Guest Experience Leader - Training & Service Excellence

W. Lee Flowers & Co; Kingstree (SC); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Weekly Pay

Paid Time Off

Medical, Dental, Vision

Short & Long-Term Disability

Employee Assistance Program

100% Company Funded Pension

401K

Job summary

Kj's Market in the United States (SC region) is hiring for a Guest Service/Training role focused on delivering exceptional customer service and leading training initiatives. You will observe, coach, and develop staff to meet show and service standards while managing onboarding and ongoing training programs.

Responsibilities include runbooks for OJT, scheduling to meet labor guidelines, and supporting store management with performance improvements.

Qualifications

• Strong communication and partnering skills.
• Knowledge and application of operations within a retail environment.
• Demonstrated ability to learn multiple tasks and technical requirements.
• Knowledge of differentiated learning principles.
• Leadership experience with direct reports.
• Ability to read and understand information and direction.
• Ability to work well with others.

Responsibilities

• Observe, evaluate, and coach hosts to deliver friendly, superior customer service which focuses on show.
• Maintain measurement plans and reports to evaluate host, financial and operational effectiveness.
• Conduct training needs assessments to identify performance gaps and provide coaching and feedback.
• Deliver on-job training (OJT) programs and materials.
• Drive measurement based continuous improvement of OJT.
• Select, train and develop Guest Service Leaders.
• Assess the Friendliness and Show aspects of each department, identifying performance gaps and other training needs.
• Provide feedback and partner with the store management team to deliver solutions.
• Manage training activities (OJT, online, etc.) and assess the support needed to drive organizational effectiveness.
• Provide feedback and partner with the store management team to deliver solutions.
• Manage the hiring processes including sourcing and candidate management.
• Work with the store management team to ensure interviewing, onboarding and training processes follow guidelines.
• Complete, review, and maintain all training documentation including OJT, new hire and performance documentation.
• Work with Store Manager to ensure that a schedule is written to provide the desired level of guest service within labor guides.
• Process guest orders, including performing cashier or guest service clerk duties.
• Perform guest service desk functions as needed.
• Ensure that an accurate daily cash count is completed.
• Ensure bank deposits are completed daily according to policy.
• Monitor and analyze audits according to company guidelines.
• Monitor and enforce Front End policies related to Asset Protection and Shrink Control.

Skills

Communication skills

Retail operations knowledge

Leadership experience

Team collaboration

Job description

Kj's Market in the United States (SC region) is hiring for a Guest Service/Training role focused on delivering exceptional customer service and leading training initiatives. You will observe, coach, and develop staff to meet show and service standards while managing onboarding and ongoing training programs.

Responsibilities include runbooks for OJT, scheduling to meet labor guidelines, and supporting store management with performance improvements.