Guest Experience Coordinator

Hospitality Expert - Guest Experience Coordinator

Compensation: $16/hour starting pay (rates may vary depending on experience and location). Monthly personal performance bonuses of up to $700 available.

Role: Our Hospitality Experts are our guest's first point of contact with The Escape Game! They are responsible and empowered to exceed guest expectations through epic hospitality over the phone, chat, and in email communications. They will seek to create The Escape Game super fans by providing an exceptional guest experience that results in positive word of mouth. They will work to solve guest problems, accommodate guest needs, talk guests through concerns and ultimately generate bookings for The Escape Game. The goal of this role is to gain an understanding of and love for serving our guests, and to eventually transition to TEG store leadership.

Expected Weekly Hours: 30-45 hours per week

Expected Schedule: Flexible availability, including nights, weekends, and holidays

Responsibilities:

• Work to meet the incoming demand of calls, chats and emails so we can serve every single guest.
• Delivering unique forms of hospitality to every single guest by creating personal connections in every interaction through collecting and connecting clues.
• Being a The Escape Game brand ambassador: enthusiastically explaining our games.
• Remove barriers between our guests and their first/next experience at The Escape Game.
• Create epic guest moments that generate positive word of mouth and brand perception.
• Communicating with The Escape Game Store locations nationwide, professionally and politely.
• Creatively solve guest challenges as needed.

Requirements & Expectations:

• Working fully out of our HQ office at Brentwood Commons
• Minimum one shift a month working in a TEG store.
• Flexible availability, including nights, weekends, and holidays
• Obsession with delivering 5-star hospitality to guests
• Genuine love for serving others
• Flexible, humble, and teachable
• Ability to function both creatively and administratively
• Exceptional communication skills
• High capacity for creative problem solving
• Ability to multitask
• Energetic, friendly, and patient