JOB BRIEF
Front-End Managers are responsible for the overall operation of a store’s front-end, including the parking lot, entrance, lobby areas (lotto, vendor areas, check-out, courtesy booth front, etc.), and supervising the staff assigned to these areas (parking lot attendants, sackers, checkers, restock clerks, maintenance). Primary responsibility is to ensure that high standards of customer service are maintained by front-end personnel.
PRIMARY JOB DUTIES
- Oversee the front-end during open hours; shift front-end resources to areas in need of customer service (i.e., move sackers from lane to lane; send help to the Lotto counter); direct customers to available resources to provide excellent service.
- Observe interactions with customers and step in to facilitate customer service as needed (approving exceptions, overriding system errors, ensuring fast price checks, handling returns, resolving customer inquiries and complaints, etc.). Resolve customer complaints to the full satisfaction of the customer.
- On a rotating basis with other front-end managers, responsible for opening, crunch, closing, and overnight shifts, including ensuring sufficient staff in each of the front-end areas; will be responsible for ensuring that supplies and equipment for customer service are ready and in place, that front-end areas are well-organized, clean, and safe for customer traffic, and that core processes are in place and staff is accomplishing desired outcomes in an efficient manner.
- Observe the department for conditions that cause shrink (restock items, overuse of bags, items left under shopping basket, discounting, sliding, etc.) and take action to correct, including reporting conditions and situations to Loss Prevention and/or the Store Manager when appropriate.
- Make regular inspections of the front-end of the store to ensure front-end staff is maintaining company standards as outlined on the Front-End Checklist.
- When in charge of the store or as directed by Store Manager, monitor conditions in the store and assist department managers in taking remedial action when necessary to ensure company standards for cleanliness, presentation, and service are achieved.
- Enforce all company policies and procedures as they relate to front-end operation. Ensure that efficiency procedures are being followed consistently; review checklists, coach, and enforce adherence to established processes.
- Schedule and supervise special store activities such as store tours, club parties, sidewalk sales, holiday promotions, etc.
- Monitor the parking lot periodically to ensure parking lot attendants are collecting baskets regularly, maintaining parking lot conditions, and ensuring that there are baskets available for customers at the entrances.
- Maintain and coordinate a regular cleaning and housekeeping program for the front-end area and direct front-end employees in following the program. Direct maintenance staff in keeping front-end areas clean and free of trash and spills.
- Interview candidates for front-end positions and assess candidates against Fiesta’s standards for customer service; hire and/or recommend candidates for hire into front-end positions.
- Coordinate and ensure that selected candidates are smoothly processed through the initial hiring process, including attendance in orientation, and viewing of safety videos before beginning job training.
- Schedule, conduct or direct, and monitor training as designed for each position
- Input new team members into the scheduling system. On a weekly basis, using the front-end labor scheduling system, prepare a front-end schedule that will ensure maximum customer service, while taking into consideration the labor budget, and reasonable scheduling needs of the front-end staff; review schedule with other managers, make final adjustments, and post for staff.
- Monitor front-end schedule and personnel continuously during store’s open hours; note arrivals of team members; make adjustments when team members fail to report; monitor customer flow and adjust assignments to maintain high levels of customer service and minimize unproductive expenditure of time; manage staff transitions (on/off duty, breaks).
- Monitor the labor budget and make necessary adjustments so as to meet budget expectations.
- Instruct checkers to prepare cash pick-ups in order to maintain proper levels of cash in checkers’ trays; ensure the security of cash pick-ups by efficiently collecting the pick-ups, properly transferring the cash out of checkers’ trays; turning over cash pick-ups to the booth without distraction.
- Assign supplemental duties to checkers as required (clean front-end shelves, refill bags, refill each check-out drawer with extra supplies, resupply weekly ads, collect and return hand baskets to front door area, etc.).
- Ensure that checkers and sackers and others involved in price checks follow proper steps to identify and record bad scan information for Scan Coordinator to research and resolve; follows up with Scan Coordinator on pricing problems identified by checkers; when pricing problems occur with perishable products, instruct booth staff to immediately make corrections in system so that product can be returned to refrigeration.
- Evaluate performance of staff periodically (by means of observation and feedback from other managers and customers) for personnel actions such as retention, promotion, pay increase, transfer, reward or dismissal of employees. Work to develop a friendly atmosphere and good morale in the department; give feedback (positive or negative) and recognition to employees on a regular basis.
- Discuss with Store Manager any personnel situations or policy violations that may have an adverse effect on department operating performance or any situations that may require disciplinary action; initiate disciplinary action or make recommendations as to appropriate disciplinary action according to Fiesta’s disciplinary policies.
- Conduct periodic checker audits for overages and shortages. Administer monthly checker tests to keep checkers current on policies, procedures, and products.
- Secure and maintain the manager’s cash tray; make change for checkers; balance the tray.
- Ensure that all policies and procedures designed to protect the company’s assets are followed at all times; communicate policies and expectations to employees; observe employee actions for compliance; take action as necessary to correct behavior.
- Maintain strict adherence to security procedures, including key control, password security, etc.; ensure that checkers and others with password security do not share passwords or use others’ passwords to perform system operations that are above their own security level. Keep the Store Manager and/or key staff members informed of any unusual or unauthorized activity in and around the store.
- Assign responsibility for ordering front-end supplies (register paper, ribbon, etc.) and monitor to ensure proper levels and proper control.
- Facilitate product transfers between departments or between stores from time to time.
- Maintain a current Food Certification (recommended) and a current TABC. license (required).
- Direct the preparation of the front-end for quarterly inventory and monitor preparations in other departments, assisting when necessary.
- Actively participate in weekly department managers’ meeting.
- Maintain familiarity with all local, state, and federal laws and ensure compliance among checkers (liquor and tobacco sales, WIC sales, etc.)
Secondary Job Duties:
- Knowledge of the front end computer systems to troubleshoot and resolve problems.
- Follow through on all new programs and policies and stay current with changes in policies and procedures.
- Ensure that associates understand company policies and procedures throughout the department and set an example which exhibits these policies.
- Work with front end associates to correct areas of performance that need attention; identify problems and make recommendations to the store manager as appropriate.
- Present favorable impression in dress, personal hygiene, and a business attitude and professional image at all times.
- Notify management of associate theft, customer shoplifting, unauthorized mark downs or property defacement.
- Other duties as assigned by management.
QUALIFICATIONS
- Must be 21 years of age.
- High school diploma or GED, some college preferred.
- Three to five years’ experience in a retail environment.
- Excellent customer service skills required; ability to make decisions and provide direction.
COMPETENCIES
Never- 0%, Occasionally- 1-33%, Frequently- 34-66%, Continuously- 67-100%
Physical Demands:
- Never-sitting.
- Occasionally-Carrying up to 50 lbs., pushing up to 250 lbs., lifting up to 50 lbs., pulling up to 250 lbs., climbing up to 8 foot height, kneeling, crouching, crawling, reaching waist/overhead level, and smelling.
- Frequently-Bending, balancing, stooping, and manual dexterity.
- Continuously-standing on tile/concrete, walking on tile/concrete, talking, seeing, and hearing.
Safety Risk Factors:
- Occasionally-Loud noise, slippery floor surface, hazardous equipment, contact with sharp objects, contact with skin irritants, toxic exposure(see Material Safety Data Sheets), nuisance dust, fumes, sprays, and hazardous cleaning solutions.
- Frequently-Twisting of back and neck and cluttered floor surface.
Other:
- Varied, irregular schedules.
- Working environment is inside.