Lead Experience Associate - Nashville, TN
TOCA USA
- Franklin, TN
- Permanent
- Part-time
- Play Hard
- Care Deeply
- Grow Together
- Strive for Excellence
- Create Awesome Experiences
- Greet guests warmly and ensure their needs are met promptly and courteously.
- Assist guests with inquiries and provide information about our programs and services.
- Foster a positive and inclusive environment, ensuring all guests feel valued and respected.
- Handle guest feedback, concerns, and complaints in a professional and emphatic manner.
- Lead a team of front-line team members, ensuring they are performing their duties efficiently and upholding company standards.
- Delegate tasks and responsibilities to team members, ensuring smooth operations and optimal guest experience.
- Provide guidance, support, and training to new and existing teammates.
- Monitor facility cleanliness and presentation, ensuring that all areas are well-maintained and meet high standards.
- Assist in managing guest scheduling, reservations, enrollments, and events.
- Collaborate with other departments to ensure timely and accurate service delivery.
- Conduct daily facility walks and execute opening and closing checklists.
- Address and guest issues or concerns promptly and effectively, striving to exceed expectations.
- Escalate complex issues to the leadership team as needed and provide input on possible solutions.
- Maintain clear communication with teammates, providing updates on shift expectations, changes, and special requests.
- Relay relevant information to the leadership team, including feedback from guests and teammates.
- Able to communicate TOCA programming information to guests with a high degree of knowledge and accuracy.
- Manage guest registration, waivers, and inquiries for services and events.
- Assist in tracking attendance, collecting fees, and processing payments.
- Prepare reports related to guest participation, feedback, and facility utilization as required.
- Participate in ongoing sessions and meetings to stay updated on product knowledge, policies, and procedures.
- Provide input on team training needs and contribute to the execution of training materials.
- High school diploma or equivalent.
- Previous customer service, hospitality, or guest relations experience.
- Outstanding interpersonal and communication skills to engage with visitors, staff, and stakeholders.
- Passion for creating an inviting and welcoming environment that aligns with TOCA Soccer Training's values.
- Experience in managing customer relationships and ensuring high levels of satisfaction.
- Leadership experience or aptitude, with the ability to motivate and guide a team.
- Problem-solving skills and the ability to remain calm under pressure.
- Proficiency in basic computer applications (Google Suite, scheduling softwares, etc.).
- Availability to work up to 30 hours weekly, including evenings, weekends, and holidays.
- Ability to kneel, bend, reach, climb, and stand for long durations of time.
- Ability to move and lift equipment and supplies of 30+ pounds.
- Opportunity to lead the guest experience in a dynamic and innovative soccer training facility.
- Contribution to the growth and development of local soccer talent and community engagement.
- Positive and supportive team culture that values continuous improvement and excellence.