Service Desk Team Leader

About Our School

Each Paul Mitchell school is independently owned and operated and committed to providing a high-quality educational experience. We support Future Professionals, our students, in developing strong technical skills, creativity, professionalism, and a sense of community. Our programs in cosmetology and other state-approved disciplines prepare students to achieve state licensure and pursue their career goals in a collaborative, inclusive, and student-centered learning environment.

About the Role

The Guest Experience Team Leader is responsible for leading, coordinating, and supporting guest experience operations within the clinic environment. This role ensures consistent execution of guest service standards, oversees front-of-house operations, retail product inventory and display, and provides coaching and support to Guest Experience Team Members. This position focuses on execution, consistency, and people leadership and does not provide licensed instruction, evaluate technical skills, manage budgets, or enforce academic or sanitation compliance.

Responsibilities

• Lead and coordinate daily guest experience operations to support smooth guest flow and service transitions.
• Provide coaching, guidance, and support to Guest Experience Team Members.
• Monitor guest experience execution and escalate operational issues as needed.
• Support scheduling, coverage, and coordination of guest experience staff.
• Serve as an escalation point for guest service concerns and ensure timely resolution through appropriate channels.
• Reinforce approved guest experience systems, standards, and behaviors.
• Partner with operations and education leadership to align guest flow with clinic and classroom needs.
• Communicate priorities, observations, and operational needs to leadership.
• Support opening and closing procedures and ensure guest-facing areas meet presentation standards.
• Oversee and manage retail products, displays, and shelves. Report product inventory to the School Director.

Requirements

• High school diploma or equivalent required; additional experience in leadership, hospitality, or service operations preferred.
• Prior experience in guest services, front desk operations, or service-based leadership roles preferred.

Skills

• Ability to coach and support team members effectively.
• Strong oral and written communication, organization, and problem-solving skills.
• Ability to balance guest service priorities with operational needs.
• Working knowledge of scheduling, point-of-sale, and guest management systems.
• Ability to maintain professionalism and composure in a fast-paced environment.

Schedule

This role is performed primarily on-site at the school location. No remote work is available for this position. Work schedules vary by location and role, based on operational need, and may include:

• Daytime, evening, or weekend hours based on the school's program schedule.
• Occasional mandatory weekend days.
• Occasional school events, outreach, or activities outside of standard hours.