Guest Service Leader

Cumberland Farms, Inc.; Walpole (MA); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Competitive Wages

Earned Wage Access

401K Match

Team Member Discounts

Flexible Scheduling

Tuition Reimbursement

Employee Assistance Program

FT benefits

Job summary

Cumberland Farms, Inc. is seeking a Guest Service Leader to support store operations and lead the team in delivering exceptional guest experiences.

You will greet guests, coach colleagues on service behaviors, and ensure the store is clean, organized, and well-stocked to meet guest expectations. The role requires high energy, leadership by example, and the ability to manage multiple tasks while maintaining a guest-focused environment.

Qualifications

• Experience in guest service or retail preferred.
• Ability to greet guests and assist with inquiries.
• Strong communication and teamwork skills.
• Basic cash handling and POS operation knowledge.

Responsibilities

• Greet guests in a friendly, professional manner and ensure a welcoming environment.
• Process guest transactions efficiently to minimize wait times.
• Maintain store appearance and cleanliness, including coffee and food service areas.
• Monitor stock levels and assist with product replenishment.
• Assist Store Manager with daily operations and lead in their absence.
• Provide training, feedback, and direction to team members as needed.
• Support food service operations and safety procedures where applicable.
• Uphold company values and policies in all guest interactions.
• Respond to guest needs and resolve issues with a positive attitude.

Skills

Leadership

Guest service

Communication

Cash handling

Conflict resolution

Education

High School Diploma or GED

Job description

What We Offer:

• Competitive Wages
• Work today, get paid tomorrow through our earned wage access program*
• 401K with Company Match
• Team Member Discounts
• Flexible Scheduling
• Tuition Reimbursement
• Employee Assistance Program
• Additional benefits for FT team members

Position Summary:

Guest Service Leaders are crucial to the success of our stores, creating stability with store operations and guiding the team in serving and delighting our guests. If you are a high energy, outgoing person who loves to help others, work as part of a team, and who is looking for a leadership role, this job is for you! Responsibilities involve supporting the Store Manager with day to day operations, assuming shift leader responsibilities in the Store Manager’s absence, and leading by example with great guest service behaviors so that we are the clear choice for our guests. Guest Service Leaders will greet and welcome our guests, coach fellow team members on service behaviors, help keep our stores in-stock, clean and organized to make the guest experience fast, easy and pleasant. This role supports the Store Manager and other team members in delivering an exceptional guest shopping experience and a working environment that promotes engagement and living the Company Values.

Responsibilities:

• 1. Greet all guests in a friendly manner to make them feel welcomed and appreciated and invite them to return at a later date.
• 2. Process guest transactions in an efficient and friendly manner to minimize guest wait time.
• 3.Maintain the overall appearance and cleanliness of both the inside and outside of the store. Ensuring that the coffee station is clean and stocked; the food service area is spotless, and the bathrooms are sparkling clean
• 4. Monitor and replenish as needed product on the sales floor, including coolers and freezers, rotating stock and keeping product levels full so that we have what our guests’ desire and achieve the Company goal of 100% in-stock at all times.
• 5. In Store Manager’s absence, complete Manager’s reports, product ordering and banking as needed.
• 6. Lead by example in execution of Company values, programs, processes and policies.
• 7.Provide training, feedback, coaching and direction to fellow team members, assuming role of store lead in Store Manager’s absence.
• 8.In food service stores, assist with food preparation and food safety, executing Company processes and programs to provide a consistent guest shopping experience.
• 9.Make safety a priority within the store for guests and team members.
• 10.Perform other duties as assigned at the discretion of the Store Manager or Person in Charge in SM’s absence.
• 11.Must be able to perform the essential functions of this position with or without reasonable accommodations.

Working Relationships:

Store team members, Store Manager, District Manager, and various Corporate personnel and vendors

Minimum Education:N/A

Preferred Education:High School or GED

Minimum Experience:6 months as a Guest Service Associate

Preferred Experience:6-12 months retail, guest service or restaurant

Preferred Licenses/Certifications and Skills:ServSafe /Food Safety certification a plus but not mandatory

Soft Skills:

• Comfortable talking and interacting with guests and team members
• Leadership by example
• Ability to make decisions in a timely manner
• High energy, positive demeanor
• Ability to move from one activity to another quickly
• Team oriented; willing to give extra effort to help teach and coach others
• Computer skills are helpful

Scheduling:This position is a part time and full-time and involves working a variety of hours, day and night, as Cumberland Farmsstores can be open 24 hours depending on the store. Weekend & Holiday hours are required.

Hours & Conditions:Part-time (up to 29 hours), Full-time (30-40 hours)

Travel:5%. Ability to deliver deposits to the bank independently (where applicable) and have own vehicle to do so.

Physical Requirements:Ability to maneuver and regularly lift and or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 40 pounds. Ability to stand/walk 8 hours a day; reach overhead, bend, squat, twist, reach, grasp and grip and work in cooler (cold temperatures). The noise level in the work environment is usually moderate.

Other:Specialized attire required in food establishments

In the spirit of pay transparency, we’re sharing the base salary range for this position. Final pay within this range will be based on your skills, experience, and qualifications. Base pay represents just one part of our total rewards approach. We’re proud to offer a variety of financial and non-financial benefits that invest in your overall growth, well-being, and career journey.