Assistant Experience ManagerReporting to: Experience ManagerDirect Reports: Sloomoo Institute Shift Leads + Sloomoo Institute Experience staffJob Type: Full Time (Salary Exempt)(availability to work nights and/or weekends a must)About Sloomoo Institute Sloomoo Institute is a rapidly growing interactive experience based on play, #satisfying through handmade slime, tapping into the senses, and ASMR. We are an art-inspired, immersive haven of color, design, and joy. Launched in 2019, Sloomoo Institute now has 4 locations and has been an enormous success, attracting over 1 million guests and billions of media impressions. A fifth flagship will be opening in LA in the late summer/early fall. Even more, slime play is known to support stress relief as much as it does your imagination! Driven by a mission to provide a reprieve from the chaos of the world and screen addiction, the brand has close ties to mental health non-profits and a dedication to inclusion as well as supporting neurodiversity through our experience and our workforce. Position SummaryThe Assistant Experience Manager working in conjunction with the Experience Manager will play a lead role in the daily operation and management of Sloomoo Institute, creating an inclusive culture and a warm welcome for our guests, volunteers and staff. The Experience Manager will be confident in managing people, projects and budgets, and will know when to delegate and when to take ownership. They will bring a positive and empowering attitude to the team, and their motivating approach will ensure a high standard of delivery across the site. They will be able to work with a range of different stakeholders and demonstrate flexibility and a proactive and diplomatic approach to problem-solving. Responsibilities:
- When the Experience Manager is off site, the Assistant Experience Manager assumes overall leadership of the guest experience, line management of the Attraction team, and responsibility for creating an exceptional experience for all guests
- Take personal responsibility for presentation and experience standards across the site.
- Support the Experience Manager with the strategic development of guest operations, including future resourcing priorities for admissions and the permanent and flexible seasonal staffing teams.
- Continually support and challenge the teams to maintain and improve the overall experience, championing developments that have a positive impact on the visit.
- Develop and maintain excellent working relationships with relevant leadership teams.
- Champion all requirements relating to accessibility including physical facilities and staff training, and delivery and improvements across the site.
- Experience with creating and managing shift schedules and scheduling software.
- Work closely with the marketing team to deliver local strategies and ensure that they are in line with the Sloomoo Brand.
- Support the Experience Manager to maximize guest admissions income and support the senior management team, with future forecasts and budgets.
- In conjunction with the Experience Manager control Attraction/Front of House Labor spend to ensure we are achieving budgets.
- Work closely with the Production team to support the needs of all guests.
- Support marketing efforts through videos, pictures, stories etc.
- Promptly responds to all changes and challenges and ensuring decisions are made with optimal guest/employee experience in mind.
- A team environment where slimetenders are cross-trained and able to lead any station.
- Consistent quality of team members.
- Consistent schedule among team members resulting in retention levels of 70%+.
- High net promoter score (nps) of at least 80% among employees.
- Positive guest reviews exceeding 4.5 stars.
- Retail sales averaging at least $15/guest.
- Maintaining appropriate staffing levels that meets head count and budgetary expectations.
- Other duties as assigned.Qualifications:
- 3+ years of experience of operational management within a guest-facing operation (essential) including hotels, restaurant/food & beverage, entertainment operations, museums, live events, cruise lines, or similar.
- Excellent time management and organizational skills.
- Excellent communication skills and a friendly and approachable manner with staff from across the organization, ensuring good working relationships.
- Ability to engage with colleagues in a diplomatic manner, with firmness where necessary.
- Energetic, perceptive, confident problem solver with a good sense of humor.
- This position requires prolonged periods of standing, walking, repetitive motions, arm waving, bending, kneeling and climbing, at times while wearing a costume or uniform.
- Thorough knowledge of Microsoft Office, Google Suite, Slack, Project Management Systems (Asana or similar).
- All applicants must be able to lift up to 50 lbs.
- All qualified candidates are required to pass a criminal background check.
Inclusivity Commitment:Sloomoo Institute is a company that respects and welcomes the uniqueness of each employee and offers everyone the means to find their place and thrive. We are committed to equal employment opportunities, career development opportunities and promoting initiatives aimed at creating a culture that is meaningful, innovative and successful. Sloomoo Institute does not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, status as a protected veteran, status as an individual with neurodiversity or a disability or other applicable legally protected characteristics.