Guest Services Department Manager

Festival Foods • Janesville, WI

2d • Onsite

About The Position

The Guest Services Department Manager leads teams across Guest Services, Pricing, and Cash Office to provide a welcoming, helpful guest experience and maintain strong operational standards. The manager develops associates, oversees scheduling and staffing, supports cash control, and ensures efficient department operations. The role reports to the Store Director and directly supervises Guest Services Assistant Managers, the Pricing Coordinator, Online Shoppers, Cashiers, Baggers, Cart Runners, Service Desk Associates, Guest Service Representatives, and Cash Office Clerks.

This is a full-time position at the Festival Foods store at 2233 Humes Road in Janesville, Wisconsin. The schedule includes weekdays, weekends, and holidays, with one night shift per week and one late night per month; the exact schedule may vary based on store needs. The work is primarily in a temperature-controlled environment, with occasional work outside and brief periods in walk-in coolers or freezers.

Requirements

• High school education or equivalent combination of education and experience.
• At least 3 years of leadership experience, including at least 2 years in a manager role.
• Ability to deal tactfully and effectively with guests and personnel.
• Good oral and written communication skills and ability to lead a diverse crew in a fast-paced environment.
• Ability to learn and use Microsoft Office, point-of-sale systems, bookkeeping software, cash-management tools, and register systems to process information and merchandise.
• Thorough understanding of safety requirements and company safety policies.
• Ability to apply on-the-job safety training to recognize and respond to potential safety hazards on store premises.
• Proper training and knowledge of lifting techniques, scanning techniques, and trash-compactor procedures.
• Ability to stand in place for long periods; walk in the store; and bend, stoop, and kneel regularly.
• Fine-finger and broad manual dexterity, and eye-hand-foot coordination to operate equipment.
• Full range of upper-body motion to occasionally lift stock and ability to perform repetitive tasks for prolonged periods.
• Functional sensory abilities to visually monitor the store, create displays, and operate equipment.
• Ability to occasionally lift up to 50 pounds.
• Ability to work outside checking store property and to spend short periods in walk-in coolers or freezers.
• Ability to work weekdays, weekends, and holidays, including one night shift per week and one late night per month.

Responsibilities

• Lead teams in delivering professional, helpful guest service and addressing guest questions and concerns.
• Coach and mentor associates and reinforce company culture, guest service standards, and performance expectations.
• Finalize and approve weekly schedules in line with labor and budget projections, and make daily adjustments as needed.
• Support hiring, interviewing, and job offers in partnership with Human Resources.
• Prepare and deliver performance evaluations for direct reports and provide guidance and oversight for indirect reports.
• Document policy violations and take appropriate corrective action in partnership with Human Resources, up to and including termination.
• Provide daily guidance and assistance to department associates, leading by example.
• Maintain service, cash-control, and operational-efficiency standards.
• Monitor cashier production levels and ensure optimal service.
• Work at the register when needed and support store-closing procedures.
• Assist guests with finding items, placing orders, and making special requests.
• Ensure timekeeping records are accurate and communicate discrepancies to Human Resources.
• Ensure quality and quantity expectations are met on time.
• Attend work regularly and on time, and provide adequate notice to find a replacement for occasional absences.
• Perform other duties as assigned.

Benefits

• 15% grocery discount for the associate and immediate household.
• Weekly pay for hourly associates.
• Premium pay for hourly 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 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: Manager
• Education Level: High school or GED