Guest Service Lead

GSO • Newport News, VA

5d

About The Position

The Guest Service Lead supports the Guest Service Department Manager in delivering an excellent guest experience and making everyday eating extraordinary. The role helps lead the team, ensuring guests feel welcome and the department is well presented. The Lead works alongside the team and manager to teach and coach team members, recognize their successes, keep operations running smoothly, resolve problems, and act as manager when needed. The role reports to the Guest Service Department Manager and reflects a culture of leadership, hospitality, excellence, and teamwork. The pay range is $15.19–$16.48 per hour.

This position requires a flexible schedule, including weekends, days, evenings, and holidays. Work involves repetitive hand and arm movements, grasping, bending, reaching, lifting, pushing, or pulling up to 50 pounds, and exposure to extreme temperatures. Team members may spend extended periods standing or walking, including up to four hours without a break or as required by law. The role requires approved head coverings and personal protective equipment, and may involve using knives, ladders, stepstools, box cutters, pallet jacks, and other equipment.

Requirements

• At least 1 year of progressive management experience in supermarkets, retail, restaurants, hotels, or general business.
• Strong leadership skills and the ability to motivate and develop high-performing teams.
• Proven ability to deliver an exceptional guest experience while achieving performance goals.
• Excellent communication, problem-solving, and conflict resolution skills.
• Ability to work a flexible schedule, including evenings, weekends, and holidays as needed.
• Basic proficiency with POS systems, scheduling tools, and Microsoft Office Suite.
• Must be 18 years of age or older.

Nice To Haves

• Associate’s degree in business, retail management, or a related field, or equivalent experience.
• Experience in grocery, fresh food retail, hospitality, or a high-volume specialty retail environment.
• Knowledge of inventory management systems and financial reporting.
• Bilingual skills.

Responsibilities

• Help monitor labor schedules to meet productivity and budget goals.
• Execute and uphold cash office procedures and controls, including management of cash, keys, and the safe.
• Act as a resource for team members and provide guidance in the manager’s absence.
• Model and coach “Impeccable Hospitality” by actively engaging guests and creating positive experiences.
• Help implement merchandising strategies and promotional plans to maximize sales and profitability.
• Assist in analyzing department financial and performance metrics.
• Collaborate with fellow department leaders to drive overall store success.
• Assist in resolving guest concerns promptly and effectively.
• Teach and coach team members and celebrate their successes.
• Step in as acting manager when needed.

Benefits

• Team Member discount up to 40%.
• Early Earn Wage Access: access up to 50% (maximum $500) of earned wages on demand per pay period.
• 401(k) contribution and company match.
• Financial Wellness Program.
• Personal time off and additional time-off purchase plans.
• Medical, dental, vision, disability, and life insurance for individuals and eligible family members.
• Discounts on pet insurance, daycare, event tickets, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed