What are the responsibilities and job description for the Guest Service Host position at 1UP Entertainment + Social?
1UP Entertainment Social
We are looking for an amazing Guest Services Host who is seeking a place to be themselves, become a part of something bigger and unite in delivering LEGENDARY Hospitality, GREAT Times, and Lasting MEMORIES! Come grow with us and be an integral part of our community, the customer’s we serve and achieve your goals of working in an industry that is ever changing, constantly evolving, and forever exciting! *****Base hourly Tips*****
We are looking for dynamic, fun-loving, energetic, outgoing, smiling and most important RESPONSIBLE individuals who want to become part of the most exciting new industry of social entertainment. If this describes you and you are ready to become a key part in delivering LEGENDARY GREAT MEMORIES to our guests, then we want YOU!
The Work
The Guest Services Host will report to the Operations Manager and will be responsible for guiding all our guests through their gaming, dining and party experiences. You will be the master orchestrator of all things Guest service and engagement, Customer Satisfaction, hospitality with an opportunity to bring our brand alive through each and every guest interaction, including:
We are looking for dynamic, fun-loving, energetic, outgoing, smiling and most important RESPONSIBLE individuals who want to become part of the most exciting new industry of social entertainment. If this describes you and you are ready to become a key part in delivering LEGENDARY GREAT MEMORIES to our guests, then we want YOU!
The Work
The Guest Services Host will report to the Operations Manager and will be responsible for guiding all our guests through their gaming, dining and party experiences. You will be the master orchestrator of all things Guest service and engagement, Customer Satisfaction, hospitality with an opportunity to bring our brand alive through each and every guest interaction, including:
- Be the smiling Face and warm welcome each of our guests receive upon entering 1UP
- Facilitate a friendly, helpful, and inviting dining, birthday, event, and/or attraction experience by serving as the expert knowledge source of our dining program, attractions packages and equipment, specials, pricing, and menu to guide our guests in building Legendary Great Memories
- Ensure the facility, table areas, and amusement equipment are always event-ready
- Understand completely all policies, procedures, standards, specifications, guidelines, and training programs.
Dining
- Estimate wait times for guests and monitor guest waiting list
- Schedule reservations in advance for guest
- Escort guests to their seats, provide a menu, and explain the specials
- Regularly check the reservation book for next meal reservations
- Assign tasks to the serving personnel for smooth running of the business
- Assess guest demeanor and follow alcohol awareness procedures, promptly reporting any concerning behavior to management
Attractions
- Suggesting and promoting activities and packages based on guest’s needs, and activity availability
- Be well-versed in not only the food and drinks we serve but also our 1UP VIP Loyalty and Selling programs
- Demonstrate expert knowledge in POS systems - Semnox card system and Conqueror
- Ring up accurate transactions in the POS system and process transactions quickly
- Processing payment transactions and welcoming our Guests back
Bowling
- Troubleshooting or escalating lane or attraction malfunctions immediately
- Ensure that all guests’ questions are answered and game play malfunctions are resolved so that guests feel welcome and are given responsive, friendly, and courteous service always
- Issuing and cleaning bowling shoes; maintaining shoe organization, as needed
- Escorting Guests to their lane and assisting them with their lane set up and ball selection, as assigned
- Ensuring Guests adhere to all bowling and attraction safety standards
- Enforce that all procedures, equipment needs, and safety protocols are met consistently
- Demonstrate effective communication, conflict and incident resolution, quickly and courteously
- Accommodate special requests for guests whenever possible
- Log issues nightly
- Do not give out concessions without following procedures, including management approval
- Perform and uphold sanitation for the reception area, dining and table spaces, equipment, and tools.
- Ensure that the environment is clean, organized, safe, and in good repair
- Perform daily stocking and maintenance duties, as needed
- Make recommendations to keep high standards of 1UP’s dining beverage guest service program
- Notifies manager and keeps them fully informed of any potential issues or guest concerns
- Positively represent the 1UP brand in our community and local market
- Assist others and perform additional duties as directed
The Requirements
- Sense of Urgency with the ability to keep up in a fast-paced environment while delivering impeccable guest service
- Aptitude and ability to quickly master a POS system and standard operating procedures
- Willingness and ability to Clean and organize throughout and as a major part of closing duties of shift
- A responsible, fun-loving, team player who has customer service experience
- Team player and ability to deliver Legendary Hospitality is a MUST
- Strong problem-solving skills and possess math skills and the ability to handle money and operate a POS system
- Can effectively communicate with Management, Co-workers, and guests
- Embrace that working at 1UP is a team sport dedicated to our Mission and Vision
- Ability to work quickly and meet deadlines with minimal supervision in noisy, fast paced environment with frequent distractions
- Physical demands* include but are not limited to:
- Must be able to stand and exert fast-paced mobility for several hours (entire shift) at a time.
- Must have a good sense of balance, be able to bend, reach, mop, sweep, and kneel and have the ability to lift bus tubs, glass racks and trays frequently weighing up to 25-50 pounds
- Must be Age 18 or older
If what we believe and value fuels your passion, we would be honored to have you on our team and become a part of our 1UP family!
Check us out or follow us on social media at @PLAYat1UP.com
*The physical demands described above are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are an Equal Opportunity Employer and we focus on an inclusive culture and celebrate everyone for who they are and their unique skills and abilities. We do not discriminate in hiring or employment on the basis of race, color, creed, religion, sex, sexual orientation, national origin, citizenship status, ancestry, age, marital or veteran status, physical or mental disability, arrest record, genetic information or any other characteristic protected by applicable federal, state and local laws.
Check us out or follow us on social media at @PLAYat1UP.com
*The physical demands described above are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are an Equal Opportunity Employer and we focus on an inclusive culture and celebrate everyone for who they are and their unique skills and abilities. We do not discriminate in hiring or employment on the basis of race, color, creed, religion, sex, sexual orientation, national origin, citizenship status, ancestry, age, marital or veteran status, physical or mental disability, arrest record, genetic information or any other characteristic protected by applicable federal, state and local laws.