Guest Service Manager
7 days ago
We are seeking a highly skilled Guest Service Manager to join our team at W. Lee Flowers & Co. As a key member of our front porch team, you will be responsible for ensuring that every guest receives the fastest and most pleasant checkout experience possible.
Key Responsibilities- Maintenance of Guest Service Standards
- Ensure that the front porch standards are met at all times, including the No Noticeable Wait policy.
- Work with the Store Manager and Guest Service Manager to ensure that the schedule is written to provide the desired level of service within the established labor guides.
- Train cashiers to call additional hosts to the front porch as dictated by guest needs and established daily call-up list.
- Handle guests and hosts requests, refunds, loans, pickups, voids, and check approvals promptly and professionally.
- Ensure the front porch is clean, neat, and clutter-free at all times and that the parking lot is free of debris and excessive carts.
- Act as a positive role model for all front and hosts in speech, manner, dress, hygiene, and integrity.
- Ensure all unused check lanes are blocked off when not in use.
- Monitor and enforce all other front porch policies related to Asset Protection and Shrink Control.
- Provide training and direction to hosts not meeting the front porch standards.
- Communicate to the guest service manager, problem areas and hosts not meeting performance standards.
- Provide constant on-the-job feedback to front porch hosts about performance to maintain front porch service level.
- Prepare weekly cash report and accompanying documentation.
- Maintain sales-related information.
- Process invoices and transfers as assigned.
- Process beer/wine payments.
- Prepare bank deposits according to policy.
- Handle payroll check approval/cashing according to company policy.
- Ensure that an accurate daily cash count is completed.
- Process guest needs such as money orders, stamps, lottery tickets, etc.
- Process returned checks according to policy.
- Ensure the security of the cash office and store funds.
- Maintain accountability standards of cashier tills.
- Maintain supplies needed for front porch and cash office.
- Monitor and analyze the Operator Activity Report.
- Perform surprise cashier till audits, detail tape audits, and accuracy checks according to policy.
- Perform all other duties as assigned by management.
- Friendly, outgoing personality.
- Ability to work well with others.
- Ability to lift 25 lbs. occasionally and 15 lbs. constantly.
- Ability to read and understand information and direction.
- Knowledge of front porch operations.
- Ability to supervise people including training and development.
- Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job.
- Effective communication and guest service skills.
- Must be at least 18 years old.
- Ability to stand for extended periods of time.
- Demonstrate successful use of math skills.
- Ability to work well with computers.
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