Guest Service Representative (Full Time)

About the role

Festival Foods is a Wisconsin grocer committed to giving back to the communities it serves and providing guests with exceptional service and value. The company operates over 40 full-service supermarkets across Wisconsin. As a Full-Time 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.

Responsibilities

• Provide excellent guest service: friendly greetings, answering questions, addressing concerns with professionalism and care.
• Lead by example: reinforce company culture, uphold guest service standards, and guide Guest Service associates (Service Desk, Cashiers, Baggers, Cart Runners) in daily operations.
• Utilize leadership tools including ten tile evaluations, Coach's Reminder Card, Cashier Daily, Cashier Reference Information Binders, and Guest Service OPPS Manual.
• Oversee operations: monitor Guest Service activity, ensure team compliance with procedures, maintain department cleanliness and functionality.
• Support the team: direct guests, manage checkout lines, provide timely overrides or assistance to the Guest Service team.
• Monitor and adjust: efficiently manage staff schedules, adjust operations based on business needs, maintain compliance with labor laws for minor employees.
• Maintain staffing levels: proactively manage coverage by calling in additional team members for absences or increased demand.
• Enforce labor laws: ensure minor employees receive appropriate breaks, lunches, and clock-out times per legal guidelines.
• Optimize scheduling: adjust daily schedules based on sales, item movement, and guest traffic to maintain 100% productivity.
• Communicate with Shift Managers: quickly notify when assistance is required and when handling guest service responsibilities at checkout lanes.
• Manage lane flow: open additional checkout lanes as needed for smooth guest experience; keep a cash drawer readily available for personal use when necessary.
• Track attendance: utilize the GSR Shift Report to document lateness or absences.
• Cart management: ensure sufficient cart availability by monitoring and managing cart collection and running processes.
• Honor commitments: regular, timely attendance per work schedule with adequate notice for occasional absences.
• Support the team with other duties as assigned.

Requirements

• Strong leadership: excellent communication and interpersonal skills, ability to manage and inspire a team in a fast-paced environment.
• Problem-solving skills: proven ability to resolve guest concerns using effective communication and professionalism.
• Organizational talent: capability to juggle multiple priorities and adjust schedules to meet business demands.
• Teamwork & training: commitment to mentoring others and fostering a collaborative team environment.
• Availability: must be available weekdays 4–10 pm and at least one weekend day.
• Ability to work varied hours/days, including nights, weekends, and holidays as needed.

Physical demands and work environment

The associate must be able to stand in place for long periods; walk in the store; bend, stoop, and kneel regularly. Requires fine finger and broad manual dexterity, and eye-hand-foot coordination to operate equipment. Physical ability to stand for extended periods and move/handle boxes of merchandise and fixtures throughout the store, which entails lifting. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Work schedule

Full-time position. Schedule may include mornings, afternoons, evenings, weekends, and holidays within the individual's availability.

Pay

• Hourly associates paid weekly.
• Part-time store associates: $1 premium per hour on Sundays and select holidays.
• Full-time store associates: time and a half on Sundays and select holidays.

Benefits

• Associate discount: 15% off grocery purchases for you and your immediate household.
• Two-week advanced scheduling for better planning and work-life balance.
• Vision insurance and two dental coverage options for part-time and full-time associates.
• Total well-being support: 3 weeks paid parental leave, fitness reimbursement program, Employee Assistance Program (EAP), and LEAPCare Care Coaches for confidential care (hospital visitation, conflict resolution, stress management, family issues, depression/anxiety).
• 401(k) retirement plan with annual discretionary company match.

Location: 11111 W Greenfield Ave, West Allis, WI 53214