Team Lead

Description

Team Leads are positive and motivating leaders for the entire team. Team Leads support location leadership in fostering a positive culture and contributing to the personal development of their teammates. This position ensures the proper training and execution of revenue-driving practices and guest service skills by all game master and front desk teammates. Team Leads are responsible for the day-to-day operations of the location during the shifts they are scheduled. They maintain complete ownership and accountability over the cleanliness and maintenance of the location. They play an integral role in the communication and carryout of processes and procedures passed down by the General Manager.

Requirements

TRAINING AND TEAM DEVELOPMENT: Supporting hiring and developing confident, cross-trained teammates.

• Responsible for leading the training of teammates in the Front Desk position
• Ensures all the proper skills and guest service abilities are instilled with new hires and maintained with veteran teammates
• Sets and tracks personal goals in Paylocity
• Absorb
• Key Skills
• Paylocity
  

STORE OPERATIONS: Leading the shift and managing the location day-to-day.

• Oversees carryout of day to day operations, ensuring that all bookings and guests are handled with care
• Creates a plan for executing each wave of bookings and managing the timing and completion of team member breaks
• Assists in finding coverage and facilitating shift swaps when needed
• Performs Game Master and/or Front Desk duties on a daily basis
• Labor Management & Daily HPE:
• Monitors daily HPE trends and same-day bookings
• Sends team members home when the scheduled coverage isn’t needed
• Stays close to training hours and maximizes “down” time
  

LOCATION HEALTH: Owning maintenance systems to ensure quality experiences.

• Ensures the front desk is tidy and organized, maintaining the systems that support our front end processes
• Owns organization of the Google drive
• Owns the timely execution and quality of email communication and organization
• Conducts walkthroughs of the lobby, front desk and suite (if applicable) on a weekly basis
• Prioritizes and delegates cleaning and maintenance tasks to team members throughout the week
• Oversees the maintenance and upkeep of the location. Completes organization and cleanliness of merchandise, marketing collateral and suite asset inventory
• Oversees and ensures the completion of daily duties
• Ensures all guest-facing and non-guest facing areas listed in the Location Health audit are kept clean and tidy
  
  

REPORTING AND BACKEND EXECUTION: Supporting leadership with backend tasks that drive visibility, accountability, and informed decision-making.

• Executes and roll out all new processes and procedures delegated to them by the GM
• Assists GM with: Snapshot, Weekly Loaf, Expense Reporting & Receipts, Tax Audits & Cash Deposits (if applicable)
• Updates Google My Business
• Ensures adequate backstock quantities of package assets & general location collateral
• Assists with POS Disputes
  
  

COMMUNICATION & EXECUTION: Amplifying the “why” behind new rollouts and supporting the team in staying connected to Red Door’s bigger picture.

• Motivates the team and supports the why behind new initiatives rolled out
• Supports team motivation by communicating to the GM when team members have earned Work Tango points
• Communicates information regarding product health, store updates, culture updates, training progress, low supplies, and metric insights through daily leadership posts
  
  

Responsibilities that may be delegated to individual Team Leads for personal ownership:

• Social Content Creation
• Weekly Loaf
• Cash Deposit / Change Runs
• Weekly Snapshot
• Market Outreach
• Maintenance Supply, Cleaning Supply and Inventory Supply store runs
• Package Catering Pickup
  
  

Success Looks Like

• Maintains the full support and trust of the entire team no matter how difficult situations may become.
• Staff are all highly trained due to the lucrative and thorough efforts of the team leads.
• All teammates are well-versed in speaking to and assisting guests with all questions and booking inquiries.
• All teammates are on board with and understand current promotions and marketing initiatives.
• The General Manager sees them as highly reliable for delegation and execution of any task necessary to promote the betterment of the team.
  
  

KPIs

• Training Timeline
• Phone Shop Success
• Maintenance Score
• LDO % of Bookings / Revenue
• Guest feedback (Guest reviews or NPS)
• Labor (HPE)
• Location Health, Team Performance, and Marketing Audits
• Social Score