Guest Experience Team Lead — Events & Training

Red Door Escape Room; Southlake (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

Red Door Escape Room in Southlake is seeking a Team Lead to bridge frontline operations and people management. You will be the most accessible contact for guests, ensure a 6-star experience, and help coordinate events, training, and daily tasks with the Game Master staff.

The role emphasizes guest service excellence, clear communication, and a positive, energetic presence. Weekend and evening availability, plus a minimum 32 hours per week, are required as you grow into leadership

Qualifications

• Customer service oriented and guest-focused
• Strong organizational and scheduling ability
• Clear interpersonal communication and articulation
• Team player mentality with positive attitude
• Punctual and responsible with reliable attendance
• Able to thrive in a fast-paced environment
• Proficient with problem-solving and troubleshooting
• Basic knowledge of computers and willingness to learn booking software

Responsibilities

• Deliver guest service excellence and manage guest interactions
• Maintain thorough knowledge of all products and experiences offered
• Explain and enforce booking and cancellation policies
• Coordinate start times and events with Game Master staff
• Greet groups with hospitality and assist with inquiries
• Handle bookings via phone, walk-ins, and email as needed
• Sell merchandise and track inventory
• Ensure cleanliness and organization of the front lobby and workspace
• Communicate clearly across teams to ensure smooth operations

Skills

Customer service

Organizational skills

Interpersonal communication

Team player

Punctuality

Fast-paced environment

Problem-solving

Attention to detail

Tools

Booking software

Computers

Job description

Red Door Escape Room in Southlake is seeking a Team Lead to bridge frontline operations and people management. You will be the most accessible contact for guests, ensure a 6-star experience, and help coordinate events, training, and daily tasks with the Game Master staff.

The role emphasizes guest service excellence, clear communication, and a positive, energetic presence. Weekend and evening availability, plus a minimum 32 hours per week, are required as you grow into leadership