Guest Services Manager

Responsibilities

JOB RESPONSIBILITIES AND ACCOUNTABILITIES:

Assists customers during their shopping experience

• Ensures lines are moving quickly and efficiently
• Greet, Offer, & Thank all customers
• Prompt response to customer concerns
• Ability to perform duties of cashiers, baggers, & courtesy counter employees as needed
• Recording and reporting customer requests
• Ability to show customers where products are located

Maintaining a neat and organized store appearance

• Keeping front-end supplies stocked and organized
• Cleaning spills and debris quickly and safely
• Ensuring a safe and clean shopping environment during inclement weather
• Maintaining a clutter-free environment throughout the store
• Assigning cleaning and facing opportunities to baggers and cashiers during down times

Daily supervision of store policies and procedures

• Develop effective daily/weekly work plans
• Adherence to Hornbacher's Food Safety Practices
• Utilize sales projections, budgeted labor goals, & previous operating results to optimize store performance
• Providing performance reviews to front-end associates
• Providing training and development opportunities for store associates
• Calling in maintenance requests for store issues
• Oversee store operations in the absence of the Store Director/Assistant Store Director

Qualifications

JOB COMPETENCIES AND REQUIREMENTS:

People management skills

• Training and development of associates to ensure competence in assigned tasks and to develop for advancement
• Managing performance of associates
• Recognizing coaching opportunities and utilizing skills to encourage growth
• Encouraging active participation and cooperation within front-end team
• Encourage individual & group effort toward providing the best service possible

Communication skills

• Ability to Greet, Offer, & Thank all customers
• Building strong channels of communication throughout the store
• Communicating with customers on ways to deliver outstanding service
• Addressing customer concerns and presenting mutually beneficial outcomes

Logical reasoning skills

• Ability to multi task and prioritize business needs
• Identifying patterns and trends of the business and utilizing that information to provide outstanding customer service
• Recognizing problems and the ability to solve them creatively and independently

Physical Work Environment

• Ability to stand and walk for long periods of time
• Ability to reach, lift, stack, and maneuver objects of varying dimensions and weights up to approximately 50 lbs.
• Occasional use of calculators, computers, telephone, fax, and other office equipment in the course of the normal workday.

Experience

• 1-2 years supervisory experience preferred
• Retail experience preferred

*Must be able to work a variety of shifts; including nights, weekends, & holidays.