Front Desk Manager

Job Summary:

The Front Desk Manager is a key front-of-house leader responsible for overseeing daily reception operations and managing the Experience Guide team to deliver a consistent, elevated guest experience aligned with The NOW brand truths. This role serves as the primary leader for front desk operations, directly supervising Experience Guides and partnering with the General Manager to drive boutique performance, service standards, and team development.

The Front Desk Manager sets the tone for hospitality, professionalism, and operational excellence while ensuring smooth day-to-day boutique flow.

Brand Culture Expectations:
Embrace and model The NOW brand truths:

• Live in The Now.
• Kindness Is Magic.
• Care for Those Who Care for Others.
• Authenticity Always.

Why The NOW:

• Competitive compensation with performance-based team bonuses.
• Health benefits including vision and dental for FT.
• 401(k) plan eligibility after one year.
• Clear career growth and leadership development opportunities.
• Aesthetically inspiring, wellness-focused work environment.
• Team member service and retail discounts.
• A positive, empathetic, and supportive team culture.
• An inclusive workplace where diversity is celebrated.

Key Responsibilities:

• Lead, supervise, and develop the Experience Guide team to deliver exceptional guest service.
• Oversee all daily front desk operations, including guest check-in/check-out, appointment flow, phone and digital communication, and POS accuracy.
• Act as the primary on-site leader for front desk operations, resolving guest concerns promptly and professionally.
• Drive performance in memberships, enhancements, retail, and gift card sales.
• Lead by example in hospitality, sales conversations, and brand presentation.
• Support hiring, onboarding, training, and ongoing performance coaching for front desk team members.
• Assist with scheduling and ensure proper shift coverage.
• Maintain boutique presentation, cleanliness, and functionality to brand standards throughout each shift.
• Complete opening and closing duties and ensure all operational checklists are followed.
• Partner with the General Manager and Owner on boutique initiatives, events, and local community outreach.
• Ensure compliance with cash handling, reporting, and operational procedures.

Requirements:

• Previous Front Desk Supervisory or management experience in a spa, retail, hospitality, or wellness environment.
• Strong passion for guest experience, hospitality, and team leadership.
• Ability to train, coach, motivate, and hold team members accountable in a fast-paced setting.
• Excellent communication, interpersonal, and problem-solving skills.
• Confidence using booking systems, POS platforms, and sales reporting tools.
• Flexible availability, including evenings, weekends, and holidays.
• Professional, polished demeanor with a strong sense of ownership.
• Must be a collaborative leader who leads by example.

About The NOW:

The NOW is a modern massage boutique founded on the belief that self-care is a necessity, not a luxury. Designed as an oasis from today’s fast-paced digital world, The NOW offers high-quality, affordable massage services in a beautifully curated environment. Since launching in 2015, The NOW has grown rapidly with locations nationwide, redefining the standard for accessible wellness.

The Company is proud to be an equal opportunity employer.