Guest Services Desk

About the Role

Under the direction of the Guest Services Manager, you will conduct daily Service Counter operations and strengthen guest relations through advanced guest service and engagement techniques. You will provide information to help guests make purchasing decisions and resolve any complaints. Guest Services Associates create meaningful and genuine interactions, fostering guest loyalty.

Responsibilities

• Take ownership of guest needs by responding promptly through face-to-face interactions, electronically, or by telephone.
• Respond to guest inquiries regarding offers, promotions, and events.
• Resolve guest complaints following Hometown Grocers’ established guidelines.
• Accurately and efficiently process transactions and maintain all cash and media at Service Counter registers.
• Distribute cashier tills and partner with cashiers to ensure associate and guest needs are met.
• Record details of comments, inquiries, complaints, and actions taken.
• Provide guests with exchanges, refunds, discounts, coupons, or other offers related to their retail store account activity.
• Perform guest verifications, process orders, applications, forms, and requests.
• Offer additional services, including but not limited to DMV, Lottery, Rug Doctor, and ticket sales.
• Direct unresolved issues and requests to the appropriate designated resource.
• Contribute to the maintenance and development of standards, procedures, and policies regarding guest service.
• Support and execute superior guest service.
• Perform other duties as assigned.
• Ensure all quality standards are met, including quantity expectations at 100% by 10 am and 5 pm.
• Maintain regular, timely attendance in compliance with the work schedule, and provide adequate notice for occasional absences.

Requirements

• Minimum availability of 16 hours per week, with at least 8 hours per day during available days.
• Ability to process information and merchandise through the register system.
• Strong communication skills to interact with associates and guests.
• Ability to read, count, and write accurately.
• Proficiency in operating all necessary equipment to perform the job.
• Knowledge of the wide range of goods and services offered by Hometown Grocers.
• Ability to manage multiple projects simultaneously.
• Strong interpersonal and guest service skills.
• Sound practical judgment of priorities.
• Interest in helping and working with guests.

Physical Demands

• Ability to stand in place for long periods, walk, bend, stoop, and kneel regularly.
• Fine finger and broad manual dexterity, with eye-hand-foot coordination to operate equipment.
• Physical ability to stand for extended periods and move or handle boxes of merchandise and fixtures throughout the store.

Schedule

The Guest Services Clerk is an hourly position that may be part-time or full-time. The work schedule may include mornings, afternoons, evenings, weekends, and holidays within the individual’s availability, primarily in the Front End department.