Director of Guest Care

The Escape Game•Brentwood, TN

About The Position

The Director of Guest Care is responsible for the success of Guest Care, expected to achieve KPIs by balancing revenue growth and hospitality. This role ensures thousands of daily guest interactions via tickets and calls meet or exceed TEG standards. The ideal candidate is a guest-obsessed, growth-oriented leader who embodies CGP daily, constantly seeking future improvements and testing strategies for optimal results and sustainable scaling. The team operates 7 days a week, requiring an on-call expectation when other management is unavailable. This is a high-expectation role with the potential to lead a successful team and significantly impact TEG's success.

Requirements

Minimal travel expected
Minimum 40-45 hours per week, with more required during peak seasons, projects, or other times of the year.
Some work on nights and weekends with on-call expectations for shifts when other managers are not scheduled.
Xola, Hubspot, and RingCentral expertise
Consistent cookie attitude
TEG brand ambassador
Natural “excellence” reflex
Intense work ethic

Nice To Haves

TEG GM experience strongly preferred

Responsibilities

Coaching team members daily on every call or email, challenging, celebrating, and realigning them with CGP principles.
Developing team vision and strategy to scale Guest Care effectively with TEG's growth, exploring new structures, software, and tools.
Managing the Guest Care budget and staffing needs, ensuring meticulous tracking of departmental expenses and maintaining proper staffing levels for service consistency.
Studying Guest Care interactions to gain insights into guest needs and identify opportunities for improving the guest experience across all departments, focusing on hospitality and revenue generation. This requires consistency, a strong internal locus of control, and clear data reporting.

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