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

Apply for Seasonal Experience Host

ob Title: Seasonal Experience Host

Reports To: Assistant Manager

Department: Operations

Weekly Hours: variable depending on season

Seasonal Employees may be scheduled 0 hours during off seasons,

Pay: $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 guests 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.

Experience Guides will properly sanitize all touch points in their respective game after completion. Employees will not report to work if showing any symptoms of COVID-19 and will follow CDC Guidelines for testing and/or isolation. 

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 sell 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.

QUALIFICATIONS & SKILLS

REQUIRED

Education: High School Diploma or equivalent.

Excellent spoken and written communication.

Strong interpersonal skills and comfort interacting with guests.

Proficient computer skills

Strong organizational and time-management skills, including the ability to handle multiple tasks simultaneously.

Strong ability to work as part of a team

Ability to work from late morning or early afternoon to night

Experience interacting with guests and staff in a fast paced environment.

Availability on nights and weekends

Ability to climb ladders, lift up to 50 lbs without assistance, bend, crawl, and fit into tight spaces.

PREFERRED

One year working in an escape room or fast paced themed entertainment environment

Language:

English (Required)

Spanish (Preferred)

Work authorization:

United States (Required)

Physical Requirements:

Bending, carrying, climbing, driving, lifting, pushing, pulling, reaching, sitting, standing, walking.

Make Real is an equal opportunity employer.