Guest Service Manager

7 days ago


Elgin, Illinois, United States W. Lee Flowers & Co Full time
Job Summary

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
  1. 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.
Training and Development of Front Porch Hosts
  • 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.
Sales, Cash and Invoice Accounting
  • Prepare weekly cash report and accompanying documentation.
  • Maintain sales-related information.
  • Process invoices and transfers as assigned.
  • Process beer/wine payments.
Cash Related Activities
  • 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.
Cash Office Security
  • 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.
Cashier/Guest Service Clerk Performance Reports
  • Monitor and analyze the Operator Activity Report.
  • Perform surprise cashier till audits, detail tape audits, and accuracy checks according to policy.
Other Duties
  • Perform all other duties as assigned by management.
Requirements
  • 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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