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. 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.

Responsibilities

• Lead a helpful service culture, developing associates and providing excellent guest service
• Develop a team by coaching, mentoring, and reinforcing the Festival Foods culture, guest service standards, and performance expectations
• Oversee scheduling, finalize and approve weekly work schedules, and make daily adjustments as needed
• Manage staffing levels, support department hiring, interviewing, and job offers
• Conduct performance reviews, write and deliver performance evaluations for direct reports
• Enforce company policies, document policy violations, and take corrective action
• Provide daily guidance, support, and assist department associates in their responsibilities
• 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
• Offer expertise, assist guests in finding items, taking orders, and special requests
• Manage timekeeping, ensure accuracy of timekeeping records, and communicate discrepancies to HR
• Meet quality standards, ensure all quality and quantity expectations are met on time
• Honor commitments, regular, timely attendance, and adequate notice for occasional absences

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 the 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, and cash management tools
• Thorough understanding of all safety requirements and company safety policies

Physical Demands and Work Environment

The physical demands and work environment described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. The employee must possess the ability 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. This position requires the employee to lift up to 50 pounds on an occasional basis and work in a temperature-controlled environment.

Benefits

• Associate Discount: 15% off grocery purchases for you and your immediate household
• Weekly Pay & Premium Pay: hourly associates are paid weekly, with premium pay on Sundays and select holidays
• Two-Week Advanced Scheduling: providing greater predictability and flexibility
• Vision & Dental Insurance: part-time and full-time associates are eligible for vision insurance and two dental coverage options
• Support: total well-being support, including 3 weeks of paid parental leave, fitness reimbursement program, EAP, and LEAPCare Care Coaches
• Save for Your Future: 401(k) plan with annual discretionary match to help associates reach their savings goals

Schedule

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