Front End Supervisor

4 weeks ago

Houston, United States Fiesta Mart Full time

JOB BRIEF

Front-End Managers are responsible for the overall operation of a store’s front-end, including the parking lot, entrance, lobby areas (lotto, vendor areas, check-out, courtesy booth front, etc.), and supervising the staff assigned to these areas (parking lot attendants, sackers, checkers, restock clerks, maintenance). Primary responsibility is to ensure that high standards of customer service are maintained by front-end personnel.

PRIMARY JOB DUTIES
- Oversee the front-end during open hours; shift front-end resources to areas in need of customer service (i.e., move sackers from lane to lane; send help to the Lotto counter); direct customers to available resources to provide excellent service.
- Observe interactions with customers and step in to facilitate customer service as needed (approving exceptions, overriding system errors, ensuring fast price checks, handling returns, resolving customer inquiries and complaints, etc.). Resolve customer complaints to the full satisfaction of the customer.
- On a rotating basis with other front-end managers, responsible for opening, crunch, closing, and overnight shifts, including ensuring sufficient staff in each of the front-end areas; will be responsible for ensuring that supplies and equipment for customer service are ready and in place, that front-end areas are well-organized, clean, and safe for customer traffic, and that core processes are in place and staff is accomplishing desired outcomes in an efficient manner.
- Observe the department for conditions that cause shrink (restock items, overuse of bags, items left under shopping basket, discounting, sliding, etc.) and take action to correct, including reporting conditions and situations to Loss Prevention and/or the Store Manager when appropriate.
- Make regular inspections of the front-end of the store to ensure front-end staff is maintaining company standards as outlined on the Front-End Checklist.
- When in charge of the store or as directed by Store Manager, monitor conditions in the store and assist department managers in taking remedial action when necessary to ensure company standards for cleanliness, presentation, and service are achieved.
- Enforce all company policies and procedures as they relate to front-end operation. Ensure that efficiency procedures are being followed consistently; review checklists, coach, and enforce adherence to established processes.
- Schedule and supervise special store activities such as store tours, club parties, sidewalk sales, holiday promotions, etc.
- Monitor the parking lot periodically to ensure parking lot attendants are collecting baskets regularly, maintaining parking lot conditions, and ensuring that there are baskets available for customers at the entrances.
- Maintain and coordinate a regular cleaning and housekeeping program for the front-end area and direct front-end employees in following the program. Direct maintenance staff in keeping front-end areas clean and free of trash and spills.
- Schedule, conduct or direct, and monitor training as designed for each position
- Input new team members into the scheduling system. On a weekly basis, using the front-end labor scheduling system, prepare a front-end schedule that will ensure maximum customer service, while taking into consideration the labor budget, and reasonable scheduling needs of the front-end staff; review schedule with other managers, make final adjustments, and post for staff.
- Monitor front-end schedule and personnel continuously during store’s open hours; note arrivals of team members; make adjustments when team members fail to report; monitor customer flow and adjust assignments to maintain high levels of customer service and minimize unproductive expenditure of time; manage staff transitions (on/off duty, breaks).
- Monitor the labor budget and make necessary adjustments so as to meet budget expectations.
- Instruct checkers to prepare cash pick-ups in order to maintain proper levels of cash in checkers’ trays; ensure the security of cash pick-ups by efficiently collecting the pick-ups, properly transferring the cash out of checkers’ trays; turning over cash pick-ups to the booth without distraction.
- Assign supplemental duties to checkers as required (clean front-end shelves, refill bags, refill each check-out drawer with extra supplies, resupply weekly ads, collect and return hand baskets to front door area, etc.).
- Ensure that checkers and sackers and others involved in price checks follow proper steps to identify and record bad scan information for Scan Coordinator to research and resolve; follows up with Scan Coordinator on pricing problems identified by checkers; when pricing problems occur with perishable products, instruct booth staff to immediately make corrections in system so that product can be returned to refrigeration.
- Evaluate performance of staff periodically (by means of observation and feedback from other managers and customers) for personnel actions

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