Guest Service Representative
1 week ago
We are a Wisconsin family- and employee-owned grocer that is committed to giving back to the communities it serves and providing guests with exceptional service and value. Our company operates +40 full-service supermarkets across the state of Wisconsin.
Our CultureAt Festival Foods, people are at the top of our list. You'll see it in everything from our daily interactions to how we treat our guests, even in our extensive associate benefits and programs.
Job SummaryThe Guest Service Representative position is responsible for the operations of the Guest Service Department, leadership of associates, and providing an exceptional shopping experience. This role requires a strong focus on customer satisfaction, teamwork, and maintaining a positive store environment.
Key Responsibilities- Reinforce Festival culture, exceptional guest service, and performance expectations to all Guest Service associates.
- Oversee all Guest Service associates, including Service Desk, Cashiers, Baggers, and Cart Runners.
- Utilize leadership tools to develop and coach associates.
- Communicate department priorities to the Guest Service team and delegate responsibilities.
- Lead by example to ensure Guest Service operating procedures are known and adhered to.
- Ensure Guest Service cleanliness, maintenance, and sanitation.
- Direct guests into lanes, monitor BOB, unload carts, answer questions, respond to lights, and complete overrides as needed.
- Present themselves as a manager, take ownership of guest needs, and utilize LAST.
- Act in a professional manner at all times while projecting a cooperative and helpful attitude.
- Determine where Guest Service staff is needed throughout the day and direct them to that location to maintain efficient Guest Service operations.
- Ensure proper staff levels by calling in additional staff to cover call-ins or additional business.
- Strictly enforce child labor laws and relieve minor employees of their duties when necessary.
- Adjust daily schedules to actual sales, items, and guest projections to maintain 100% productivity.
- Communicate immediately with Shift Managers when assistance is required and when the CSR is on a lane.
- Open additional lanes to accommodate business and guest traffic.
- Communicate tardiness and absences through effective use of CSR Shift Report.
- Hold associates accountable for non-compliance with Guest Service and store policies.
- Monitor cart levels and efficient cart running to ensure availability of all carts.
- Minimum availability must include 24 hours a week with a minimum of 6 hours per day during available days.
- Ability to deal tactfully and effectively with guests and all personnel.
- Excellent communication and interpersonal skills, including an effective negotiation style.
- Excellent planning and organizational skills, with the ability to manage multiple and constantly changing priorities.
- Strong teamwork skills with the desire to train and educate others within the organization.
- Exceptional oral and written communication skills and the ability to handle a diverse crew in a stressful environment.
- Thorough understanding of all safety requirements and company safety policies.
- The associate must possess the ability to stand in place for long periods of time, walk in the store, bend, stoop, and kneel regularly.
- Physical ability to stand for extended periods and to move and handle boxes of merchandise and fixtures throughout the store, which entails lifting, and perform all functions as set forth above.
- Ability to work varied hours/days, including nights, weekends, and holidays, as needed.
- Associate Discount: Enjoy an industry-leading 15% off your grocery purchases for you and your immediate household.
- Weekly Pay & Premium Pay: Hourly associates are paid weekly, providing more frequent access to their funds. Part-time store associates are paid a $1 premium per hour on Sundays and select holidays. Hourly full-time store associates receive time and a half on Sundays and select holidays.
- Two-Week Advanced Scheduling: Better Planning. Better Balance. We provide our associates with their schedules two weeks in advance, offering greater predictability & flexibility.
- Vision & Dental Insurance: Part-time and full-time associates are eligible for vision insurance and two dental coverage options that are designed to fit your needs.
- Support: Our associates receive support for their total well-being; including 3 weeks of paid parental leave, a fitness reimbursement program offering savings off of fitness membership fees; our EAP (Employee Assistance Program) and LEAPCare Care Coaches, which provide associates confidential care related to hospital visitation, conflict resolution, stress management, marriage or divorce, family issues, and depression or anxiety.
- Save for Your Future: Offering both a 401(k) and Employee Stock Ownership Plan, we're proud to support our associates in planning for retirement by offering two retirement savings plans. The 401(k) plan empowers associates to save a portion of their paychecks for retirement. Festival Foods has an annual discretionary match to help our associates reach their savings goals. Our ESOP is a retirement plan above and beyond a 401(k) plan that gives associates free ownership in the company and an opportunity to share in Festival's growth and success. Associates are given shares based on their years of service and earnings.
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