customer service representative

customer support coordinator

retail sales associate

Ghost City Tours

I started working for Ghost City in 2020. In less than 2 years, I have had 5 different personnel managers, and apparently a cabal of managers on top of that with whom I've had no interactions. I have also seen around a dozen new hires get cycled in and out in the span of a few months, leaving the only consistency in the handful of guides that have stuck around for more than a year. I understand that hiring anyone is difficult right now, but the throughput of employees is telling. 

Leadership initiatives to improve processes are abandoned in the span of weeks -- something I attribute to the frequent exchanging of management. The tours were developed by people that essentially visited once, and took no consideration for logistics of moving people, requiring the guides to take matters into their own hands. Further, the tours are falsely advertised based on the scripts that are provided to trainees. Incelement weather policy doesn't exist, which has put guides and guests at unnecessary risk. And I can only imagine leadership is the one to blame for baffling decisions made by customer service staff who try to be helpful but have tied hands due to inane policy.

The company has been expanding to both new markets and include new types of tours -- a horrible decision considering how broken the infrastructure already is. Multiple cities have these issues, and it doesn't show any sign of stopping. I have made suggestions at different points of my tenure with them, but have since stopped since nobody takes anything into account. And in some cases management/leadership has implemented the OPPOSITE of suggestions, making these processes more difficult for those of us with boots on the ground.

The job itself is quite fun if you've got the nerve and personality for it. Tips run the gamut from $100+ for a single tour all the way to absolutely nothing, so they do not serve as a significantly reliable source of income night-to-night. 

I am grateful for the opportunity to do this fun job, however, there have been so many problems with the company that need to be addressed and considered as they continue to recruit new employees and territories.

I am a Ghost Tour Guide & I love this job! It’s one of my favorite jobs I’ve ever had. You communicate on SLACK, get your schedule through PEEK PRO and paid through RIPPLING. You tell them which nights you are able to work (nights ‘cause, ghosts.) You are paid a $50 flat rate for you 1.5 hour tour + you keep 100% of your tips! I get mostly $20 tips but I also put in some of my own time (perfecting the tour to fit my personality) and money (on some spooky vibe clothing) into it to make it that much more special. It’s not a humongous company so it still feels like the management cares about you for the most part. My training process was thorough and lasted TEN DAYS (yes, 10 days, straight! But it was also paid!) My only complaint is I was promised 20 hours  a week, and back when I tried to work a bunch, I only got a MAX of 10.5.. still love my job though. Been with them for about a year. 

I worked here twice.  You go online and report your completed tours to get paid. Sounds simple, but they often paid for only part of your work.  When you would point this out they would tell you they'd  pay you NEXT week...so I was always chasing my money.
They also played favorites..there were young guys, not very experienced in giving tours who would get drunk while working..they would "reprimand " them and then give them a full schedule while myself and a couple of other more experienced and responsible Tour Guides would not be given enough hours.  They also hire too many guides "just in case they get reservations" which meant we were often in  " Stand By mode"...which means you cant make any plans  and you have to  be ready to  give a tour...even if you will likely end up not working..There is no pay for that., only a loss of my time.  
 I've been a Tour Guide for 10 years...this was the worst tour company I've ever dealt with.

The company was clearly about growing and making money with zero thought or care fpr any of its field employees.   Upon making suggestions  and giving feedback from patrons -as someone who was on the ground in the state where Tours were taking place  (none of the company admin or management is closer than 500 miles from job location - I was brushed off as too much for them and “not happy” in the job.  Well - at this point I realized things would never get better and they’d never care about the employees ir bettering situations for employees or patron experiences - so i gladly moved on.

A typical day would be spent watching the group texts to see if any guests signed up for a tour. In the morning I might have no one but then by 6 pm I might have 15 people- and in this lies the problem. Whether I have 2 people or 20 people I still make the 50$ a tour. This is unfair because 20 people are so much harder to deal with. Almost no one tips the tour guides and therefore that shouldnt even be mentioned as part of my pay. I have reported many issues to management and have recieved no acknowledgement of problems, much less a solution

What is the best part of working at the company?
The other guides. They are the heart and soul of that company.

What is the most stressful part about working at the company?
The idiocy of the upper management. They are completely detached from how things proceed in the Quarter. 
They offer no support. They are looking for first-time guides they can exploit.

What is the work environment and culture like at the company?
Poisonous. Again, the upper management is more concerned with appearances than the guides.
Amongst other tour companies, this company has an absolutely rotten reputation, which is well deserved.

What is a typical day like for you at the company?
Go in early, check my tour manifest, gather my folks, and do the tour.

What is the best part of working at the company?
The guests on the tours are the best part! 

What is the most stressful part about working at the company?
Management. The owner has fired pretty much every decent manager they had and now have managers that lie, degrade you, and make the company unbearable.

What is the work environment and culture like at the company?
You have to walk on your tiptoes to not set off one of the managers. 

What is a typical day like for you at the company?
Just 1-2 shifts so basically 2-4 hours of work

I’ve outlasted most of my supervisors. I never know who to reach out to specifically when I have an issue, just have to “@“ the whole channel in the communication app, or call the 800 number. 
Even outlasting my supervisors, I’ve gotten one raise.
No one in scheduling or marketing listens.
We offer tours before the sun sets, or sometimes get double booked. 

Thoroughly enjoy my position at Ghost City Tours. I get to foster relationships with guides all over the country, and mingle with individuals in my city to really understand the inner workings of their tours. Cheerleading and championing my guides achievements and helping others to be better is extremely rewarding. Management is all very creative and transparent, answering any question with the "how" and "why" to really understand the needs and methods. I feel very valued and part of the team, even working in a satellite office. 

What is the best part of working at the company?
Meeting cool people, customers that is. 

What is the most stressful part about working at the company?
Management sucks. They fire people like it’s a bodily function. 

What is the work environment and culture like at the company?
Environment is very toxic. People get thrown under the bus all the time. They change company policy on a dime without telling employees. 

What is a typical day like for you at the company?
Clean and restock store. Try and get as many tours booked as possible. Check in customers.

Top Job Titles	Average Salary
Customer service representative 4 salaries reported	$12.00 per hour
Customer support coordinator 2 salaries reported	$12.00 per hour
Retail sales associate 1 salary reported	$13.50 per hour

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