Lead Experience Guide (Lead Front Desk Associate)

The NOW Winter Garden•Horizon West, FL

4d•Onsite

About The Position

The Experience Guide Lead provides leadership and mentorship to the Experience Guide team while ensuring the facility runs seamlessly, serving as the acting manager in the absence of other management. They will serve as a professional ambassador for The NOW brand, leading by example in sales and guest service. This role involves acting as management in their absence by addressing guest service complaints and concerns, maintaining excellent attendance, and ensuring accountability for transactional corrections and follow-up. The Lead will also assist in training new Experience Guides, provide shift coverage during absences, and act as a liaison between Experience Guides and the Leadership team, sharing suggestions and concerns. Collaboration with Leadership during regular meetings to drive improvements and support facility needs, as well as attending and actively participating in all necessary staff training sessions and meetings, are key components of this role. The Lead reports to the Experience Guide Supervisor and General Manager or acting management. They will work closely with team members to establish individual and team performance goals, monitor progress, and adjust strategies to ensure alignment with company objectives. Providing ongoing coaching and feedback to team members to help them develop their skills, achieve targets, and grow within their roles is essential. The Lead will also foster a positive, high-energy environment that enhances the guest experience, effectively resolve guest concerns and complaints, and develop and manage efficient work schedules to ensure appropriate staffing levels.

Requirements

Sales and service-related experience
Membership Sales experience
Ability to be efficient and detail-oriented in a fast-paced environment.
Must have enthusiasm and possess excellent guest service skills.
Strong communication skills including actively listening, empathizing, and being the subject matter expert for all things The NOW
Possesses problem-solving and troubleshooting skills.
Must be a team player.

Nice To Haves

Key-holder and or lead/supervisory experience preferred

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 all necessary staff training sessions and meetings.
Report to the Experience Guide Supervisor and General Manager or acting management.
Work closely with team members to establish individual and team performance goals; monitor progress and adjust strategies to ensure alignment with company objectives.
Provide ongoing coaching and feedback to team members to help them develop their skills, achieve targets, and grow within their roles.
Lead by example in delivering exceptional guest service and driving sales performance.
Foster a positive, high-energy environment that enhances the guest experience.
Effectively resolve guest concerns and complaints, turning potentially negative experiences into positive outcomes, ensuring guest satisfaction and loyalty.
Develop and manage efficient work schedules to ensure appropriate staffing levels, maintaining a balance between operational needs and team well-being.
Meeting Sales goals