Experience Lead: Elevate Guest Joy & Team Performance

Sloomoo Institute; New York (NY); On-site; USD 52,000 - 76,000; Full time

Job summary

The Experience Lead at Sloomoo Institute is a hands-on, guest-facing floor leader who keeps the energy high and the experience welcoming across all zones.

Reporting to the AGM/GM, you coach hourly staff, monitor standards, resolve issues calmly, and help deliver memorable visits. You champion accessibility, safety, and the brand values while supporting events and group visits.

You also contribute to training and reporting daily insights to leadership.

Qualifications

• Experience in operational management within a guest-facing operation such as hotels, restaurants/F&B, entertainment venues, museums, or live events.
• Excellent time management and organizational skills.
• Excellent communication skills and a friendly, approachable manner with staff across the organization.
• Ability to engage colleagues diplomatically, with firmness where necessary.
• Knowledge of Microsoft Office, Google Suite, Slack, and project management systems.

Responsibilities

• Act as the shift leader when AGM/GM are offsite or focused elsewhere; manage 30-40 hourly team members on shift.
• Take personal responsibility for presentation and experience standards across the site.
• Deliver and elevate guest experiences across all zones; troubleshoot issues quickly with a calm, joyful tone.
• Continually support and challenge the teams to maintain and improve the overall experience, reporting to leadership on staff coaching opportunities.
• Develop and maintain excellent working relationships with relevant leadership teams.
• Champion accessibility requirements including training and site delivery improvements.
• Represent the guest Experience team in meetings and committees as assigned.
• In collaboration with the GM, control labor spend to maintain FOH labor budgets and standards.
• Support marketing via videos, pictures, stories, etc.
• Report issues with written incident reports at shift end.
• Assist Manager on Duty in delivering top-tier birthday parties, events, and group visits.
• Lead by example to uphold expected team behavior.
• Monitor team needs and provide training and breaks when necessary.
• Ensure safety is the top priority at all times.
• You’re smiling, being authentic – even when guests may not be around.
• Other responsibilities as assigned by managers.

Skills

Guest-facing operations

Staff coaching

Time management

Communication

Problem solving

Diplomacy

Microsoft Office

Google Suite

Slack

Project management tools

Tools

Microsoft Office

Google Suite

Slack

Project management tools

Job description

The Experience Lead at Sloomoo Institute is a hands-on, guest-facing floor leader who keeps the energy high and the experience welcoming across all zones.

Reporting to the AGM/GM, you coach hourly staff, monitor standards, resolve issues calmly, and help deliver memorable visits. You champion accessibility, safety, and the brand values while supporting events and group visits.

You also contribute to training and reporting daily insights to leadership.