Job Description

Parties and Guest Experience Lead, Lip Lab

Status: Part Time (20 hours per week)

Reports To: Store Manager

Location: Toronto, Queen Street West

More than just a lipstick destination, Lip Lab cultivates an environment that champions fun, self-expression and creativity for both our valued guests and team members. We are deeply passionate about delivering exceptional, personalized service and take pride in our artistry, crafting high-quality, custom products that are as unique as the individuals who wear and create them from the perfect shade and surprising flavors to a name that reflects and celebrates your story.

If you're energized by forging genuine connections, driving impactful results, inspiring and leading teams, and empowering others to reach their full potential within a positive, vibrant, and authentically inclusive culture, then a Lead role at Lip Lab is the perfect opportunity for you!

The pay range for this position is $18.00 - $19.50 CAD per hour based upon store location. Most roles earn an additional $7 - $9 per hour in tips.* Offered pay is dependent upon experience and location.

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

If you're passionate about color, creativity, and providing exceptional customer service, we encourage you to apply. Join our team and help us make every day a little more colorful!