Guest Experience & Training Manager

W. Lee Flowers & Co; Aiken (SC); On-site; USD 21,000 - 26,000; Full time

Benefits offered by this job

Weekly Pay

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Short & Long-Term Disability

Employee Assistance Program

Pension (Company Funded)

401K

Job summary

Kj’s Market in the Carolinas seeks a training-focused individual to observe, coach, and implement front-end training that delivers excellent guest service. You will build training programs, track performance metrics, and partner with store management to close gaps and improve outcomes.

The role involves delivering OJT, supporting hiring and onboarding, and ensuring adherence to policies while maintaining efficient front-end operations and customer satisfaction.

Qualifications

• Strong communication and partnering skills.
• Knowledge and application of operations within a retail environment.
• Demonstrated leadership experience with direct reports.
• Ability to read and understand information and direction.

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 necessary coaching and feedback.
• Deliver on-the-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 established guidelines.
• Complete, review, and maintain all training documentation including OJT, new hire and performance documentation.
• Works with Store Manager to ensure that a schedule is written to provide the desired level of guest service within established labor guides.
• Process guest orders, including performing functions of cashiers or guest service clerks.
• 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 all Front End policies related to Asset Protection and Shrink Control.
• Ensure the security of the office and store funds.
• Maintain supplies needed for Front End according to budget.

Skills

Communication skills

Retail operations knowledge

Leadership experience

Reading comprehension

Teamwork

Computer skills

Lifting ability

Flexibility

Front End operations

Job description

Kj’s Market in the Carolinas seeks a training-focused individual to observe, coach, and implement front-end training that delivers excellent guest service. You will build training programs, track performance metrics, and partner with store management to close gaps and improve outcomes.

The role involves delivering OJT, supporting hiring and onboarding, and ensuring adherence to policies while maintaining efficient front-end operations and customer satisfaction.