Guest Service Manager

About the role

Join a family-owned, Carolinas-based grocery company (since 1922) in a fast-paced environment focused on friendly, superior customer service.

Responsibilities

• Observe, evaluate, and coach hosts to deliver friendly, superior customer service which focuses on show
• Maintain measurement plans and reports to evaluate host, financial and operational effectiveness
• Conduct training needs assessments to identify performance gaps and provide necessary coaching and feedback
• Deliver on-the-job training (OJT) programs and materials
• Drive measurement based continuous improvement of OJT
• Select, train and develop Guest Service Leaders
• Assess the Friendliness and Show aspects of each department, identifying performance gaps and other training needs
• Provide feedback and partner with the store management team to deliver solutions
• Manage training activities (OJT, online, etc.) and assess the support needed to drive organizational effectiveness
• Manage the hiring processes including sourcing and candidate management
• Work with the store management team to ensure interviewing, onboarding and training processes follow established guidelines
• Complete, review, and maintain all training documentation including OJT, new hire and performance documentation
• Work with Store Manager to ensure that a schedule is written to provide the desired level of guest service within established labor guides
• Process guest orders, including performing functions of cashiers or guest service clerks
• Perform guest service desk functions as needed
• Ensure that an accurate daily cash count is completed
• Ensure bank deposits are completed daily according to policy
• Monitor and analyze audits according to company guidelines
• Monitor and enforce all Front End policies related to Asset Protection and Shrink Control
• Ensure the security of the office and store funds
• Maintain supplies needed for Front End according to budget

Qualifications

• Strong communication and partnering skills
• Knowledge and application of operations within a retail environment
• Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job
• Knowledge and application of the principles of differentiated learning
• Leadership experience with direct reports
• Ability to read and understand information and direction
• Ability to work well with others
• Ability to lift 25 lbs. occasionally and 15 lbs. constantly
• Must be at least 18 years old
• Ability to stand for extended periods of time
• Demonstrate successful use of math skills
• Ability to work well with computers
• Knowledge of Front End operations
• Ability to work shifts during peak times (such as 10-7) at least 3-4 days per week

Benefits

• Weekly Pay
• Paid Time Off
• Medical, Dental, Vision
• Short & Long-Term Disability
• Employee Assistance Program
• 100% Company Funded Pension
• 401K