Guest Experience Communication Lead
Not Disclosed•Part-TimeOn-site
location_onX Spot, Fussy Mama, Henderson, Clark County, Nevada, 89054, United States
About the Team
Original X Productions (OGX) operates worldwide location-based entertainment experiences, including The FRIENDS™ Experience and Hershey Super Sweet Adventure. Our mission is centered on the fans: we create happiness by delivering memorable, elevated experiences that guests will love. We are an equal opportunity employer committed to diversity and encourage people with disabilities and from diverse backgrounds to apply.
About the Role
We are seeking a part-time Guest Experience Communication Lead to support guest communication efforts for The FRIENDS™ Experience in Las Vegas. This role serves as a vital bridge between our guests and our leadership teams, ensuring a consistent and elevated experience across all OGX sites.
You will work closely with the Venue Manager and coordinate with leadership across the organization to maintain high standards of guest service. Your day-to-day involves managing guest-facing communication channels, primarily through platforms like Freshdesk, while assisting with operational coordination, reporting, and guest recovery initiatives. You will be the primary point of contact for special events inquiries and will play a key role in training support and refining communication templates to enhance our service culture.
Hiring Process
Interested candidates should submit their application through our official portal. The selection process typically involves a review of qualifications followed by an interview to assess communication skills and cultural fit.
Equal Opportunity
OGX is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Work location
Work model: On-site
X Spot, Fussy Mama, Henderson, Clark County, Nevada, 89054, United States
Henderson, Nevada
Key Responsibilities
- check_circleCoordinate and manage guest communication and email correspondence across OGX experiences
- check_circleRespond to guest inquiries, concerns, and escalations in a professional and timely manner
- check_circlePartner with Venue Managers to ensure consistency in communication standards and guest recovery processes
- check_circleEscalate guest concerns, operational issues, media inquiries, and VIP matters to appropriate teams
- check_circleSupport operational reporting and tracking related to guest trends and feedback
- check_circleCollaborate with site leadership to identify opportunities to improve the guest experience
- check_circleAssist with training support related to communication tools and service standards
- check_circleServe as the primary point of contact for special events inquiries and coordination
- check_circleCoordinate and support the setup and execution of special events and group experiences
- check_circleMaintain and update guest communication templates, SOPs, and workflows
Requirements
- verifiedAt least 2 years of experience in hospitality, guest services, operations, or customer support
- verifiedProficiency in Microsoft Office, Google Workspace, and guest communication platforms
- verifiedExperience using Freshdesk, Zendesk, or similar guest communication platforms preferred
Nice to Have
Experience handling guest communication and escalations. Experience in entertainment, attractions, live events, hospitality, or experiential environments. Experience using Freshdesk, Zendesk, or similar guest communication platforms.
