Experience Guide Lead — Guest Experience & Team Coach

Salon Renter Inc.; Roseville (CA); Hybrid; USD 55,000 - 78,000; Full time

Benefits offered by this job

Diversity celebrated

Supportive team and company

Team member discounts

Aesthetically inspiring work enviro n

Career growth opportunities

Competitive compensation + generousCom

Bonus based on performance

Free food & snacks

Free uniforms

Opportunity for advancement

Signing bonus

Training & development

Wellness resources

Job summary

The NOW Massage is seeking an Experience Guide Lead to mentor the Experience Guide team and ensure seamless facility operations. You will act as the manager in the absence of other management, upholding exceptional guest service and brand standards in a fast-paced setting.

Lead by example in sales and guest relations, train new guides, and coordinate with leadership to implement improvements. This role emphasizes accountability, attendance, and a positive, high-energy work environment.

Qualifications

• 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.

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.

Skills

Sales experience

Detail-oriented

Leadership/Key-holder

Guest service

Communication

Problem solving

Team player

Job description

The NOW Massage is seeking an Experience Guide Lead to mentor the Experience Guide team and ensure seamless facility operations. You will act as the manager in the absence of other management, upholding exceptional guest service and brand standards in a fast-paced setting.

Lead by example in sales and guest relations, train new guides, and coordinate with leadership to implement improvements. This role emphasizes accountability, attendance, and a positive, high-energy work environment.