Guest Service Manager

Overview

Come grow with grocery at IGA Southeast! We’re not like other grocery stores – We Create Smiles! Join us where you can create smiles, share your hometown pride, and grow in a fast-paced environment – We need YOU!

 

Benefits for Now and Your Future:

• Weekly Pay
• Paid Time Off
• Medical, Dental, Vision
• Short & Long-Term Disability
• Employee Assistance Program

RETIREMENT

• 100% Company Funded Pension
• 401K

 

Responsibilities

Observe, evaluate, and coach hosts to deliver friendly, superior customer service which focuses on show.

Maintain measurement plans and reports to evaluate host, financial and operational effectiveness.

Conduct training needs assessments to identify performance gaps and provide necessary coaching and feedback.

Deliver on-the-job training (OJT) programs and materials.

Drive measurement based continuous improvement of OJT.

Select, train and develop Guest Service Leaders.

Assess the Friendliness and Show aspects of each department, identifying performance gaps and other training needs. Provide feedback and partner with the store management team to deliver solutions.

Manage training activities (OJT, online, etc.) and assess the support needed to drive organizational effectiveness. Provide feedback and partner with the store management team to deliver solutions.

Manage the hiring processes including sourcing and candidate management. Work with the store management team to ensure interviewing, onboarding and training processes follow established guidelines.

Complete, review, and maintain all training documentation including OJT, new hire and performance documentation.

Works with Store Manager to ensure that a schedule is written to provide the desired level of guest service within established labor guides.

Process guest orders, including performing functions of cashiers or guest service clerks.

Perform guest service desk functions as needed.

Ensure that an accurate daily cash count is completed.

Ensure bank deposits are completed daily according to policy.

Monitor and analyze audits according to company guidelines.

Monitor and enforce all Front End policies related to Asset Protection and Shrink Control.

Ensure the security of the office and store funds.

Maintain supplies needed for Front End according to budget.

Qualifications

1. Strong communication and partnering skills. 2. Knowledge and application of operations within a retail environment. 3. Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job. 4. Knowledge and application of the principles of differentiated learning. 5. Leadership experience with direct reports. 6. Ability to read and understand information and direction. 7. Ability to work well with others. 8. Ability to lift 25 lbs. occasionally and 15 lbs. constantly. 9. Must be at least 18 years old. 10. Ability to stand for extended periods of time. 11. Demonstrate successful use of math skills. 12. Ability to work well with computers. 13. Knowledge of Front End operations. 14. Ability to work shifts during peak times (such as 10-7) at least 3-4 days per week.