Lead Guest Experience Guide

Job Summary:

Join our vibrant team as a Sandbox VR Lead Guest Experience Guide at The Falls Shopping Center, where your leadership, enthusiasm and dedication will create memorable moments for our visitors! In this dynamic role, you will be the friendly face and helpful resource that enhances every guest’s virtual reality experience. From training, leading staff and guiding visitors through gearing-up to ensuring safety and exceptional service, you’ll be at the heart of delivering fun, engaging, and safe entertainment. Your energy and professionalism will inspire staff and guests of all ages to enjoy their time with us to the fullest!

What You Will be Doing:

• Deliver a World-Class Guest Experience: You'll enthusiastically and confidently stay near our entrance, encouraging people to come inside, and welcoming our guests upon entry. You’ll guide them through their experiences, ensuring every moment is exceptional, from gearing up to gearing down. Guests will leave excited to share their personalized videos and photos and eager to explore new experiences in the future. You’ll also be well-prepared to step in to enhance the experience by proactively providing guidance on the surrounding retail area or handling within-store Guest escalations whenever required.
• Technical Support and Troubleshooting: You’re proficient in utilizing various computer and tablet technologies. You’ll master our proprietary technology as the go-to technical expert for the store when you’re on duty, ensuring all play areas and equipment are appropriately calibrated at all times. You’re also helping guests fit into their gear properly while lightheartedly addressing any technical mishaps, such as "robot upgrades" to maintain guest immersion.
• Keep it Shiny: You'll keep our facility in top shape by maintaining order and cleanliness of our store, experience rooms, and equipment for the guests. You’ll help us ensure the store always maintains a premium and professional experience.
• Shift Management: You will most often operate as an “Opener” or “Closer” as the leader-on-duty for some or all your shift. You’ll work with the store team to maintain daily checklists and audits. You’ll proactively manage our day-of labor spend in accordance with pre-booking and unscheduled walk-ins, including break times. During periods of downtime, you’ll proactively lead the team in maximizing walk-in potential.
• Shift 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.
• Training: You will 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 training while maintaining front-of-house service support.

What We Are Looking For:

• 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 your feet for long periods of time. You’ll also occasionally be required to bend and/or lift up to 40 lbs.
• 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.
• Leadership Experience: Minimum one year of relevant experience at the operations management level in a retail or hospitality industry (preferred).
• Please note, we only accept applications from individuals who are 18 years of age or older.

Benefits:

• Promotion Potential - over 40% of our store roles are promoted from within
• Employee Discounts and Free Sessions
• “Positive Guest Review” Incentive Program

Join us in creating unforgettable experiences! We are committed to providing a paid opportunity where your enthusiasm and leadership make a difference. Bring your passion for guest engagement and safety to our team — together, we’ll make every visit extraordinary!

Pay: From $18.00 per hour

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Ability to Commute:

• Miami, FL 33176 (Required)

Work Location: In person

Salary : $18