Shift Lead (Key Holder)

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 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 stores, experience rooms, and equipment for the guests.  You’ll help us ensure the store maintains a premium and professional experience at all times.
• Shift Management: You will most often operate as an “Opener” or “Closer” as the leader-on-duty for some or all of 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.