Manager - Front End & Catering

Key Responsibilities

• Supervise all front-end operations, including cashiers, baggers, and front desk staff
• Ensure accurate register procedures, cash handling, and efficient transaction processing
• Maintain a clean, organized, and welcoming checkout and customer service area
• Maintain proper functioning of POS systems and registers
• Oversee the main phone line, ensuring all calls are answered promptly and professionally
• Train staff on phone etiquette, call transfers, and message accuracy
• Resolve guest issues, refund requests, and service concerns professionally
• Manage special requests, product inquiries, and order pickups
• Serve as a key point of contact for VIP guests and repeat customers
• Serve as the lead contact for all catering inquiries and orders
• Confirm menus, pricing, pickup/delivery details, and timelines with guests
• Catering & Order Management
• Serve as the lead contact for all catering inquiries and orders
• Confirm menus, pricing, pickup/delivery details, and timelines with guests
• Catering & Order Management
• Serve as the lead contact for all catering inquiries and orders
• Confirm menus, pricing, pickup/delivery details, and timelines with guests
• Maintain catering calendars, invoices, and order logs
• Support development of seasonal catering menus and promotional packages
• Team Leadership & Training
• Hire, train, and schedule front-end and guest service associates
• Conduct cashier training on policies, POS systems, and hospitality standards
• Lead daily huddles to align team on priorities and promotions
• Monitor department attendance and ensure associates adhere to scheduled shifts and company timekeeping policies, addressing any attendance or punctuality concerns promptly and consistently
• Follow up on performance or attendance issues with proper documentation and corrective action when necessary, including disciplinary action forms, notes to file, and Performance Improvement Plans (PIPs) to support accountability and improvement within the department
• Provide ongoing coaching, feedback, and performance evaluations
• Promote a positive, service-driven team culture
• Customer Service & Store Standards
• Lead by example in delivering friendly, personalized service
• Support store events, tastings, and holiday rushes with front-end coordination
• Monitor cleanliness, dress code, and customer interaction standards
• Create a warm and welcoming environment from entrance to checkout
• Reporting & Communication
• Monitor and report front-end sales, drawer discrepancies, returns, and service metrics
• Manage gift card sales, catering deposits, and applicable service fees
• Submit weekly catering and customer feedback reports to Store Manager
• Collaborate with department managers to coordinate promotions and order execution
• Afford additional responsibilities as assigned by store leadership

  Qualifications

  • Minimum 2 years in customer service or front-end management, preferably in grocery or hospitality
  • Strong leadership and communication skills
  • Experience managing catering or event orders is a plus
  • Professional phone etiquette and multitasking ability
  • POS/register experience and basic computer skills (Excel, email, ordering software)
  • Ability to stand for long periods and lift up to 25 lbs
  • Flexible availability including weekends, holidays, and evenings

  Physical & Work Environment

  • This role is performed in a fast-paced front-end and service desk environment with frequent guest interaction and phone communication throughout the shift.
  • The Front-End & Catering Manager must be able to stand for extended periods, move between service areas, and occasionally lift catering trays or packages weighing up to 25 pounds.
  • The position requires multitasking, adaptability, and flexible scheduling, including weekends and holidays, to meet guest and business demands.

  Benefits

  • Positive Work Environment
  • Competitive Pay
  • Health, Dental and Vision Insurance
  • 401(k) Plan
  • Paid Time Off & Personal Days
  • 20% Employee Discount