Guest Service Manager

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Full Time Wally's Pontiac, Pontiac, IL, US

30+ days ago Requisition

Salary Range: $55,000.00 To $65,000.00 Annually

Leadership Role at Wally’s | Bonus Eligible | Full Benefits

Wally’s is seeking a confident and hospitality-driven
Guest Service Manager to lead our front-end operations and Guest Service Team. This role is responsible for setting the tone for the guest experience, developing strong service leaders, and ensuring daily execution aligns with Wally’s brand standards.

The Guest Service Manager plays a critical role in building a culture where guests feel welcomed, team members feel supported, and operations run smoothly. If you are energized by leading people, resolving challenges in real time, and driving service excellence in a high-volume environment, this is an opportunity to grow your leadership career with Wally’s.

Quarterly performance bonus opportunity

401(k) with 5% company match

Company-paid medical option

Company-paid Life Insurance

PTO

Short-Term & Long-Term Disability

AD&D coverage

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Guest Service leadership at Wally’s is about presence, accountability, and energy. You will oversee Guest Service Leads and cashiers while ensuring every guest interaction reflects professionalism and “Aggressive Hospitality.”

You will guide scheduling, training, performance conversations, and service standards while supporting cash handling accuracy and operational compliance. This role leads escalated guest situations using Wally’s BLAST service approach and works closely with Store Leadership and Loss Prevention to protect the guest experience.

Strong Guest Service Managers anticipate issues before they escalated, coach in the moment, and maintain a positive, high-accountability culture. You will collaborate across departments to ensure seamless operations during peak business periods and help develop the next generation of service leaders.

We are seeking a leader with retail or food service management experience who is comfortable supervising larger teams in a fast-paced environment.

The ideal candidate demonstrates strong communication skills, confident decision-making, and the ability to balance guest satisfaction with operational discipline. Prior experience with scheduling, training, and performance management is strongly preferred.

This position requires flexibility, including availability for nights, weekends, and holidays.

Extended periods of standing and walking (8–12 hours)

Ability to lift and move up to 25 pounds

Ability to perform essential job functions with or without reasonable accommodation

The Guest Service Team defines the first and last impression of the store. Strong leadership in this role directly impacts guest loyalty, team morale, and overall store performance.