Guest Services Leader

Job Summary of Guest Services Leader:

As a Guest Services Leader, you will guide front-line staff, coordinate daily activities, and ensure customers enjoy efficient and welcoming service. The position requires task delegation, assistance with cashier and desk responsibilities, maintaining store safety and cleanliness, and professionally managing customer inquiries or concerns.

Responsibilities of Guest Services Leader:

• Make sure to follow and adhere to all company policies and established protocols.
• Sustain a tidy and neat personal image in line with the company's policies on personal appearance.
• Match assigned duties to front end and service desk/kiosk team members during idle periods by referring to the tasks indicated on the Service Leader Assignment Sheets
• Responsibility to aid in specific projects and fulfill other duties as designated by superiors.
• Comply with and support the safety guidelines outlined by the company.
• Kindly report any equipment repairs or maintenance that are necessary.
• Avoid accidents by keeping the work area free of clutter and safety hazards.
• Observe security standards by staying vigilant and being mindful of customers' actions and behaviors.
• Make sure to inform the manager or security of any abnormal conduct that you witness.
• To uphold the security of company resources, it is essential to always lock the change drawer when not attended.
• Adhere to store policy and state and local health regulations by consistently upholding cleanliness and sanitation standards.
• Consistently engage in cashiering and bagging tasks
• Often conduct service desk or kiosk roles and, with the necessary training, undertake bookkeeping functions
• Comply with all other responsibilities as directed.

Qualifications of Guest Services Leader:

• Acquiring expertise in communicating effectively and delivering high-quality customer assistance.
• The ability to perform certain job functions is contingent on meeting the stipulated age requirements, usually set at 18 years of age.
• Proven aptitude for mastering diverse tasks and technical demands essential to the position.
• Displayed proficiency in meeting the technical demands of cashier and service desk/kiosk functions.
• Nurture customer goodwill by consistently delivering outstanding customer service and promptly addressing any concerns in a friendly and efficient manner.
• Design practical work timetables for front-end and service desk/kiosk team members to accommodate business traffic needs and reduce customer disruptions.
• Process cash pickups and fulfill change orders as requested, ensuring all transactions are properly logged and documented.
• Authenticate all customer IDs and adhere to the store regulations regarding the acceptance of checks, as well as the sale of tobacco and alcoholic beverages.
• Facilitate easy refunds for both clients and staff, ensuring compliance with all relevant guarantees
• Ensure the supervision of all duties and obligations of front-end and service desk/kiosk team members as directed by the Customer Service Manager
• Show fairness, dignity, and respect towards all colleagues.
• Acknowledge progress and provide constructive criticism when appropriate.
• The role necessitates meeting its physical requirements, whether adjustments are provided or not.

Prerequisite Training:

• The finalized training materials encompass cashier/service associate and service desk/kiosk components for service desk/kiosk stores
• Retail Stores Minus Service Counters: Completed training materials for Cashiers who are not stationed at service counters

Physical Requirements of Guest Services Leader:

• Perform repetitive hand and arm motions while standing/walking the majority of the shift.
• Bend and lift products weighting up to 15 pounds continuously, 25 pounds frequently and 50 pounds on occasion.
• Push or pull up to 75 pounds on occasion.
• Work in and out of inclement weather when necessary.
• Gather up to five shopping carts and push them to designated areas.
• Be able to handle a variety of substances associated with cleaning materials, packaging materials, fresh fruits, vegetables, house plants/flowers and household cleaners.
• Have sufficient visual acuity to check identification cards, checks, invoices and other written documents.