Guest Services Department Manager

Festival Foods • Janesville, WI

3d • Onsite

About The Position

The Guest Services Department Manager leads and inspires teams across Guest Services, Pricing, and Cash Office to provide a welcoming and helpful guest experience. The role builds a high-performing team, streamlines operations, and upholds standards for guest service, cash control, and scheduling. The manager reports to the Store Director and oversees Guest Services Assistant Managers, the Pricing Coordinator, online shoppers, cashiers, baggers, cart runners, service desk associates, guest service representatives, and cash office clerks.

The position is full-time. 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 short periods outside, in walk-in coolers, or in freezers. The role requires standing and walking for extended periods, regular bending, stooping, and kneeling, operating equipment, repetitive tasks, and occasional lifting up to 50 pounds.

Requirements

• High school education or an 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 the 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 react to potential safety hazards on store premises.
• Training and knowledge in proper lifting and 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 weekends, weekdays, holidays, one night shift per week, and one late night per month.

Responsibilities

• Lead teams in providing professional, helpful guest service and addressing guest questions and concerns.
• Coach and mentor associates and reinforce company culture, guest service standards, and performance expectations across Guest Services, Cash Office, and Pricing.
• Finalize and approve weekly work schedules in alignment with labor and budget projections, and make daily adjustments as needed.
• Support hiring, interviewing, and job offers in partnership with Human Resources to maintain adequate staffing.
• Write 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.
• Ensure compliance with service, cash-control, and operational-efficiency standards.
• Monitor guest service cashier production levels and ensure optimal service.
• Be prepared to work at the register and support store closing procedures.
• Help guests find items and handle orders and special requests.
• Ensure timekeeping records are accurate and communicate discrepancies to Human Resources.
• Ensure quality and quantity expectations are met on time.
• Maintain regular, timely attendance 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; hourly full-time 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 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