Bench - Guest Service Manager - Wrens Area

IGA Southeast•Wrens, GA

About The Position

The Guest Service Manager at Kj’s Market leads guest service and training efforts in the Front End. The role observes, evaluates, and coaches hosts to deliver friendly, superior customer service, while using measurements and reports to assess host, financial, and operational effectiveness. The manager identifies training needs, delivers and improves on-the-job training, and selects, trains, and develops Guest Service Leaders. They partner with the store management team to address performance gaps, support organizational effectiveness, and ensure hiring, onboarding, training, and documentation follow established guidelines. The position also supports Front End operations, including guest orders and service-desk functions, scheduling for desired guest service within labor guides, cash counts, bank deposits, audits, asset protection, shrink control, funds security, and supply management. The role requires working peak-time shifts, such as 10–7, at least three to four days per week.

Requirements

Strong communication and partnering skills.
Knowledge and application of operations within a retail environment.
Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job.
Knowledge and application of the principles of differentiated learning.
Leadership experience with direct reports.
Ability to read and understand information and direction.
Ability to work well with others.
Ability to lift 25 lbs. occasionally and 15 lbs. constantly.
Must be at least 18 years old.
Ability to stand for extended periods of time.
Demonstrated successful use of math skills.
Ability to work well with computers.
Knowledge of Front End operations.
Ability to work shifts during peak times (such as 10–7) at least 3–4 days per week.

Responsibilities

Observe, evaluate, and coach hosts to deliver friendly, superior customer service focused on show.
Maintain measurement plans and reports to evaluate host, financial, and operational effectiveness.
Conduct training needs assessments, identify performance gaps, and provide coaching and feedback.
Deliver on-the-job training programs and materials, and drive measurement-based continuous improvement of OJT.
Select, train, and develop Guest Service Leaders.
Assess the Friendliness and Show aspects of each department, identify performance gaps and training needs, and partner with store management to provide solutions.
Manage training activities, assess the support needed to drive organizational effectiveness, and partner with store management to address needs.
Manage hiring processes, including sourcing and candidate management, and work with store management to ensure interviewing, onboarding, and training follow established guidelines.
Complete, review, and maintain training documentation, including OJT, new-hire, and performance documentation.
Work with the Store Manager to ensure schedules provide the desired level of guest service within established labor guides.
Process guest orders, including performing cashier or guest service clerk functions.
Perform guest service desk functions as needed.
Ensure an accurate daily cash count is completed and bank deposits are made daily according to policy.
Monitor and analyze audits according to company guidelines.
Monitor and enforce Front End policies related to Asset Protection and Shrink Control.
Ensure the security of the office and store funds.
Maintain Front End supplies according to budget.