Shift Lead, Guest Experience & Events

Immersive Gamebox; Alpharetta (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

Immersive Gamebox, Alpharetta, GA, seeks a Supervisor to bridge management, staff, and guests. You will drive operational excellence, ensure guest satisfaction, and support team development while acting as GM backup on shifts.

Responsibilities include leading shifts, managing venue standards, and promoting bookings and events, with a focus on five-star service and KPI delivery. Experience in retail/hospitality settings is preferred.

Qualifications

• 1+ year in a supervisory or shift-lead role in retail, hospitality, leisure, F&B or entertainment.
• Hands-on leadership style with the ability to inspire, engage, and hold a small team accountable.
• Experience handling guest interactions, conflict resolution, and service recovery.
• Knowledge of POS systems, inventory management, and operational procedures.
• Comfortable working with technology-based attractions and ticketing platforms.

Responsibilities

• Champion the guest experience on every shift; model five-star service behaviors and hold self and staff accountable to IGB standards.
• Support setup, execution, and breakdown of school group, corporate, and birthday party events.
• Drive walk-in sales and assist with inbound event enquiries; promote available booking options and upsell actions
• Resolve guest concerns and escalations on shift with professionalism; upscale to the GM as appropriate
• Help implement local marketing and sales efforts to drive foot traffic and increase venue visibility
• Uphold all IGB policies, procedures, and brand standards consistently across every customer touchpoint
• Open and close the venue to IGB standard operating procedures; execute all shift checklists with accuracy and consistency
• Perform pre-shift inspections to confirm all game boxes and technology are fully operational; log and elevate faults
• Perform daily cleaning duties and stock areas to brand standard
• Support group event setup including handling food and drink orders, room preparation, and ensuring a seamless guest experience
• Maintain a safe, clean, and welcoming venue that complies with state laws and company health & safety policies
• Lead the shift with energy, clarity and delegate tasks with real-time direction

Skills

Leadership

Guest interaction

Conflict resolution

Task prioritization

Team motivation

Effective communication

Tools

POS systems

Ticketing platforms

Inventory management

Job description

Immersive Gamebox, Alpharetta, GA, seeks a Supervisor to bridge management, staff, and guests. You will drive operational excellence, ensure guest satisfaction, and support team development while acting as GM backup on shifts.

Responsibilities include leading shifts, managing venue standards, and promoting bookings and events, with a focus on five-star service and KPI delivery. Experience in retail/hospitality settings is preferred.