Make Real Inc. / The Bureau Adventure Games Experience Host Orlando, FL · Part time

Experience Guides (AKA Game Masters & Game Hosts) provide a timely, friendly, and high-quality guest experience.

Description

Job Title: Experience Host (Part-Time)

Reports To: Assistant Manager

Department: Operations

Weekly Hours: 16-30 with opportunities for additional hours during peak seasons

Pay: starting at $13.00/hour


Position Overview

Experience Hosts (AKA Game Masters) provide a timely, friendly, and high-quality guest experience. They ensure a positive guest experience from entrance to exit. This includes monitoring and managing experiences from a control room using security cameras and a show control system, resetting experiences to their starting state with a high attention to detail, and reporting when equipment involved in experiences no longer works or becomes damaged. Hosts are responsible for opening and closing the venue according to venue guidelines.


PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS*)


Guest Service

·       Exercise composure, attention to detail, and commitment to ensuring an excellent guest service experience from guest arrival to their departure.

·       Effectively and promptly communicate information to guests -- both in the venue and before arriving, using phone, text and email as needed -- to ensure smooth operations and guest satisfaction.

·       Swiftly identify and appropriately address discontent guests. Promptly diffuse any tense situations with guests. Proactively identify situations and anything that could lead to discontented guests and quickly address them.

·       Attend the lobby and check guests in as they arrive. Confirm guest bookings/tickets with our system, ensure they sign waivers. In a timely fashion, greet guests when their experience is over and walk them into the lobby for the offboarding process. Answer any guest questions as needed.


Quality & Cleanliness

·       Follow venue cleaning guidelines. Experience guides will be responsible for cleaning all areas including, but not limited to the lobby, bathrooms, games, outside areas, and employee areas during their shifts.

·       Identify any repairs needed for the venue and either resolve them or report them to the appropriate lead or manager.


Safety

·       Ensure guest safety and report any concerns immediately. Implement solutions swiftly and escalate as needed.

·       Employees will not report to work if showing any symptoms of COVID-19 and will follow CDC Guidelines for testing and/or isolation. 

·       Employees must also follow all guidelines per Department of Health for Food Handling safety.


Game Operations

·       Open and close venue following appropriate procedures.

·       Simultaneously monitor and manage multiple guest experiences from a control room using a closed circuit TV system and a digital control panel. Respond to guest requests for assistance and ensure that guests are not destroying property and are conducting themselves safely.

·       Reset rooms to their original states after guests have completed an experience. Return items to their original places, fix set dressing, close doors, etc. Report any issues to your Manager and collaborate to implement solutions. Assist other Experience Guides on their reset if needed.


Sales & Cash Handling

·       Assist guests with ticket sales in person or via phone depending on the guests’ needs. Offer and upsell venue merchandise and food and beverage, including alcoholic beverages. (Training will be provided). Accurately and efficiently handle cash, credit, and touchless transactions.


Misc

·       Assist with special events outside of normal operating hours on occasion.

·       Complete any projects or tasks assigned by Team Leader or Management for the successful operation of the venue.


SUPERVISION RECEIVED

Position requires ability to perform with supervision from a lead and/or manager.


REQUIRED QUALIFICATIONS & SKILLS

Education:

   - High School Diploma or equivalent.


Communication Skills:

   - Exceptional verbal and written communication skills.

     - Proficiency in English (mandatory).

     - Proficiency in Spanish (desirable).


Interpersonal Abilities:

   - Effective interpersonal abilities and ease in engaging with guests within a dynamic setting.


Computer Proficiency:

   - Competency in computer operations and typing, including the ability to listen to repetitive sounds through headphones, identify colors, utilize Microsoft Teams & Office, and navigate email and chat functionalities.

   - Ability to use portable electronic devices such as tablets.


Organizational and Time-Management Skills:

   - Solid organizational and time-management capabilities, enabling efficient handling of multiple tasks concurrently.


Teamwork:

   - Collaborative mindset with a strong aptitude for teamwork.


Physical Requirements:

   - Ability to ascend ladders, lift objects weighing up to 50 lbs, continuously manipulate small items, engage in frequent walking, bending, crawling, and fitting into confined spaces. Additionally, capacity for pushing, pulling, and twisting.

   - Ability to work indoors primarily in low lighting and occasionally outdoors.


Radio Communication and Device Usage:

   - Ability to use radio communication with an earpiece.

   - Ability to use portable electronic devices such as tablets.


Availability:

   - Availability for two full days of work (with at least one day falling on a Friday, Saturday, or Sunday).

     - Typical shifts may span from 9:30 AM to 5:30 PM or from 5:00 PM to 12:00 AM, with the potential for overnight shifts based on guest demands.


Preferred Experience:

   - Preferred: One year of experience in an escape room or similarly fast-paced themed entertainment environment.


Work authorization:


United States (Required)


Make Real is an equal opportunity employer.

Salary

$13 - $13 per hour