Experience Lead

Museum of Ice Cream•New York, NY

1d•$20•Onsite

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.

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

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.
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.
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.
Assist management in executing private events at the museum

Benefits

Annual pinkball (yes, it is “pink-tie” themed and you can bring a date!)
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

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