Guest Experience Specialist (Penn Quarter)

The Escape Game; Washington (District of Columbia); On-site; USD 21,000 - 28,000; Part time

Job summary

The Escape Game in Washington, D.C. is seeking a Guest Experience Specialist to create outstanding guest moments from arrival to departure. You will greet guests, guide them through the lobby, explain game options, and ensure smooth reservations with Team Leaders.

A hospitality mindset and emotional intelligence help you read guests and tailor the experience to each group. You will be part of a lively team, balancing energy and service while handling occasional phone inquiries and last-minute

Qualifications

• Flexible availability, including nights, weekends, and holidays.
• Ability to stand for long periods and perform physical tasks (up to 40 lbs).
• Strong reading of guests'emotions and needs.
• Basic computer skills.

Responsibilities

• Greet guests with energy and warmth to set a welcoming tone.
• Explain and guide guests through the lobby and experiences.
• Check in guests and coordinate game start times with Team Leader.
• Answer phones and manage reservations.
• Resolve service issues promptly to ensure guest happiness.
• Maintain an upbeat lobby and help groups of 2–50 feel welcome.

Skills

Customer service

Hospitality

Communication

Teamwork

Problem solving

Job description

We are located in Penn Quarter! 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