Lead Experience Guide (Lead Front Desk Associate)

The NOW Massage is an oasis designed to help guests disconnect from the outside world and reconnect within, offering high-quality, customizable massage services in an aesthetically inspiring environment.

About the role

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.

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.
• Ensure the front desk meets sales goals.

Requirements

• Sales and service-related experience.
• Membership-based sales experience.
• Ability to meet a weekly conversion rate of 20%.
• Ability to be efficient and detail-oriented in a fast-paced environment.
• Key-holder and/or lead/supervisory experience preferred.
• Enthusiasm and excellent guest service skills.
• Strong communication skills including active listening, empathy, and subject-matter expertise on all things The NOW.
• Problem-solving and troubleshooting skills.
• Must be a team player.

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 + generous commissions.

Schedule

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