Guest Experience Specialist (Opry Mills)

Guest Experience Specialist

Guest Experience Specialists are world-class hospitality experts who are genuinely delighted to anticipate each individual guest's needs, enthusiastically serve them, and do whatever it takes to make their day!

A GES is the ambassador of The Escape Game experience. Just like a great party host, they take responsibility for the energy in the room by making our lobby feel fun, upbeat, and inviting. An excellent GES is a master of emotional intelligence, which means having the ability to regulate and manage your own emotions and understand the emotions of those around you. To excel in this role, you must be able to read and sense each guest's feelings and needs to make sure they have a great experience. You are the bookends of each guest's experience their first and last impression of The Escape Game.

How Guest Experience Specialists Serve Our Guests and Our Team

Embodying our mission, vision, and values during every shift

Using TEG's Party Host Practices

Prepare the party venue

Connect with guests

Keep the energy high

Customize the experience

Make sure everyone leaves happy

Using TEG's Hospitality Habits

Courtesy

Cleanliness

Communication

Enthusiastically explaining our games and efficiently guiding interactions in the lobby by:

Checking in guests

Coordinating game start times with Team Leader

Answering the phone

Accurately booking reservations

Connecting with every single guest by maintaining open and welcoming body language and asking open-ended questions to encourage fun, friendly conversation with guests

Making groups of 2-50 feel welcome, cared for, and excited for their game

Using TEG's Steps for Creating TEG Fans

Extend the invite

Keep the party going

Encourage party favors

Immediately and graciously resolving service failures

Requirements

Flexible availability. This role often works nights, weekends, and/or holidays.

Must be able to handle physical activity as it relates to the job, such as deep cleaning, painting, standing, crawling, bending, lifting 30-40 lbs, and minor game repairs.

Ability to stand for long periods of time (about 75-80% of your shift).

Align with TEG's Uniform Standards.

Knowledge, Skills, & Abilities

Genuine love for serving others

Flexible, humble, and teachable

Ability to function both creatively and administratively

Basic computer abilities

Exceptional listening skills

High capacity for creative problem solving

Energetic, friendly, and patient

Clear and articulate communicator

Benefits for Full Time Team Members

• 401(k)
• 401(k) matching
• Health Insurance
• Employee discount
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance
• Flexible schedule