Lead Experience Guide Lead Front Desk Associate

The NOW Wicker Park; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k)

Bonus based on performance

Health insurance

Team member discounts

Paid time off

Flexible schedule

Training & development

Free uniforms

Dental insurance

Employee discounts

Career growth opportunities

Competitive compensation + generousCom

Job summary

The NOW Massage is seeking an Experience Guide Lead in Chicago to oversee the Experience Guide team and ensure seamless facility operations. This role acts as manager in the absence of senior leadership, guiding staff to deliver exceptional guest experiences and achieve sales targets.

Ideal candidates bring sales and service experience, strong communication, and a proactive coaching mindset. The position offers opportunities for advancement and a supportive, growth-oriented environment.

Qualifications

• Sales and service experience is required.
• Ability to be efficient and detail-oriented in a fast-paced environment.
• Key-holder or lead/supervisory experience preferred.
• Enthusiasm and excellent guest service skills are essential.
• Strong communication, listening and empathy; be the subject matter expert for The NOW.

Responsibilities

• Serve as a professional ambassador for The NOW brand, leading by example in sales and guest service.
• Act as management in their absence by addressing guest service complaints and concerns.
• Maintain excellent attendance and ensure accountability for transactional corrections and follow-up.
• Assist in training new Experience Guides and provide shift coverage.
• Act as a liaison between Experience Guides and the Leadership team, sharing suggestions and concerns.
• Collaborate with Leadership during regular meetings to drive improvements and support facility needs.
• Attend and actively participate in all necessary staff training sessions and meetings.
• Report to the Experience Guide Supervisor and General Manager or acting management. Work closely with team members to establish individual and team performance goals; monitor progress and adjust strategies to ensure alignment with company objectives.
• Provide ongoing coaching and feedback to team members to help them develop their skills, achieve targets, and grow within their roles.
• Lead by example in delivering exceptional guest service and driving sales performance. Foster a positive, high-energy environment that enhances the guest experience.
• Effectively resolve guest concerns and complaints, turning potentially negative experiences into positive outcomes, ensuring guest satisfaction and loyalty.
• Develop and manage efficient work schedules to ensure appropriate staffing levels, maintaining a balance between operational needs and team well-being.

Skills

Sales & service experience

Detail-oriented

Lead/supervisory experience

Guest service

Communication

Problem solving

Team player

Job description

Benefits:

• An environment where diversity is celebrated
• A positive, empathetic, and supportive team and company
• Team member discounts
• Aesthetically inspiring work environment
• Career growth opportunities
• Competitive compensation + generous commissions
• 401(k)
• Bonus based on performance
• Dental insurance
• Employee discounts
• Flexible schedule
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

Schedule / Expected Work Hours:

• Ability to work flexible hours, including evenings, weekends, holidays
• **Please list your hours of operations and shift hours

Job Summary

The Experience Guide Lead provides leadership and mentorship to the Experience Guide team while ensuring the facility runs seamlessly, serving as the acting manager in the absence of other management.

Responsibilities

• Serve as a professional ambassador for The NOW brand, leading by example in sales and guest service.
• Act as management in their absence by addressing guest service complaints and concerns.
• Maintain excellent attendance and ensure accountability for transactional corrections and follow-up.
• Assist in training new Experience Guides and provide shift coverage during absences.
• Act as a liaison between Experience Guides and the Leadership team, sharing suggestions and concerns.
• Collaborate with Leadership during regular meetings to drive improvements and support facility needs.
• Attend and actively participate in all necessary staff training sessions and meetings.
• Report to the Experience Guide Supervisor and General Manager or acting management. Work closely with team members to establish individual and team performance goals; monitor progress and adjust strategies to ensure alignment with company objectives.
• Provide ongoing coaching and feedback to team members to help them develop their skills, achieve targets, and grow within their roles.
• Lead by example in delivering exceptional guest service and driving sales performance. Foster a positive, high-energy environment that enhances the guest experience.
• Effectively resolve guest concerns and complaints, turning potentially negative experiences into positive outcomes, ensuring guest satisfaction and loyalty.
• Develop and manage efficient work schedules to ensure appropriate staffing levels, maintaining a balance between operational needs and team well‑being.

Qualifications

• Sales and service‑related experience
• Ability to be efficient and detail‑oriented in a fast‑paced environment.
• Key‑holder and/or lead/supervisory experience preferred
• Must have enthusiasm and possess excellent guest service skills.
• Strong communication skills including actively listening, empathizing, and being the subject matter expert for all things The NOW
• Possesses problem‑solving and troubleshooting skills.
• Must be a team player.

Company Overview

The NOW Massage was designed as an oasis to disconnect from the outside world and reconnect within. The NOW Massage’s goal is to offer high‑quality, customizable massage services without the time commitment and cost of a traditional spa. The NOW Massage’s interiors have been recognized by the press and influencers for its elevated aesthetic, inspired by exotic destinations from around the world. With boutiques currently open from coast to coast and steady expansion on the horizon, The NOW Massage is looking forward to bringing its thoughtfully crafted menu, healing products, and signature design to cities all over the United States. For more information, please visitthenowmassage.com

Company Purpose / Mission

Self-Care is Essential The NOW is designed as a refuge to help you disconnect from the outside world and reconnect within. We are where you go to turn down the noise so you can listen to what your body needs. We say show up for yourself so you can better support others. Relax your body. Reset your soul. Start NOW.

We design our services to be convenient, affordable, and high‑quality always. The menu of customizable enhancements makes personalizing your service simple. Our interiors are recognized for their elevated aesthetic, inspired by exotic destinations from around the world.

Company Values

LIVE IN THE NOW

Be Present. Take time to recharge and reconnect within.

KINDNESS IS MAGIC

Positive energy always. Create a circle of warmth and compassion from welcoming guests to giving back to your community.

CARE FOR THOSE WHO CARE FOR OTHERS

Foster an environment where team members feel valued, recognized, and rewarded.

AUTHENTICITY ALWAYS

Open and transparent communication with our inner circle and guests.