Experience Guides (AKA Game Masters) provide a timely, friendly, and high-quality guest experience.
Job Title: Seasonal Experience Guide
Reports To: Lead Experience Guide / Manager
Weekly Hours: variable depending on season
Seasonal Employees may be scheduled 0 hours during off seasons,
Experience Guides (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. Guides are responsible for opening and closing the venue according to venue guidelines.
PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS*)
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.
Ensure guest safety and report any concerns immediately. Implement solutions swiftly and escalate as needed.
Adhere to and enforce the company's COVID-19 protocols. Employees are required to wear a face covering at all times while inside the venue unless actively eating or drinking and socially distant from others in non-guest areas. Experience Guides will properly sanitize all touch points in their respective game after completion. All guests must comply with wearing a face covering while in common areas unless actively eating or drinking or will be asked to leave the venue. Employees will not report to work if showing any symptoms of COVID-19 and will follow CDC Guidelines for testing and/or isolation. While vaccination is not required for employees, a vaccination attestation form will be required to be completed (as of January 2022).
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.
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.
Position requires ability to perform with supervision from a lead and/or manager.
QUALIFICATIONS & SKILLS
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.
One year working in an escape room or fast paced themed entertainment environment
United States (Required)
Bending, carrying, climbing, driving, lifting, pushing, pulling, reaching, sitting, standing, walking.
Make Real is an equal opportunity employer.
$13 - $13 per hour