Lead Experience Guide Lead Front Desk Associate

The NOW Roseville; Roseville (CA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Career growth opportunities

Team member discounts

Aesthetically inspiring work environment

Diverse work environment

Positive and supportive team

Job summary

The NOW Roseville is seeking an Experience Guide Lead in Roseville, California. This role combines leadership and guest service, ensuring the seamless operation of the facility. Key responsibilities include training and mentoring team members, addressing guest inquiries, and maintaining high service standards. Candidates should possess a strong background in sales and service with excellent communication skills. This position offers opportunities for growth in a supportive and positive environment.

Qualifications

• Sales and service-related experience required.
• Ability to work efficiently in a fast-paced environment.
• Preferred key-holder and/or supervisory experience.

Responsibilities

• Lead and mentor the Experience Guide team.
• Address guest service complaints and concerns.
• Train new Experience Guides and manage work schedules.

Skills

Sales and service experience

Detail-oriented

Excellent guest service skills

Strong communication skills

Problem-solving skills

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

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.