Front of House Sr. Team Lead - NYC
About The Position
Original X Productions (OGX) are the operators of worldwide location based entertainment experiences including The FRIENDSTM Experience, Harry Potter – Magic at Play, and Hershey Super Sweet Adventure. OGX is looking for a Front of House Sr. Team Lead to assist in guiding our Retail, Photo, and Café operations teams to deliver world class commercial products. The Front of House Senior Team Lead is a cross-functional leadership role responsible for overseeing daily operations across retail, photo, and café departments. This position supports the Front of House Manager in supervising front-line team leads and team members, ensuring exceptional guest service, operational efficiency, and team development. The ideal candidate is a proactive leader with experience in both retail and food service environments, has strong communication and training skills, is comfortable working with a variety of personalities, and thrives in dynamic, high-volume settings.
Requirements
- 1+ years of leadership experience in the operation of a successful revenue-generating restaurant, cafe, or retail shop
- Possession of a valid NYS food handlers certificate strongly preferred
- Must be able to remain in a standing stationary position more than 75% of the time
- Occasionally lifts and moves items / equipment weighing up to 50 pounds
- Must be able to move about inside the exhibit space
- Must possess, or be able to obtain, a valid FDNY S-95 certificate
- Must be able to work a variable schedule including evenings, weekends, and Holidays
- Experienced with POS systems, Microsoft Office, and Google Drive
Nice To Haves
- Maintains composure under pressure and enjoys working in a fast-paced and fluid environment
- Exceptional communication skills, both written and verbal
- Organization and attention to detail
- Ability to multitask
- Self-Starter and proactive
- Ability to effectively interface with the public and handle emergency situations with grace, in a calm and authoritative manner
- Excellent problem solver with the ability to troubleshoot and come up with creative solutions
- Experienced in customer service, communication, written and interpersonal skills
- Strong leadership skills
Responsibilities
- Serve as MOD (Manager on Duty) during assigned shifts.
- Lead and coach team members to deliver exceptional guest service.
- Foster a welcoming, inclusive, and hospitality-driven environment.
- Address guest inquiries, complaints, and feedback with professionalism.
- Support onboarding, training, and performance development of staff.
- Manage inventory levels and conduct regular stock audits.
- Support the management of monthly inventory counts.
- Implement sales strategies and team incentives to drive revenue.
- Maintain accurate financial and operational reporting.
- Support merchandising and layout updates.
- Ensure POS systems are operational and staff are properly trained.
- Oversee café cleanliness, organization, and inventory.
- Maintain equipment and communicate ordering and maintenance needs.
- Ensure product consistency and compliance with health and safety standards.
- Handle cash transactions and assist with tip distribution.
- Maintain high standards for coffee and food preparation.
- Enforces all rules and regulations; upholds proper levels of accountability and supports discipline in partnership with venue management and People & Culture when standards are not met
- Assists with special company projects as may be needed
- Any and all duties as assigned
Benefits
- Health benefits including medical, dental, and vision
- Individual Retirement Account
- Commuter benefits
- Paid vacation and sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
