Guest Service Representative (Full Time)

Festival Foods • West Allis, WI

3d • Onsite

About The Position

Festival Foods is hiring a full-time Guest Service Representative (GSR) in West Allis, Wisconsin. The role provides friendly, efficient service to guests while guiding Guest Service associates and supporting front-end operations. The position reports to the Guest Services Manager. Availability is required on weekdays from 4–10 p.m. and one weekend day. The broader work schedule may include mornings, afternoons, evenings, weekends, and holidays, depending on availability and business needs.

The GSR reinforces company culture and guest service standards, monitors department activity, helps maintain cleanliness and functionality, and supports checkout operations. The role includes managing schedules and staffing coverage, communicating with Shift Managers, monitoring cart availability, documenting attendance, and ensuring minor employees’ schedules comply with labor laws. The associate must be able to stand for extended periods, walk throughout the store, bend, stoop, kneel, operate equipment, and lift or move merchandise and fixtures.

Festival Foods describes itself as a Wisconsin grocer operating more than 40 full-service supermarkets and committed to serving its communities and providing guests with exceptional service and value.

Requirements

• Excellent communication and interpersonal skills, with the ability to manage and inspire a team in a fast-paced environment.
• Ability to resolve guest concerns through effective communication and professionalism.
• Ability to juggle multiple priorities and adjust schedules to meet business demands.
• Commitment to mentoring others and fostering a collaborative team environment.
• Availability on weekdays from 4–10 p.m. and one weekend day.
• Ability to work varied hours and days, including nights, weekends, and holidays, as needed.
• Ability to stand in place for extended periods and walk throughout the store.
• Ability to bend, stoop, and kneel regularly.
• Fine-finger and broad manual dexterity, and eye-hand-foot coordination to operate equipment.
• Physical ability to lift and move boxes of merchandise and fixtures throughout the store.

Responsibilities

• Provide professional and caring service by greeting guests, answering questions, and addressing concerns.
• Reinforce company culture and guest service standards, and guide Guest Service associates—including Service Desk associates, Cashiers, Baggers, and Cart Runners—in daily operations.
• Use leadership tools, including ten tile evaluations, the Coach’s Reminder Card, Cashier Daily, Cashier Reference Information Binders, and the Guest Service OPPS Manual.
• Monitor Guest Service activity, ensure compliance with procedures, and maintain department cleanliness and functionality.
• Direct guests, manage checkout lines, and provide overrides or other timely assistance to the Guest Service team.
• Manage staff schedules and adjust operations based on business needs while complying with labor laws for minor employees.
• Arrange additional staff coverage when needed due to absences or increased business demand.
• Schedule minor employees’ breaks, lunches, and clock-out times in accordance with labor laws.
• Adjust daily schedules based on sales, item movement, and guest traffic to maintain productivity.
• Notify Shift Managers when assistance is required and when handling guest service responsibilities at checkout lanes.
• Open additional checkout lanes as needed and keep a cash drawer readily available for personal use when necessary.
• Use the GSR Shift Report to document and communicate lateness or absences.
• Monitor cart collection and running processes to ensure sufficient cart availability.
• Attend work regularly and on time, and provide adequate notice to find a replacement for occasional absences.
• Perform other duties as assigned.

Benefits

• 15% associate discount on grocery purchases for the associate and immediate household.
• Weekly pay for hourly associates.
• Full-time hourly store associates receive time and a half on Sundays and select holidays.
• Schedules provided two weeks in advance.
• Vision insurance and two dental coverage options for eligible associates.
• Three weeks of paid parental leave.
• Fitness reimbursement program.
• Employee Assistance Program (EAP) and LEAPCare Care Coaches offering confidential support.
• 401(k) plan with an annual discretionary company match.

What This Job Offers

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