Description

Position Summary

The Guest Experience Agent (Front Desk) at Spy Ninjas HQ is the first point of contact for guests and plays a critical role in delivering a welcoming, organized, and high-energy experience. This role is responsible for front desk operations, guest check-in, retail transactions, and supporting party experiences. You ensure every guest interaction is smooth, engaging, and leaves a lasting positive impression.

Primary Duties and Responsibilities

Guest Experience & Engagement

• Greet and engage all guests with energy, professionalism, and enthusiasm 
• Check guests in, verify waivers, and provide clear information about their visit 
• Answer questions, provide directions, and assist with guest needs in real time 
• Support party experiences and ensure celebrations run smoothly and on schedule 
• Create a fun, welcoming environment while maintaining organization and flow 

Sales & Retail Operations

• Process transactions accurately at the front desk and redemption areas 
• Recommend attractions, upgrades, and merchandise to enhance the guest experience 
• Scan, handle, and complete all retail purchases efficiently 
• Maintain clean, organized, and fully stocked retail displays 
• Support upselling initiatives through product knowledge and engagement 

Operations & Communication

• Assist with bookings, phone inquiries, and guest scheduling support 
• Manage guest flow, wait times, and communicate delays clearly and professionally 
• Complete incident reports and document situations accurately when needed 
• Perform opening, mid-shift, and closing duties to ensure operational readiness 
• Maintain cleanliness and organization of front desk, lobby, and party areas 
• Participate in team trainings and meetings as required 

Requirements

Qualifications for Success

• 18 years of age or older 
• High school diploma or equivalent required 
• Strong communication and interpersonal skills 
• Friendly, professional, and team-oriented mindset 
• Ability to lead small groups or provide clear party instructions 
• Basic computer, POS, and tablet proficiency 
• Ability to multitask and stay composed in fast-paced environments 
• Customer service experience preferred 
• Must pass a background check 
• Sheriff’s Card 

Physical Demands

• Ability to stand and walk for extended periods 
• Frequent movement throughout the facility, including stairs 
• Ability to lift up to 40 lbs 
• Ability to clean and reset guest-facing areas (including light janitorial tasks) 
• Ability to communicate clearly both verbally and in writing 

Work Environment

• High-energy, fast-paced environment with elevated noise levels 
• Indoor and occasional outdoor guest interaction 
• Exposure to varying conditions when assisting guests outside 
• Adherence to safety and infection control procedures