Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Black

Englewood

Summary

Dynamic Guest Experience Leader with a proven track record at Sandbox VR, excelling in guest relations management and team supervision. Enhanced customer satisfaction through exceptional communication and effective complaint handling, fostering loyalty and repeat visits. Skilled in operational efficiency, I consistently delivered memorable experiences in immersive environments.

Overview

2
2
years of professional experience

Work History

Guest Experience Leader

Sandbox VR
05.2025 - Current
  • Delivered exceptional guest service, ensuring memorable experiences in immersive virtual reality environments.
  • Assisted in managing daily operations, enhancing overall guest engagement and satisfaction levels.
  • Collaborated with team members to streamline processes, improving operational efficiency and response times.
  • Responded promptly to guest inquiries, resolving issues to maintain high service standards.
  • Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.
  • Enhanced guest satisfaction by attentively addressing their needs and promptly resolving any issues.
  • Maintained cleanliness and organization of the VR space, contributing to a positive atmosphere for guests.

Manager

ClueClock Escape
04.2024 - 01.2025
  • Managed daily operations to ensure smooth functioning of escape room experiences.
  • Coordinated team schedules to enhance staff efficiency and guest satisfaction.
  • Developed training materials for new employees to promote consistent service quality.
  • Implemented customer feedback mechanisms to identify areas for service improvement.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Assisted in marketing initiatives to attract new clientele and retain existing customers.
  • Oversaw inventory management and supply ordering to maintain operational readiness.

Game Master

Conundrum Escape Rooms
04.2023 - 04.2024
  • Facilitated immersive gameplay experiences for participants, ensuring engagement and enjoyment throughout sessions.
  • Developed and implemented game scenarios to enhance storytelling and player interaction.
  • Monitored game progress, providing real-time assistance to maintain smooth operations and address player needs.
  • Trained new staff on operational procedures and customer service standards for consistent guest experiences.
  • Gathered player feedback post-experience to identify areas for improvement in game design and execution.
  • Explained company policies, game rules and safety requirements.
  • Kept game and party rooms clean and neat for next guests.
  • Communicated clearly and on-time to share clues and direct game actions.
  • Watched guests closely to maintain current understanding of gameplay.
  • Boosted customer satisfaction by effectively addressing and resolving in-game issues and disputes.
  • Educated new players on game rules, mechanics, and strategies, enabling them to fully enjoy their gaming experience.
  • Nurtured a welcoming community atmosphere by organizing social events and moderating forums or chat channels responsibly.
  • Collaborated with other Game Masters to maintain consistent rule enforcement across all servers.

Education

Information Technology

Lawrence County Career And Technical Center
New Castle
06-2019

Skills

  • Guest experiences
  • Exceptional communication
  • Team supervision
  • Guest accommodations
  • Telephone etiquette
  • Guest relations management
  • Brand representation
  • Reservations management
  • Hospitality and service industry background
  • Data entry proficiency
  • Complaint handling
  • Team member development
  • Policy adherence
  • Teamwork

Timeline

Guest Experience Leader

Sandbox VR
05.2025 - Current

Manager

ClueClock Escape
04.2024 - 01.2025

Game Master

Conundrum Escape Rooms
04.2023 - 04.2024

Information Technology

Lawrence County Career And Technical Center

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Rachel Black