The Epicenter Guest Services Representative

## Description

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| **JOB TITLE:** | The Epicenter Guest Services Representative | **BACKGROUND:** | Minor Safety |

| **DEPARTMENT:** | The Epicenter | **FLSA STATUS:** | Non-Exempt |

| **REPORTS TO:** | The Epicenter Guest Services Supervisor | **APPROVED ON:** | TC: 02/19/26 |

| **SALARY RANGE:** | $17.50/hrly to $19.50/hrly | | |

***Tribal Preference will be given in accordance with BRBRR Act Relating to Employment***

**POSITION SUMMARY:** Responsible for ensuring a positive and enjoyable experience for guests in the following zones (but not limited to): arcades, laser tag, movie theatre, jump zone and bowling areas of The Epicenter. This position involves providing exceptional customer service, assisting guests with game play, monitoring equipment, and maintaining a safe and organized environment.

**E****S****S****E****NTIAL DUTIES AND RESPONSIBILITIES** include the following

• Welcome guests to The Epicenter and provide a friendly and enthusiastic introduction to the available games and activities.
• Assist guests with purchasing movies, jump zone, arcade cards, laser tag sessions, and bowling lanes, and explain the rules and procedures for each activity.
• Provide guidance and instructions to guests on how to operate arcade machines, laser tag equipment, jump zones and bowling lanes.
• Team Members will work cross functionally as an Usher, Box Office or Concessionist for the movie theaters.
• Shall operate movie theatre projection booth to include but not limited to: start projectors and open shutters to project images onto screens, operate equipment to show films in a number of theaters simultaneously, monitor operations to ensure that standards for sound and image projection quality are met, set up and adjust picture projectors and screens to achieve proper size, illumination, and focus of images, and proper volume and tone of sound. Monitor operations to ensure that standards for sound and image projection quality are met.
• Ensure the proper functioning of arcade machines, laser tag systems, bowling equipment, and other related equipment and promptly addressing any technical issues or malfunctions.
• Monitor guest behavior and enforce safety rules to ensure a secure and enjoyable environment for all visitors.
• Maintain the cleanliness and organization of all areas, including keeping the floors, machines, and equipment clean and free from debris, bussing tables to include taking away trash and empty food containers, and performing an hourly cleaning of each area to include sweeping vacuuming.
• Assist with setting up and organizing parties and events, including preparing party areas, coordinating game play, and ensuring a seamless experience for guests.
• Address guest inquiries, concerns, and complaints in a courteous and efficient manner, striving to exceed their expectations.
• Promote specials, promotions, and upcoming events to guests, encouraging them to explore different activities and options.
• Process transactions accurately using the point-of-sale (POS) system and handle cash and credit card payments.
• Collaborate with other team members, supervisors, and departments to ensure a cohesive and smooth operation.
• Participate in ongoing training sessions to stay updated on game offerings, promotions, and safety protocols.
• Work closely/mentor the Epicenter Guest Services Representatives (Youth Workers).
• Cross train in other Epicenter roles to provide back up as needed.
• Other duties as assigned.

**AUTHORITY/S****UPERVISORY RESPONSIBILITIES**: This position does not have supervisory responsibilities.

## Qualifications

**Q****U****A****LIFICATIONS**: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Please be advised that all prospective employees of The Epicenter are required to undergo background checks and receive clearances from both the FBI and the Department of Justice before they can work with children. Persons with convictions of serious misdemeanors and felonies will not be cleared and may not be hired.

**E****DUCATION/EXPERIENCE**

• Must be eighteen (18) years of age.
• Must have High School diploma or GED
• Must have one (1) year of customer service experience in related industry.

**CERTIFICATES, LICENSES, REGISTRATIONS**

• Must provide or obtain a Food Handlers certification upon hire and maintain during employment.
• Must provide or obtain the Responsible Beverage Service (RBS) certification and maintain during employment.
• Must provide or obtain CPR & First Aide certification within three (3) months of hire.

**COMPUTER OPERATIONS**

• Basic personal computer skills.
• Ability to work a Point of Sale (POS) and cashier system.

**L****A****NGUAGE SKILLS**