The Guest Services Manager will enthusiastically lead and develop a highly motivated team focused on passionately serving guests with a primary emphasis on the overall Guest Services experience and team member engagement to consistently meet or exceed guest expectations and "Voice of the Customer” Metrics.

Purposefully drives knowledge and understanding of local products through interaction and communication that inspires front-end team members to eagerly educate and serve guests.

Proficient Resource that keeps abreast of local events and information and imparts knowledge and awareness to all front-end team members to drive impassioned guest interaction.

Motivated store-wide ambassador supporting the Store Manager, with primary ownership for research, resolution and response for guest inquiries or questions brought to the stores attention through intra-company communication and external guest communication or other channels.

Actively champions’ front-end initiatives to increase participation in Lucky YOU Rewards or community support such as fundraising partnerships/contests.

The Guest Services Manager will be assigned additional areas within the store as needed and manage the total store during the Store Director’s absence.

The Guest Services Manager also has direct responsibility for selecting, interviewing, hiring and developing team members.  The role is responsible for all facets of team member performance management, including evaluating performance, preparing and issuing performance reviews, coaching team members’ performance on an on-going basis, discipline, and making or providing significant input on terminations, promotions and other decisions pertaining to team members performance and advancement. 

 Key Responsibilities and Accountabilities:

·         Responsible for total store Guest service levels during all hours of operations.  They are actively responsible for prompt engagement of guest questions and concerns across all departments and effectively communicates areas of opportunity and positive feedback to appropriate store/department leadership.

·         Supervises, develops and inspires team members to promote an environment that exemplifies Lucky’s fresh way to shop and people first culture.

·         Direct oversight of all in-store and online guest shopping experience providing a positive shopping event. Champion all online shopping programs.

·         In collaboration with store leadership, ensures compliance with company sanitation, safety, security and other policies, and directs action plans to keep the store in compliance with company and regulatory requirements.

·         In collaboration with other store leadership, manages and directs the in-store training for all guest services team members and is responsible for the professional development of all guest services team members.

·         Assists and supports Department Managers and their management team’s areas of oversight in maintaining continuous continuity of department conditions and service, in management absence.

·         Supervises, coaches and mentors all Guest Services team members in the performance of their duties; completes performance reviews and provides actionable feedback; responsible for making and participating in team member advancement and disciplinary decisions.  

·         The Guest Services Manager facilitates the development and implementation of the weekly work schedules across the guest services’ team members to achieve optimal labor efficiency and service.  

·         Spend no more than 25% of their work time performing non-exempt tasks, such a clerks’ work

·         Performs other duties as assigned