Guest Services Lead

Good Food Holdings Companies•Sammamish, WA

21h•$28 - $30

About The Position

The Guest Services Lead is a leader in Metropolitan Market’s Front End Department, responsible for creating an engaging environment for team members and guests while ensuring legendary customer service, workplace safety, quality control, and food safety. In partnership with the Guest Services Team Leader, the role develops team members and manages department labor and general expense control. When the Guest Services Team Leader is absent, the Lead assumes primary responsibility for department operations. In the absence of the Store Director team and Guest Services Team Leader, the role oversees store operations. The position provides guest service and operational leadership, supports hiring, staffing, training, performance management, scheduling, cash handling, and merchandising, and helps maintain company standards and budgets. The role requires a flexible schedule based on business needs, including possible participation in industry-related trade shows or events. It is classified as non-exempt and union.

Requirements

At least two years of customer service experience in retail, service, or a related environment.
Previous cash-handling experience, including ability to work with numbers and perform basic math without a calculating device.
Ability to prioritize multiple tasks and produce quality work within deadlines; strong time-management and organizational skills and a sense of urgency.
Self-motivation, initiative, and problem-solving ability.
Demonstrated ability to positively affect sales and manage expenses, including labor.
Strong knowledge and experience with food safety and HACCP/Department of Health guidelines, gross profit, inventory control, and labor percentages.
Effective merchandising and display skills.
Interest in learning and a strong interest in food and related products; general product knowledge and ability to use it to train team members and serve guests.
Adequate knowledge of food, including applications, pronunciations, and culinary skills, and a genuine passion for food.
Strong leadership skills and proven success as a team leader and team member, including personnel development, delegation, and follow-through.
Exceptional customer service skills.
Strong interpersonal and oral communication skills and effective written communication skills.
Ability to perform responsibilities professionally and confidentially.
Dependability and ability to meet attendance requirements.
Ability to lift and carry up to 40 pounds.

Nice To Haves

Two years of supervisory experience.

Responsibilities

Greet guests promptly and provide sincere, individualized service; build guest loyalty and rapport.
Follow through on guest requests, questions, and concerns, and provide information about store layout, products, services, activities, and promotions.
Handle guest and other phone inquiries with appropriate telephone etiquette and provide efficient, friendly service.
Train Front End team members in customer service and ensure department-wide service expectations are met.
Ensure high-quality carry-out service and maintain a clean, organized, guest-friendly Front End area.
Build team morale, motivate and provide feedback to team members, and promote a cohesive, productive team.
Assist the Guest Services Team Leader with interviewing, hiring, staffing, and recruitment.
Partner with the Guest Services Team Leader on employee relations, training, performance appraisals, coaching, counseling, and corrective action.
Set clear expectations, delegate work, follow up with team members, and share information needed to perform their jobs.
Lead and participate in product promotions, community events, and staff meetings as required.
Support team member development, career pathing, and preparation for advancement.
Oversee store operations and maintain standards when the Store Director team and Guest Services Team Leader are absent.
Follow accurate cash-handling procedures, including transfers between the safe and registers, and perform Checker duties involving cash, check, debit/credit, and EBT transactions.
Determine department projects and activities in the Guest Services Team Leader’s absence, and ensure tasks are completed accurately and promptly.
Help manage department operations to meet labor goals and general expense budgets; write Front End schedules as assigned and allocate labor appropriately.
Follow food safety and sanitation requirements, demonstrate knowledge of HACCP and Department of Health provisions, and share that knowledge for training.
Maintain operating conditions, merchandising, cleanliness, and safety standards throughout the store.
Follow supply budgets and obtain approval for expenses outside normal parameters.
Follow company loss-prevention, risk-management, accident-prevention, and safety-awareness guidelines.
Use work-related equipment correctly and according to manufacturer guidelines.
Follow company policies, applicable laws, and UFCW union contract provisions; maintain professionalism, discretion, confidentiality, dress, hygiene, and attendance standards.
Work a flexible schedule as business needs require, potentially including industry-related trade shows or events.
Identify process or system improvements, communicate opportunities, and recommend or implement solutions as appropriate.
Perform other responsibilities as assigned by the Store Director team or Guest Services Team Leader.