Lead Experience Guide Lead Front Desk Associate

The NOW Pasadena; Pasadena (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

The Experience Guide Lead at a leading wellness company provides leadership to the team, ensuring excellent guest service and operational efficiency. This role involves mentoring, addressing guest concerns, and collaborating with management to drive improvements.

Benefits

Team member discounts

Career growth opportunities

Competitive compensation + generous commissions

Company parties

Qualifications

• Sales and service-related experience required.
• Key-holder or lead/supervisory experience preferred.
• Strong communication skills and problem-solving abilities.

Responsibilities

• Lead and mentor the Experience Guide team.
• Address guest service complaints and concerns.
• Provide ongoing coaching and feedback to team members.

Skills

Sales

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
• Company parties

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 interiors are recognized for their elevated aesthetic, inspired by exotic destinations worldwide. With boutiques across the country and ongoing expansion, The NOW Massage aims to bring its signature services, products, and design to more cities. For more information, visit thenowmassage.com

Company Purpose/Mission

Self-Care is Essential. The NOW is a refuge to disconnect and reconnect. We encourage showing up for yourself to better support others. Relax your body. Reset your soul. Start NOW.

Our services are designed to be convenient, affordable, and high-quality, with customizable enhancements. Our interiors are 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: Maintain positive energy and foster warmth and compassion with guests and the community.
• CARE FOR THOSE WHO CARE FOR OTHERS: Create an environment where team members feel valued, recognized, and rewarded.
• AUTHENTICITY ALWAYS: Communicate openly and transparently with our team and guests.

This franchise is independently owned and operated. Your application will go directly to the franchise owner, and all hiring decisions are made by the franchise management. Please direct employment inquiries to the franchise location, not to The NOW Massage Corporate.