Guest Services Department Manager

About the role

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 more than 40 full‑service supermarkets across the state of Wisconsin. At Festival Foods, people are at the top of our list, reflected in daily interactions, extensive associate benefits, and programs.

Job Title: Guest Services Department Manager

Reports to: Store Director

Direct reports: Guest Services Assistant Manager, Guest Services Assistant Manager‑PM, Pricing Coordinator, Online Shoppers, Cashiers, Baggers, Cart Runners, Service Desk Associates, Guest Service Representatives, Cash Office Clerks

Responsibilities

• Lead a Helpful Service Culture: Develop associates and provide excellent guest service, handling each interaction with professionalism and care.
• Develop a Team: Coach, mentor, and reinforce Festival Foods culture, guest service standards, and performance expectations for Guest Services, Cash Office, and Pricing associates.
• Oversee Scheduling: Finalize and approve weekly work schedules in alignment with labor and budget projections, making daily adjustments as needed for Guest Services, Cash Office, and Pricing Coordinator roles.
• Manage Staffing Levels: Support department hiring, interviewing, and job offers in partnership with Human Resources to maintain adequate staff levels.
• Conduct Performance Reviews: Write and deliver performance evaluations for direct reports while providing guidance for indirect reports.
• Enforce Company Policies: Document policy violations and take appropriate corrective action with HR, up to termination.
• Provide Daily Guidance: Support and assist department associates while leading by example.
• Maintain Department Standards: Ensure compliance with service, cash control, and operational efficiency standards.
• Optimize Performance: Monitor guest service cashier production levels and ensure optimal service.
• Cashier Trained: Step in at the register and support store closing procedures.
• Offer Expertise: Assist guests in finding items, taking orders, and handling special requests.
• Manage Timekeeping: Ensure accuracy of timekeeping records and communicate any discrepancies to HR.
• Meet Quality Standards: Ensure all quality and quantity expectations are met on time.
• Honor Commitments: Maintain regular, timely attendance and provide adequate notice for occasional absences.
• Support the Team: Perform other duties as assigned.

Qualifications

• High School education or equivalent combination of education and experience.
• At least 3 years of leadership experience, with at least 2 years in a manager role.
• Ability to deal tactfully and effectively with guests and all personnel.
• Good oral and written communication skills and ability to lead a diverse crew in a fast‑paced environment.
• Ability to learn and use technology, including Microsoft Office suite, point‑of‑sale systems, bookkeeping software, cash management tools, and register systems.
• Thorough understanding of all safety requirements and company safety policies.
• Ability to apply on‑the‑job safety training to recognize and react to possible safety hazards.
• Proper training and knowledge of equipment/procedures such as proper lifting techniques, proper scanning technique, and trash compactor operation.

Physical Demands and Work Environment

• Stand for long periods, walk in the store, bend, stoop, and kneel regularly.
• Fine finger and broad manual dexterity, eye‑hand‑foot coordination to operate equipment.
• Occasional lifting of stock up to 50 pounds and full range of upper‑body motion.
• Perform repetitive tasks for prolonged periods.
• Functional sensory abilities to visually monitor the store, create displays, and operate equipment.
• Work primarily in a temperature‑controlled environment, with occasional exposure to walk‑in coolers or freezers.

Work Schedule

This is a full‑time position. The schedule includes weekends, weekdays, and holidays, with one night shift per week and one late night per month. Exact hours may vary based on store needs.

Benefits

• Associate Discount: 15 % off grocery purchases for you and your immediate household.
• Weekly Pay & Premium Pay: Weekly pay; time‑and‑a‑half on Sundays and select holidays for full‑time associates; $1 premium per hour on Sundays and select holidays for part‑time associates.
• Two‑Week Advanced Scheduling for better predictability and flexibility.
• Vision and