Guest Services Lead

Position Description Metropolitan Market

Position Title:

Guest Services Lead

FLSA Status: Non-Exempt

Classification: Union

Department: Operations, Front End

Reports To: Guest Services Team Leader

Job Summary: As a leader of our Front End Department, this position is responsible for fostering an engaging and exciting environment for team members and guests alike. Ensures legendary customer service, work safety, quality control, and food safety. In partnership with the Guest Services Team Leader actively develops team members and manages department labor and general expense control. In the absence of the Guest Services Team Leader, assumes primary responsibility for department operations.

This position oversees all store operations in the absence of the Store Director team and Guest Services Team Leader.

Essential Functions (include, but are not limited to the following):

• Immediately greets all guests; demonstrates genuine enthusiasm and sincerity; customizes approach to meet guest needs and build rapport. Creates guest loyalty through individualized service.
• Effectively follows through with guests, including item requests, questions, and concerns.
• Effectively shifts gears to meet guest needs; moves with ease from greeting to closing the sale, thanking guests, and inviting them back.

• Develops guest base by providing excellent customer service throughout the store; effectively secures the assistance of other store personnel as needed.

• Possesses knowledge of store layout and readily provides customers information on products, services, and activities.

• Actively communicates new and exciting products and promotions to our guests and team members.
• Ensures all guest and other phone inquiries are handled with appropriate telephone etiquette, effectively providing consistent, friendly, and efficient service.

• Trains all Front End team members on customer service expectations and techniques; ensures customer service expectations are consistently achieved on a department-wide basis.
• Ensures a high level of carry-out service is provided to our guests.

• Maintains Front End area in a clean, organized, guest-friendly manner; consistently provides guests a professional, upbeat atmosphere.

• Effectively builds and maintains morale; provides motivation and feedback; fosters a cohesive, productive team of employees.
• Assists the Guest Services Team Leader with department interviewing, hiring, and staffing levels, including active recruitment of potential department team members (e.g., communicates with local schools, businesses, and organizations, and networks within the community and industry). At all times, ensures an ample qualified group of candidates is identified, available, and interested in joining our team.
• In partnership with the Guest Services Team Leader is responsible for department employee relations, including employee training, performance appraisals, coaching, counseling, and corrective action.
• Leads by example, provides team members with clear expectations and timely feedback.
• Effectively delegates and follows-up with team members.
• Actively leads and participates in product promotions/focuses and community events.
• Provides team members with information necessary to their positions; actively communicates; works to involve and educate all team members.

• Contributes to a productive, enjoyable work environment; fosters working relationships that promote positive team morale. Effectively utilizes the Company’s Open Door and Conflict Resolution programs as needed. Gives and receives input/feedback in a solution-based manner.

• Actively shares our company’s vision with team members and guests.
• In partnership with the Guest Services Team Leader actively develops team members; leads team members in career pathing and personal development; prepares team members for advancement/promotion.

• Oversees store operations and ensures standards are maintained in the absence of the Store Director team and Guest Services Team Leader.
• Ensures accurate in-store cash handling procedures, including all transfers of funds between the safe and register (e.g., loans and pick-ups).
• Effectively performs all Checker responsibilities, including all cash, check, debit/credit, and EBT transactions.

• In the absence of the Guest Services Team Leader, determines daily projects and activities of department employees; ensures daily tasks and assignments are accomplished correctly and in a timely manner.

• In partnership with the Guest Services Team Leader…