Guest Service Representative (Part Time)

About Festival Foods

We are a Wisconsin grocer that is committed to giving back to the communities it serves and providing guests with exceptional service and value. We operate +40 full-service supermarkets across the state of Wisconsin. At Festival, people are at the top of our list. You'll see it in everything from our daily interactions to how we treat our guests – even in our extensive associate benefits and programs.

About the Role

Are you passionate about customer service and creating a welcoming environment for guests? Do you thrive in a hospitality setting where every interaction makes a difference? As a Guest Service Representative, you'll play a key role in ensuring a smooth and enjoyable experience. Whether assisting guests at the front guest service desk, answering questions, or leading a team, your ability to provide friendly, efficient service will make the difference.

Reports to: Guest Services Manager

Responsibilities

• Provide excellent guest service with a friendly greeting, answering questions, and addressing guest concerns with professionalism and care
• Reinforce company culture, uphold guest service standards, and guide Guest Service associates (Service Desk, Cashiers, Baggers, and Cart Runners) in daily operations
• Utilize leadership tools including but not limited to ten tile evaluations, Coach's Reminder Card, Cashier Daily, Cashier Reference Information Binders and Guest Service OPPS Manual
• Monitor Guest Service activity, ensure team compliance with procedures, and maintain department cleanliness and functionality
• Step in to direct guests, manage checkout lines, and provide timely overrides or assistance to the Guest Service team
• Efficiently manage staff schedules, adjust operations based on business needs, and maintain compliance with labor laws for minor employees
• Proactively manage staff coverage by calling in additional team members when needed to cover absences or increased business demand
• Ensure compliance with minor labor laws by appropriately scheduling minor employees for breaks, lunches, and clock-out times, adhering strictly to legal guidelines
• Adjust daily schedules based on sales, item movement, and guest traffic to ensure productivity remains at 100%
• Quickly notify Shift Managers when assistance is required and when handling guest service responsibilities at the checkout lanes
• Open additional checkout lanes as needed to ensure a smooth guest experience during busy periods
• Keep a cash drawer readily available for personal use when necessary
• Utilize the GSR Shift Report to effectively communicate and document lateness or absences
• Ensure sufficient cart availability by monitoring and managing cart collection and running processes efficiently
• Regular, timely attendance in compliance with the work schedule, and adequate notice to find a replacement for occasional absences
• Other duties as assigned

Qualifications

• Strong leadership with excellent communication and interpersonal skills, with the ability to manage and inspire a team in a fast-paced environment
• Proven ability to resolve guest concerns using effective communication and professionalism
• Capability to juggle multiple priorities and adjust schedules as needed to meet business demands
• A commitment to mentoring others and fostering a collaborative team environment

Physical Demands

• Ability to stand in place for long periods of time; 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, and perform all functions as set forth above
• Ability to work varied hours/days, including nights, weekends, and holidays, as needed

Schedule

The Guest Service Representative is a position that is part-time. The work schedule may include mornings, afternoons, evenings, weekends, and holidays within the individual's availability.

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, providing more frequent access to their funds. Part-time store associates are paid a $1 premium per hour on Sundays and select holidays. Hourly full-time store associates receive time and a half on Sundays and select holidays
• Two-Week Advanced Scheduling: Better Planning. Better Balance. We provide our associates with their schedules two weeks in advance, offering greater predictability & flexibility
• Vision & Dental Insurance: Part-time and full-time associates are eligible for vision insurance and two dental coverage options that are designed to fit your needs
• Support: Our associates receive support for their total well-being; including 3 weeks of paid parental leave, a fitness reimbursement program offering savings off of fitness membership fees; our EAP (Employee Assistance Program) and LEAPCare Care Coaches, which provide associates confidential care related to hospital visitation, conflict resolution, stress management, marriage or divorce, family issues and depression or anxiety
• Save for Your Future: Offering a 401(k), we're proud to support our associates in planning for retirement. The 401(k) plan empowers associates to save a portion of their paychecks for retirement. Festival Foods has an annual discretionary match to help our associates reach their savings goals