Lead Experience Guide (Lead Front Desk Associate)

The NOW Greenwood Villiage•Greenwood Village, CO

11d•$21 - $25•Onsite

About The Position

The Lead Experience Guide is the right hand to the General Manager and plays a key role in driving the success of the boutique. This position is perfect for someone who enjoys leading by example, coaching a team to exceed sales goals, creating exceptional guest experiences, and helping build a positive, high-performing culture. At The NOW Massage, we believe in developing leaders from within and creating an environment where both our guests and team members can thrive. The Lead Experience Guide is responsible for leading the Experience Guide team while partnering closely with the General Manager to drive boutique performance. This role focuses heavily on membership sales, guest experience, coaching, team development, and operational excellence. As the acting manager in the absence of leadership, the Lead Experience Guide sets the tone for the team, motivates others to achieve goals, and helps create an exceptional experience for every guest who walks through our doors.

Requirements

2+ years of sales and customer service experience
Proven ability to coach others to achieve sales goals
Excellent communication and leadership skills
Ability to motivate and inspire a team
Strong problem-solving and conflict-resolution abilities
Organized, detail-oriented, and able to multitask in a fast-paced environment
Comfortable using computers, scheduling software, and POS systems
Passion for wellness, hospitality, and developing others

Nice To Haves

Previous leadership, supervisor, or management experience preferred
Strong membership or commission-based sales experience preferred

Responsibilities

Lead the Experience Guide team in achieving daily, weekly, and monthly membership, enhancement, retail, and gift card sales goals.
Coach Experience Guides on effective sales techniques through role-playing, observation, and real-time feedback.
Monitor individual and team performance metrics and celebrate wins while identifying opportunities for improvement.
Help create contests, incentives, and strategies that motivate the team and drive boutique performance.
Partner with the General Manager to develop action plans to increase memberships, guest retention, and overall revenue.
Serve as the General Manager's right-hand person and act as manager on duty when leadership is unavailable.
Lead by example through exceptional guest service, professionalism, and accountability.
Mentor, train, and onboard new Experience Guides.
Hold team members accountable to company standards while providing consistent coaching and encouragement.
Foster a positive, supportive, and goal-oriented team culture.
Conduct shift huddles and communicate daily priorities to the team.
Deliver an exceptional guest experience from arrival through checkout.
Resolve guest concerns professionally and confidently, turning challenges into positive experiences.
Ensure every guest receives personalized recommendations for memberships, enhancements, retail products, and future visits.
Maintain boutique presentation and operational excellence throughout every shift.
Assist with scheduling and shift coverage as needed.
Ensure all opening and closing procedures are completed accurately.
Maintain accountability for cash handling, transactions, inventory, and boutique standards.
Communicate opportunities, concerns, and ideas directly with the General Manager.
Help maintain smooth day-to-day operations while supporting company initiatives.