Experience Lead

Sloomoo Inc•Houston, TX

2d•$18 - $18

About The Position

The Experience Lead is a hands-on, guest-facing floor leader who helps deliver the Sloomoo experience. Working closely with the Assistant General Manager and General Manager, this role provides real-time support, coaching, and oversight of the hourly team while promoting excellent service across every station. The Experience Lead is an active presence on the floor, guiding guests, training Slimetenders, coordinating breaks, addressing challenges, and sharing daily insights with management. The role also supports site presentation and experience standards, accessibility, safety, labor-budget management, marketing efforts, and the delivery of birthday parties, events, and group visits. The Experience Lead upholds Sloomoo’s values of joy, accountability, collaboration, innovation, inclusivity, resilience, and excellence.

Requirements

Experience in operational management within a guest-facing operation, such as hotels, restaurants or food and beverage, entertainment operations, museums, live events, or a similar setting (required).
Excellent time-management and organizational skills.
Excellent communication skills and a friendly, approachable manner that supports good working relationships across the organization.
Ability to engage with colleagues diplomatically and be firm when necessary.
Knowledge of Microsoft Office, Google Suite, Slack, and project management systems.
Energetic, perceptive, confident problem solver with a good sense of humor.
Ability to problem-solve in a fast-paced environment.
Minimum age of 18 years.

Responsibilities

Act as shift leader when the Assistant General Manager or General Manager is offsite or focused elsewhere, managing 30–40 hourly team members on shift.
Take personal responsibility for presentation and experience standards across the site.
Deliver and elevate guest experiences across all zones, troubleshooting issues promptly with a calm, joyful tone.
Support and challenge teams to maintain and improve the guest experience, and communicate staff coaching opportunities to leadership.
Develop and maintain effective working relationships with relevant leadership teams.
Champion accessibility requirements, including physical facilities, staff training, and delivery and improvements across the site.
Represent the guest Experience team in meetings and committees as assigned.
Work with the General Manager to control labor spend and maintain front-of-house labor budgets to set standards.
Support marketing efforts through videos, pictures, stories, and similar content.
Report issues, including completing written incident reports at the end of the shift.
Support the Manager on Duty in delivering birthday parties, events, and group visits.
Lead by example and demonstrate team expectations through personal actions.
Provide training, support, and breaks to team members as needed.
Ensure safety is the top priority at all times.
Remain authentic and welcoming, including when guests are not present.
Perform other responsibilities as assigned by managers.