Guest Services Department Manager

About Festival Foods

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 Wisconsin. At Festival, people are at the top of our list—evident in our daily interactions, guest treatment, and extensive associate benefits and programs.

About the Role

The Guest Services Department Manager leads and inspires teams across multiple functional areas, ensuring a welcoming and helpful guest experience while overseeing key operational areas. This role builds a high-performing team in Guest Services, Pricing, and Cash Office, streamlining operations and upholding excellence in guest service, cash control, and scheduling.

Responsibilities

• Develop a helpful service culture by coaching, mentoring, and reinforcing Festival Foods’ guest service standards and performance expectations for Guest Services, Cash Office, and Pricing associates.
• Oversee scheduling by finalizing and approving weekly work schedules in alignment with labor and budget projections, making daily adjustments as needed.
• Support department hiring, interviewing, and job offers to maintain adequate staffing levels in partnership with Human Resources.
• Conduct performance reviews by writing and delivering evaluations for direct reports while providing guidance for indirect reports.
• Enforce company policies by documenting violations and taking corrective action, up to and including termination, in partnership with HR.
• Provide daily guidance and support to department associates while leading by example.
• Maintain department standards for service, cash control, and operational efficiency.
• Monitor guest service cashier production levels to ensure optimal service.
• Step in at the register and support store closing procedures as needed.
• Assist guests with finding items, taking orders, and handling special requests.
• Manage timekeeping by ensuring accuracy of records and communicating discrepancies to HR.
• Ensure all quality and quantity expectations are met on time.
• Maintain regular, timely attendance in compliance with the work schedule and provide adequate notice for occasional absences.
• Perform other duties as assigned.

Requirements

• High school education or equivalent combination of education and experience.
• At least 3 years of leadership experience, with a minimum of 2 years in a manager role.
• Ability to deal tactfully and effectively with guests and all personnel.
• Strong oral and written communication skills, with the ability to lead a diverse team in a fast-paced environment.
• Proficiency in learning and using 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 potential hazards, including proper lifting techniques, scanning procedures, and trash compactor operation.

Physical Demands

• Ability to stand for long periods, walk, bend, stoop, and kneel regularly.
• Fine finger and broad manual dexterity, with eye-hand-foot coordination to operate equipment.
• Full range of upper body motion to occasionally lift stock.
• Ability to perform repetitive tasks for prolonged periods.
• Functional sensory abilities for monitoring the store, creating displays, and operating equipment.
• Ability to lift up to 50 pounds occasionally.
• Work primarily in a temperature-controlled environment, with occasional outdoor tasks, walk-in cooler/freezer work, or other short-term exposures.

Schedule

The Guest Services Manager is a full-time position requiring availability on weekends, weekdays, and holidays, including one night shift per week and one late night per month. The exact schedule may vary based on store needs.

Benefits

• Associate Discount: 15% off grocery purchases for you and your immediate household.
• Weekly Pay & Premium Pay: Hourly associates are paid weekly. Part-time associates receive a $1 premium per hour on Sundays and select holidays. Full-time hourly associates earn time and a half on Sundays and select holidays.
• Two-Week Advanced Scheduling: Schedules provided two weeks in advance for better planning and work-life balance.
• Vision & Dental Insurance: Eligibility for vision insurance and two dental coverage options for part-time and full-time associates.
• Support Programs: Includes 3 weeks of paid parental leave, fitness reimbursement, EAP (Employee Assistance Program), and LEAPCare Coaches for confidential support on personal or professional challenges.
• 401(k) Retirement Plan: Opportunity to save for retirement with an annual discretionary employer match.