Team Lead

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

Description

The Team Lead (TL) position at Red Door Escape Room in Southlake is an entry to the first level of leadership at Red Door. Leading from the front lines of operations, TL’s are the closest with guests and the most accessible point of contact to the team. They focus on delivering 6-star experiences for our guests, making sure the team is on-point during operational hours, assisting with training, and maximizing downtime by improving the location’s health and leading the staff through task delegation. Our TL's are not only experience coordinators but also represent the joyful face of our company. They are customer service experts and are responsible for creating clear lines of communication for our customers. Team Leads bring a positive spirit and radiate a welcoming presence to anyone who walks through our doors. The Team Lead will own these main areas: (1) Total Guest Service (2) Day-to-Day & Events & Coordination (3) Game Master and new hire training Responsibilities include, but are not limited to:

• Guest Service Oriented
• Full mastery over all products offered in the store, including Game Show Studio
• Thoroughly understanding, explaining, and enforcing booking / cancellation policies.
• Coordinating start times and events with the Game Master staff
• Welcoming groups with hospitality / hotel level service
• Selling merchandise / recording inventory,
• General guest service i.e. answering questions, making bookings through phone calls or walk-ins, planning and hosting birthday parties or corporate events, handling email correspondence etc.
• Problem-solving issues efficiently
• Maintaining the cleanliness / organization of the front lobby and work space.

Requirements

• Customer service oriented
• Enthusiastic and positive attitude
• Strong organizational skills – able to maintain a schedule
• Strong interpersonal communication skills and the ability to articulate clearly
• Has strong attention to detail
• Punctual and responsible
• Possesses a team player mentality
• Works well in a fast-paced environment
• Comfortable with responding to & receiving business calls/bookings
• Ability to problem-solve effectively
• Basic knowledge and understanding of computers
• Able to learn and work our booking software
• Willing to grow and learn in various roles outside of immediate position
• Available to work weekends & evenings
• Available to work a minimum of 32 hours per week
• Must be 18 years of age or older