Guest Experience Lead & Key Holder

John Wayne Enterprises; Fort Worth (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

John Wayne Enterprises is seeking a Key Holder – Guest Experience & Events in Fort Worth to lead guest engagement and support store leadership. You will open/close, assist with events, and ensure hospitality standards across museum and retail spaces.

You will be a reliable, confident team member who models guest service, assists Sales Associates, and helps execute seasonal promotions while upholding brand values and a welcoming guest experience.

Qualifications

• 1–2 years of retail, hospitality, or customer service experience preferred.
• Strong communication skills and confidence interacting with guests.
• Ability to problem-solve and elevate issues when appropriate.
• Availability for weekends, evenings, and special events.
• Reliable, professional, and able to uphold brand service standards consistently.

Responsibilities

• Serve as the designated floor lead when Assistant Managers or the Manager are not present.
• Execute daily operational routines including opening/closing procedures, cash handling, and shift communication.
• Support Assistant Managers by ensuring team members follow FOH, BOH, Visual, and Technical standards.
• Provide guidance to Sales Associates and support onboarding by modeling strong guest service behaviors.
• Maintain daily store readiness including cleanliness, stocking, presentation, and ticketing flow.
• Support product replenishment and ensure FOH areas remain organized throughout the day.
• Coordinate logistics and guest flow for store events, rentals, and activations.
• Greet guests and assist them throughout their museum/retail experience.
• Handle escalated guest questions or concerns with professionalism and brand-aligned service.
• Support daily sales by assisting guests, recommending products, and contributing to a strong selling environment.
• Assist with seasonal promotions, in-store marketing, signage updates, and special campaigns.
• Provide guest feedback to leadership to support improvement initiatives.
• Model selling, hospitality, and operational behaviors to newer staff and support cross-training.

Skills

Customer service experience

Communication skills

Problem-solving

Job description

John Wayne Enterprises is seeking a Key Holder – Guest Experience & Events in Fort Worth to lead guest engagement and support store leadership. You will open/close, assist with events, and ensure hospitality standards across museum and retail spaces.

You will be a reliable, confident team member who models guest service, assists Sales Associates, and helps execute seasonal promotions while upholding brand values and a welcoming guest experience.