Experience Lead - Guest Experience & Events

Sloomoo Institute; Boston (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

None

Job summary

Sloomoo Institute in Boston area seeks an Experience Lead to guide front-of-house operations, coach an hourly team, and ensure the highest standard of guest experience across all zones. You will partner with the AGM/GM to maintain service excellence, manage staffing, and reinforce brand values during daily operations.

Leaders are expected to be present, energetic, and hands-on, resolving issues with a joyful, customer-centered approach while upholding accessibility and safety standards.

Qualifications

• Experience leading guest-facing operations in hotels, restaurants, museums, or live events.
• Strong time management and organizational skills.
• Excellent communication, with staff across the organization.
• Diplomacy under pressure; firmness when needed.
• Proficiency with Microsoft Office, Google Suite, Slack, and PM tools.
• Energetic, perceptive, and solution-oriented in fast-paced environments.
• Minimum age 18 years.

Responsibilities

• Serve as shift leader when AGM/GM are unavailable; supervise 30–40 hourly teammates.
• Maintain presentation and experience standards across the site.
• Elevate guest experiences across all zones and troubleshoot calmly.
• Coach teams and communicate staff development opportunities to leadership.
• Build strong relationships with leadership and cross-functional teams.
• Champion accessibility and staff training across the site.
• Represent the Experience team in meetings and committees.
• Monitor labor spend to align with front-of-house budgets.
• Support marketing through videos, photos, and stories.
• Provide timely incident reporting at shift end.
• Support the Manager on Duty with events and group visits.
• Lead by example and support team well-being.

Skills

Operational management

Time management

Communication

Staff leadership

Problem solving

Microsoft Office

Google Suite

Slack

Project management

Tools

Microsoft Office

Google Suite

Slack

Project Management systems

Job description

Sloomoo Institute in Boston area seeks an Experience Lead to guide front-of-house operations, coach an hourly team, and ensure the highest standard of guest experience across all zones. You will partner with the AGM/GM to maintain service excellence, manage staffing, and reinforce brand values during daily operations.

Leaders are expected to be present, energetic, and hands-on, resolving issues with a joyful, customer-centered approach while upholding accessibility and safety standards.