Lead Experience Guide (Lead Front Desk Associate) at The NOW Greenwood Villiage — Greenwood Village, CO

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
• Bonus based on performance
• Competitive salary
• Dental insurance
• Employee discounts
• Free uniforms
• Opportunity for advancement
• Paid time off

Lead with Purpose. Drive Sales. Inspire Your Team.

Are you a natural leader who thrives on coaching others, building relationships, and achieving goals? Do you love sales, guest service, and developing people? If so, we'd love to meet you.

The Lead Experience Guide is the right hand to the General Manager and plays a key role in driving the success of the boutique. This position is perfect for someone who enjoys leading by example, coaching a team to exceed sales goals, creating exceptional guest experiences, and helping build a positive, high-performing culture.

At The NOW Massage, we believe in developing leaders from within and creating an environment where both our guests and team members can thrive.

Schedule

• Full-Time
• Flexible availability required
• Must be available to work days, evenings, weekends, and holidays as needed
• Leadership schedule based on business needs

Job Summary

The Lead Experience Guide is responsible for leading the Experience Guide team while partnering closely with the General Manager to drive boutique performance. This role focuses heavily on membership sales, guest experience, coaching, team development, and operational excellence.

As the acting manager in the absence of leadership, the Lead Experience Guide sets the tone for the team, motivates others to achieve goals, and helps create an exceptional experience for every guest who walks through our doors.

What You'll Do

Sales Leadership

• Lead the Experience Guide team in achieving daily, weekly, and monthly membership, enhancement, retail, and gift card sales goals.
• Coach Experience Guides on effective sales techniques through role-playing, observation, and real-time feedback.
• Monitor individual and team performance metrics and celebrate wins while identifying opportunities for improvement.
• Help create contests, incentives, and strategies that motivate the team and drive boutique performance.
• Partner with the General Manager to develop action plans to increase memberships, guest retention, and overall revenue.

Team Leadership

• Serve as the General Manager's right-hand person and act as manager on duty when leadership is unavailable.
• Lead by example through exceptional guest service, professionalism, and accountability.
• Mentor, train, and onboard new Experience Guides.
• Hold team members accountable to company standards while providing consistent coaching and encouragement.
• Foster a positive, supportive, and goal-oriented team culture.
• Conduct shift huddles and communicate daily priorities to the team.

Guest Experience

• Deliver an exceptional guest experience from arrival through checkout.
• Resolve guest concerns professionally and confidently, turning challenges into positive experiences.
• Ensure every guest receives personalized recommendations for memberships, enhancements, retail products, and future visits.
• Maintain boutique presentation and operational excellence throughout every shift.

Operations

• Assist with scheduling and shift coverage as needed.
• Ensure all opening and closing procedures are completed accurately.
• Maintain accountability for cash handling, transactions, inventory, and boutique standards.
• Communicate opportunities, concerns, and ideas directly with the General Manager.
• Help maintain smooth day-to-day operations while supporting company initiatives.

Qualifications

• 2+ years of sales and customer service experience
• Previous leadership, supervisor, or management experience preferred
• Proven ability to coach others to achieve sales goals
• Strong membership or commission-based sales experience preferred
• Excellent communication and leadership skills
• Ability to motivate and inspire a team
• Strong problem-solving and conflict-resolution abilities
• Organized, detail-oriented, and able to multitask in a fast-paced environment
• Comfortable using computers, scheduling software, and POS systems
• Passion for wellness, hospitality, and developing others

What We Offer

• Competitive hourly pay based on experience
• Monthly bonus opportunities
• Leadership development and advancement opportunities
• Paid training
• PTO and paid sick time
• Health, dental, and vision insurance
• SIMPLE IRA with employer match
• Employee discounts
• Complimentary massage benefits
• Supportive, locally owned leadership team
• Beautiful boutique environment
• Free parking with plenty of convenient spaces

About The NOW Massage

The NOW Massage was designed as an oasis where guests can disconnect from the outside w