Guest Experience Communication Lead-Las Vegas
About The Position
Original X Productions (OGX), operators of worldwide location-based entertainment experiences including The FRIENDS™ Experience and Hershey Super Sweet Adventure, is seeking a part-time Guest Experience Communication Lead to support guest communication efforts for The FRIENDS™ Experience in Las Vegas. This role will work closely with the Venue Manager and coordinate with leadership across all OGX experiences to help ensure a consistent and elevated guest experience across sites. The Guest Experience Communication Lead will oversee and support guest-facing communication channels, assist with escalations and operational follow-up, and partner with venue leadership teams to maintain consistency in guest experience standards across all OGX experiences. This role will primarily support guest communication efforts through platforms such as Freshdesk, while also assisting with operational coordination, reporting, training support, and guest recovery initiatives.
Requirements
- Must be able to work a flexible schedule including weekends, evenings, and holidays as needed
- Must be able to remain in a stationary position for extended periods of time
- Must be able to work both independently and collaboratively across teams
- Strong written and verbal communication skills required
- Comfortable working in fast-paced, guest-focused environments
- At least 2 years of experience in hospitality, guest services, operations, or customer support
Nice To Haves
- Experience handling guest communication and escalations preferred
- Experience in entertainment, attractions, live events, hospitality, or experiential environments is a plus
- Experience using Freshdesk, Zendesk, or similar guest communication platforms preferred
Responsibilities
- Coordinate and manage guest communication and email correspondence across OGX experiences
- Respond to guest inquiries, concerns, and escalations in a professional, timely, and guest-focused manner
- Partner with Venue Managers and site leadership teams to ensure consistency in communication standards and guest recovery processes
- Escalate guest concerns, operational issues, media inquiries, group requests, or VIP matters to the appropriate teams when needed
- Assist with maintaining and updating guest communication templates, SOPs, and workflows
- Support operational reporting and tracking related to guest trends, feedback, and recurring concerns
- Collaborate with site leadership teams to identify opportunities to improve the guest experience
- Assist with training support related to communication tools, guest recovery, and service standards
- Maintain strong knowledge of ticketing policies, operational procedures, and guest-facing processes across all locations
- Support special projects, operational initiatives, and administrative tasks as assigned
- Serve as the primary point of contact for special events inquiries and coordination
- Coordinate and support the setup and execution of special events and group experiences
- Any and all duties as assigned
Benefits
- We create happiness.
- We are an equal opportunity employer and encourage people with disabilities and from other diverse backgrounds to apply.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
