Guest Service Mgr Level V

Lowes Foods, LLC; Clayton (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Lowes Foods, LLC in Clayton, NC seeks a Guest Service Leader to supervise Front Porch hosts and deliver friendly, superior guest service. You will train, coach, and develop staff, manage onboarding and daily cash handling, and ensure adherence to labor guides and asset protection policies.

The role requires strong communication and leadership, with the ability to work shifts during peak times and stand for extended periods.

Qualifications

• Strong communication and partnering skills.
• Knowledge and application of operations within a retail environment.
• Ability to train and coach staff and handle multiple tasks.
• Knowledge of Front Porch operations and policies.
• Ability to read and understand information and direction.
• Leadership experience with direct reports.

Responsibilities

• Observe, evaluate, and coach hosts to deliver friendly, superior guest service.
• Maintain measurement plans and reports for host and operational performance.
• Conduct training needs assessments and provide coaching feedback.
• Deliver on-the-job training (OJT) programs and materials.
• Drive continuous improvement of OJT through measurements.
• Select, train and develop Guest Service Leaders.
• Assess friendliness and show aspects; partner with store management to close gaps.
• Manage training activities (OJT, online) and support store operations.
• Manage hiring processes including sourcing, interviewing, onboarding, and training.
• Complete and maintain training documentation (OJT, new hire, performance).
• Collaborate with Store Manager/Director on staffing to meet guest service goals.
• Process guest orders and perform cash register functions when needed.
• Operate guest service desk as required and ensure accurate daily cash counts.
• Ensure daily bank deposits follow policy and are timely.
• Monitor and analyze audits per company guidelines.
• Enforce Front Porch policies related to Asset Protection.
• Maintain office/store funds security and supplies within budget.

Skills

Communication

Leadership

Retail Operations

Training & Coaching

Teamwork

Math skills

Computer skills

POS knowledge

Tools

POS systems

Cash handling

Microsoft Excel (basic)

Job description

Overview

It's an exciting time to join Lowes Foods! In addition to being part of a family-owned and growing company, we offer great pay and excellent benefits including Medical, Dental, and Vision, 401K and Pension Plan, a discount for shopping, paid time off, weekly pay, and more!

Ensure consistent and memorable guest experiences through the superior show quality and guest service by training and demonstrating the four priorities (Safety, Friendliness, Show and Efficiency), evaluating, and coaching hosts responsible for applying them. Supervise and perform all functions related to sales related assets.

Responsibilities

1. Observe, evaluate, and coach hosts to deliver friendly, superior guest service which focuses on show.

2. Maintain measurement plans and reports to evaluate host, financial and operational effectiveness.

3. Conduct training needs assessments to identify performance gaps and provide necessary coaching and feedback.

4. Deliver on-the-job training (OJT) programs and materials.

5. Drive measurement based continuous improvement of OJT.

6. Select, train and develop Guest Service Leaders.

7. 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.

8. 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.

9. 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.

10. Complete, review, and maintain all training documentation including OJT, new hire and performance documentation.

11. Works with Store Manager/Director to ensure that a schedule is written to provide the desired level of guest service within established labor guides.

12. Process guest orders, including performing functions of cashiers or guest service clerks.

13. Perform guest service desk functions as needed.

14. Ensure that an accurate daily cash count is completed.

15. Ensure bank deposits are completed daily according to policy.

16. Monitor and analyze audits according to company guidelines.

17. Monitor and enforce all Front Porch policies related to Asset Protection and Shrink Control.

18. Ensure the security of the office and store funds.

19. Maintain supplies needed for Front Porch according to budget.

Qualifications

1. Strong communication and partnering skills.

2. Knowledge and application of operations within a retail environment.

3. Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job.

4. Knowledge and application of the principles of differentiated learning.

5. Leadership experience with direct reports.

6. Ability to read and understand information and direction.

7. Ability to work well with others.

8. Ability to lift 25 lbs. occasionally and 15 lbs. constantly.

9. Must be at least 18 years old.

10. Ability to stand for extended periods of time.

11. Demonstrate successful use of math skills.

12. Ability to work well with computers.

13. Knowledge of Front Porch operations.

14. Ability to work shifts during peak times (such as 10-7) at least 3-4 days per week.

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