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Overview

The Experience Lead is the primary guardian of the BVO environment during active shifts. This role ensures operational excellence while maintaining the integrity of the guest experience. You are the heartbeat of the floor, providing leadership that balances logistical efficiency with high-quality service and team support.

Key Responsibilities

• Opening Responsibilities (Start of Day):
• Conduct a full walkthrough of the environment to ensure all technical and physical elements are functional and "show-ready."
• Lead the morning "huddle" to brief the Crew on daily goals, special events, and station assignments.
• Verify that all point-of-sale systems and entry points are calibrated and ready for the first guests.
• Operational Oversight: Orchestrate daily floor flow, managing crew breaks and station rotations to ensure the experience remains seamless and well-staffed.
• Quality Control: Maintain high standards of facility presentation by performing regular walkthroughs, identifying and resolving any environmental or technical issues immediately.
• Crew Support: Act as the direct point of contact for the team, fostering a positive work environment through active coaching, clear communication, and real-time feedback.
• Guest Resolution: Handle elevated guest inquiries and concerns with professionalism and empathy, ensuring every visitor has a smooth and memorable experience.
• Safety & Compliance: Ensure all safety protocols and operational procedures are strictly followed to protect the crew, the guests, and the physical space.
• Closing Responsibilities (End of Day):
• Oversee the safe egress of all guests and perform a final sweep of the facility for lost items or maintenance needs.
• Supervise the reconciliation of all cash drawers and financial reports from the Gift Shop and Entry points.
• Complete a daily shift report detailing maintenance needs, crew performance, and guest feedback for the leadership team.
• Ensure the facility is secured, alarmed, and powered down according to standard operating procedures.

What We’re Looking For

• Proven leadership experience in high-traffic retail, hospitality, or entertainment environments.
• The ability to maintain a calm, decisive presence under pressure.
• Strong interpersonal skills and a "people-first" approach to management.
• Exceptional attention to detail and a proactive approach to problem-solving.

Work Style

• Decisive, observant, and adaptable.
• Comfortable leading a diverse team in a fast-paced environment.
• Leads by example, setting the tone for professional excellence on the floor.

Schedule

Flexible, including weekends, nights, and special events.

Why Join the BVO Crew

BVO is a living, evolving experience where we take Play seriously. We are a crew of creative world-builders grounded by the Seven Codes.

We move with Courage into the unknown and honor Craft in every detail. Here, you aren’t just staff; you are part of a Community built on Connection and mutual respect.

We stay Curious to keep our stories growing, use Coherence to keep our multiverse aligned, and hold a deep Commitment to our work and each other. If you’re ready to build something Memphis has never seen before, you’ll fit right in.