Guest Services Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Enthusiastically leads, supports, teaches, and reinforces company culture, guest service, and performance expectations to all Front End associates.
• Collaborates with the Store Manager on maintaining adequate staffing levels; assists with interviewing and extending job offers.
• Performs tasks as delegated by the Store Manager to effectively lead the Front End.
• Completes check-ins, training checklists, front end department meetings, labor management and associate accountability.
• Develops key associates to take the next step in the department and/or store.
• Collaborates with store leadership on the writing and delivering of associate performance reviews.
• Documents violations of company policies/procedures and collaborates with Human Resources and Store Manager to conduct appropriate corrective action, up to and including termination.
• Conducts guest services trainings, such as cashier and bagger training.
• Directly oversees Front End activity to ensure a positive guest experience and team environment.
• Communicates department priorities to Front End team and delegates responsibilities.
• Manages communication through emails, one to one meeting, department meetings, etc.
• Ensures Front End operating procedures are known and followed.
• Ensures Front End cleanliness, maintenance, and sanitation.
• Develops and implements weekly/daily work plan for Front End.
• Uses labor tools to write a schedule that will meet the needs of our guests while maximizing productivity to achieve the correct labor budget.
• Manages Front End staff levels throughout the day to coincide with actual item and guest counts.
• Weekly Accuracy- assists in the completion of, posting, follow up with Cash Office and associates including any disciplinary actions.
• Responsible for the department’s timekeeping accuracy. Communicate to HR/Payroll regarding any missing time, transferred hours, and schedule issues.
• Ensure all quality standards are being met, including quantity expectations at 100% by 10 am and 5 pm.
• Regular, timely attendance in compliance with the work schedule, and adequate notice to find a replacement for occasional absences.
• Other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• High School Education or equivalent combination of education and experience.
• 2 years of leadership experience (manager or lead) - retail preferred.
• Ability to deal tactfully and effectively with customers 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.
• Good 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.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• The associate must possess the ability to stand in place for long periods of time; walk in the store; bend, stoop and kneel regularly. Requires fine finger and broad manual dexterity, and eye-hand-foot coordination in order to operate equipment.
• The associate must have full range of upper body motion in order to lift products. Requires the ability to perform repetitive tasks for prolonged periods of time.
• Must possess functional sensory abilities in order to visually monitor the store, create attractive displays, and to operate equipment.
• The position requires the associate to lift up 30 pounds on an occasional basis.
• Ability to work varied hours/days including nights, weekends and holidays as needed.