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Customer Service, Retail, Box Office

PLEASE NOTE: TERROR BEHIND THE WALLS IS SUSPENDED FOR 2020. We are not currently hiring for any positions.


Terror Behind the Walls (TBTW) is a nationally ranked attraction that prides itself not only on its entertainment value, but also on its exceptional customer service. Whether visitors are parking, buying tickets, entering the building, screaming in the haunted house, shopping for souvenirs, or enjoying private events, we want them to have a first-class experience.

We need friendly and energetic employees to make all of this possible!

Applicants for these positions must attend a group interview. Hiring managers will interview applicants to fill the positions listed below. Please read the descriptions that follow to decide which position best suits you.

Box Office
The Box Office team sell tickets, staffs our information booth and works in front of house positions assisting guests. These positions require a friendly, upbeat attitude and an ability to focus in a hectic environment. Cash handling experience is required for cashier positions. Box Office staff wear a TBTW uniform; they do not wear special FX makeup.

Retail Staff
Like the Box Office team, our retail staff spends a lot of time at the cash register. But this team also organizes and sells our line of TBTW merchandise. Members of this team do answer basic questions about Eastern State’s daytime programming and hand out brochures encouraging Halloween guests to return for a daytime prison tour. An interest in history is a plus. Customer service skills and cash handling experience are encouraged. Some computer skills/POS are required.  Retail staff wear a TBTW uniform; they do not wear special FX makeup.

Guest Services Staff
Guests Services Staff are positioned at checkpoints throughout the attraction, and in front of house spaces. Guests Services Staff help orient visitors, answer guests’ questions, scan tickets, collect waivers, and keep an eye out for situations that should be brought to the attention of security. But this team also assists scared guests by escorting them out of the attractions. This position requires a friendly, upbeat attitude and patience. Guests Services Staff wear a TBTW uniform; they do not wear special FX makeup.

Parking Lot Staff
This team shares some of the same responsibility as Guest Services Staff, but they work at the TBTW parking garage at the Philadelphia Zoo (3500 West Girard Ave).  This team does not work on-site at the penitentiary. In addition to orienting visitors and answering questions, this team hands out information sheets, collects parking vouchers, and assists guests in boarding and exiting the buses. They do not collect cash or direct the parking of cars. Excellent customer service skills are required. Parking Lot Attendants wear a TBTW uniform; they do not wear special FX makeup.

Line Staff
Our Line Staff help orient visitors when they arrive at the penitentiary. They work near the entrance of the building and the perimeter as well, guiding guests and groups through the entry process by helping them find the appropriate line, answering event questions, and providing exceptional customer service. This position requires energy and patience! Line Staff employees wear costume and special FX makeup every show night to enhance the look and feel of the experience. No acting experience required.

Line Beast
Line Beast are responsible for the control and flow of the show, while being the eyes and ears for the safety of guests and employees. Line Beasts are stationed at the entrance of each haunted attraction. This department is an operational base position with an acting twist! No acting experience is required. Line Beast employees wear costumes and special FX makeup every show night to enhance the look and feel of the experience.

Custodial Staff
Our Custodial Staff are in charge of keeping the site looking professional and clean. They operate outside of the haunted attractions, mostly focusing on the outdoor dining area and Speakeasy lounge. Custodial Staff must be able to lift 50 pounds and work independently. Examples of responsibilities include sweeping, breaking down cardboard boxes, routinely taking out garbage and recycling, and other duties as assigned. Custodial staff wear a TBTW uniform; they do not wear special FX makeup.

After Dark VIP Tour Tails
Our After Dark VIP Tour tails work closely with our team of expert tour guides, but they themselves do not lead tours. The After Dark VIP Tour tails follow behind each tour, assisting the tour guide by opening and closing gates, keeping guests safe, monitoring attendees to ensure they are staying with the group and communicating with security in the event of an emergency.  After Dark VIP Tour Tails also work in the VIP lounge welcoming guests and keeping the VIP lounge clean and presentable.  A love of history is a plus, but not necessary. After Dark VIP Tour Tails wear a TBTW uniform; they do not wear special FX makeup. Shifts for this team are shorter than for other operational departments.

Positions will be filled on a first-come, first-considered basis – meaning that you have a better chance getting a role by attending an earlier audition/interview. Auditions and interviews run RAIN OR SHINE.

2020 Interviews for All Open Operations Positions
All interviews are held from 6:00 to 7:00 pm at Eastern State Penitentiary, unless otherwise noted below. Late arrivals will not be permitted. You do not need to make an appointment.

  • Thursday, July 9
  • Saturday, July 18
  • Wednesday, July 22
  • Wednesday, August 5
  • Thursday, August 13
  • Saturday, August 15
  • Wednesday, August 19
  • Thursday, August 20

Please bring your resume and Customer Service and Retail Application completely filled out. Applicants without a resume will not be allowed to interview. Positions will open up periodically throughout the season; check back for additional audition dates.

No phone calls please.

Note: The above information pertains to those interested in customer service or retail positions ONLY. For information about other positions available with Terror Behind the Walls, please visit our TBTW Jobs page.

Eastern State Penitentiary Historic Site Equal Opportunity Employer Statement

Eastern State Penitentiary Historic Site Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, gender expression, arrest record or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

ESPHS strongly believes in second chances and, as such, is committed to providing appropriate employment opportunities to those who have been incarcerated. As a condition of employment, all individuals who accept an employment offer must complete a criminal background check. Eastern State will review any criminal record and make appropriate employment decisions in accordance with applicable law and its policies.