Guest Service Representative

Location : Name

Appleton - Northland

Position Type

Full-Time

Company Overview

ABOUT FESTIVAL FOODS:

We are a Wisconsin grocer that is committed to giving back to the communities it serves and providing guests with exceptional service and value. We operate +40 full-service supermarkets across the state of Wisconsin.

At Festival, people are at the top of our list. You’ll see it in everything from our daily interactions to how we treat our guests – even in our extensive associate benefits and programs.

Job Summary

Join our Festival Foods team as a Full-Time Guest Service Representative! 

Job Title: Guest Service Representative (GSR) Reports to: Guest Services Manager 

Are you passionate about customer service and creating a welcoming environment for guests? Do you thrive in a hospitality setting where every interaction makes a difference? As a Guest Service Representative, you’ll play a key role in ensuring a smooth and enjoyable experience. Whether assisting guests at the front guest service desk, answering questions, or leading a team, your ability to provide friendly, efficient service will make a the difference.

External Job Description

What You’ll Do: 

As a Guest Service Representative, your responsibilities will include: 

• Provide Helpful Service: Providing excellent guest service is at the heart of what we do.  Whether it’s a friendly greeting, answering questions or addressing guest concerns, you’ll handle each interaction with professionalism and care. Your willingness to help guests with what they need will make a positive impact every day. 
• Lead by Example: Reinforce company culture, uphold guest service standards, and guide Guest Service associates (Service Desk, Cashiers, Baggers, and Cart Runners) in daily operations. 

• Utilize Leadership Tools: include but not limited to ten tile evaluations, Coach’s Reminder Card, Cashier Daily, Cashier Reference Information Binders and Guest Service OPPS Manual 

• Oversee Operations: Monitor Guest Service activity, ensure team compliance with procedures, and maintain department cleanliness and functionality. 

• Support: Step in to direct guests, manage checkout lines, and provide timely overrides or assistance to the Guest Service team. 

• Monitor & Adjust: Efficiently manage staff schedules, adjust operations based on business needs, and maintain compliance with labor laws for minor employees. 

• Maintain Staffing Levels: Proactively manage staff coverage by calling in additional team members when needed to cover absences or increased business demand. 

• Enforce Labor Laws: Ensure compliance with minor labor laws by appropriately scheduling minor employees for breaks, lunches, and clock-out times, adhering strictly to legal guidelines. 

• Optimize Scheduling: Adjust daily schedules based on sales, item movement, and guest traffic to ensure productivity remains at 100%. 

• Communicate with Shift Managers: Quickly notify Shift Managers when assistance is required and when handling guest service responsibilities at the checkout lanes. 

• Manage Lane Flow: Open additional checkout lanes as needed to ensure a smooth guest experience during busy periods. Keep a cash drawer readily available for personal use when necessary. 

• Track Attendance: Utilize the GSR Shift Report to effectively communicate and document lateness or absences. 

• Cart Management: Ensure sufficient cart availability by monitoring and managing cart collection and running processes efficiently. 

• 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. 

What We’re Looking For: 

To succeed as a Guest Service Representative (GSR), you should have: 

• Strong Leadership: Excellent communication and interpersonal skills, with the ability to manage and inspire a team in a fast-paced environment. 

• Problem-Solving Skills: Proven ability to resolve guest concerns using effective communication and professionalism. 

• Organizational Talent: Capability to juggle multiple priorities and adjust schedules as needed to meet business demands. 

• Teamwork & Training: A commitment to mentoring others and fostering a collaborative team environment. 

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 accommodation may be made to enable individuals with disabilities to perform essential functions. 

• The associate must possess the ability to stand in place for long periods of time; walk in the store; bend, stoop and kneel regularly. Requires fine finger and broad manual dexterity, and eye-hand-foot coordination to operate equipment. 

• Physical ability to stand for extended periods and move/handle boxes of merchandise and fixtures throughout the store, which entails lifting, and perform all functions as set forth above. 

• Ability to work varied hours/days, including nights, weekends, and holidays, as needed. 

Work Schedule: 

The Guest Service Representative is a position that is full-time. The work schedule may include mornings, afternoons, evenings, weekends, and holidays within the individual’s availability. 

Join our team and bring your customer service, hospitality, front desk agent and leadership skills to a fast-paced, rewarding environment where you can make a real impact every day!

Benefits Overview

WHY YOU'LL LOVE IT HERE:

Associate Discount: Enjoy an industry-leading 15% off your grocery purchases for you and your immediate household!.

Weekly Pay & Premium Pay: Hourly associates are paid weekly, providing more frequent access to their funds. Part-time store associates are paid a $1 premium per hour on Sundays and select holidays. Hourly full-time store associates receive time and a half on Sundays and select holidays.

Two-Week Advanced Scheduling: Better Planning. Better Balance. We provide our associates with their schedules two weeks in advance, offering greater predictability & flexibility.

Vision & Dental Insurance: Part-time and full-time associates are eligible for vision insurance and two dental coverage options that are designed to fit your needs.

Support: Our associates receive support for their total well-being; including 3 weeks of paid parental leave, a fitness reimbursement program offering savings off of fitness membership fees; our EAP (Employee Assistance Program) and LEAPCare Care Coaches, which provide associates confidential care related to hospital visitation, conflict resolution, stress management, marriage or divorce, family issues and depression or anxiety.

Save for Your Future: Offering a 401(k), we’re proud to support our associates in planning for retirement. The 401(k) plan empowers associates to save a portion of their paychecks for retirement. Festival Foods has an annual discretionary match to help our associates reach their savings goals. At Festival Foods we are committed to providing an environment of mutual respect where equal employment opportunities are available to all. We are dedicated to building a top-notch team of skilled, experienced and service-oriented associates. Festival Foods believes that an inclusive environment for teammates of all backgrounds and perspectives strengthens our ability to serve our guests and communities, as we seek to recruit, develop, and retain the most talented people.

Location : Address

1200 W Northland Ave

Location : City

Appleton

Location : State/Province

WI

Location : Postal Code

54914