VIP Guest Experience Team Lead - NYC

Job Description

Job Description

Original X Productions creates worldwide location based entertainment experiences including The FRIENDS™ Experience. We are looking for staff who are passionate, exhibit the core values of excellence, have a commitment to safety, and value fun in everything they do.

Job Summary:

OGX is seeking a VIP Guest Lead to be the host and the face of our VIP experience at The FRIENDS™ Experience in New York City. You own the VIP visit from the moment guests walk through the door to the moment they leave: leading private tours, anticipating needs, and making every visit feel personal. You will work closely with the Guest Experience Coordinator and the management team to deliver VIP visits and help shape what the program becomes. During periods of lower VIP volume, you will also serve as a team lead supporting Guest Experience and Front of House operations. The ideal candidate is a natural host who thrives in fast-paced environments, is energized by people, and projects a warm, polished presence to guests and team members alike.

This part time role pays $21.00 per hour for standard shifts, and $21.50 per hour for scheduled VIP shifts.

Responsibilities:

• Lead guided tours for VIP guests, clients, partners, and special groups, bringing the experience to life with strong storytelling and show knowledge
• Serve as the primary host and point of contact for VIP team members 
• Partner with the Guest Experience Coordinator and management to prepare for upcoming VIP visits, including reviewing bookings, guest details, and special requests
• Take part in VIP communication, including pre-visit details, internal handoffs, and post-visit follow-up
• Coordinate with ticketing, guest experience, cafe, photo operations, and retail so VIP visits move through the experience without friction
• Partner closely with the FOH Manager to maintain appropriate inventory levels and ensure timely ordering of all VIP program supplies, including food and beverage items, retail totes, mugs, frames, and other program materials
• Work closely with Cafe VIP Team Members to ensure all VIP service standards and procedures are consistently followed, while providing the training, resources, and support needed to deliver an exceptional guest experience
• Learn and become a subject matter expert on the experience and on operations policies, processes, procedures, and standards
• Resolve VIP guest concerns with grace and follow-through, escalating to management when needed
• Gather VIP guest feedback and share it with management to help define and improve the program
• Help train team members on VIP service standards as the program grows
• Complete VIP visit recaps and daily summary reports in a timely and professional manner
• Support general floor operations when no VIP visits are scheduled, jumping into any area of the operation as needed
• Serve as a team lead supporting Guest Experience and Front of House operations during periods of lower VIP volume, helping guide team members, maintain service standards, and jump into any area of the operation as needed
• Additional duties as assigned

Café Operations:

• Oversee café cleanliness, organization, and inventory.
• Maintain equipment and communicate ordering and maintenance needs.
• Ensure product consistency and compliance with health and safety standards.
• Handle cash transactions and assist with tip distribution.
• Maintain high standards for coffee and food preparation.
• Enforces all rules and regulations; upholds proper levels of accountability and supports discipline in partnership with venue management and People and Culture when standards are not met
• Assists with special company projects as may be needed
• Any and all duties as assigned

Requirements:

• Must be able to remain in a standing stationary position more than 75% of the time
• Must be able to move about inside the exhibit space, including while leading tours
• Must be able to work a minimum of three shifts, one of which must be a weekend day
• Occasionally lifts and moves items / equipment weighing up to 50 pounds
• Must be able to work a variable schedule including evenings, weekends, and holidays
• Possession of a valid NYS food handlers certificate strongly preferred
• Must possess, or be able to obtain, a valid FDNY S-95 certificate

Your strengths include:

• A natural host who is energized by people and hospitality
• Exceptional communication skills, comfortable speaking to groups and leading a room
• A warm, professional presence and sound judgment with high-profile guests
• Organized and detail oriented, with the ability to juggle multiple visits and requests
• Self-starter and proactive, comfortable building a role that is still taking shape
• Maintain grace under pressure and enjoy working in a fast-paced and fluid environment
• Excellent problem solver with the ability to troubleshoot and come up with creative solutions
• Ability to handle emergency situations in a calm and authoritative manner

Your experience:

• High school diploma (or equivalent), some college is preferred (current students welcome to apply)
• At least one year of experience in a guest-focused business (hospitality, premium retail, restaurant, experiential, etc.)
• Experience in tour guiding, concierge, VIP services, events, or another premium service environment preferred
• Supervisory or lead experience welcomed
• Experience working in the Attractions and Amusement Industry welcomed
• Experienced with POS systems, ticketing systems, and Gmail

Benefits:

• Flexible Schedule
• Paid Leave

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.

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