Experience Lead - Guest Experience & Team Leadership

Sloomoo Institute Llc; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Sloomoo Institute Llc seeks an Experience Lead in Charlotte, NC to guide the guest journey on the floor, coach hourly teams, and ensure service excellence. You will partner with the AGM/GM, model energetic leadership, and uphold company values while prioritizing guest delight and accessibility across zones.

Join a dynamic, creative environment focused on joy, collaboration, and continuous improvement in a busy experiential venue.

Qualifications

• Experience of operational management within a guest-facing operation including hotels, restaurants/food & beverage, entertainment operations, museums, live events or similar (required).
• Excellent time management and organizational skills.
• Excellent communication skills and a friendly and approachable manner with staff from across the organization.

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, championing developments that have a positive impact on the visit.
• Develop and maintain excellent working relationships with relevant leadership teams.
• Champion all requirements relating to accessibility including physical facilities and staff training, and delivery and improvements across the site.
• Represent the guest Experience team in meetings and committees as assigned.
• In conjunction with the General Manager, control labor spend to ensure we are maintaining front of house (FOH) labor budgets to set standards.
• Support marketing efforts through videos, pictures, stories etc.
• Report any issues, including written incident reports at the end of the shift.
• Support the Manager on Duty on delivering top of the class birthday parties, events & groups visits.
• Lead by example displaying the expectation of the team through your actions.
• Aware of the needs of the team and providing training, support breaks when necessary.
• Ensure that safety is the top priority at all times.
• You’re smiling, being authentic - even when guests may not be around!

Skills

Operational management

Guest-facing leadership

Time management

Communication

Team coaching

Problem solving

Accessibility awareness

Tools

Microsoft Office

Google Suite

Slack

Project Management systems

Job description

Sloomoo Institute Llc seeks an Experience Lead in Charlotte, NC to guide the guest journey on the floor, coach hourly teams, and ensure service excellence. You will partner with the AGM/GM, model energetic leadership, and uphold company values while prioritizing guest delight and accessibility across zones.

Join a dynamic, creative environment focused on joy, collaboration, and continuous improvement in a busy experiential venue.