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Job Summary

The Experience Guide Lead reports to the General Manager, providing leadership and mentorship to the Experience Guide team while ensuring the Boutique runs seamlessly. Serves as the acting manager in the absence of other management.

Schedule / Expected Work Hours

Ability to work flexible hours, including evenings, weekends, holidays
Maintain excellent attendance

Responsibilities

Serve as a professional ambassador for The NOW brand.
Lead by example in delivering exceptional guest service and driving sales performance, evidenced by metrics.
Ensure accountability for transactional corrections and follow-up.
Assist in training new Experience Guides
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.
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.
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.
Ensure overall cleanliness and organization of the lobby/front desk and guest restroom.
Assist General Manager in ensuring sufficient retail inventory.

Qualifications

Prior leadership/supervisory experience is required.
Sales and service-related experience.
Ability to be efficient and detail-oriented in a fast-paced environment.
Possess enthusiasm and excellent guest service skills.
Strong communication skills including communications to team members and management.
Demonstrate active listening and empathy.
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 the 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. Our interiors are recognized for their elevated aesthetic, inspired by exotic destinations from around the world.

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: $22.00 - $22.00 per hour

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.

^{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.}

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