Lead Front Desk Associate

The NOW Frisco; Frisco (TX); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Career growth opportunities

Competitive compensation + generous 1

Dental insurance

Health insurance

Free food & snacks

Team member discounts

Training & development

Diversity celebrated

Positive, empathetic team

Job summary

The NOW Frisco is seeking an Experience Guide Lead to mentor the Experience Guide team and run daily operations in the absence of management. You will model exceptional guest service, drive sales, and ensure the facility runs smoothly.

This role emphasizes leadership, coaching, scheduling, and cross‑department collaboration to support a positive, high‑energy environment that aligns with the company’s values.

Qualifications

• Sales and service related experience required.
• Ability to lead and mentor a team in a fast paced setting.
• Strong communication and guest service skills.
• Problem solving and attention to detail are essential.

Responsibilities

• Serve as ambassador for The NOW brand, leading by example in sales and guest service.
• Act as management in absence by addressing guest concerns.
• Maintain attendance and accountability for transactions and follow ups.
• Help train new Experience Guides and cover shifts when needed.
• Collaborate with leaders to implement improvements and support needs.
• Participate in staff trainings and meetings as required.
• Report to Experience Guide Supervisor and GM, help set team goals.
• Provide coaching to develop skills and achieve targets.
• Lead by example to deliver exceptional guest service and sales.
• Resolve guest concerns to drive satisfaction and loyalty.
• Develop and manage staff schedules to balance needs and well‑being.

Skills

Sales experience

Guest service

Team leadership

Communication

Problem solving

Detail oriented

Job description

Benefits

• Career growth opportunities
• Competitive compensation + generous commissions
• An environment where diversity is celebrated
• A positive, empathetic, and supportive team and company
• Team member discounts
• Aesthetically inspiring work environment
• Dental insurance
• Free food & snacks
• Health insurance
• Training & development

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.
• 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.