What You’ll Do:
As a Guest Service Representative, you will play a vital role in ensuring the smooth operations of the Guest Service Department while creating a welcoming and efficient environment for customers and associates alike. Your responsibilities will include:
- Lead by Example: Reinforce company culture, uphold guest service standards, and guide Guest Service associates (Service Desk, Cashiers, Baggers, and Cart Runners) in daily operations.
- Utilize Leadership Tools: include but not limited to ten tile evaluations, Coach’s Reminder Card, Cashier Daily, Cashier Reference Information Binders and Guest Service OPPS Manual
- Oversee Operations: Monitor Guest Service activity, ensure team compliance with procedures, and maintain department cleanliness and functionality.
- Support: Step in to direct guests, manage checkout lines, and provide timely overrides or assistance to the Guest Service team.
- Monitor & Adjust: Efficiently manage staff schedules, adjust operations based on business needs, and maintain compliance with labor laws for minor employees.
- Maintain Staffing Levels: Proactively manage staff coverage by calling in additional team members when needed to cover absences or increased business demand.
- Enforce Labor Laws: Ensure compliance with minor labor laws by appropriately scheduling minor employees for breaks, lunches, and clock-out times, adhering strictly to legal guidelines.
- Optimize Scheduling: Adjust daily schedules based on sales, item movement, and guest traffic to ensure productivity remains at 100%.
- Communicate with Shift Managers: Quickly notify Shift Managers when assistance is required and when handling guest service responsibilities at the checkout lanes.
- Manage Lane Flow: Open additional checkout lanes as needed to ensure a smooth guest experience during busy periods. Keep a cash drawer readily available for personal use when necessary.
- Track Attendance: Utilize the GSR Shift Report to effectively communicate and document lateness or absences.
- Cart Management: Ensure sufficient cart availability by monitoring and managing cart collection and running processes efficiently.
- Honor Commitments: Regular, timely attendance in compliance with the work schedule, and adequate notice to find a replacement for occasional absences.
- Support the Team: Other duties as assigned.
What We’re Looking For:
To succeed as a Guest Service Representative (GSR), you should have:
- Strong Leadership: Excellent communication and interpersonal skills, with the ability to manage and inspire a team in a fast-paced environment.
- Problem-Solving Skills: Proven ability to resolve guest concerns using effective communication and professionalism.
- Organizational Talent: Capability to juggle multiple priorities and adjust schedules as needed to meet business demands.
- Teamwork & Training: A commitment to mentoring others and fostering a collaborative team environment.
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 accommodation 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 to operate equipment.
- Physical ability to stand for extended periods and move/handle boxes of merchandise and fixtures throughout the store, which entails lifting, and perform all functions as set forth above.
- Ability to work varied hours/days, including nights, weekends, and holidays, as needed.
Work Schedule:
The Guest Service Representative is an hourly position that may be part-time or full-time. The work schedule may include mornings, afternoons, evenings, weekends, and holidays within the individual’s availability.
This role offers the opportunity to support a dynamic team and ensure a positive shopping experience for our guests.