinate game start times.
• Answer the phone and book reservations.
• Resolve service issues quickly and graciously.

Skills

Guest service passion

Emotional intelligence

Flexible / teachable

Creative and administrative

Basic computer skills

Creative problem solving

Job description

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).
• Align with TEG’s Uniform Standards.

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