Guest Experience Specialist (Opry Mills)

The Escape Game; Nashville (TN); On-site; USD 18,000 - 25,000; Full time

Job summary

The Escape Game is seeking a Guest Experience Specialist to ensure every guest receives a fun, welcoming lobby experience. You will act as an ambassador, anticipate needs, and keep energy high while guiding guests through check-in, game start times, and reservations.

This role emphasizes emotional intelligence, strong communication, and the ability to handle flexible scheduling and physical tasks to support operations. Join a fast-paced, guest-centric team at Opry Mills area.

Qualifications

• Flexible availability, including nights, weekends, and/or holidays.
• Ability to stand, move, and perform light physical tasks (cleaning, stocking).
• Strong interpersonal skills and positive attitude.

Responsibilities

• Explain and guide guests in the lobby to explain games and options.
• Check in guests and coordinate game start times with the Team Leader.
• Answer phone calls and assist with reservations and inquiries.
• Maintain open, welcoming body language and engage guests with open-ended questions.
• Make groups of 2–50 feel welcome and excited for their game.
• Resolve service issues promptly and graciously.

Skills

Guest service

Hospitality mindset

Communication

Problem solving

Teamwork

Tools

POS system

Reservation software

Basic computer skills

Job description

We are located in Opry Mills Mall! 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).
• 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