Guest Services Lead

Be part of something new! Healthy Living is opening a new store in Clifton Park and is seeking a welcoming, service-minded Guest Service Lead to join our team. If you love connecting with people, creating memorable guest experiences, and bringing a positive energy to the front end, we’d love to meet you!

About the role

For our Guest Services Lead, it’s all about hospitality. They love to connect, serve, listen, and operate in a super busy, high-energy part of the store. Our Guest Services team is the heartbeat of the store; you will be working with a super dedicated, skilled, and caring bunch of people whose job is to take the very best care of our guests and to communicate effectively with our entire staff, keeping them up to speed on all issues that guests bring to their attention.

The Guest Services Lead will be responsible for overseeing the daily operations with—and in the absence of—the Guest Services Manager, ensuring that all staff members are thoroughly trained in POS systems, hospitality standards and expectations, and company policies. The Guest Services Lead’s expertise will cultivate a high-performing, engaged team committed to delivering service that creates a lasting, positive impression for all guests.

Responsibilities

• Provides day-to-day direction and support to Guest Service Associates, helping create a welcoming, positive, and hospitable guest experience.
• Supports associates in following Healthy Living’s Guest Service philosophy and delivering friendly, genuine, and professional service.
• Helps associates with guest requests, returns, special orders, product questions, and other service needs, involving the appropriate leadership when needed.
• Supports Front End associates with register procedures, opening and closing tasks, and accurate cash handling.
• Helps maintain a clean, organized, and welcoming Front End and Guest Service area.
• Assists with training and onboarding new Guest Service Associates and provides ongoing coaching and support.
• Works with the Guest Service Manager to prioritize tasks and support staffing needs during busy periods.
• Leads by example, encouraging teamwork, communication, and a strong culture of hospitality.
• Communicates guest feedback, operational concerns, and opportunities for improvement to the Guest Service Manager.

Requirements

• High School Diploma or equivalent
• At least 2 years of previous customer service experience, preferably in a retail environment
• At least 1 year of previous cash handling experience
• Previous experience with POS systems

Schedule

Full-time, 40 hours per week including weekend and holiday availability as needed.

Pay

Starting at $19.00 - $22.27 per hour; previous experience will be taken into consideration.

Benefits

• Generous store discount: 20% off center store items and café, 30% off wellness, 20% off wine, and 10% off beer
• Full-time staff accrue 2 weeks PTO, 3 weeks after 1 year of service
• Part-time staff accrue up to 40 hours of sick time a year
• Health Insurance: for single health benefits, employee pays 25%, company pays 75%. For employee plus one or family, the split is 50/50
• 401(k): 100% vested from day one. Employer match: 100% match of the first 3% of the staff member’s contribution, 50% match on contributions above 3% and up to 5%
• Well Being Program
• Premium Membership access to Insight Timer app
• Employee Assistance Program
• Celtics Tickets
• Health Spending Account
• Vision Insurance
• Dental Insurance
• Short Term Disability Insurance
• Critical Illness Insurance
• Life Insurance
• Flex Spending Accounts
• Income advance program with North Country Federal Credit Union

Skills & Behaviors

• Make Someone’s Day: You’re here because you’re a true 51%er and bring genuine enthusiasm to work daily. You get that warm, fuzzy feeling when helping others—staff and guests. You see getting to “yes” as a fun challenge and readily interact with every guest. You love seeing guests leave happier than when they arrived and use positive energy to uplift teammates.
• Move Fast and Be Thorough: You work with a purposeful sense of urgency, achieving excellence while connecting with each guest. You love getting the job done well.
• Create a Team People Want to Stay On: Your genuine, positive energy contributes to an upbeat, effective team where everyone thrives. You treat teammates with respect and kindness, offer empathy, and value others’ skills.
• Show Up: You are fully present, reliable, and invested in the team. You bring authentic, positive energy to work every day.
• “What Can I Do?”: You proactively ask, “What can I do?” and “How can I help?” because you recognize the collective goal is bigger than the task at hand. You anticipate needs and support others.
• Come with a Solution: You identify pain points and always offer solutions. You think creatively, adapt to change, and speak up about what you need.
• Own It: You hold yourself and your teammates accountable. You celebrate successes and pay attention to details.
• Seek Knowledge: You love learning, welcome feedback, and reflect on your performance. You’re fulfilled by helping others grow and embrace new challenges.