The Role at a Glance 

The Experience Cover is a trusted expert across all FAO Schwarz in-store experiences, adapting to the atmosphere, energy, and characters of each to ensure they remain unique and world-class. This role is responsible for stepping into full or partial experience shifts, ensuring operational standards are met, and also providing seamless coverage during breaks, callouts, and peak moments. 

Stepping confidently into any situation and delivering to the highest standard, the Experience Cover plays a critical role in elevating the guest experience and protecting commercial opportunity. You’ll anticipate needs, remove barriers, support new hires, and flex across the floor to ensure experiences run smoothly and no opportunity is missed. 

Creating the Magic 

As an Experience Cover, you will: 

• Perform and support all experiences to the highest standard, confidently stepping into any role and setting the bar for energy, quality, and guest engagement. 
• Apply and adapt sales strategies across all experiences, ensuring no guest opportunity is missed, and role-modeling strong selling skills during cover moments. 
• Engage guests with ease by adapting your style, tone, and performance to different ages, group dynamics, and cultural expectations. 
• Be a trusted expert across all experiences, confidently answering questions and guiding guests, and know when and how to step in to support 
• Captivate audiences by creating buzz, managing flow, and sustaining excitement, even when stepping in mid-experience  
• Stay curious and hungry to improve by seeking out feedback and continuously refining how experiences are delivered. 
• Support all experiences in being operationally set up for success by proactively handling preparation, replenishment, organization, and readiness. 
• Actively flex across the floor to support the wider team, stepping in without direction to protect a world-class guest experience. 
• Support new starters by helping them learn the ropes, sharing best practice and building confidence in their experience delivery.

What Success looks like 

You’re doing well in this role when: 

• Guests experience consistent magic, energy, and connection across all experiences, regardless of who is covering. 
• You confidently engage guests of all ages and adapt seamlessly to diverse experiences and audiences. 
• Groups naturally gather and stay engaged when you are covering, even during busy or transitional periods. 
• Experiences continue to run smoothly during breaks, absences, or peak periods without any loss of quality or immersion. 
• Leaders trust you to anticipate needs and act without being asked. 
• New starters feel supported, confident, and better prepared after working with you. 
• Selling opportunities are protected and maximized during cover moments. 
• You are recognized as a calm, capable, and proactive presence on the floor.  

This role aligns with Level 2 in our Career Framework. It is designed as a key development step for team members progressing toward Lead (Manager 3) or (IC3) roles. 

What you’ll bring 

This role is for someone ready to lead through action, consistency, and example. 

• Strong experience delivering multiple FAO Schwarz experiences with confidence and high standards 
• A natural ability to engage guests of all ages and to adjust your approach to suit different experiences and group dynamics 
• Confidence captivating groups, managing energy, and sustaining engagement throughout the experience 
• A curious, hungry, and coachable mindset with a desire to keep learning, improving, and expanding your experience and knowledge 
• Strong situational awareness and the initiative to step in without being asked 
• Confidence supporting peers, and helping new starters build skills 
• Clear communication and strong collaboration with leaders and team members 
• Ability to flex across experiences, priorities, and areas of the floor during a shift  
• Resilience, composure, and positivity during busy, high-traffic periods
• Retail, hospitality, or experiential experience is a plus – curiosity and attitude matter most 

Our Commitment  

FAO Schwarz is proud to be an inclusive workplace where everyone feels welcome to bring their full selves to work. We believe diverse perspectives make the magic stronger, and we are committed to creating an environment where everyone can thrive.

This job description should not be construed to contain every function/responsibility that may be required to be performed by this role. Employees are required to perform other related functions as assigned.