Guest Services Lead

Position Description Metropolitan Market Position Title: Guest Services Lead FLSA Status: Non-Exempt Classification: Union Department: Operations, Front End Reports To: Guest Services Team Leader Job Summary: As a leader of our Front End Department, this position is responsible for fostering an engaging and exciting environment for team members and guests alike. Ensures legendary customer service, work safety, quality control, and food safety. In partnership with the Guest Services Team Leader actively develops team members and manages department labor and general expense control. In the absence of the Guest Services Team Leader, assumes primary responsibility for department operations. This position oversees all store operations in the absence of the Store Director team and Guest Services Team Leader. Essential Functions (include, but are not limited to the following): Customer Service Immediately greets all guests; demonstrates genuine enthusiasm and sincerity; customizes approach to meet guest needs and build rapport. Creates guest loyalty through individualized service. Effectively follows through with guests, including item requests, questions, and concerns. Effectively shifts gears to meet guest needs; moves with ease from greeting to closing the sale, thanking guests, and inviting them back. Develops guest base by providing excellent customer service throughout the store; effectively secures the assistance of other store personnel as needed. Possesses knowledge of store layout and readily provides customers information on products, services, and activities. Actively communicates new and exciting products and promotions to our guests and team members. Ensures all guest and other phone inquiries are handled with appropriate telephone etiquette, effectively providing consistent, friendly, and efficient service. Trains all Front End team members on customer service expectations and techniques; ensures customer service expectations are consistently achieved on a department-wide basis. Ensures a high level of carry-out service is provided to our guests. Maintains Front End area in a clean, organized, guest-friendly manner; consistently provides guests a professional, upbeat atmosphere. Leadership Effectively builds and maintains morale; provides motivation and feedback; fosters a cohesive, productive team of employees. Assists the Guest Services Team Leader with department interviewing, hiring, and staffing levels, including active recruitment of potential department team members (e.g., communicates with local schools, businesses, and organizations, and networks within the community and industry). At all times, ensures an ample qualified group of candidates is identified, available, and interested in joining our team. In partnership with the Guest Services Team Leader is responsible for department employee relations, including employee training, performance appraisals, coaching, counseling, and corrective action. Leads by example, provides team members with clear expectations and timely feedback. Effectively delegates and follows-up with team members. Actively leads and participates in product promotions/focuses and community events. Provides team members with information necessary to their positions; actively communicates; works to involve and educate all team members. Contributes to a productive, enjoyable work environment; fosters working relationships that promote positive team morale. Effectively utilizes the Company’s Open Door and Conflict Resolution programs as needed. Gives and receives input/feedback in a solution-based manner. Actively shares our company’s vision with team members and guests. In partnership with the Guest Services Team Leader actively develops team members; leads team members in career pathing and personal development; prepares team members for advancement/promotion. Operations Oversees store operations and ensures standards are maintained in the absence of the Store Director team and Guest Services Team Leader. Ensures accurate in-store cash handling procedures, including all transfers of funds between the safe and register (e.g., loans and pick-ups). Effectively performs all Checker responsibilities, including all cash, check, debit/credit, and EBT transactions. In the absence of the Guest Services Team Leader, determines daily projects and activities of department employees; ensures daily tasks and assignments are accomplished correctly and in a timely manner. In partnership with the Guest Services Team Leader effectively manages department operations to achieve labor goals and general expense budgets. Writes Front End work schedule as assigned; effectively allocates labor to accomplish operational goals, best service customers, and achieve labor budget. Adheres to all food safety and sanitation requirements. Consistently demonstrates knowledge of HACCP and Department of Health provisions, shares knowledge with team members for the purpose of training. Ensures operating conditions, merchandising standards, cleanliness, and safety standards are maintained throughout the entire store. Adheres to an established supply budget; obtains spending approval from the Store Director team and/or Guest Services Team Leader for expenses outside of normal parameters. Adheres to company guidelines regarding prevention of internal and external loss, including risk management, accident prevention/safety awareness, and loss prevention. Participates in Front End staff meetings and store staff meetings as required. Uses work-related equipment correctly under manufacturer guidelines. IV. Miscellaneous Upholds all Metropolitan Market policies and procedures; adheres to all applicable local, state, and federal laws; adheres to applicable UFCW Union contract provisions. Performs all job responsibilities with professionalism and appropriate discretion/confidentiality as determined by the Company’s policies, procedures, and expectations; acts accordingly at all times while representing the Company (including activities/functions away from the store location). Consistently presents a professional personal image, including impeccable execution of the Company’s General Dress Guideline/Uniform Standards and Professional Image Standards. Adheres to workplace cleanliness and personal hygiene standards. Works a flexible schedule as required by business needs, to include potential participation in industry-related trade shows and/or events. Achieves Metropolitan Market attendance requirements. Identifies opportunities for enhancement or improvement of processes/systems. Communicates promptly to the Store Director team and/or Guest Services Team Leader. Recommends/implements solutions as appropriate. Other responsibilities as assigned by the Store Director team and/or Guest Services Team Leader. V. Physical Requirements Utilizes a variety of specific job-related equipment as required or assigned by an appropriate manager or supervisor. Reference page four of the Metropolitan Market Guest Services Lead Position Description. Qualifications/Skills Required: To successfully perform the requirements of this position, an individual must consistently execute each essential function at a satisfactory level. The requirements listed in the following text are representative of the knowledge, experience, and skill levels required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Minimum two years customer service experience in a retail, service, or related environment required. Two years supervisory experience preferred. Previous cash handling experience required, including proven ability to work with numbers and perform basic math skills without a calculating device. Ability to prioritize multiple tasks simultaneously and produce quality output while working within deadlines a must. Sense of urgency required. Excellent time management and organizational skills. Demonstrates a high level of self-motivation; takes initiative; problem solves. Proven ability to positively affect sales generation and manage expenses, including labor. Possesses strong knowledge of food safety and HACCP/Department of Health guidelines, gross profit, inventory control, and labor percentages; proven experience working with each. Demonstrates effective merchandising and display skills. Demonstrates an interest in learning; possesses a strong interest in food and related products. Possesses general product information with a proven history of using knowledge to train team members and best service guests. Demonstrates adequate knowledge and understanding of food, including applications, pronunciations, and culinary skills. Possesses a genuine passion for food. Strong leadership skills; proven success as a team leader and member; proven history of personnel development. Ability to effectively delegate and follow-through. Exceptional customer service skills. Strong interpersonal and oral communication skills required; effective written communication skills necessary. Proven ability to interact and perform all job responsibilities with professionalism and confidentiality essential. Proven ability to meet attendance requirements, dependable. Able to lift and carry 40 pounds. Additional Performance Factors (include, but are not limited to the following): Dependability: The team member can be depended upon to report to work as scheduled and is seldom absent from work. The team member can be depended upon to complete work in a timely, accurate and thorough manner, and is conscientious about work assignments and deadlines. Communication: The team member communicates effectively both verbally and in writing with supervisors, colleagues, and individuals inside and outside of the Company. Work Relationships: The team member works effectively and relates well with others, including supervisors, colleagues, and individuals inside and outside of the Company. The team member exhibits a professional manner in dealing with others, and works to build and maintain constructive working relationships. The team member accepts and applies constructive feedback in a professional and effective manner that enhances performance and resolves performance deficiencies. _____________________________________ ___________________________________ __________________ Employee Name (Print) Signature Date _____________________________________ ___________________________________ __________________ Supervisor Name (Print) Signature Date Metropolitan Market Position Description Physical Requirements: Guest Services Lead Physical Requirements Legend NA = Not Applicable; O = Occasional (up to 25% of time); F = Frequent (26% to 74% of time); C = Constant (75% or more of time) Requirements Standing/Walking: Remaining on one's feet in an upright position at a work station or moving about the work area. NA Sitting: Remaining in the normal seated position. NA Carrying: Moving an object, usually by holding it in hands or arms, or on shoulder. NA. Up to 40 Pounds. Lifting: Raising or lowering an object from one level to another, using hands, arms and/or shoulders, back and legs. NA. Up to 40 Pounds. Pushing/Pulling: Exerting force upon an object so that the object moves away from/toward the force. NA. Up to 40 Pounds. Climbing: Ascending or descending ladders, stairs, ramps, poles, and the like, using feet and legs, and/or hands and arms. NA Traveling: Requires travel outside geographical region. NA Stooping: Bending body downward and forward by bending spine at the waist. NA Kneeling: Bending legs at knees to come to rest on knee(s). NA Crawling: Moving about on hands and knees, or hands and feet. NA Reaching: Extending hand(s) and arm(s) in any direction. NA Handling: Seizing, holding, grasping, turning, or otherwise performing precision work with hand(s). NA Bending/Twisting: Continual, intermittent flexion or rotation of the wrists and/or spine. NA Talking: Expressing or exchanging ideas by means of the spoken word. NA Hearing: Receiving detailed information through oral communication. NA Tasting/Smelling: Distinguishing, with a degree of accuracy, differences or similarities in intensity or quality of flavors and/or odors. NA Vision: Clarity of vision at near and/or far distances. NA Driving: Requires valid state drivers license. NA #J-18808-Ljbffr