Lead Experience Guide (Lead Front Desk Associate)

The NOW Woodland Hills; Los Angeles (CA); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Aesthetic environment

Growth potential

Supplies provided

Wellness reward

Education reimbursement

Job summary

The NOW Massage Woodland Hills is seeking a seasoned Lead Experience Guide to mentor the Experience Guide team and ensure the facility runs smoothly, serving as acting manager when others are unavailable.

You will lead by example in guest service and sales, train new guides, manage schedules, resolve guest concerns, and collaborate with Leadership to achieve goals while maintaining a positive, high-energy environment.

Qualifications

• Experience in sales and guest service in a fast-paced environment.
• Able to mentor and lead a team and act as manager when needed.
• Key-holder or supervisory experience preferred.
• Strong enthusiasm and excellent guest service skills.
• Excellent communication: listening, empathy, product knowledge.
• Strong problem-solving and troubleshooting abilities.
• Team player with collaborative mindset.

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 concerns.
• Maintain attendance and accountability for transactional corrections and follow-up.
• Assist in training new Experience Guides and provide shift coverage.
• Liaise between Experience Guides and Leadership, sharing feedback.
• Collaborate with Leadership to drive improvements and support facility needs.
• Attend staff trainings and meetings; participate actively.
• Provide coaching to team members to develop skills and meet targets.
• Lead by example in delivering exceptional guest service and driving sales.
• Resolve guest concerns to ensure satisfaction and loyalty.
• Develop and manage efficient work schedules to balance staffing and well-being.

Skills

Sales & service experience

Leadership

Key-holder experience

Guest service excellence

Communication skills

Problem solving

Team player

Job description

Future Opening: Lead Experience Guide (Lead Front Desk Associate)

Full Time • Woodland Hills

• An environment where diversity is celebrated
• A positive, empathetic, and supportive team and company
• Aesthetically inspiring work environment
• Competitive compensation + generous commissions

Schedule / Expected Work Hours

• Ability to work flexible hours, including evenings, weekends, holidays

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 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 visit thenowmassage.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.

Company Values

Brand Truths

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.

Compensation

Compensation: $22.00 per hour

Benefits

• Aesthetically-inspiring work environment
• Growth potential
• All supplies are provided
• $100/year Wellness Reward
• Continuing Education Reimbursement

Additional Information

This franchise is independently owned and operated by a franchise owner. Your application will go directly to the franchise owner, and all hiring decisions will be made by the management of this franchise. All inquiries about employment at this franchise should be made directly to the franchise location, and not to The NOW Massage Corporate.