Retail Parties & Guest Experience Lead, Lip Lab - Upper East Side

The Role

The Parties and Guest Service Lead is responsible for delivering a best-in-class guest experience while supporting the systems, processes, and daily operations that drive store performance. This role plays a key part in ensuring the store runs smoothly, appointments are effectively managed, and party experiences are executed at a high level.

In addition to supporting day-to-day operations, this position helps maintain a fun, inclusive, and engaging environment for both guests and employees. The ideal candidate brings strong guest service skills, operational awareness, and the ability to lead with positivity and professionalism.

What We Are Looking For

Minimum of 2 years of experience in guest services, hospitality, retail leadership, or a similar customer-facing environment
Strong multitasking, organizational, and delegation skills
A leader who sets the tone through a positive, can-do attitude and a willingness to go above and beyond
Proficiency with POS systems, Microsoft Excel, Word, Outlook, and Google Docs
Experience working in an appointment-based business and managing related systems
Ability to identify opportunities within the team, provide coaching, and partner with management on training and follow-up
Comfortable working in a fast-paced, high-volume environment
Strong communication skills with the ability to professionally support guest concerns and team needs
Physical ability to meet the demands of the role, including standing for extended periods, lifting up to 30 pounds, and kneeling or squatting as needed

What You Will Do

Deliver a unique, engaging, and entertaining guest experience from start to finish
Confirm reservations, welcome guests, manage appointment flow, and support the completion of guest reservations
Host parties and lead party experiences to ensure they are organized, memorable, and aligned with Lip Lab service standards
Partner closely with the Store Manager and Assistant Store Manager to ensure service expectations are met and business goals are achieved
Support the business through strong appointment management and effective coordination with the leadership team
Help manage the appointment system and support issue resolution, including guest concerns, in partnership with the Store Manager and Assistant Store Manager
Oversee the party booking process, including communication, scheduling, and invoicing, to ensure a seamless guest and team experience
Serve as Manager on Duty when needed, helping to oversee the floor and ensure appointments and parties run smoothly
Monitor daily, weekly, and monthly goals and key performance indicators, and support coaching and team development as needed
Contribute to a positive team culture by leading through service, collaboration, and accountability

What We Are Looking For

1+ years of experience demonstrating strong leadership abilities and interpersonal skills
Excellent communication and problem-solving abilities
2+ years’ experience in retail, hospitality, or a related field
Passion for customer service and a positive attitude
Ability to multitask and prioritize tasks effectively
Strong organizational and time management skills
Proficiency in POS systems, including Shopify or similar platforms, as well as in Microsoft Outlook, Excel, and Word
Physical ability to stand for extended periods, lift up to 30 lbs., and perform repetitive tasks.

What We Offer

Competitive pay and tips! *The range cited for tips is approximate based on tips received by current employees. Kendo cannot guarantee that any hired applicant will receive tips or tips that will fall within this range.
Comprehensive benefits package
Paid time off and holidays
Employee discounts
Opportunities for career growth and development
A fun and supportive work environment