Guest Service Representative

Overview

The Guest Service Representative (GSR) is responsible for delighting Thorntons’ Guests with a fast, friendly, fresh, clean, and in-stock shopping experience. GSRs assist in maintaining brand standards through the execution of tasks within the Store Operating System, providing a craveable fresh food and beverage offering in a food safe environment, and supporting store goals and initiatives.

• Delivers guest service with a “how may I help you” attitude. Looks for opportunities to delight guests and follows instructions from store management.
• Practice safe working habits that align with company safety rules. Advise store management of any maintenance or safety problems.
• Adhere to all city, county, state, and other applicable laws and regulations as it relates to restricted sales such as alcohol, tobacco, and lottery.
• Prepare fresh food while meeting and maintaining food safety requirements and standards (e.g., time and temp logs, dating procedures, washing and sanitizing dishes). Obtain necessary food safety and handling certifications as required.
• Follow all cash handling procedures as outlined in the Cash Handling Policy. Assure proper sale and accounting of money orders/lottery during shift. Accurately account for and document price overrides, store use of merchandise, voids, returns and waste. Ensure that Store Management is made aware of all sales, cash, or operating discrepancies.
• Keep coolers, beverage dispensers, impulse lane merchandise, store shelves, and displays fully stocked and fronted on a regular basis.
• Use suggestive selling techniques to suggest items to Guests that complement their purchases. Encourage Guest participation in the Refreshing Rewards loyalty program.
• Clean windows, floors, shelving, counters, and restrooms per Store Operating System Game Plans. Clean and maintain equipment and ready high-margin products such as coffee, fountain drinks, etc. Monitor and clean the fuel dispensers, parking lot and grounds surrounding the store, including trash duties, in all-weather conditions.
• Live Thorntons’ Core Values and contribute to an environment that is welcoming and belonging for Team Members and Guests.
• Be responsible for your shift by following the attendance policy and staying familiar with all company policies as outlined in Thorntons’ Team Member Handbook.
• Embrace new company initiatives and technologies. Provide a craveable fresh food offering by maintaining PAR levels per store expectations.
• Perform additional duties as assigned.

• Region Manager
• Human Resource Manager
• General Manager
• Store Manager
• Food Service Manager
• Guest Service Representatives

• Follows written and verbal direction/instructions and seeks clarification when required.
• Works effectively and accurately in a fast-paced environment.
• Seeks appropriate support to solve problems in a timely manner.
• Delights customers by providing a friendly and helpful experience that wins loyalty to the brand.
• Demonstrates self-control in stressful situations.
• Adaptability and flexibility to respond effectively to a variety of situations.
• Open and approachable demeanor with a positive, constructive tone and a “can do” attitude.
• Active listening, asks questions, and provides clear, concise information to others via verbal or written communication.
• Takes pride in delivering high-quality Guest service.
• Meets performance expectations associated with the role.
• Uses analytical skills to identify and solve problems or situations encountered on the job.
• Uses basic arithmetical skills to manage cash drawers, lottery receipts, inventory needs, etc.
• Values diversity and recognizes the strengths that individuals from divergent life experiences bring to the team.

• Principles and processes for providing Guest Service, including needs assessment, meeting quality standards for services, and evaluating Guest satisfaction.
• Principles and methods for showing, promoting, and selling products or services.

All experience is considered.

• High School Diploma or GED (Preferred)
• Food Certifications (Preferred)

• Must be able to climb a ladder to clean windows, stock…