Guest Services Department Manager

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Company Overview

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 Summary

Join our Festival Foods team as a Guest Services Department Manager! 

Job Title: Guest Services Department Manager 

FLSA Status: Salary 

Reports to: Store Director/Department Director 

Are you a people-focused leader with a passion for delivering outstanding guest service? Do you excel in creating welcoming experiences and fostering a positive team environment? If so, we invite you to apply to join our team as a Guest Service Manager! 

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, you’ll handle each interaction with professionalism and care. Your willingness to help guests with what they need, and develop your team of associates, will make a positive impact every day. 

External Job Description

What You’ll Do:  

As a Guest Services Department Manager at Festival Foods, your responsibilities will include: 

• Lead and Inspire: Guide, coach, and mentor Guest Services associates (Cashier, Customer Service Representative, Bookkeeper, Service Desk, Bagger, Cart Runner), reinforcing our Festival Foods culture and guest service expectations to create a welcoming, efficient checkout experience. 

• Maintain Staffing Levels: Oversee staffing by interviewing applicants, making job offers, and approving weekly schedules to align with labor and budget needs. Responsible for the department’s timekeeping accuracy. Communicates to HR regarding any missing time, transferred hours, and schedule issues. 

• Develop the Team: Write and conduct performance reviews, address policy violations, and help develop the Assistant Department Manager and Department Leads for advancement. 

• Ensure Smooth Operations: Oversee the Guest Services area, ensuring accurate cash control, high guest service standards, and optimal cashier productivity. Adjust daily schedules as needed. 

• Quality Standards: Ensures all quality standards are being met, including quantity expectations at 100% by 10 am and 5 pm.  

• Deliver Outstanding Service: Ensure that all associates deliver exceptional service by answering guest questions, resolving concerns, and processing special orders. 

• Honor Commitments: Regular, timely attendance in compliance with the work schedule, and adequate notice to find a replacement for occasional absences. 

• Support the Team: Perform other duties as assigned. 

What We’re Looking For:  

To succeed as a Festival Foods Guest Services Department Manager, you should have: 

• Leadership Experience: 3 years of leadership experience, with at least 2 years in a management role. 

• Communication Skills: Excellent oral and written communication skills, with the ability to lead a diverse team in a fast-paced environment. 

• Guest Focus: A proven ability to deal tactfully and effectively with guests and associates, maintaining a positive environment under pressure. 

• Technical Knowledge: Proficiency with technology and familiarity with safety protocols, including lifting techniques, scanning processes, and operating equipment like trash compactors. 

Physical Demands and Work Environment: 

The physical demands and work environment described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Must be able to stand for long periods, walk throughout the store, and regularly bend, stoop, and kneel. 

• Requires fine motor skills and manual dexterity to operate equipment. 

• The ability to lift stock and perform repetitive tasks for prolonged periods. 

• Work in a temperature-controlled environment with occasional exposure to outdoor elements, coolers, and freezers. 

Work Schedule: 

The Guest Services Department Manager is a full-time, salaried 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. 

This role offers the opportunity to lead a dynamic customer service team, ensure smooth operations, and provide exceptional guest experiences at Festival Foods. 

Benefits Overview

WHY YOU'LL LOVE IT HERE: