Experience Guide Supervisor - Silver Lake

The NOW; California (MO); On-site; USD 34,440 - 38,572; Full time

Benefits offered by this job

Commission pay

Paid time off

Health benefits

Wellness stipend

Growth potential

Diversity celebration

Inspiring work environment

Job summary

The NOW in Los Angeles is seeking an Experience Guide Supervisor to help coach and develop Experience Guides, lead daily operations, and inspire a high-performing culture built on accountability and hospitality.

You will drive boutique performance with leadership, coaching, and hands-on guidance while ensuring exceptional guest experiences and smooth operations across shifts. The role requires flexibility for evenings, weekends, and holidays.

Qualifications

• Previous leadership, supervisory, or key-holder experience in hospitality, retail, wellness, luxury service, or a related industry preferred.
• Proven success achieving sales and service goals.
• Strong coaching, communication, and conflict-resolution skills.
• Ability to understand key business metrics and use them to support daily operations.
• Excellent organizational, multitasking, and leadership skills.
• Flexible availability, including evenings, weekends, and holidays.

Responsibilities

• Lead by example in professionalism, hospitality, and sales performance.
• Assist Management with coaching, mentoring, and developing Experience Guides through real-time feedback and ongoing training.
• Help set clear daily expectations and foster a positive, accountable team culture.
• Recognize outstanding performance while addressing opportunities for improvement.
• Help build trust through consistent communication, coaching, and follow-through.
• Provide day-to-day leadership support during assigned shifts in the absence of the General Manager.
• Lead by example in membership sales and guest engagement.
• Assist in monitoring key business metrics and identifying opportunities for improvement.
• Helping coach the team to achieve revenue, membership, enhancement, retail, and productivity goals.
• Collaborate with leadership to manage daily staffing needs and optimizing schedules to support business demands.
• Deliver exceptional hospitality that reflects The NOW brand.
• Assist in resolving guest concerns with professionalism and empathy.
• Create memorable guest experiences that build long-term loyalty.
• Assist in maintaining boutique presentation, cleanliness, and operational excellence.
• Safeguarding guest financial data.
• Assist in leading pre-shift meetings and support ongoing team communication.
• Support the General Manager in reviewing business performance and priorities.
• Collaborate with leadership to conduct regular coaching conversations and follow-up on performance expectations.
• Ensure compliance with company policies, procedures, and operational standards.
• Support daily operations, cash handling, facility management, and boutique organization.

Skills

Leadership experience

Sales goals

Coaching

Conflict resolution

Business metrics

Organizational skills

Flexibility

Job description

At The NOW Massage, we believe leadership is more than overseeing daily operations, it's about developing people, creating exceptional guest experiences, and driving meaningful business results.

As an Experience Guide Supervisor, you'll be a key member of the boutique leadership team responsible for assisting the General Manager with coaching and developing Experience Guides, leading daily operations, and inspiring a high-performing culture built on accountability, hospitality, and teamwork.

This is an opportunity for someone who enjoys leading others, thrives in a fast-paced environment, and is passionate about helping both people and businesses succeed.

What You'll Do

Leadership & Team Development

• Lead by example in professionalism, hospitality, and sales performance.
• Assist Management with coaching, mentoring, and developing Experience Guides through real-time feedback and ongoing training.
• Help set clear daily expectations and foster a positive, accountable team culture.
• Recognize outstanding performance while addressing opportunities for improvement.
• Help build trust through consistent communication, coaching, and follow-through.
• Provide day-to-day leadership support during assigned shifts in the absence of the General Manager.

Business Performance

You'll play an active role in driving boutique performance by:

• Leading by example in membership sales and guest engagement.
• Assisting in monitoring key business metrics and identifying opportunities for improvement.
• Helping coach the team to achieve revenue, membership, enhancement, retail, and productivity goals.
• Collaborating with leadership to manage daily staffing needs and optimizing schedules to support business demands.

Guest Experience

• Deliver exceptional hospitality that reflects The NOW brand.
• Assist in resolving guest concerns with professionalism and empathy.
• Create memorable guest experiences that build long-term loyalty.
• Assist in maintaining boutique presentation, cleanliness, and operational excellence.
• Safeguarding guest financial data

Communication & Operations

• Assist in leading pre-shift meetings and support ongoing team communication.
• Support the General Manager in reviewing business performance and priorities.
• Collaborate with leadership to conduct regular coaching conversations and follow-up on performance expectations.
• Ensure compliance with company policies, procedures, and operational standards.
• Support daily operations, cash handling, facility management, and boutique organization.

What Makes a Great Experience Guide Supervisor

We're looking for leaders who:

• Lead through action and inspire by example.
• Coach with empathy while holding themselves and others accountable.
• Communicate clearly and confidently.
• Make thoughtful decisions and solve problems proactively.
• Use business metrics to drive performance.
• Build trust through consistency and professionalism.
• Thrive in a collaborative, guest-focused environment.

Qualifications

• Previous leadership, supervisory, or key-holder experience in hospitality, retail, wellness, luxury service, or a related industry preferred.
• Proven success achieving sales and service goals.
• Strong coaching, communication, and conflict-resolution skills.
• Ability to understand key business metrics and use them to support daily operations.
• Excellent organizational, multitasking, and leadership skills.
• Flexible availability, including evenings, weekends, and holidays.

What Success Looks Like

Successful Experience Guide Supervisors:

• Deliver exceptional guest experiences.
• Assist in consistently achieving boutique sales and operational goals.
• Collaborate with leadership to coach and develop team members through regular feedback and accountability.
• Demonstrate accountability while identifying opportunities to improve team performance and the guest experience.
• Leave the boutique stronger at the end of every shift than they found it.

Why Join The NOW?

At The NOW, we're committed to developing leaders from within. We believe the best leaders create opportunities for others to grow, foster a culture of accountability and recognition, and make a lasting impact on both their team and their guests.

If you're passionate about leadership, hospitality, and helping others succeed, we'd love to meet you.

• Pay Range: $25.00 - $28.00/hour + Commission
• Paid time off
• Health benefit eligibility for qualified team members
• Annual wellness stipend
• Aesthetically inspiring work environment
• Growth Potential
• A positive and supportive team and company
• An environment where diversity is celebrated

The Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. All qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.