GUEST SERVICE MANAGER

Wally's; Pontiac, Northern (IL, KY); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Quarterly performance bonus

401(k) with 5% company match

Company-paid medical option

Company-paid Life Insurance

PTO

Short-Term & Long-Term Disability

AD&D coverage

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Job summary

Wally’s Pontiac is seeking a confident and hospitality-driven Guest Service Manager to lead front-end operations and the Guest Service Team. You will set the tone for the guest experience, develop strong service leaders, and ensure daily execution aligns with Wally’s brand standards.

This leadership role requires strong communication, hands-on coaching, and the ability to manage schedules, training, and performance conversations while maintaining a positive, high-accountability culture in a

Qualifications

Responsibilities

• Oversee Guest Service Leads and cashiers ensuring guest interactions reflect professionalism and Aggressive Hospitality.
• Guide scheduling, training, performance conversations, and standards while supporting cash handling accuracy and compliance.
• Lead escalated guest situations with the BLAST service approach and collaborate with Store Leadership and Loss Prevention to protect the guest experience.
• Foster a positive, high-accountability culture and develop the next generation of service leaders during peak periods.

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

GUEST SERVICE MANAGER

Full Time Wally's Pontiac, Pontiac, IL, US

30+ days ago Requisition ID: 1092

Salary Range: $55,000.00 To $65,000.00 Annually

Guest Service Manager

Leadership Role at Wally’s | Bonus Eligible | Full Benefits

Wally’s is seeking a confident and hospitality-drivenGuest Service Manager to lead our front-end operations and Guest Service Team. This role is responsible for setting the tone for the guest experience, developing strong service leaders, and ensuring daily execution aligns with Wally’s brand standards.

The Guest Service Manager plays a critical role in building a culture where guests feel welcomed, team members feel supported, and operations run smoothly. If you are energized by leading people, resolving challenges in real time, and driving service excellence in a high-volume environment, this is an opportunity to grow your leadership career with Wally’s.

Compensation & Benefits at Wally’s

Quarterly performance bonus opportunity

401(k) with 5% company match

Company-paid medical option

Company-paid Life Insurance

PTO

Short-Term & Long-Term Disability

AD&D coverage

Health Savings Account (HSA)

Flexible Spending Account (FSA)

What You’ll Own at Wally’s

Guest Service leadership at Wally’s is about presence, accountability, and energy. You will oversee Guest Service Leads and cashiers while ensuring every guest interaction reflects professionalism and “Aggressive Hospitality.”

You will guide scheduling, training, performance conversations, and service standards while supporting cash handling accuracy and operational compliance. This role leads escalated guest situations using Wally’s BLAST service approach and works closely with Store Leadership and Loss Prevention to protect the guest experience.

Strong Guest Service Managers anticipate issues before they escalated, coach in the moment, and maintain a positive, high-accountability culture. You will collaborate across departments to ensure seamless operations during peak business periods and help develop the next generation of service leaders.

What We’re Looking For

We are seeking a leader with retail or food service management experience who is comfortable supervising larger teams in a fast-paced environment.

The ideal candidate demonstrates strong communication skills, confident decision-making, and the ability to balance guest satisfaction with operational discipline. Prior experience with scheduling, training, and performance management is strongly preferred.

This position requires flexibility, including availability for nights, weekends, and holidays.

Physical Requirements

Extended periods of standing and walking (8–12 hours)

Ability to lift and move up to 25 pounds

Ability to perform essential job functions with or without reasonable accommodation

Why This Role Matters at Wally’s

The Guest Service Team defines the first and last impression of the store. Strong leadership in this role directly impacts guest loyalty, team morale, and overall store performance.