Guest Services Department Manager

ABOUT FESTIVAL FOODS:

At Festival, people are at the top of our list. You’ll see it in everything from our daily interactions to how we treat our guests – even in our extensive associate benefits and programs.

Job Title: Guest Services Department Manager  

Reports to: Store Director

Direct Reports:

Guest Services Assistant Manager, Guest Services Assistant Manager-PM, Pricing Coordinator,

Online Shoppers, Cashiers, Baggers, Cart Runners, Service Desk Associates, Guest Service Representatives, Cash Office Clerks

SUMMARY:

The Guest Services Department Manager leads and inspires teams across multiple functional areas, ensuring a welcoming and helpful guest experience, while overseeing key operational areas. This role is responsible for building a high-performing team in Guest Services, Pricing, and Cash Office, streamlining operations and upholding excellence in guest service, cash control, and scheduling. Their willingness to help guests with what they need, and develop associates, will make a positive impact every day. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead a Helpful Service Culture: Developing associates and providing excellent guest service is at the heart of what we do.  Whether it’s a friendly greeting, answering questions or addressing guest concerns, the Guest Service Manager will lead their teams in handling each interaction with professionalism and care.
• Develop a Team: Coach, mentor, and reinforce the Festival Foods culture, guest service standards, and performance expectations for Guest Services, Cash Office, and Pricing associates.
• Oversee Scheduling: Finalize and approve weekly work schedules in alignment with labor and budget projections, making daily adjustments as needed, for Guest Services, Cash Office, and Pricing Coordinator roles.
• Manage Staffing Levels: Support department hiring, interviewing, and job offers to maintain adequate staff levels in partnership with Human Resources.
• Conduct Performance Reviews: Write and deliver performance evaluations for direct reports, while providing guidance and oversight for indirect reports.
• Enforce Company Policies: Document policy violations and take appropriate corrective action in partnership with HR, up to and including termination.
• Provide Daily Guidance: Support and assist department associates in their responsibilities while leading by example.
• Maintain Department Standards: Ensure compliance with service, cash control, and operational efficiency standards.
• Optimize Performance: Monitor guest service cashier production levels and ensure optimal service.
• Cashier Trained: Ready to step in at the register, and support store closing procedures.
• Offer Expertise: Assist guests in finding items, taking orders and special requests.
• Manage Timekeeping: Ensure accuracy of timekeeping records and communicate any discrepancies to HR.
• Meet Quality Standards: Ensure all quality and quantity expectations are met on time.
• 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.

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
• At least 3 years of leadership experience, with at least 2 years in a manager role
• Ability to deal tactfully and effectively with guests and all personnel
• Good oral and written communication skills and the ability to lead a diverse crew in a fast-paced environment
• Ability to learn and use technology, including Microsoft Office suite, point-of-sale systems, bookkeeping software and cash management tools, and process information/merchandise through register system.
• Thorough understanding of all safety requirements and company safety policies
• Must possess the ability to apply on-the-job safety training to recognize and react to possible safety hazards on store premises.  Also requires proper training and knowledge of the following equipment/procedures: proper lifting techniques, proper scanning technique, trash compactor

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 employee 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
• This position requires the employee have the ability to have full range of upper body motion in order to occasionally lift stock.  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 employee to lift up to 50 pounds on an occasional basis.
• Working conditions consist primarily of a temperature-controlled environment. The ability to work outside checking store property, in walk-in coolers or freezers for short periods of time is necessary.

WORK SCHEDULE:

The Guest Services Manager is a full-time position. The work schedule includes weekends, weekdays, and holidays, with one night shift per week and one late night per month. The exact schedule may vary based on store needs. 

WHY YOU'LL LOVE IT HERE: