Guest Service Manager
3 weeks ago
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 store operations team, you will be responsible for ensuring that every guest receives the fastest and most pleasant checkout experience possible.
Key Responsibilities
1. Guest Service Standards
a. Ensure that the front porch standards are met at all times, including maintaining a clean and clutter-free environment.
b. Work with the Store Manager and Guest Service Manager to ensure that the schedule is written to provide the desired level of service within established labor guides.
c. Train cashiers to call additional hosts to the front porch as dictated by guest needs and established daily call-up lists.
d. Handle guest and host requests, refunds, loans, pickups, voids, and check approvals promptly and professionally.
e. Ensure that the front porch is clean, neat, and clutter-free at all times and that the parking lot is free of debris and excessive carts.
f. Act as a positive role model for all front and hosts in speech, manner, dress, hygiene, and integrity.
2. Training and Development of Front Porch Hosts
a. Provide training and direction to hosts not meeting front porch standards.
b. Communicate to the Guest Service Manager problem areas and hosts not meeting performance standards.
c. Provide constant on-the-job feedback to front porch hosts about performance to maintain front porch service levels.
3. Sales, Cash, and Invoice Accounting
a. Prepare weekly cash reports and accompanying documentation.
b. Maintain sales-related information.
c. Process invoices and transfers as assigned.
d. Process beer/wine payments.
4. Cash-Related Activities
a. Prepare bank deposits according to policy.
b. Handle payroll check approval/cashing according to company policy.
c. Ensure that an accurate daily cash count is completed.
d. Process guest needs such as money orders, stamps, lottery tickets, etc.
e. Process returned checks according to policy.
5. Cash Office Security
a. Ensure the security of the cash office and store funds.
b. Maintain accountability standards of cashier tills.
c. Maintain supplies needed for the front porch and cash office.
6. Cashier/Guest Service Clerk Performance Reports
a. Monitor and analyze the Operator Activity Report.
b. Perform surprise cashier till audits, detail tape audits, and accuracy checks according to policy.
7. Perform all other duties as assigned by management.
Qualifications
1. Friendly, outgoing personality.
2. Ability to work well with others.
3. Ability to lift 25 lbs. occasionally and 15 lbs. constantly.
4. Ability to read and understand information and direction.
5. Knowledge of front porch operations.
6. Ability to supervise people, including training and development.
7. Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job.
8. Effective communication and guest service skills.
9. Must be at least 18 years old.
10. Ability to stand for extended periods of time.
11. Demonstrate successful use of math skills.
12. Ability to work well with computers.
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