Game Facilitator

About the role

You’ll guide players through check-in, support customers during gameplay, and keep the store running at peak performance. The role is all about keeping the action flowing and delivering world-class experience. The environment is fast-paced and high-energy—perfect for those who are confident, social, and ready to jump into the action. If you love facilitating fun, tackling technical challenges, and levelling up the customer experience, you will thrive in this role.

This is a part-time, permanent position at our White Marsh (Baltimore) store located at 8165-A Honeygo Blvd.

Responsibilities

• Be professional in thought, language, and action
• Exemplify excellence in facilitation, giving customers a great experience
• Brief new groups thoroughly but concisely prior to the start of their experience
• Observe customers in the gaming area and provide explanations as necessary
• Participate with customers in games if needed to ensure an excellent experience
• Monitor and be attentive to gameplay, giving timely aid as necessary
• Handle any malfunctions with support of a leader
• Maintain a clean and comfortable work environment
• Warmly greet customers when entering or leaving the establishment
• Verify appointment times and explain the check-in process
• Handle debit, credit, or gift card transactions with customers
• Issue receipts and wristbands
• Answer customer inquiries and involve a leader if the answer is not sufficient
• Clean facility and washrooms as needed: dusting, vacuuming, using cleaning supplies, etc.
• Paint around the main facility as needed
• Aid Team Lead in checking inventory of merchandise
• Reset and disinfect wristbands
• Clean and disinfect available lockers and lounge
• Notify leader immediately of game failures or malfunctions
• Touch up equipment; gluing props and other unskilled tasks

Working Environment

• Capacity to lift and carry merchandise, supplies, and equipment weighing up to 50 lbs consistently
• Capability to bend, stoop, and reach to access merchandise, perform cleaning and maintenance tasks
• While performing duties, you may be required to sit, stand, walk, reach with hands and arms, stoop, kneel, crouch, crawl, and communicate with others for long periods of time
• Must be capable of standing for extended periods, typically 8 hours
• Regular use of maintenance equipment such as hand and power tools, with occasional use of a ladder
• Must be comfortable working in an environment with bright flashing lights, loud music, and fog
• Wearing personal protective equipment (PPE), properly handling and storing cleaning chemicals, and following established safety protocols
• Must be willing to work various shifts starting as early as 8 am and ending as late as 1 am (leaders will work within given availability)

Qualifications

• 1 year of customer service experience is considered an asset
• Must be flexible and available to work evenings, weekends, and holidays
• Strong communication skills, multitasking, and time management skills
• Must be a people person—energetic, friendly, and outgoing, with the ability to command attention in a crowd

Benefits

• Competitive wage with incremental pay increases
• 401(k)
• Employee assistance program (EAP)
• Level up your career with growth opportunities
• Ongoing learning and training with a focus on technology and innovation
• Free game play and employee discounts
• Fun and dynamic work environment
• Casual and comfortable dress code
• On-site parking

Successful completion of a criminal record check is a condition of employment for this position.