Team Lead

About the role

The Team Lead (TL) position at Red Door Escape Room in Emeryville is an entry to the first level of leadership. Leading from the front lines of operations, TLs are the closest with guests and the most accessible point of contact to the team. They focus on delivering 6-star experiences for guests, ensuring the team is on-point during operational hours, assisting with training, and maximizing downtime by improving the location’s health and leading the staff through task delegation.

Team Leads are not only experience coordinators but also represent the joyful face of the company. They are customer service experts and are responsible for creating clear lines of communication for customers. Team Leads bring a positive spirit and radiate a welcoming presence to anyone who walks through the doors.

The Team Lead will own these main areas:

• Total Guest Service
• Day-to-Day & Events & Coordination
• Game Master and new hire training

Responsibilities

• Full mastery over all products offered in the store, including Game Show Studio
• Thoroughly understanding, explaining, and enforcing booking/cancellation policies
• Coordinating start times and events with the Game Master staff
• Welcoming groups with hospitality/hotel-level service
• Selling merchandise and recording inventory
• General guest service, including answering questions, making bookings via phone or walk-ins, planning and hosting birthday parties or corporate events, and handling email correspondence
• Problem-solving issues efficiently
• Maintaining the cleanliness and organization of the front lobby and workspace

Requirements

• Customer service-oriented
• Enthusiastic and positive attitude
• Strong organizational skills – able to maintain a schedule
• Strong interpersonal communication skills and the ability to articulate clearly
• Strong attention to detail
• Punctual and responsible
• Team player mentality
• Works well in a fast-paced environment
• Comfortable responding to and receiving business calls/bookings
• Ability to problem-solve effectively
• Basic knowledge and understanding of computers
• Able to learn and work with booking software
• Willing to grow and learn in various roles outside of the immediate position
• Available to work weekends and evenings
• Available to work a minimum of 32 hours per week
• Must be 18 years of age or older

Schedule

Minimum of 32 hours per week, including weekends and evenings.