What are the responsibilities and job description for the Guest Experience Lead position at Kids & Coffee, LLC?
Guest Experience Lead
Kids & Coffee Carlsbad
About Kids & Coffee
At Kids & Coffee Carlsbad, we believe in creating a place where families feel welcomed, connected, and excited to return. Our mission is simple: Talk. Connect. Play. We are a community-focused indoor play café where children explore through play while caregivers build connections with other families.
We are looking for a Guest Experience Lead who is passionate about hospitality, customer service, and creating exceptional experiences for our guests. This role is responsible for leading our Welcome Desk team and ensuring every family interaction reflects the warmth, professionalism, and care that makes Kids & Coffee special.
Position Overview
The Guest Experience Lead is the leader of the Welcome Desk team and plays a critical role in creating a positive first and last impression for every guest.
This position is responsible for supporting daily front desk operations, leading the Welcome Desk team, serving as a point of contact for members and Regional Center partners, managing guest communication, and ensuring our customer service standards are consistently met.
The ideal candidate is a dependable leader who takes ownership, can confidently solve problems, and is willing to step in when coverage is needed to ensure smooth operations.
Key ResponsibilitiesWelcome Desk Leadership
- Lead and support the Welcome Desk team to provide exceptional customer service
- Train, coach, and support Welcome Desk team members on Kids & Coffee procedures and hospitality standards
- Provide guidance and accountability to ensure consistent guest experiences
- Serve as the point person for Welcome Desk questions and daily operational needs
- Support scheduling needs and step in for coverage when needed
Member & Guest Relationships
- Build strong relationships with members and regular guests
- Serve as a main point of contact for member questions, concerns, and account support
- Ensure members feel valued and connected to the Kids & Coffee community
- Resolve guest concerns with professionalism, empathy, and strong problem-solving skills
- Respond to guest reviews and feedback in a timely and thoughtful manner
- Communicate guest trends, feedback, and opportunities for improvement to leadership
Regional Center Support
- Serve as a point of contact for Regional Center participants and families
- Support communication and relationship-building with Regional Center partners
- Ensure families receiving services through Regional Center have a positive and welcoming experience
- Assist with questions, documentation needs, and ongoing communication as needed
Front Desk Operations
- Oversee daily Welcome Desk operations and ensure smooth guest flow
- Assist guests with memberships, reservations, play passes, and general questions
- Maintain organization and accuracy with front desk procedures
- Support opening and closing responsibilities
- Identify operational challenges and bring forward solutions
- Take ownership of coverage needs, including assisting with shifts when staffing gaps occur
Qualifications
- 5 years of customer service experience required
- Supervisory or management experience preferred
- Strong leadership and communication skills
- Excellent problem-solving abilities and ability to make decisions independently
- Experience handling customer concerns and providing high-quality service
- Ability to multitask and stay organized in a fast-paced environment
- Reliable, responsible, and able to take ownership of responsibilities
- Comfortable working with families and children
- Ability to lift 40 pounds
What We’re Looking For
The ideal candidate:
- Is a natural leader who enjoys supporting a team
- Takes initiative and follows through
- Creates positive relationships with guests and team members
- Handles challenges calmly and professionally
- Notices details and looks for ways to improve the guest experience
- Understands that hospitality is about making every family feel welcomed and cared for
Schedule & Compensation
Position: Guest Experience Lead
Location: Kids & Coffee Carlsbad
Pay: $23–$25 per hour
Why Join Kids & Coffee?
- Be part of a growing, family-focused community business
- Create meaningful experiences for children and families every day
- Work in a welcoming and collaborative environment
- Grow your leadership skills in hospitality and operations
If you are a customer service leader who loves creating connections and helping families feel at home, we would love to meet you!
Pay: $23.00 - $25.00 per hour
Work Location: In person
Salary : $23 - $25