Guest Service Host

About the role

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 customers we serve and achieve your goals of working in an industry that is ever changing, constantly evolving, and forever exciting!

Responsibilities

• Guide all guests through their gaming, dining and party experiences
• Serve as the expert knowledge source of dining program, attractions packages and equipment, specials, pricing, and menu to guide 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 guests
  • 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
  • Suggest and promote activities and packages based on guest’s needs, and activity availability
  • Be well-versed in not only the food and drinks served 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
  • Process payment transactions and welcome guests
• Bowling
  • Troubleshoot or escalate 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
  • Issue and clean bowling shoes; maintain shoe organization, as needed
  • Escort guests to their lane and assist them with their lane set up and ball selection, as assigned
  • Ensure 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
• Notify manager and keep 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

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
• 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

Physical demands

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.