Experience Lead — Joyful Guest Experience Leader

Sloomoo Institute LLC; New York (NY); On-site; USD 60,000 - 85,000; Full time

Job summary

Sloomoo Institute LLC in New York, NY seeks an Experience Lead to guide daily guest experiences and coach the hourly team. You’ll work closely with the AGM and GM to ensure service excellence across all zones and lead by example in presenting high standards.

Responsibilities include managing shifts, maintaining site standards, and supporting events and marketing efforts while prioritizing accessibility, safety, and a joyful guest experience.

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, ensuring good working relationships.
• Ability to engage with colleagues in a diplomatic manner, with firmness where necessary.
• Knowledge of Microsoft Office, Google Suite, Slack, Project Management systems.
• Energetic, perceptive, confident problem solver with a good sense of humor.
• Able to problem solve in a fast‑paced environment.
• Minimum age: 18 years.

Responsibilities

• Act as the shift leader when AGM/GM are offsite or focused elsewhere; manage 30-40hourly 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.
• Communicate with leadership regarding staff coaching opportunities.
• 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!
• Other responsibilities as assigned by managers.

Skills

Operational management

Time management

Communication

Diplomatic engagement

MS Office

Google Suite

Slack

Project management

Minimum age 18

Job description

Sloomoo Institute LLC in New York, NY seeks an Experience Lead to guide daily guest experiences and coach the hourly team. You’ll work closely with the AGM and GM to ensure service excellence across all zones and lead by example in presenting high standards.

Responsibilities include managing shifts, maintaining site standards, and supporting events and marketing efforts while prioritizing accessibility, safety, and a joyful guest experience.