Guest Experience Communication Lead - Tysons

Description

Original X Productions (OGX), operators of worldwide location-based entertainment experiences including Hershey Super Sweet Adventure and The FRIENDS™ Experience, is seeking a part-time Guest Experience Communication Lead to support guest communication efforts for Hershey Super Sweet Adventure in Tysons, VA. This role will work closely with the Venue Manager while coordinating with leadership across all OGX experiences to help ensure a consistent, welcoming, and elevated guest experience across sites.

Job Summary

The Guest Experience Communication Lead will oversee and support guest-facing communication channels, assist with escalations and operational follow-up, and partner with venue leadership teams to maintain consistency in guest experience standards across all OGX experiences.

This role will primarily support guest communication efforts through platforms such as Freshdesk, while also assisting with operational coordination, reporting, training support, guest recovery initiatives, and birthday party coordination. This individual will respond to birthday party inquiries, assist with scheduling and coordination, and serve as the primary point of contact for day-of birthday party operations and guest support.

This position pays $20.00 - $23.00 per hour.

Primary Responsibilities

• Coordinate and manage guest communication and email correspondence across OGX experiences
• Respond to guest inquiries, concerns, and escalations in a professional, timely, and guest-focused manner
• Respond to birthday party inquiries and assist with party booking coordination
• Serve as the primary point of contact for day-of birthday party operations and guest support
• Coordinate with on-site team to ensure birthday party experiences are executed smoothly and aligned with guest expectations
• Partner with Venue Managers and site leadership teams to ensure consistency in communication standards and guest recovery processes
• Escalate guest concerns, operational issues, media inquiries, group requests, or VIP matters to the appropriate teams when needed
• Assist with maintaining and updating guest communication templates, SOPs, and workflows
• Support operational reporting and tracking related to guest trends, feedback, and recurring concerns
• Collaborate with site leadership teams to identify opportunities to improve the guest experience
• Assist with training support related to communication tools, guest recovery, and service standards
• Maintain strong knowledge of ticketing policies, operational procedures, and guest-facing processes across all locations
• Support special projects, operational initiatives, and administrative tasks as assigned
• Serve as the primary point of contact for special events inquiries and coordination
• Coordinate and support the setup and execution of special events and group experiences
• Any and all duties as assigned

Requirements

• Must be able to work a flexible schedule including weekends, evenings, and holidays as needed
• Must be able to remain in a stationary position for extended periods of time
• Must be able to work both independently and collaboratively across teams
• Strong written and verbal communication skills required
• Comfortable working in fast-paced, guest-focused environments

Your Strengths Include

• Exceptional written and interpersonal communication skills
• Highly organized and detail oriented
• Strong problem-solving and critical-thinking skills
• Ability to multitask and prioritize effectively
• Self-starter with a proactive mindset
• Ability to remain calm and solution-oriented in high-pressure situations
• Strong hospitality and guest service mindset
• Ability to collaborate effectively across multiple teams and locations
• Proficiency in Microsoft Office, Google Workspace, and guest communication platforms

Your Experience

• At least 2 years of experience in hospitality, guest services, operations, events, or customer support
• Experience handling guest communication and escalations preferred
• Experience coordinating parties, events, or group experiences preferred
• Experience in entertainment, attractions, live events, hospitality, or experiential environments is a plus
• Experience using Freshdesk, Zendesk, or similar guest communication platforms preferred

Why Work at OGX

For us, it’s all about the fans and creating experiences they will love. We create happiness. We are an equal opportunity employer and encourage people with disabilities and from other diverse backgrounds to apply.