Hospitality Lead, Times Square, NY

THE ROLE

Hospitality Leads 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 Hospitality Lead is the ambassador of The Escape Game and Great Big Game Show experiences. 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 Hospitality Lead 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 and Great Big Game Show.

HOW HOSPITALITY LEADS SERVE OUR GUESTS AND OUR TEAM

• Embodying our mission, vision, and values during every shift
• Using the Party Host Practices
• Prepare the party venue
• Connect with guests
• Keep the energy high
• Customize the experience
• Make sure everyone leaves happy
• Using the 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
• Making groups of 2-50 feel welcome, cared for, and excited for their game
• Connecting with every single guest by maintaining open and welcoming body language and asking open-ended questions to encourage fun, friendly conversation with guests
• Introducing guests to their Game Guide or Host
• Using the Steps for Creating Fans
• Extend the invite
• Keep the party going
• Encourage party favors
• Immediately and graciously resolving service failures