Guest Experience Specialist (Host) Position Available In Mecklenburg, North Carolina

Guest Experience Specialist (Host) Rally Pickleball Charlotte, NC Job Details Part-time | Full-time $13 an hour 1 day ago Benefits Employee discount Qualifications Hospitality Guest relations Multitasking Customer service Upselling High school diploma or GED Rally (agile software) POS Organizational skills Communication skills Entry level Interpersonal communication Full Job Description We’re hiring—and we’re glad you found us. If you’re into good vibes, pickleball, and helping people have the best time ever, we’ve got a role for you.

JOB DESCRIPTION

Guest Experience Specialist (Similar to Host)

REPORTS DIRECTLY TO

Venue Management

FLSA STATUS

Hourly, Non-Exempt Company Overview:

Rally Management, Inc is a leisure and entertainment company focused on bringing people together through pickleball, exceptional food and drink, and competitive socializing experiences. The Company offers a modern twist on the popular game of pickleball with innovative technology designed to keep players engaged, entertained, and excited to come back for more. Starting with its flagship location in Charlotte’s South End, Rally’s mission is to be a catalyst for connection in every community we enter and to be the nation’s premiere venue-based entertainment experience for active lifestyles.

The Position:

Guest Experience Specialist are responsible for welcoming guests to Rally and guiding them safely into and throughout the venue. As the guest’s first impression, they play a critical role in ensuring all guests experience Rally as a warm, welcoming, and fun-filled environment. This role involves more than greeting and seating guests—it includes managing guest flow, assisting with pickleball activities, supporting retail operations, and providing proactive customer service. The Guest Experience Specialist collaborates with multiple teams to ensure smooth operations across food and beverage, retail, and pickleball programming.

Team Commitment:

At Rally, we are committed to a culture of communication, integrity, and accountability at all levels of the organization. We expect every team member to contribute to open dialogues and to foster a culture of overcommunication, ensuring alignment and transparency across the organization. Every team member is expected to honor their commitments and follow through on their word.

Responsibilities and Duties:

Guest Experience & Customer Service Greet guests warmly with a smile and friendly attitude upon entry. Guide guests to seating and playing areas, explaining service protocols. Anticipate guest needs and provide proactive customer service. Assist guests with pickleball or service-related inquiries. Ensure a smooth hand-off of guests to the appropriate team member. Promote and upsell Rally offerings, such as court reservations, retail products, and food and beverage options. Process payments and handle point-of-sale (POS) transactions. Front Desk & Operations Maintain a clean, organized, and presentable front desk and lobby at all times. Answer phone calls promptly and courteously. Be an expert on Rally’s current programs and offerings. Follow waitlist management procedures and ensure all players are paid in advance for programs. Ensure seamless check-in for players, including waiver signing and payment collection. Retail & Inventory Support Assist with in-venue retail purchases, including apparel and merchandise. Organize retail merchandise according to company standards, including steaming apparel before display. Support retail and pickleball inventory management as needed. Pickleball Programming Support Assist the pickleball team in managing player flow and/or on-court support during select pickleball programming and activations. Learn and use Rally’s programming and court reservation platform. Collaborate with the pickleball team to ensure smooth operations and guest satisfaction. Collaboration & Teamwork Foster teamwork and maintain positive working relationships across departments. Collaborate with the bar, kitchen, and pickleball teams to deliver a seamless guest experience. Participate in cross-functional tasks, including creating marketing collateral for pickleball programs and food and beverage specials. Safety, Compliance & Procedures Follow all safety and sanitation guidelines to maintain a safe environment. Adhere to company policies, rules, and procedures outlined in the Associate Handbook. Participate in all required training and follow standard operating procedures (SOPs). Report and address safety or compliance issues as needed. Additional Responsibilities Perform other duties as assigned by management. To Be Successful in

This Role, You’ll:

Be passionate about exceeding guest expectations and delivering “surprise and delight” moments Have excellent communication and interpersonal skills in person and over the phone Have outstanding attention to detail Thrive in a fast-paced environment where you must think on your feet Demonstrate integrity, respect for others, and an appreciation for diversity Stop at nothing to ensure a memorable guest experience Successfully complete alcohol awareness training Flexibility to work varied shifts, including evenings, weekends, and holidays Ability to stand and walk for an entire shift and move safely through all venue areas, which may include stairs, uneven or slick surfaces

Minimum Requirements:

High school diploma or equivalent. Ability to operate point-of-sale (POS) systems with training. Strong interpersonal and communication skills. Ability to work flexible shifts, including evenings, weekends, and holidays. Capability to stand, walk, and navigate stairs for extended periods. Basic proficiency in navigating reservation or scheduling platforms (training will be provided). Desired Qualifications Previous experience in hospitality, retail, or guest-facing roles (1+ years preferred). Familiarity with pickleball or similar leisure activities is a plus but not required. Comfort with technology, including managing waitlist or reservation systems and phone-based customer service. Experience in upselling or promoting products/services. Demonstrated ability to thrive in a fast-paced, team-oriented environment.

Physical Requirements and Work Environment:

Physical Requirements Ability to stand and walk for extended periods during an entire shift. Ability to navigate safely across various venue areas, including stairs and uneven or slick surfaces. Capacity to lift and carry items weighing up to 20 pounds, such as retail merchandise or equipment, as needed. Proficiency in operating POS systems and performing tasks requiring manual dexterity. Work Environment Work is performed in a dynamic, fast-paced hospitality environment. Exposure to varied noise levels, including music and guest chatter, is common. Frequent interactions with guests and team members in both indoor and outdoor spaces. Evening, weekend, and/or holiday shifts are required to meet operational demands. To perform this job successfully, an individual must be able to satisfactorily perform the duties & responsibilities. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. The requirements above are representative of the experience, knowledge, skill, and ability required. While experience and hard skills are important, cultural fit is critical. We expect all members of our team to embrace the values that set Rally apart from our peers.

This means you demonstrate:

ASSUME POSITIVE INTENT.

We give each other the benefit of the doubt, prioritizing empathy and understanding over suspicion and defensiveness. This mindset creates a culture of trust and reduces unnecessary conflict.

FIRE IN THE BELLY.

We are problem-solvers and go-getters, fueled by passion, creativity, and grit. Those who live by this value are motivated from within, always ready to go the extra mile in their quest for excellence.

LONG-TERM THINKING.

We seek to build long-term relationships and recognize that this takes time, patience, and consistency. We don’t take shortcuts. Retention is a key metric of success with our team, our guests, and our partners.

ASK BOLD QUESTIONS.

We are curious and we seek to continuously grow, as individuals and as a company. We challenge the status quo and look to do better. Understanding the “why” is as important as nailing the “what.”

QUICK TO LAUGH.

We are serious about success, but not too serious. We believe in celebrating the small stuff, zany traditions, and the infectious spirit of camaraderie on-court and off.

EXPERIENCED OBSESSED.

We are committed to creating extraordinary experiences for our people. We take feedback seriously, and we go above and beyond to delight our people and our community in all that we do. Additionally, we expect all members of our team to embrace and demonstrate how our values come to life through our operating principles. SEE DO. We believe in addressing issues as we encounter them, operating with a sense of urgency and ownership in our daily actions. We jump in and get our hands dirty at every level of the organization.

WHAT GETS MEASURED, GETS DONE.

We are data-driven, we do our homework, and we make decisions backed by empirical evidence. We believe that tracking our performance against clear and measurable objectives ensures accountability, informs better decisions, and drives continuous improvement.

MAGIC MOMENTS.

We go the extra mile to foster authentic interactions and above-and-beyond service.

PRODUCTIVE DISAGREEMENT.

We believe that a great debate is how you get to a great decision. We encourage critical thinking and dissenting opinions that are grounded in evidence and logic, not ego, emotion, or personal agenda. Once a decision has been made, we align and commit to the course of action.

THE DETAILS MATTER.

We believe that exceptional hospitality lies in the details. We understand that every touchpoint of the guest experience – from the scent of our soap to the typeface on our menu- elicits an emotion and contributes to a greater whole. By ensuring consistent standards across all touchpoints great and small, we create an experience that’s greater than the sum of its parts.

Compensation Package Includes:

Hourly pay plus tips Venue perks including meal and pickleball discounts Discounts on apparel and merchandise Equal Opportunity Employer Statement Rally Management, Inc is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We encourage applications from individuals of all backgrounds and experiences.

Job Types:

Full-time, Part-time Pay:

$13.00 per hour

Benefits:

Employee discount

Shift:

Day shift Morning shift

Work Location:

In person