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Entertainment Keyholder

WHO WE ARE


Level99 is a real-world gaming venue designed for adults, featuring over 50 mental and physical challenges in artistic environments. Games range from ninja warrior obstacle course style challenges to mental logic puzzles, and everything in between. Each challenge is quick—just 1 to 4 minutes—and Players can do the same room over and over again, or they can move on to something new. Like a video game, Players earn rewards, climb the leaderboard, and make progress – each time a Player comes back, the game remembers where they left off.  


Alongside the games, Level99 offers a full-service bar and award-winning restaurant – featuring scratch-cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level99 has locations in Natick, MA, Providence, RI, and is opening in Tysons, VA, West Hartford, CT, and Disney Springs, FL. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering. Visit www.level99.com for more details. 


JOB DESCRIPTION


The Entertainment Keyholder is a junior level manager at Level99 responsible for all facets of entertainment operations, dedicated to delivering a positive, authentic, and inspiring environment for both Players and team members.  The Keyholder works side by side with the entertainment and technical teams to drive overall venue quality, standards and performance.  This is a “working” position and requires the Keyholder to be able to fill any position on the entertainment side of the business when needed as well as act as MOD of the entertainment side of the business when required.  The Keyholder is passionate about meeting guest needs before being asked, and advancing the Level99 brand.  A successful Keyholder will be a strong leader of people, a relatable coach, and a guest advocate.  A Level99 Keyholder has honesty and personal integrity, choosing humility over the need to “be right.”


RESPONSIBILITIES
  • Demonstrates responsibility and support for the upkeep, maintenance, cleanliness, and operations of the entertainment side of the venue.
  • Prioritizes guest experience, by bringing wise and timely suggestions to the Entertainment team.
  • Models authentic, warm, approachable, and humble interpersonal interactions and instills best-in-class service thinking in the team.  Anticipates and meets Player needs before being asked.
  • Continuously upholds Level99 brand and visual standards across all parts of the business, including product, experience, display standards, as well as environmental cleanliness and organization.
  • Leads team members through effective and efficient operational execution, including shift tasks, POS functions, hands-on guest service, and proper facilities upkeep.
  • Ensures guest safety within the venue, inclusive of entertainment safety, continuously monitoring and addressing any foreseeable risks to guest’s health and welfare, as well as driving immediate resolution to any deviation from standard 
  • Ensures continuous compliance with all relevant federal/state laws, insurance requirements, Landlord regulations, and company policies.
  • Assists with all entertainment focused change management activities, ensuring effective and accurate communication of new product, service, and operational information and skillfully guiding the team to optimal performance.
  • Assists with ensuring that entertainment labor and controllable costs stay consistently within guidelines set by the company.
  • Executes venue opening and closing according to best practice.  Demonstrates excellent cash handling skills.
  • Takes initiative, seeing what needs to be done and working with the Entertainment Operations Manager to accomplish goals, in continual pursuit of improvement of our guest experience and venue performance.
  • Other duties, as assigned.


MUST-HAVE SKILLS
  • Ability to work well under pressure in a fast paced, ever changing work environment
  • Strong verbal and written communication skills
  • Highly organized with strong attention to detail
  • High integrity and professionalism
  • High School education or equivalent  
  • Understands, utilizes and embraces new technology and its implementation into our operation, with specific knowledge in, but not limited to, Microsoft Office
  • Ability to work a flexible schedule based on business needs which will include days, nights, weekends and holidays as well as emergency responsiveness as required.
  • Able to work eight hour-plus shifts, plus ability to stand, sit, squat or walk for extended periods of time, walk up and down stairs.
  • Able to grasp, reach overhead, push, lift and carry up to 50 pounds.
  • A positive, joyful, upbeat and energetic attitude – leading by example


OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE
  • Minimum 1 year experience working as a leader of people in a high-volume entertainment and/or food & beverage business
  • Minimum 1 year experience as a keyholder in a previous position
  • Relevant Education: B.S. in Hospitality Management, or other related degree 
  • CPR/AED/First Aid Certified


While we don’t expect a candidate to have deep experience in all of the above, we’re looking for someone with the passion and capability to learn quickly in the areas that are new!


YOU MIGHT BE A FIT ON THE LEVEL99 TEAM IF YOU…


• Like to laugh, would be described as a "low maintenance, low drama" person, have a tendency to have a bit of fun while you work

• Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job

• Are just a little bit obsessive about getting the details right the first time

• Have a high energy personality, the kind of person who is typically smiling, and likes to "get it done now"

Average salary estimate

$47500 / YEARLY (est.)
min
max
$40000K
$55000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Entertainment Keyholder, Level99 Entertainment

Join the dynamic team at Level99 as an Entertainment Keyholder in Natick, MA, where your leadership and enthusiasm will help create unforgettable experiences for our Players! As a vital member of our management team, you’ll be responsible for maintaining a fun, safe, and inspiring gaming environment. Imagine working side by side with our talented entertainment and technical teams to elevate our venue’s overall quality and performance! In this hands-on role, you’ll be actively involved in all aspects of entertainment operations, anticipating guest needs before they even ask. You’ll lead by example, fostering a culture of warmth and authenticity while ensuring our cleanliness and quality standards are consistently met. The role is about more than just supervising; you’ll take charge as the Manager On Duty when necessary, empowering your team to execute their tasks effectively. You’ll apply your strong organizational skills and attention to detail to drive operational excellence while creatively solving any arising challenges. Your passion for guest experience and commitment to the Level99 brand will shine through, making every visit memorable for our Players. Whether you’re leading a shift, executing changes, or engaging with guests, your upbeat attitude will inspire everyone around you. If you’re ready to step into a role where fun meets professionalism, and you want to help shape the future of entertainment at Level99, we would love to have you on board!

Frequently Asked Questions (FAQs) for Entertainment Keyholder Role at Level99 Entertainment
What responsibilities does an Entertainment Keyholder at Level99 in Natick, MA have?

As an Entertainment Keyholder at Level99 in Natick, MA, your core responsibilities include overseeing entertainment operations, ensuring venue cleanliness, maintaining safety standards, and driving a positive guest experience. You’ll also manage team members by leading effective operational execution while anticipating Player needs and enhancing guest satisfaction throughout the entertainment activities.

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What qualifications are required for the Entertainment Keyholder position at Level99?

To qualify for the Entertainment Keyholder position at Level99, candidates should possess strong verbal and written communication skills, a high school diploma or equivalent, and preferably a year of leadership experience in high-volume entertainment or food and beverage settings. Familiarity with technology, particularly Microsoft Office, is also important for effective operations.

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How does Level99's Entertainment Keyholder support guest experience?

The Entertainment Keyholder at Level99 plays a crucial role in supporting guest experience by modeling exemplary service, actively engaging with Players, and addressing their needs before being asked. You will also work with your team to ensure that all entertainment offerings meet the high standards of guest safety and satisfaction, which is at the heart of Level99's brand.

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What kind of work environment can an Entertainment Keyholder expect at Level99?

An Entertainment Keyholder can expect a fast-paced, fun, and ever-evolving work environment at Level99. The role is highly interactive, requiring a blend of leadership and hands-on skills to facilitate exceptional guest experiences in a lively atmosphere. Flexibility and a positive attitude are key, as you and your team will create memorable moments for our Players while embracing challenges on the floor.

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What skills are essential for an Entertainment Keyholder at Level99?

Essential skills for an Entertainment Keyholder at Level99 include strong communication and organizational abilities, attention to detail, high integrity, and professionalism. An upbeat, energetic personality that thrives in a team-oriented, customer-centric environment will enhance not just your own experience but that of everyone around you as well.

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Common Interview Questions for Entertainment Keyholder
What experiences have prepared you for the Entertainment Keyholder position?

In answering this question, focus on relevant leadership roles you've held in fast-paced environments, especially in entertainment or hospitality. Highlight specific challenges you've overcome or how you've contributed to team success to demonstrate your readiness for the Keyholder role at Level99.

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How would you handle a difficult guest situation at Level99?

In this response, emphasize your customer service skills and your ability to stay calm under pressure. Describe a similar experience if you have one, detailing how you listened to the guest's concerns and worked toward a solution that demonstrated the Level99 commitment to an excellent guest experience.

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What does excellent guest service mean to you?

Discuss how excellent guest service involves anticipating needs, actively listening, and creating memorable experiences for visitors. Incorporate how you embody these principles in everyday interactions at Level99, showing a true dedication to fostering a welcoming environment.

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How would you motivate your team during a busy shift?

Explain your strategies for motivation, such as recognizing individual efforts, maintaining a positive atmosphere, and using effective communication to keep everyone focused on providing great service. Personal anecdotes about your leadership style can strengthen your answer.

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Can you describe a time you successfully managed a team?

Provide an example that showcases your leadership style and results. Discuss how you guided your team through a busy period or a special event, detailing the steps you took to ensure smooth operations and positive outcomes for both the team and guests.

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What do you think is the most important quality for an Entertainment Keyholder?

Focus on qualities such as integrity, adaptability, and a passion for guest service. Relate this back to your understanding of Level99's unique environment, emphasizing how these qualities contribute to a fantastic guest experience.

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How do you ensure compliance with safety standards within a venue?

Discuss your proactive approach to monitoring safety protocols and addressing risks as they arise. Use examples from previous roles where you implemented safety measures, ensuring guests had a secure and enjoyable time at the venue.

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What strategies would you use to improve the guest experience at Level99?

Introduce ideas based on your observation skills, such as gathering guest feedback, analyzing service interactions, and coaching team members to provide exceptional service. Emphasize your commitment to continuously improving the player experience.

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How comfortable are you with using technology in your work?

Your answer should reflect a positive attitude toward technology, perhaps citing specific tools you're familiar with. Mention how you believe embracing technology enhances operational efficiency and guest satisfaction at Level99.

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What interests you most about working at Level99?

Highlight aspects of Level99 that align with your values, such as the emphasis on unique guest experiences and the energetic environment. Share your enthusiasm for being part of a team that is passionate about creating fun and engaging entertainment opportunities.

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Level99 is a first-of-its-kind entertainment venue in Natick MA, which opened in June 2021. A massive World of Challenges, over 48,000 square feet in size, Level99 offers a physical open-world game environment where groups of 2-6 guests choose fro...

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Full-time, on-site
DATE POSTED
April 8, 2025

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