Experience Lead

Sloomoo•Houston, TX

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 service excellence across every station. The Experience Lead leads by example on the floor, guiding guests, training Slimetenders, ensuring breaks, addressing challenges, and reporting daily insights to management. The role supports 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 similar.
Excellent time-management and organizational skills.
Excellent communication skills and a friendly, approachable manner with staff across the organization.
Ability to build good working relationships and engage diplomatically, with firmness 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.
Must be at least 18 years old.

Responsibilities

Act as shift leader when the Assistant General Manager or General Manager is offsite or otherwise occupied, managing 30–40 hourly team members on shift.
Take responsibility for presentation and experience standards across the site.
Deliver and improve guest experiences across all zones, troubleshooting issues promptly and calmly.
Support and challenge teams to maintain and improve the overall guest experience, and champion developments that positively affect visits.
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 improvements across the site.
Represent the guest Experience team in assigned meetings and committees.
Work with the General Manager to control labor spending and maintain front-of-house labor budgets to set standards.
Support marketing efforts with videos, pictures, stories, and similar content.
Report issues, including completing written incident reports at the end of shifts.
Support the Manager on Duty in delivering birthday parties, events, and group visits.
Lead by example and demonstrate expected team behavior through actions.
Attend to team needs by providing training, support, and breaks when necessary.
Ensure safety is the top priority at all times.
Maintain an authentic, cheerful demeanor, including when guests are not present.
Perform other responsibilities as assigned by managers.