Experience Lead

About the role

The Experience Lead is a hands-on, guest-facing floor leader who helps bring the Sloomoo experience to life every day. Working closely with the Assistant General Manager (AGM) and General Manager (GM), this role provides real-time support, coaching, and oversight of the hourly team while driving service excellence across every station. This is not a behind-the-scenes role. The Experience Lead is present, energized, and leading by example—from guiding guests with enthusiasm to training Slimetenders, ensuring breaks, addressing challenges, and reporting daily insights to management.

Responsibilities

• Act as the shift leader when AGM/GM are offsite or focused elsewhere; manage 30-40 hourly team members on shift.
• Take personal responsibility for presentation and experience standards across the site.
• Deliver and elevate guest experiences across all zones; troubleshoot issues quickly with a calm, joyful tone.
• Continually support and challenge the teams to maintain and improve the overall experience, championing developments that have a positive impact on the visit.
• Communicate with leadership regarding staff coaching opportunities.
• Develop and maintain excellent working relationships with relevant leadership teams.
• Champion all requirements relating to accessibility including physical facilities and staff training, and delivery and improvements across the site.
• Represent the guest Experience team in meetings and committees as assigned.
• In conjunction with the General Manager, control labor spend to ensure we are maintaining front of house (FOH) labor budgets to set standards.
• Support marketing efforts through videos, pictures, stories etc.
• Report any issues, including written incident reports at the end of the shift.
• Support the Manager on Duty on delivering top of the class birthday parties, events & groups visits.
• Lead by example displaying the expectation of the team through your actions.
• Aware of the needs of the team and providing training, support, breaks when necessary.
• Ensure that safety is the top priority at all times.
• You're smiling, being authentic - even when guests may not be around!
• Other responsibilities as assigned by managers.

Qualifications

• Experience of operational management within a guest-facing operation including hotels, restaurants/food & beverage, entertainment operations, museums, live events or similar (required).
• Excellent time management and organizational skills.
• Excellent communication skills and a friendly and approachable manner with staff from across the organization, ensuring good working relationships.
• Ability to engage with colleagues in a diplomatic manner, with firmness where necessary.
• Knowledge of Microsoft Office, Google Suite, Slack, Project Management systems.
• Energetic, perceptive, confident problem solver with a good sense of humor.
• Able to problem solve in a fast-paced environment.
• Minimum age: 18 years.