Assistant Manager of Guest Care

Job Title: Assistant Manager of Guest Care

TEG Level: HQ Assistant Manager

Growth Path: Manager of Guest Care or Event Coordinators, Sr. Manager.

Role:

The Assistant Manager of Guest Care will be a guest-obsessed leader who is in the field working with the team as much as they work on the team. By doing the work that our GECs do, they will be able to find ways we can improve and better coach others in that role. The Assistant Manager of Guest Care is expected to master our tools including Ring Central Text Expander, Xola, and Hubspot. 

Responsibilities:

Mastery of our tools

The Assistant Manager of Guest Care position will be our role that splits the most time between working with the team and working on the team. That means the person in this role should have one of the best overall understandings of each of our tools and be able to recommend changes that make the team more efficient. 

Surprise and Delights

This role will lead the charge in facilitating surprise and delights. Helping our team create the most memorable experiences for our guests within the given budget. The AM of Guest Care will also be responsible for finding the best process making sure our team is not bogged down by red tape and our S&Ds become too cumbersome to make happen.

Staffing and Scheduling

Our Assistant Manager of Guest Care will provide backup for the Manager of Guest Care in the area of staffing and scheduling. This will mean helping to create schedules when needed and recommend staffing changes as needs shift.

On-Shift Leadership

The Assistant Manager of Guest Care will sometimes be the team’s first point of contact and go to for any questions or roadblocks during certain shifts when the Manager of Guest Care is not working. 

Coaching

The Assistant Manager of Guest Care will be expected to provide the team with consistent coaching and feedback that aligns with TEG values and the goals of the Guest Care team. Using CGP, this position will improve performance and culture by making the team better with individualized coaching and feedback.

Improve Our Systems and Efficiencies

Guest Care is one of the most at-risk departments for wasted time on overcomplicated systems and processes. We constantly need to refocus our energy and attention on our true mission to best serve our guests. The Assistant Manager of Guest Care will guard that mission by protecting the team against the tasks that take them away from service. If things aren’t getting done efficiently, this role will be our first line of defense to find opportunities to make improvements.

Requirements & Expectations: 

•  Light travel

•  Minimum 40 hours per week. More may be required based on projects, priorities and task list.

•  Some work on nights and weekends

•  Xola, Hubspot, and Ring Central expertise

•  Consistent cookie attitude 

•  TEG brand ambassador

•  Natural “excellence” reflex

•  Intense work ethic

Direct Leader: : Director of Guest Care

Hours and Schedule: 

Expected Weekly Hours: Minimum 40 hours per week. More may be required based on projects, priorities and task list.

Travel Expectations: Very Little

Oncall: Yes

WHO WE ARE AT TEG

Our Mission Statement (Our purpose everyday) 

To design and deliver epic interactive experiences for every single guest. 

Our Vision Statement (Our big goal)

To define and dominate the escape game industry and disrupt the world of entertainment. 

Our Values (The core beliefs that we live by) 

Excellence  |  We are relentless in our pursuit to be the best. 

Passion  |  We love our guests, our brand, and our games. 

Growth  |  We believe in expanding our business and developing our team members. 

Integrity  |  We endeavor to honor God through hard work, honesty, fairness, and generosity. 

Teamwork  |  We can best accomplish our goals by selflessly working together. 

Creativity  |  We are always expanding the boundaries of what is possible.