Lead Front Desk Associate

The NOW; Frisco (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive pay

Generous commissions

Health insurance

Dental insurance

Free snacks

Team discounts

Training & development

Diversity celebration

Job summary

The NOW in Frisco, TX is seeking an Experience Guide Lead to provide leadership and mentorship to the Experience Guide team, ensuring the facility runs smoothly and serving as acting manager when others are absent. You will lead by example in guest service and sales, train new guides, manage schedules, and address guest concerns.

Foster a positive, high-energy environment that grows team members and guest loyalty.

Qualifications

• Sales and guest service experience required.
• Detail-oriented and able to thrive in a fast-paced environment.
• Key-holder or lead/supervisory experience preferred.
• Excellent guest service skills and customer-focused attitude.

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 and issues.
• Maintain excellent attendance and accountability for transactions 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 participate in all necessary staff training sessions and meetings.
• Report to the Experience Guide Supervisor and General Manager, setting and monitoring team goals.
• Provide ongoing coaching to help team members develop their skills and achieve targets.
• Lead by example in delivering exceptional guest service and driving sales performance.
• Resolve guest concerns to ensure satisfaction and loyalty.
• Develop and manage efficient work schedules balancing operations and team well-being.

Skills

Sales & guest service

Communication

Leadership

Problem solving

Team player

Job description

Benefits

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

Schedule / Expected Work Hours

• Ability to work flexible hours, including evenings, weekends, and 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.