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Lead Experience Guide (Lead Front Desk Associate)
The NOW Fairfax
Fairfax, USA
Full-time
Mid
Onsite
Discovered 1 weeks ago
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- An environment where diversity is celebrated
- A positive, empathetic, and supportive team and company
- Team member discounts
- Aesthetically inspiring work environment
- Career growth opportunities
- Ability to work flexible hours, including evenings, weekends, holidays
- **Please list your hours of operations and shift hours
- 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.
- 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.
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