Lead Experience Guide/ Front Desk Supervisor
About The Position
The Experience Guide Lead provides leadership and mentorship to the Experience Guide team and helps ensure the facility runs seamlessly. The role acts as manager in the absence of other management, supports guest service and sales, and serves as a liaison between Experience Guides and the Leadership team. The position reports to the Experience Guide Supervisor and General Manager or acting management. The role works a flexible schedule that may include evenings, weekends, and holidays. Listed facility hours are Sunday 10 a.m.–7 p.m. and Monday through Saturday 9 a.m.–8 p.m.
Requirements
- Sales and service-related experience.
- Ability to work efficiently and with attention to detail in a fast-paced environment.
- Enthusiasm and excellent guest service skills.
- Strong communication skills, including active listening and empathy, and ability to serve as a subject matter expert on The NOW.
- Problem-solving and troubleshooting skills.
- Ability to work as a team player.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Nice To Haves
- Key-holder and/or lead or supervisory experience.
Responsibilities
- Serve as a professional ambassador for The NOW brand, leading by example in sales and guest service.
- Act as management in their absence by addressing guest service complaints and concerns.
- Maintain excellent attendance and ensure accountability for transactional corrections and follow-up.
- Assist in training new Experience Guides and provide shift coverage during absences.
- Act as a liaison between Experience Guides and the Leadership team, sharing suggestions and concerns.
- Collaborate with Leadership during regular meetings to drive improvements and support facility needs.
- Attend and actively participate in necessary staff training sessions and meetings.
- Work with team members to establish individual and team performance goals, monitor progress, and adjust strategies to align with company objectives.
- Provide ongoing coaching and feedback to help team members develop their skills, achieve targets, and grow within their roles.
- Lead by example in delivering exceptional guest service and driving sales performance, and foster a positive, high-energy environment.
- Resolve guest concerns and complaints to support guest satisfaction and loyalty.
- Develop and manage efficient work schedules that ensure appropriate staffing while balancing operational needs and team well-being.
Benefits
- An environment where diversity is celebrated.
- A positive, empathetic, and supportive team and company.
- Team member discounts.
- Aesthetically inspiring work environment.
- Career growth opportunities.
- Competitive compensation and generous commissions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
