What You Will Be Doing:

• Deliver an Incredible Guest Experience: You’ll have a balance of responsibilities,  you’ll enthusiastically and confidently stay near our entrance, encouraging people to come inside and welcoming our guests upon entry, while also ensuring all store staff do the same for their guest journeys. In addition, you will also handle guest de-escalation, stepping in to support Guest Experience Guides or Shift Leads when needed.  You’re driven by a passion for optimizing customer service efficiencies, constantly seeking out innovative methods to enhance and refine our operational processes for the benefit of our guests.  You’ll also ensure the store team is well equipped to manage scheduled guest bookings, helping maintain on-time delivery of experiences and speedy resolution of mishaps.
• Technical Support and Troubleshooting: You’re proficient in utilizing various computer and tablet technologies.  You’ll conduct thorough hardware/software checks throughout the week, immediately communicating any issues to the Store Manager and Tier 1 Helpdesk respectively.  You function as a co-lead with the Store Manager on all new software updates and experience launches. Keep it Shiny: You’ll keep our facility in top shape by maintaining order and  cleanliness of our stores, experience rooms, and equipment for the guests.  You’ll help us ensure the store maintains a premium and professional experience at all times.
• Store Management: You’ll co-lead the creation of employee schedules to ensure adequate coverage during peak hours, while meeting state/federal scheduling laws.  You’ll work with the Lead on duty and rest of the store management team to maintain daily checklists and audits.  You’ll also keep track of, and ensure breaks are taken per state law or company procedures, while also assisting with the overall store timecard approval process.  You’ll demonstrate the ability to look beyond today’s bookings and actively pursue future bookings, ensuring a steady flow of business and sustained growth.  You’ll set achievable goals for sales and KPIs for their team while on shift, (including targets for B2Bs, Gift Cards, Experience Add-Ons, Food & Bev), while celebrating wins and using positive coaching to meet those goals as a team.
• Store Leadership: Consistently initiate check-ins with team members starting their shifts, providing a clear outline of the day’s goals, and how to achieve success. You’re consistently engaging with team members, offering in-the-moment coaching to keep performance and morale high.  You will partner with our Store Manager in the interview process for Guest Experience Guide Hiring.  You are also proactively identifying coaching opportunities in our Guest Experience Guides and Leads, and will partner with the Store Manager to deliver coaching and developmental goals.
• Training: You are well-versed in every part of store operations, and can seamlessly jump into specific areas for our Guest Experience Guides or Leads as needed.  You also help integrate our new Guest Experience Guides and Leads into the organization by providing on-the-job training of our full Guest Journey.  You’ll also have partial or full responsibility for our automatically assigned e-learning course catalog, and will help new staff complete the training while maintaining front-of-house service support.

What We Are Looking For:

• Leadership Experience: 2 years relevant experience as a leader in a retail operations management or hospitality industry.  
• Be Egoless: No room for personal agendas here
• Underdog Mindset: We love strong problem solvers who can adapt to change well
• Win Collectively: Positive attitudes are contagious, and we love winning as a team
• Physical Stamina: You will be on their feet for long periods of time. You’ll also occasionally be required to bend, lift up to 40 lbs., and/or walk up stairs. Physical Dexterity: For some technical issues, you’ll also need close-distance hand-eye coordination and ability to manipulate basic hand tools (e.g. screwdrivers).
• Weekend Availability: This role will have flexible scheduling, which we’ll work around availability where possible, but all staff are expected to have weekend availability in accordance with the needs of the location.
• Business Management Literacy: You should be proficient in “retail math” and business skills, including a working understanding of profit and loss statements and a comfort with data visualization tools (e.g. PowerBI, Tableau).

Benefits

• Paid time off
• Sick time401(k) + Match
• Medical, dental, vision, life, and disability insurance
• Health and wellness resources and discounts for all those who qualify
• Commuter (Transit and Parking) Benefits
• Exclusive savings on entertainment, shopping, hotels, and more
• Promotion Potential - over 40% of our store roles are promoted from within
• Referral Bonus Program
• Employee Discounts and Free Sessions
• “Positive Guest Review” Incentive Program