Guest Service Mgr Level III

Lowes Foods•Reidsville, NC

About The Position

The Guest Service Mgr Level III ensures consistent, memorable guest experiences through superior show quality and guest service. The role trains, demonstrates, evaluates, and coaches hosts in the four priorities of Safety, Friendliness, Show, and Efficiency, and supervises and performs functions related to sales-related assets. This position oversees guest-service training and improvement, including evaluating performance, identifying training needs, delivering on-the-job training, developing Guest Service Leaders, and partnering with store management on solutions. It also manages hiring and training processes and maintains related documentation. The role supports Front Porch operations by helping schedule staffing to meet service needs, processing guest orders, performing service-desk functions, overseeing cash counts and deposits, monitoring audits, enforcing asset-protection and shrink-control policies, securing funds, and managing supplies within budget.

Requirements

Strong communication and partnering skills.
Knowledge of and ability to apply retail operations.
Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job.
Knowledge of and ability to apply 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 pounds occasionally and 15 pounds constantly.
Must be at least 18 years old.
Ability to stand for extended periods.
Demonstrated successful use of math skills.
Ability to work well with computers.
Knowledge of Front Porch 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 guest service focused on show.
Maintain measurement plans and reports to evaluate host, financial, and operational effectiveness.
Conduct training needs assessments to identify performance gaps and provide coaching and feedback.
Deliver on-the-job training programs and materials.
Drive measurement-based continuous improvement of on-the-job training.
Select, train, and develop Guest Service Leaders.
Assess Friendliness and Show across departments, identify performance gaps and training needs, and partner with store management to provide solutions.
Manage training activities, assess organizational support needs, and partner with store management to deliver solutions.
Manage hiring processes, including sourcing and candidate management, and help ensure interviews, onboarding, and training follow established guidelines.
Complete, review, and maintain training documentation, including on-the-job training, new-hire, and performance documentation.
Work with the Store Manager/Director to ensure schedules provide the desired guest-service level within established labor guides.
Process guest orders, including cashier or guest-service-clerk functions.
Perform guest service desk functions as needed.
Ensure an accurate daily cash count is completed.
Ensure bank deposits are completed daily according to policy.
Monitor and analyze audits according to company guidelines.
Monitor and enforce Front Porch asset-protection and shrink-control policies.
Ensure the security of the office and store funds.
Maintain Front Porch supplies according to budget.