Guest Service Representative (Full Time)

Festival Foods • West Allis, WI

2d • Onsite

About The Position

Festival Foods is hiring a full-time Guest Service Representative (GSR) at its West Allis location. The position reports to the Guest Services Manager and requires availability on weekdays from 4–10 p.m. and one weekend day. The GSR provides friendly, efficient guest service at the front service desk and checkout area while helping guide Guest Service associates and oversee daily department operations. The work schedule may include mornings, afternoons, evenings, weekends, and holidays, within the associate’s availability.

The role involves managing guest-service activity, staff coverage and schedules, checkout-lane flow, cart availability, and department cleanliness and functionality. The GSR supports associates, communicates with Shift Managers, documents attendance issues, and helps ensure compliance with procedures and minor labor laws. The position is performed in a grocery store and requires standing for extended periods, walking, bending, stooping, kneeling, operating equipment, and moving or handling merchandise and fixtures.

Festival Foods describes itself as a Wisconsin grocer operating more than 40 full-service supermarkets and committed to community giving, exceptional guest service, and value. The company states that it provides equal employment opportunities and seeks an inclusive environment for associates of all backgrounds and perspectives.

Requirements

• Availability on weekdays from 4–10 p.m. and one weekend day.
• Strong 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.
• Ability to work varied hours and days, including nights, weekends, and holidays, as needed.
• Ability to stand in place for long 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 stand for extended periods and lift, move, or handle boxes of merchandise and fixtures throughout the store.

Responsibilities

• Provide friendly, professional service by greeting guests, answering questions, and addressing concerns.
• Reinforce company culture and guest-service standards, and guide Guest Service associates in daily operations.
• Use leadership tools such as ten tile evaluations, 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 timely overrides or assistance to the Guest Service team.
• Manage staff schedules and adjust operations in response to business needs while complying with labor laws for minor employees.
• Call in additional team members when needed to cover absences or increased demand.
• Schedule breaks, lunches, and clock-out times for minor employees in accordance with applicable labor laws.
• Adjust daily schedules based on sales, item movement, and guest traffic to maintain productivity.
• Notify Shift Managers promptly when assistance is needed, including while handling guest-service responsibilities at checkout lanes.
• Open additional checkout lanes as needed and keep a cash drawer 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 maintain 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.
• Time-and-a-half pay for hourly full-time store associates on Sundays and select holidays.
• Schedules provided two weeks in advance.
• Vision insurance and two dental coverage options for part-time and full-time associates.
• Three weeks of paid parental leave.
• Fitness reimbursement program.
• Employee Assistance Program (EAP) and LEAPCare Care Coaches offering confidential support.
• 401(k) retirement savings plan with an annual discretionary company match.

What This Job Offers

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