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Guest Service Representative

2 months ago

New London Wisconsin, United States Festival Foods Full time
About Festival Foods

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.

Job Summary

As a Guest Service Representative, you will be responsible for providing an exceptional shopping experience for our guests. You will work under the direction of the Guest Services Manager and be responsible for the operations of the Guest Service Department, leadership of associates, and ensuring a positive guest experience and team 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 lead by example and ensure Guest Service operating procedures are known and adhered to.
  • Communicate department priorities to Guest Service team and delegate responsibilities.
  • 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 yourself as a manager, take ownership of guest needs, and act in a professional manner at all times.
  • 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 enabling them to clock out for breaks, lunches, and at the end of their shift.
  • Adjust daily schedule 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.
Requirements
  • 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.
Benefits

We offer a competitive benefits package, including:

  • 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.
  • 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.