Director of Guest Care

The Escape Game • Brentwood, TN

6d

About The Position

The Director of Guest Care is responsible for the success of Guest Care, aiming 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 Director is a guest-obsessed, growth-oriented leader who embodies CGP and continuously seeks to optimize Guest Care's performance and sustainable scaling. As the team operates seven days a week, there is an on-call expectation when other management is unavailable. This is a high-expectation role with the opportunity 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 or based on projects and priorities.
• 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 Guest Care team members through daily coaching, challenging, celebrating, and realigning them based on their calls and emails.
• Developing and implementing team vision and strategy, identifying new ways, structures, software, and tools to scale Guest Care effectively with TEG's growth.
• Managing the Guest Care budget and staffing needs, ensuring meticulous tracking of departmental expenses and maintaining proper staffing levels for consistent service.
• Analyzing Guest Care interactions to gain insights into guest needs, identifying opportunities for TEG to improve the guest experience across all departments with a focus on hospitality and revenue generation.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed