Seasonal Guest Experience Coordinator

Job Title: Hospitality Expert

Compensation: $16.50/hour starting pay. Monthly personal performance bonuses of up to $700 available. Note all bonuses are taxed.

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.

Expected Weekly Hours: 30-45 hours per week

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

Seasonal Dates of Work: As early as 10/21/2025, but will end on 1/17/2026.

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.
• 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:

• 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

Remote Specific Expectations:

• Work remotely from locations that are quiet, with good wifi and are generally private due to the information that could be on your screen while on the clock.
• Your home is the preferred place of work. If you need to work outside of your home for some reason, communication should be sent for approval to your direct leader at least 24 hours in advance. Approvals can be made with less time if there are emergencies (power outage, etc)
• Be in a professional setting & remember professionalism when working remotely and participating on video calls. (not laying down or on a couch, or in pajamas, attending to family, etc.) TEG shirts are appropriate and business casual tops when on video meetings.
• Share your location via Gchat by informing the team & your direct leader of meal breaks or "brb" breaks to take 5-10 mins for restroom breaks or brain breaks.
• Use the TEG laptop sent to you for all TEG related work.
• Be on camera for video calls and meeting with the your team and other HQ teams.