Guest Services and Marketing Operative – Part Time (Sun-Mon)

About the Role…

A Guest Services Operative’s role is to manage forms of communication with prospective guests for Birmingham and Warrington over the phone, through email, and via website help chat.

The perfect candidate will also have a good understanding of marketing, both traditional and through social media. The candidate will be given responsibility of the company’s social media pages in an effort to boost guest interaction online.

Key Responsibilities…

• Efficient and comprehensive understanding Clue HQ’s booking system along with an understanding of each site’s specific staffing practices and rotas.
• Ability to organise corporate bookings for each site ensuring that the correct amount of Games Hosts are available to run the event.
• A strong focus on securing sales with full payment over the phone.
• Good communication with Games Hosts (usually via our team messaging system) to ensure any last minute bookings are secured when possible.
• Monitoring of generic email enquiries, constructing informative responses that provide guests with ‘more than the necessary’ information.
• Ensuring all voicemails left out of hours are responded to within a maximum of 24 hours.
• Good communication with site managers regarding any relevant information.
• Good communication with other Guest Services Assistants to ensure all relevant information is passed on to the next day’s team member.
• Maintenance of an online live help chat
• Respond to incoming social media enquiries
• To provide assistance to franchises as and when necessary

Key Skills…

• Ability to work with IT to a good standard
• Ability to work with Microsoft Office to a good standard
• Have a good typing speed, and communicate effectively
• Have an excellent phone manner
• Understand and deliver fantastic guest service

Requirements…

• Previous call handling work desirable but not essential
• Previous experience of marketing desirable, both through social media and traditional avenues

Rate of Pay…

The role of Guest Services and Marketing Operative a part-time, permanent role and is paid at £10.42 p/h. Expected hours per week: 15

Time to apply?

Applications can now be done online. You can also attach a CV.

Applications may close at any time once a suitable candidate has been found.

Ambassador & Games Host

About the Role…

A games host looks after our guests from the moment they arrive on site to when they have completed their game. You will observe their game through CCTV and help them throughout with hints and additional clues. We are looking for someone who can help bring the story of each of our games to life. You will need to be confident and comfortable speaking and presenting to small groups of people. Although this is not a ‘performance’ role, explaining the rules, story and what to do will have theatrical elements to them. The candidates will need to work well on their own initiative and be available at relatively short notice. A good understanding of technology, in particular computer use, is crucial. Due to the late finishing times, having your own transport will be a bonus. Candidates should be comfortable talking/presenting to groups of up to 30 people.

Key Responsibilities…

• Welcoming guests to Clue HQ, ensuring every guest receives a truly unique experience
• Briefing guests on our rules whilst inside the game in an entertaining manner (slightly theatrical)
• Observing the guests through the use of CCTV for the 60 minute game and communicating on 2 way radio
• Responding to online and phone bookings
• Responding to guest enquiries via e-mail
• Taking photographs after the game has ended
• ‘Resetting’ games and ensuring all props are in the correct place

Rate of Pay…

The role of Games Host is a part time position paid at £8.50 p/h

Time to apply?

Applications can now be done online. You can also attach a CV.

Applications may close at any time once a suitable candidate has been found.

Operations Manager – Warrington & Manchester

About the Role…

Clue HQ is one of the biggest escape game brands within the UK. This role is located at our Clue HQ Warrington & Manchester location. Clue HQ is expanding rapidly, and the new Operations Manager would play a key part in the expansion, which would include being hands-on with new game designs as well as managing the day to day operations of the site.

We strive to be the best in the business and are constantly looking at ways in which to improve our operations and heighten guest satisfaction levels, from analysing our welcoming speeches to adding new and exciting puzzles to already existing games.

The role will be responsible for looking after up to 20-30 team members at any one time, with the assistance of on-site Ambassadors. The Operations Manager’s position is to ensure the site continues to evolve and that our high standards are continually met. These KPIs also form part of regular and varied incentive schemes.

Clue HQ is a micro-management-free-zone! It would be expected for the manager of the site to distribute their time efficiently between the day to day operation and paperwork, to the maintenance of the games, to the exciting new and top secret projects.

Liaising with outside organisations from the not-so-thrilling council to the interesting graffiti artists – the position never has 2 days the same.

It is a high-pressure position, with guests arriving every couple of hours. However we try to have a relaxed atmosphere and create a great working environment for the team.

Our busiest times are in the evenings and weekends. It would be expected for the Operations Manager to be on site during these periods.

Clue HQ are on the hunt for a stand out individual up for the daily challenging of managing of our busiest locations. The right candidate should be confident and well presented in front of our fantastic guests. Previous experience in leading a team is an advantage. No previous escape game knowledge is required, but would be a bonus. Although not a ‘performance’ role, candidates should be more than happy talking and presenting to groups of up to 30 people.

Key Responsibilities…

• Managing recruitment to ensure full availability at all times
• Driving the team to induce social media interaction
• Day to day managing of the site, including maintenance of the games
• Running games on occasions when required
• Answering emails, phone calls, social media enquiries, and managing bookings
• Investigating new possible sales leads and ways in which we could advance or grow the location
• Working to budgets, and completing payroll when necessary
• Ensuring the site complies to all health and safety objectives including fire safety checks and building regulations
• Create and maintain a fantastic working environment for our team
• Complete staff rotas and ensure it is communicated effectively
• Co-ordinate with staff and other site management teams via the team online messenger
• Ensure the high standards of site cleanliness are upheld at all times
• Actively communicate with potential corporate market clients
• Complete daily site and safety checks
• Induct new team members and ensure training documentation is fully completed
• Carry out training with new team members to the standard setup in training manuals
• Schedule and complete staff appraisals
• Liaise with outside organisations such as sign companies, councils, utilities, when necessary
• To lead and manage the Guest Services team as part of the Warrington & Manchester teams
• Communicate daily with the Managing Director
• Managing budgets
• Sales driven and abilities of analysing methods to hit targets
• Being able to adapt to a flexible working week
• Fantastic guest service and understanding of a great experience
• Time and resource management
• Attention to detail
• Handyman skills to assist when maintaining games
• Ability to work with IT (limited knowledge acceptable)
• The ability to problem solve in high pressure situations
• Working with other business and organisations
• Project management experience
• Great interpersonal skills with good ability to communicate effectively

Requirements…

We are looking for someone with at least 1 year’s Management experience, and 1 year’s experience working in the leisure industry, directly with the general public.

Rate of Pay…

The role of Operations Manager requires 42 hours per week, with a salary of £20,000.

Time to apply?

Applications can now be done online. You can also attach a CV.

Applications may close at any time once a suitable candidate has been found.

Guest Services Operative – Full Time (Mon-Fri)

About the Role…

A Guest Services Operative’s role is to manage forms of communication with prospective guests for Birmingham and Warrington over the phone, through email, and via website help chat.

Key Responsibilities…

• Efficient and comprehensive understanding Clue HQ’s booking system along with an understanding of each site’s specific staffing practices and rotas.
• Ability to organise corporate bookings for each site ensuring that the correct amount of Games Hosts are available to run the event.
• A strong focus on securing sales with full payment over the phone.
• Good communication with Games Hosts (usually via our team messaging system) to ensure any last minute bookings are secured when possible.
• Monitoring of generic email enquiries, constructing informative responses that provide guests with ‘more than the necessary’ information.
• Ensuring all voicemails left out of hours are responded to within a maximum of 24 hours.
• Good communication with site managers regarding any relevant information.
• Good communication with other Guest Services Assistants to ensure all relevant information is passed on to the next day’s team member.
• Maintenance of an online live help chat
• Respond to incoming social media enquiries
• To provide assistance to franchises as and when necessary

Key Skills…

• Ability to work with IT to a good standard
• Ability to work with Microsoft Office to a good standard
• Have a good typing speed, and communicate effectively
• Have an excellent phone manner
• Understand and deliver fantastic guest service

Requirements…

• Previous call handling work desirable but not essential

Rate of Pay…

The role of Guest Services Operative is paid at £8.70 p/h (16-20), £9.38 (21-22) £9.70 (23+) , full time (37.5 hours per week).

The working hours are 10am-6pm

Time to apply?

Applications can now be done online. You can also attach a CV.

Applications may close at any time once a suitable candidate has been found.