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Job Description
SAA Shift Lead Location:
The St. James - Springfield, VA About The St.
James:
The St. James is a premier sports, wellness, and entertainment brand, empowering people of all ages to reach their peak potential. Our 450,000-square-foot flagship complex in Springfield, VA, offers a unique combination of world-class sports venues, elite training spaces, recovery amenities, and athletic and wellness programs. We also operate Performance Club locations in Springfield, VA, and Bethesda, MD, providing signature group classes, customized performance training, recovery, and high-performance programming in convenient club settings. From comprehensive training to family-friendly fun, lifestyle events, and sporting experiences, The St. James is your destination to discover your best self.
Our People & Culture:
At The St. James, we are in the business of human development. Our success in delivering exceptional guest experiences—experiences that engage, inspire, and delight—depends on our ability to recruit, retain, and cultivate team members who embody the true spirit of hospitality. We seek individuals who are committed to personal and organizational excellence, who are proactive and action-oriented, and who thrive in a collaborative team environment. If you have a passion for service and a dedication to continuous growth, we want you to be part of our team. Core Responsibilities 1. Guest Experience Ownership Take full responsibility for the guest experience during your shift. Maintain constant visibility on the floor and engage with guests proactively. Resolve guest concerns quickly, professionally, and confidently. Anticipate challenges before they impact the experience. Ensure energy, enthusiasm, and professionalism reflect the SAA brand at all times. Lead by example in delivering an experience that exceeds expectations. 2. Team Leadership & Real-Time Management Lead, coach, and hold team members accountable in real time. Ensure attraction zones have sufficient staffing based on guest volume and flow. Proactively redeploy staff to high-traffic areas to maintain operational balance. Provide immediate feedback to elevate performance and service standards. Support Party Hosts and Front Desk team members to ensure seamless execution. Reinforce urgency, awareness, and professionalism across the team. Foster a culture of teamwork, ownership, and pride in execution. 3. Operational Floor Control Monitor guest flow and mitigate lines at attractions before they impact the experience. Adjust positioning and coverage to maintain strong pacing across the facility. Supervise opening, mid-shift, and closing operational procedures. Ensure all attractions are operationally ready and properly presented. Maintain strong communication with management and other shift leaders. Assist with special events, high-volume weekends, and peak operational periods. 4. Safety & Risk Management Be proactive from a safety standpoint — identify risks before they escalate. Enforce all safety rules, attraction guidelines, and participation requirements. Intervene immediately when unsafe behavior or congestion is observed. Conduct consistent floor walkthroughs to ensure compliance and awareness. Document and report incidents in alignment with company procedures. Ensure all team members are properly trained and executing safety protocols. 5. Facility Standards & Environment Ensure a clean, organized, and brand-ready environment at all times. Conduct routine inspections of attractions and guest areas. Coordinate with maintenance and management to resolve facility concerns quickly. Maintain presentation standards that reflect a premium active entertainment experience. What Success Looks Like Guests leave saying it was organized, safe, high-energy, and worth coming back for. The team operates with urgency, awareness, and confidence. Lines are controlled and guest flow is smooth. Safety issues are prevented — not reacted to. The Shift Leader is calm, decisive, and visibly in control, even during peak volume. Qualifications Previous experience in a supervisory or leadership role (hospitality, entertainment, recreation, or high-volume retail preferred). Strong leadership presence with the ability to command a fast-paced environment. Excellent communication and interpersonal skills. Proven ability to manage teams in high-energy, guest-facing settings. Strong problem-solving and decision-making abilities. Understanding of safety protocols within active or recreational environments. Availability to work nights, weekends, and peak operational periods. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
