Guest Experience Lead

The Escape Game•Santa Clara, CA

5h•$0 - $20•Onsite

About The Position

Great Big Game Show is hiring a Guest Experience Lead to provide memorable, high-energy guest experiences in a live game-show setting. The role combines hosting and front-desk guest service. Leads introduce and explain mini-games, provide family-friendly commentary, track points, celebrate winning teams, and help every guest feel welcomed and included. They also check in guests, manage reservations, coordinate show operations, support the team, and help maintain the facility. The position is hourly and non-exempt, with part-time and full-time schedules available. Starting pay is $19.50 per hour. The employer seeks someone to begin training November 3 and remain available through January 16. The location is Westfield Valley Fair. The venue is open daily from 8 a.m. until after midnight; shifts are typically 6–8 hours but may be shorter or longer depending on business needs. Nights, weekends, and holidays are required, and available hours and shifts vary by season. Training lasts one week before independently running a show, with quarterly feedback on performance. Great Big Game Show describes a career path from Host to Guest Experience Leader, Assistant Manager in Training, Assistant Manager, and General Manager. Advancement depends on performance, availability, and alignment with the company’s mission, vision, and values. The company says hosts may grow into management in as little as 3–12 months. Full-time team members are eligible for the listed benefits.

Requirements

Guest-focused mindset.
Availability to work nights, weekends, and holidays.
Comfortable speaking to and leading groups of 2–14 guests.
Able to stand for up to six game shows per shift, lift 30–40 pounds, bend, crawl, and move around a live studio set.
Reliable, coachable, and team-oriented.

Nice To Haves

Prior hosting, performance, customer service, or hospitality experience is a plus.

Responsibilities

Uphold current and new company service and hospitality standards.
Deliver upbeat, conversational introductions and clearly and enthusiastically explain each mini-game.
Improvise fun, family-friendly commentary for guests of all ages; track points, award winners, and celebrate with guests.
Deliver a clear, engaging recap at the end of the experience.
Resolve service failures immediately and graciously.
Check guests in for their game show and prepare them for the experience.
Connect with each guest through welcoming body language and open-ended questions.
Make and change reservations in person and over the phone, and book guests and reservations where possible.
Maintain a clean lobby and maintain cleanliness of games and the facility.
Coordinate show start times with team members and guests, and coordinate team breaks.
Communicate with the management team, including when managers are not in the store.
Open and close the store.
Uphold company standards by redirecting and encouraging team members using the company’s “Continuous, Gracious Pressure” coaching approach.
Address minor maintenance issues and manage cash and inventory.
Use host software to operate game shows in a studio.
Reset studios accurately and efficiently using setup sheets.
Restock inventory and complete required reports.
Capture guest moments and create and send highlight videos.
Manage time effectively to keep assigned games on schedule.
Comply with uniform standards.
Ensure each guest has a five-star experience and leaves happy.