Guest Experience Lead Jobs
Guest Experience Lead jobs are open across hospitality, retail, entertainment, and travel, at levels from team lead to senior manager, with specializations in front-of-house operations, service recovery, and loyalty program oversight. Find a role that fits below and apply directly.
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Assistant General Manager
Company/Location: CM Ventures Inc, DBA Kilwins
Reports to: General Manager
JOB SUMMARY
The
Assistant General Manager
is responsible for delivery of the Kilwins experiential culture,
store
conditions and
operation of the store. This position requires leadership skills and
experience in retail or
hospitality operations. They must have a clear understanding of the
store’s business goals and monitor,
analyze and report on results as directed by the General
Manager. They will spend 90% of their time on
the sales floor driving sales, while helping
manage labor, overhead and food costs. They must have a
clear understanding of all Kilwins
retail systems and how these systems deliver the Kilwins operating
model. Responsibilities include delivering a caring Kilwins experience to customers, employee
supervision, training and development, store merchandising, quality control and continuous
improvement.
ESSENTIAL FUNCTIONS
1. Provide integrity, honesty, and knowledge
that promotes the culture, values and purpose of
Kilwins Brand.
2. Works with the store owners to ensure the Kilwins proven model is followed to
increase sales and profitability.
3. Upholds alignment of all training systems with Kilwins brand standards and
expectations for
franchise stores.
4. Able to serve in the General Manager capacity in his or her absence.
5. Must have a thorough knowledge and understanding of all aspects of Kilwins retail operations
and the ability to train and perform in all areas.
6. Ability to build the strength and knowledge of the team through cross training and effective
feedback and follow-up.
7. Ability to manage store operations independently and cover entire shifts as needed.
8. Must be able to travel to and work in stores during the busiest time on a daily and weekly
basis
including days, evenings, nights, weekends, holidays. This is a retail sales position not an office
role.
9. Ability to understand all aspects of the online store operations and assist if needed. The
majority
of time is spent leading the team, ensuring the brand promise is delivered through
direct
customer interaction.
10. Displays a positive mental attitude and example by behavior for the store team.
11. Provides coaching direction and takes action to achieve operational goals.
12. Constantly reviews store environment and key performance indicators to identify problems,
concerns, and opportunities for improvement.
13. An energetic personality who enjoys the retail environment and creating a fun and exciting
store
environment for everyone.
14. Assists General Manager in fulfilling customer satisfaction, employee supervision,
scheduling,
merchandising, quality control, and training to our brand standards.
15. Displays a
“Customer Comes First”
attitude by training and holding people accountable for
delivering exceptional customer service.
16. Assists in maintaining adequately trained staff levels and adherence to applicable wage and
hour laws.
KNOWLEDGE, SKILLS, AND ABILITIES
1. Leadership skills, with the ability to coach and mentor others
2. Customer service oriented with a great personality and demeanor
3. Ability to multi-task and meet deadlines
4. Effectively manage conflict
5. Manage store operations independently
6. Knowledge of and ability to use all online and support systems
7. Organizational and planning skills
8. Problem-solving skills
9. Team-building skills
10. Ability to handle confidential and sensitive information
11. Knowledge of proper food handling and sanitation procedures
12. Ability to manage and follow established documentation system
13. Must have exceptional written and verbal communication skills in the English language
of
time is spent leading the team, ensuring the brand promise is delivered through direct
customer interaction.
14. Assists General Manager in fulfilling customer satisfaction, employee supervision,
scheduling,
merchandising, quality control, and training to our brand standards.
15. Displays a
“Customer Comes First”
attitude by training and holding people accountable for
delivering exceptional customer service.
16. Assists in maintaining adequately trained staff levels and adherence to applicable wage and
hour laws.
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
1. Must be able to occasionally lift 50 pounds
2. Must be able to stand for long periods of time in retail store or training environment
3. Must be able to travel by aircraft and drive an automobile and have a valid driver’s license
EDUCATION AND EXPERIENCE
1. Must have leadership skills
2. Previous sales and retail management experience
3. Proficient in Microsoft tools such as Outlook, Excel and Word
4. Previous franchising experience preferred
5. College degree preferred
OTHER DUTIES
Please note this job description is not intended to cover a comprehensive listing of all activities,
duties
or responsibilities that are required of the employee for this job. Individuals may perform
other duties
as assigned including working in other areas to cover absences or to equalize peak
work periods or
otherwise balance the workload.
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Find Guest Experience Lead JobsGuest Experience Lead Job Market
Who's Hiring
- Bob's Discount Furniture32
- European Wax Center23
- lululemon22
- Marriott International12
- Under Canvas10
Top Industries Hiring
- Retail
What Employers Look For
The qualifications that appear most often in guest experience lead jobs.
- Two or more years of supervisory experience in a hospitality or service environment
- Demonstrated ability to resolve guest complaints and de-escalate service failures
- Proficiency with property management systems or point-of-sale platforms
- Strong verbal communication skills and professional presence on the floor
- Experience coaching, scheduling, and performance-managing front-line service staff
- Familiarity with Net Promoter Score, CSAT, or similar guest satisfaction metrics
Tips for Your Guest Experience Lead Job Search
Quantify your service recovery outcomes
Guest experience lead resumes that land interviews show measurable results from past roles, reduced complaint escalation rates, improved satisfaction scores, or faster resolution times. Pull those numbers from internal reports before you apply.
Tailor your resume to the venue type
A luxury hotel operation expects different language than a theme park or retail flagship. Match your resume's examples to the environment you're targeting, the terminology, scale, and guest demographics differ enough that generic summaries lose hiring managers fast.
Apply early to roles that fit
Migrate Mate lists guest experience lead openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Highlight cross-functional coordination experience
Guest experience leads routinely coordinate with housekeeping, food and beverage, security, and facilities teams. Call out specific instances where you bridged departments to resolve a guest issue, hiring managers for this role prioritize that skill explicitly.
Prepare a scenario-based interview story bank
Interviews for this role almost always use behavioral questions about de-escalation, team coaching, and high-pressure service moments. Build four to five concise stories in advance, each tied to a different competency, so you're not improvising under pressure.
Negotiate shift differentials and benefit structure
Guest experience lead roles often involve evening, weekend, and holiday coverage. When an offer arrives, ask specifically about shift differential pay, PTO accrual rates, and schedule flexibility, these variables matter more here than in standard nine-to-five roles.
Guest Experience Lead Jobs: Frequently Asked Questions
Which companies are hiring the most guest experience leads?
The most active employers for guest experience leads right now are Bob's Discount Furniture, European Wax Center, and lululemon, and the most openings are in Texas, New York, and Florida, based on current listings on Migrate Mate as of November 2026. Hospitality groups and large retail operators tend to post the highest volume at any given time.
How many guest experience lead jobs are remote?
About 8% of guest experience lead openings are fully remote or hybrid as of November 2026, which is relatively low compared to most professional roles. The sub-areas most likely to offer remote or hybrid arrangements include corporate guest experience strategy, customer success, and digital concierge program management, while floor-based supervisory roles are almost always on-site.
How do you become a guest experience lead?
Start by building front-line service experience in hospitality, retail, or entertainment, then move into roles that include informal team leadership, covering shifts, training new hires, or handling escalations. Develop fluency with property management or customer relationship tools your target industry uses. When you apply for lead roles, emphasize coaching experience and measurable service improvement outcomes over tenure alone.
Can you get a guest experience lead job with little experience?
Yes, some employers hire candidates into guest experience lead roles from strong front-line backgrounds even without formal supervisory titles. Focus on experience where you trained colleagues, resolved escalated guest issues, or took on shift responsibility informally. Smaller properties and independent operators are more open to promoting quickly than large branded chains, so targeting those employers improves your odds early in your career.
What does the guest experience lead interview process look like?
Most employers run a phone or video screen first, followed by one or two on-site rounds that include a behavioral interview and sometimes a walkthrough of the property or floor. Expect situational questions about handling upset guests, managing team conflicts during peak hours, and meeting service metrics. Some hospitality employers add a panel interview with department heads from operations, HR, and food and beverage.
Where can I find and apply to guest experience lead jobs?
You can find and apply to guest experience lead jobs on Migrate Mate, which lists current openings from across the United States. Search the listings to find roles that match your background and location, then apply directly to each one that fits.
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