Lead Experience Guide (Lead Front Desk Associate)

About the role

The NOW Massage is seeking a dynamic and experienced individual to join our team as an Experience Guide. This position offers a unique opportunity to work in a supportive, diverse environment with career growth potential.

Responsibilities

• Act 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.

Requirements

• Sales and service-related experience
• Ability to be efficient and detail-oriented in a fast-paced environment
• Key-holder and/or lead/supervisory experience preferred
• 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

Qualifications

• Aesthetically inspiring work environment
• Team member discounts
• An environment where diversity is celebrated
• A positive, empathetic, and supportive team and company

Benefits

• Flexible work hours, including evenings, weekends, and holidays

Skills

• Exceptional guest service skills
• Problem-solving and troubleshooting skills
• Strong communication skills
• Team player mentality

Pay

Compensation details are determined by the franchise owner and may vary based on experience and qualifications.

Schedule

Ability to work flexible hours, including evenings, weekends, and holidays.