GUEST SERVICE SUPERVISOR

Position Description

Wally’s Guest Service Supervisors are key members of the Guest Service Team, responsible for delivering exceptional guest experiences while ensuring smooth front-end operations. Guest Service Leads process cash, debit, credit, and check transactions through the point-of-sale system with accuracy and efficiency.

In this leadership role, Guest Service Leads supervise and train cashiers, promote a positive work environment, and support team performance. They are responsible for accurately counting drawers, balancing registers, making change, recording purchases, processing returns, and scanning items for sale.

All Guest Service Leads at Wally’s are expected to demonstrate strong knowledge of their department, contribute to the training and development of team members, and provide support across departments whenever needed to ensure seamless operations.

Responsibilities and Duties.   

Hospitality & Guest Experience

• Demonstrate superior hospitality and ensure the team maintains the highest standards of guest service.
• Provide an upbeat, polite, and pleasant guest experience while completing duties in a timely fashion.
• Proactively respond to guest complaints and resolve difficult situations using Wally’s standard operating procedures.
• Utilize BLAST guest de-escalation procedures to assist with potential guest problems and ensure outstanding service.

Leadership & Team Accountability

• Embrace the leadership responsibilities of the role and model professionalism for all team members.
• Hold team members accountable by addressing policy violations and raising performance to meet Wally’s standards.
• Mentor cashiers and other team members by providing coaching, feedback, and professional guidance.
• Enforce Wally’s policies consistently and provide feedback to managers.

Training & Development

• Ensure high-quality team member development through Wally’s Training Program and scheduled touchpoints.
• Provide ongoing guidance, mentorship, and relationship-building with team members.
• Emphasize the importance of training and ensure company policies are followed when training both new and existing staff.
• Possess extensive knowledge of cashier standard operating procedures and share this expertise with the team.

Operations & Compliance

• Ensure cashiers perform accurate cash counts at the beginning and end of shifts.
• Assist in team member evaluation and corrective action processes.
• Understand and confidently carry out programs outlined in Wally’s Emergency Action Plan.
• Ensure compliance with all federal, state, and local laws.

Collaboration & Flexibility

• Partner with Guest Service Managers to report concerns, escalate issues, and support smooth daily operations.
• Provide scheduling flexibility, including availability for nights, weekends, and holidays.
• Perform additional duties as assigned by leadership.

Position Requirements

High school diploma or GED preferred. 1 to 2 years prior guest/cashier experience preferred. 

1 year of supervising small teams is preferred.

Dresses appropriately for position; keeps self well groomed.

Consistently at work and on time; ensures work responsibilities are covered when absent; 

Follows instructions, responds to management direction; takes responsibility for own actions; completes tasks on time 

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to communicate, instruct, and guide the guest service team.  

Basic math and cash handling skills

Must be able to work in a fast-paced environment. 

Ability to apply common sense understanding to carry out written and oral instructions. 

Ability to deal with problems using standard operating procedures. 

Guest Service Leaders are regularly required to stand; use hands to finger, handle, or feel and reach with hands and arms.  The employee is frequently required to walk.  The employee is occasionally required to stoop, kneel, crouch, or crawl and talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. 

Benefits Received

Wally's Team Members receive the following benefits:

• 401(k) with 5% match

• Company-paid medical option

• Dental / Vision

• Company-paid life insurance

• PTO

• Short-Term Disability (STD)

• Long-Term Disability (LTD)

• AD&D (Accidental Death & Dismemberment)

• Health Savings Account (HSA) 

• Flexible Spending Account (FSA)