Guest Services Department Manager

Guest Services Department Manager

The Guest Services Department Manager leads and inspires teams across multiple functional areas, ensuring a welcoming and helpful guest experience, while overseeing key operational areas. This role is responsible for building a high-performing team in Guest Services, Pricing, and Cash Office, streamlining operations and upholding excellence in guest service, cash control, and scheduling. Their willingness to help guests with what they need, and develop associates, will make a positive impact every day.

Essential Duties and Responsibilities :

• Lead a Helpful Service Culture : Developing associates and providing excellent guest service is at the heart of what we do. Whether it's a friendly greeting, answering questions or addressing guest concerns, the Guest Service Manager will lead their teams in handling each interaction with professionalism and care.
• Develop a Team : Coach, mentor, and reinforce the Festival Foods culture, guest service standards, and performance expectations for Guest Services, Cash Office, and Pricing associates.
• Oversee Scheduling : Finalize and approve weekly work schedules in alignment with labor and budget projections, making daily adjustments as needed, for Guest Services, Cash Office, and Pricing Coordinator roles.
• Manage Staffing Levels : Support department hiring, interviewing, and job offers to maintain adequate staff levels in partnership with Human Resources.
• Conduct Performance Reviews : Write and deliver performance evaluations for direct reports, while providing guidance and oversight for indirect reports.
• Enforce Company Policies : Document policy violations and take appropriate corrective action in partnership with HR, up to and including termination.
• Provide Daily Guidance : Support and assist department associates in their responsibilities while leading by example.
• Maintain Department Standards : Ensure compliance with service, cash control, and operational efficiency standards.
• Optimize Performance : Monitor guest service cashier production levels and ensure optimal service.
• Cashier Trained : Ready to step in at the register, and support store closing procedures.
• Offer Expertise : Assist guests in finding items, taking orders and special requests.
• Manage Timekeeping : Ensure accuracy of timekeeping records and communicate any discrepancies to HR.
• Meet Quality Standards : Ensure all quality and quantity expectations are met on time.
• Honor Commitments : Regular, timely attendance in compliance with the work schedule, and adequate notice to find a replacement for occasional absences.
• Support the Team : Other duties as assigned.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands and Work Environment :

The physical demands and work environment described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Schedule :

The Guest Services Manager is a full-time position. The work schedule includes weekends, weekdays, and holidays, with one night shift per week and one late night per month. The exact schedule may vary based on store needs.

Benefits Overview :

Why You'll Love It Here :