Guest Experience Lead
About The Position
Guest Experience Leads at Great Big Game Show are guest-facing hospitality experts who create memorable experiences in a high-energy, fast-paced environment. The role includes both hosting live game shows and working as a front desk guest specialist. Hosts introduce mini-games, provide commentary, track points, and celebrate the winning team while helping every guest feel welcomed and included. Front desk duties include guest check-in, reservations, store operations, and team coordination. The position is based at Oak Brook Mall and is available part-time or full-time. Starting pay is $18.50 per hour. Shifts are generally 6–8 hours, though they may be shorter or longer based on business needs; hours and shift availability vary by season. The store is open from 8 a.m. until after midnight daily, and nights, weekends, and holidays are required. New hires receive a week of training before hosting a show solo and quarterly feedback on their shows. Growth opportunities may include progression into management, based on performance, availability, and alignment with the company’s mission, vision, and values.
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, and bend, crawl, and move around a live studio set.
- Reliable, coachable, and team-oriented.
- No prior experience required; training is provided.
Nice To Haves
- Prior hosting, performance, customer service, or hospitality experience.
Responsibilities
- Uphold current and new company service and hospitality standards.
- Deliver upbeat, conversational introductions and clearly and enthusiastically introduce each mini-game.
- Improvise fun, family-friendly commentary for guests of all ages.
- Track points, award winners, celebrate with guests, and deliver an engaging outro recap.
- Resolve service failures immediately and graciously.
- Check in guests for their game show and prepare them for the experience.
- Follow company uniform standards.
- Connect with guests through welcoming body language and open-ended questions.
- Make and change reservations in person and over the phone, and book guests and reservations.
- Maintain a clean lobby and facility, including resetting studios accurately and efficiently using setup sheets.
- Coordinate show start times with team members and guests, and coordinate team members’ breaks.
- Communicate with the management team, whether they are in-store or off-site.
- Open and close the store.
- Uphold company standards by redirecting and encouraging team members through “Continuous, Gracious Pressure.”
- Address minor maintenance issues and manage cash and inventory.
- Use host software to operate game shows in a studio.
- Restock inventory and complete required reports.
- Capture guest moments and create and send highlight videos.
- Manage time effectively to keep assigned games on schedule.
- Ensure every guest has a five-star experience and leaves happy.
Benefits
- Full-time team members are eligible for a 401(k) with matching.
- Medical insurance for eligible full-time team members.
- Vision insurance for eligible full-time team members.
- Dental insurance for eligible full-time team members.
- Employee discount.
- Flexible spending account.
- Life insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
