The Team Lead (TL) position at Red Door Escape Room in Concord is an entry to the first level of leadership at Red Door. Leading from the front lines of operations, TL’s are the closest with guests and the most accessible point of contact to the team. They focus on delivering 6-star experiences for our guests, making sure 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. Our TL's are not only experience coordinators but also represent the joyful face of our company. They are customer service experts and are responsible for creating clear lines of communication for our customers. Team Leads bring a positive spirit and radiate a welcoming presence to anyone who walks through our doors. The Team Lead will own these main areas:
(1) Total Guest Service (2) Day-to-Day & Events & Coordination (3) Game Master and new hire training Responsibilities include, but are not limited to:

• Ownership over guest communication (phone calls, emails, review responses etc)
• 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 / recording inventory,
• General guest service i.e. answering questions, making bookings through phone calls or walk-ins, planning and hosting birthday parties or corporate events, handling email correspondence etc.
• Problem-solving issues efficiently
• Maintaining the cleanliness / organization of the front lobby and work space.

Key Qualifications:

• 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
• Has strong attention to detail
• Punctual and responsible
• Possesses a team player mentality
• Works well in a fast-paced environment
• Comfortable with responding to & receiving business calls/bookings
• Ability to problem-solve effectively
• Basic knowledge and understanding of computers
• Able to learn and work our booking software
• Willing to grow and learn in various roles outside of immediate position
• Available to work weekends & evenings
• Available to work a minimum of 32 hours per week
• Must be 18 years of age or older