Guest Service Representative (Full Time)

We are a Wisconsin grocer committed to giving back to the communities we serve and providing guests with exceptional service and value. We operate over 40 full-service supermarkets across the state. At Festival, people are at the top of our list—you’ll see it in our daily interactions, how we treat our guests, and in our extensive associate benefits and programs.

About the role

As a Guest Service Representative, you’ll play a key role in ensuring a smooth and enjoyable experience for guests. Whether assisting at the front guest service desk, answering questions, or leading a team, your ability to provide friendly, efficient service will make a difference.

Responsibilities

• Provide excellent guest service through friendly greetings, answering questions, and addressing concerns with professionalism and care.
• Lead by example to reinforce company culture, uphold guest service standards, and guide Guest Service associates (Service Desk, Cashiers, Baggers, and Cart Runners) in daily operations using tools such as ten-tile evaluations, Coach’s Reminder Card, Cashier Daily, Cashier Reference Information Binders, and Guest Service OPPS Manual.
• Oversee Guest Service operations, ensuring team compliance with procedures and maintaining department cleanliness and functionality.
• Support the team by directing guests, managing checkout lines, and providing timely overrides or assistance.
• Efficiently manage staff schedules, adjust operations based on business needs, and maintain compliance with labor laws for minor employees.
• Maintain staffing levels by proactively calling in additional team members to cover absences or increased demand.
• Enforce labor laws by scheduling minor employees for breaks, lunches, and clock-out times in compliance with legal guidelines.
• Optimize scheduling by adjusting daily schedules based on sales, item movement, and guest traffic to ensure 100% productivity.
• Communicate with Shift Managers to request assistance and handle guest service responsibilities at checkout lanes.
• Manage lane flow by opening additional checkout lanes during busy periods and keeping a cash drawer available for personal use when necessary.
• Track attendance using the GSR Shift Report to document lateness or absences.
• Ensure sufficient cart availability by monitoring and managing cart collection and running processes efficiently.
• Maintain regular, timely attendance in compliance with the work schedule and provide adequate notice for occasional absences.
• Support the team with other duties as assigned.

Requirements

• Strong leadership with excellent communication and interpersonal skills to manage and inspire a team in a fast-paced environment.
• Proven problem-solving skills to resolve guest concerns using effective communication and professionalism.
• Organizational talent to juggle multiple priorities and adjust schedules as needed to meet business demands.
• Commitment to teamwork and training, including mentoring others and fostering a collaborative environment.

Physical Demands and Work Environment

• Ability to stand in place for long periods, walk in the store, bend, stoop, and kneel regularly.
• Requires fine finger and broad manual dexterity, as well as eye-hand-foot coordination to operate equipment.
• Physical ability to stand for extended periods, move/handle boxes of merchandise and fixtures throughout the store, and perform all functions as set forth above.
• Ability to work varied hours/days, including nights, weekends, and holidays, as needed.

Benefits

• Associate Discount: Enjoy an industry-leading 15% off your grocery purchases for you and your immediate household.
• Weekly Pay & Premium Pay: Hourly associates are paid weekly. Part-time store associates receive a $1 premium per hour on Sundays and select holidays. Full-time hourly associates receive time and a half on Sundays and select holidays.
• Two-Week Advanced Scheduling: Schedules are provided two weeks in advance for better planning and work-life balance.
• Vision & Dental Insurance: Part-time and full-time associates are eligible for vision insurance and two dental coverage options.
• Support Programs: Access to total well-being support, including 3 weeks of paid parental leave, a fitness reimbursement program, EAP (Employee Assistance Program), and LEAPCare Coaches for confidential care related to various personal challenges.
• 401(k) Retirement Plan: Save for your future with a 401(k) plan, including an annual discretionary match to help reach your savings goals.

Schedule

This is a full-time position. The work schedule may include mornings, afternoons, evenings, weekends, and holidays within the individual’s availability.