Experience Guide Lead: Sales, Service & Team Coach

The NOW Wicker Park; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k)

Bonus based on performance

Health insurance

Team member discounts

Paid time off

Flexible schedule

Training & development

Free uniforms

Dental insurance

Employee discounts

Career growth opportunities

Competitive compensation + generousCom

Job summary

The NOW Massage is seeking an Experience Guide Lead in Chicago to oversee the Experience Guide team and ensure seamless facility operations. This role acts as manager in the absence of senior leadership, guiding staff to deliver exceptional guest experiences and achieve sales targets.

Ideal candidates bring sales and service experience, strong communication, and a proactive coaching mindset. The position offers opportunities for advancement and a supportive, growth-oriented environment.

Qualifications

• Sales and service experience is required.
• Ability to be efficient and detail-oriented in a fast-paced environment.
• Key-holder or lead/supervisory experience preferred.
• Enthusiasm and excellent guest service skills are essential.
• Strong communication, listening and empathy; be the subject matter expert for The NOW.

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.
• 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 & service experience

Detail-oriented

Lead/supervisory experience

Guest service

Communication

Problem solving

Team player

Job description

The NOW Massage is seeking an Experience Guide Lead in Chicago to oversee the Experience Guide team and ensure seamless facility operations. This role acts as manager in the absence of senior leadership, guiding staff to deliver exceptional guest experiences and achieve sales targets.

Ideal candidates bring sales and service experience, strong communication, and a proactive coaching mindset. The position offers opportunities for advancement and a supportive, growth-oriented environment.