Experience Lead

Museum of Ice Cream • New York, NY

3d • $20

About The Position

Experience Leads are Rockstar Super Hosts. They act as a bridge between the Guides on the floor and the management team during business operations, and address concerns from Guides (bathroom breaks, music issues, etc) Experience Leads focus on enhancing the experience for our guests, and mentoring guides in real time as they work in the space, helping to cultivate and improve employee execution, satisfaction, and fulfillment in their job. Your day-to-day: Before Start of Operations: Upon arrival, check in with MOD about any call outs to help make any adjustments to floor positions. If Closing, check in with morning EXL to see how the flow of the day has been and if there is any pertinent information for the evening. Be present for morning meeting, and add any useful information that will help Guides run the floor/experience. After morning meeting, assist guides in getting the floor ready for first public, and ensure music and lighting is at appropriate levels. When it is 5 minutes till open, check with first floor stations to make sure they are ready for first public. Help troubleshoot any issues that may keep doors from opening on time. During Operations: After first public, meet exp managers for walkthrough If a guide is underperforming delivery of scripting, inform MOD so they can address it. Remember, as an Experience Lead you are helping to suggest ways to improve their Experience Delivery, not to correct or reprimand performance. Monitor radio communications Breaker schedule with MOD Flag breaker schedule inconsistencies Experience leads are to be supporting GES and enhancing guest experience When PM Experience Leads arrive, brief them on the morning, coordinate lunch breaks, and if they need any assistance in specific areas. Attend opening meeting for PM Guides, add any useful information about the flow of the day. Closing: As last public finishes in different areas, help to make sure Guides know the procedures for closing down their station, help to answer questions, and verify that they have successfully closed and cleaned their station When Last Public has exited, help restock retail from backstock areas Walk with Guides and MOD through experience and detail clean as you move through. Ensure Guides bring rags and cleaning supplies so they are ready to clean (this includes but is not limited to: baseboards, edges, screens/mirrors/windows, stickers on the floor, scuff marks in magnets, etc) and overseeing that this task is being done to standard while Management goes through floors. Help Closing MOD ensure all closing tasks are completed. Additional: Assist management in executing private events at the museum

Requirements

• Ability to be on your feet for long periods of time, up to 8 hours
• Ability to bend/lift heavy objects of up to 40 pounds

Responsibilities

• Act as a bridge between the Guides on the floor and the management team during business operations
• Address concerns from Guides (bathroom breaks, music issues, etc)
• Focus on enhancing the experience for our guests
• Mentor guides in real time as they work in the space
• Cultivate and improve employee execution, satisfaction, and fulfillment in their job
• Check in with MOD about any call outs to help make any adjustments to floor positions
• Check in with morning EXL to see how the flow of the day has been and if there is any pertinent information for the evening
• Be present for morning meeting, and add any useful information that will help Guides run the floor/experience
• Assist guides in getting the floor ready for first public, and ensure music and lighting is at appropriate levels
• Check with first floor stations to make sure they are ready for first public
• Help troubleshoot any issues that may keep doors from opening on time
• Meet exp managers for walkthrough
• Inform MOD if a guide is underperforming delivery of scripting
• Monitor radio communications
• Flag breaker schedule inconsistencies
• Support GES and enhancing guest experience
• Brief PM Experience Leads on the morning, coordinate lunch breaks, and if they need any assistance in specific areas
• Attend opening meeting for PM Guides, add any useful information about the flow of the day
• Help to make sure Guides know the procedures for closing down their station, help to answer questions, and verify that they have successfully closed and cleaned their station
• Help restock retail from backstock areas
• Walk with Guides and MOD through experience and detail clean as you move through
• Ensure Guides bring rags and cleaning supplies so they are ready to clean and overseeing that this task is being done to standard while Management goes through floors
• Help Closing MOD ensure all closing tasks are completed
• Assist management in executing private events at the museum

Benefits

• Annual pinkball
• Unlimited ice cream
• Competitive Pay
• 16 free museum tickets per year for friends and family, with free entry for self
• 50% off retail products
• Vision, dental, and healthcare benefits
• Stock options
• PTO

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed