Guest Relations Coordinator

Location: Chicago or Atlanta Reporting to: Senior Sales System Manager

Position Overview Exceptional Service, Every Time As a Guest Relations Coordinator, you'll be the first point of contact for our guests, delivering outstanding service through expert communication and coordination. From managing reservations and responding to inquiries to supporting key sales initiatives, your work ensures each guest's experience begins with clarity, excitement, and confidence Setting the Standard You'll work across departments to ensure consistent, high-quality messaging and smooth internal communication, all while driving revenue through efficient systems and smart guest solutions. With your attention to detail and warm, proactive support, you'll help make every guest's journey memorable from the first interaction to the final farewell. Key Areas of Responsibility Guest Communication & Booking Management Manage guest interactions via phone, email, and in-person with professionalism and positivity. Use booking systems to optimize reservations, manage the grid, and identify revenue opportunities. Handle reservation changes, cancellations, and refund requests according to company policy. Maintain consistent brand messaging across all communication channels. Sales Support & Revenue Generation Assist with administrative tasks such as lead capturing, account management, and financial audits. Proactively identify upselling opportunities to maximize revenue. Support marketing and sales campaigns by communicating promotions, events, and offerings to guests. Partner with Sales, Operations, and Marketing to align on messaging and elevate the guest experience. Operational Support & Team Collaboration Collaborate with cross-functional teams to ensure seamless handoff of guest details and expectations. Distribute key information to relevant departments in a timely and organized manner. Assist in managing online guest reviews and executing recovery strategies as needed. Guest Experience Excellence Exceed guest satisfaction KPIs by setting clear expectations and offering personalized support. Uphold the F1 Arcade brand by delivering polished, enthusiastic, and empathetic service. Skills Required Experience: 1+ years in a guest-facing, administrative, or sales support role (preferably in hospitality or entertainment). Communication: Exceptional written and verbal communication skills, with a strong emphasis on active listening and clear, timely follow-up. Bilingual Spanish proficiency is a plus. Detail-Oriented: Highly organized with a strong ability to prioritize, multitask, and maintain accuracy under pressure. Collaborative: Comfortable working with multiple departments; team-focused with a solutions-first mindset. Guest-Focused: Passion for hospitality and a desire to go above and beyond to create positive experiences. Tech-Savvy: Proficient in reservation systems, email platforms, and basic office software. Calm Under Pressure: Able to handle confidential conversations and challenging situations with professionalism and care. Ability to consistently demonstrate F1 Arcade Core Values. Pursuit of Excellence Positive Energy Integrity Team Spirit

Basic Physical Requirements When working at an F1 Arcade venue, Team Members must be able to perform the duties of that venue. The team member will frequently sit for short periods of time, talk via Cloud Based video conferencing and the phone often, and hear and manipulate objects constantly. Additional requirements will include lifting up to 10 (ten) pounds constantly and up to 50 (fifty) pounds as required. Lifting from floor to shoulder constantly and overhead infrequently. Twisting and reaching frequently. Grasping objects to move or manipulate constantly. Working in hot then cold environments for extended periods of time. May inadvertently bump into team members in a relatively small work area. Will stand and walk for extended periods of time. Frequent hand washing and sanitation is required. Ability to use knives, slicing equipment, and other food preparation equipment. Team Member must be able to communicate with Guests and other Team Members and manipulate handheld and desktop devices.

F1 Arcade is an equal opportunity employer. All applicants will be considered for employment without attention to race color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.