The posting
Machine Operations, Guest Experience & Safety
Are you attentive, patient, and passionate about delivering excellent guest experiences? Our clientis seeking a Machine Operator to help guests enjoy its games and attractions safely and smoothly.
The role involves welcoming guests, explaining how assigned games work, operating and monitoring machines, assisting guests during play, and reporting faults or incidents promptly.
Key Duties & Responsibilities
Guest Service & Gameplay
- Welcome guests warmly and direct them to the appropriate games or team members.
- Explain game rules, session duration, controls, age or participation requirements, and relevant safety instructions before play begins.
- Help guests get started, particularly first-time players and children, while adapting explanations to each guest’s needs.
- Monitor gameplay and provide assistance without unnecessarily interrupting the experience.
- Manage the order of guests waiting to play and communicate expected wait times clearly.
- Handle routine guest questions and concerns professionally, escalating complaints or unusual requests to a supervisor.
- Suggest other suitable games or experiences when appropriate, without pressuring guests to spend.
Machine Operation & Safety
- Prepare assigned machines and play areas before guests arrive, following the company's operating procedures.
- Operate machines correctly, start and end sessions on time, and complete the required reset between guests.
- Check that equipment, controls, screens, headsets, and surrounding play areas are clean and ready for use.
- Enforce the rules and safety instructions for each attraction, including stopping a session when a safety concern arises.
- Watch for equipment faults, unusual performance, damage, or unsafe guest behaviour. Stop using affected equipment and inform the supervisor immediately.
- Do not attempt repairs or override technical or safety controls without authorisation.
- Record machine faults, interruptions, and incidents in the approved log, including the time, machine, and action taken.
- Support routine cleaning and care of assigned equipment using approved methods.
Teamwork & Reporting
- Coordinate with the Front Desk, customer service team, other operators, and supervisors on guest flow, bookings, and machine availability.
- Give clear handover notes at the end of a shift, including outstanding guest issues, equipment status, and any incidents.
- Assist with opening and closing checks for assigned machines and activity areas.
- Follow company procedures on attendance, appearance, customer service, confidentiality, and use of company property.
Ideal Candidate Profile
- Minimum of a National Diploma (ND) or equivalent qualification.
- Basic computer literacy and confidence learning to use gaming equipment and operating systems.
- Clear verbal communication and a friendly, professional manner.
- Patience when guiding guests of different ages and levels of experience.
- Ability to remain attentive, calm, and helpful during busy periods.
- Good judgement on when to pause gameplay and escalate a safety or technical issue.
- Reliability, punctuality, and willingness to work the assigned schedule within the operating hours.
- Previous customer service, entertainment, leisure, hospitality, or machine operation experience is an advantage.
Skills & Competencies
- Guest service and communication.
- Machine operation and equipment monitoring.
- Attention to detail and safety awareness.
- Patience and adaptability when assisting guests.
- Problem-solving and sound judgement.
- Ability to remain calm and attentive during busy periods.
- Teamwork and coordination.
- Reliability, punctuality, and professionalism.
- Accurate incident recording and shift handovers.
- Willingness to learn operating procedures and follow safety instructions.
About Urehgab
Urehgab is more than a recruitment agency, we are a growth partner for innovative teams across Africa. We specialize in building high-performing sales, marketing, and operations teams for industries like tech, manufacturing, hospitality, education, and financial services. From executive search to strategic hiring campaigns, we help our clients hire smart and grow fast.
