Guest Service Representative

Job description

The Guest Service Representative (GSR) is responsible for delighting Thorntons’ Guests with a fast, friendly, fresh, clean, and in-stock shopping experience.

GSRs assist in maintaining brand standards through the execution of tasks within the Store Operating System, providing a craveable fresh food and beverage offering in a food safe environment, and supporting store goals and initiatives.


Requirements
Essential Job Functions (Responsible to)
•Delivers guest service with a “how may I help you” attitude.

Looks for opportunities to delight guests and follows instructions from store management.
•Practice safe working habits that align with company safety rules.

Advise store management of any maintenance or safety problems.


•Adhere to all city, county, state, and other applicable laws and regulations as it relates to restricted sales such as alcohol, tobacco, and lottery.


•Prepare fresh food while meeting and maintaining food safety requirements and standards, (i.e., time and temp logs, dating procedures, washing and sanitizing dishes).

Obtain necessary food safety and handling certifications as required.


•Follow all cash handling procedures as outlined in the Cash Handling Policy.

Assure proper sale and accounting of money orders/lottery during shift.

Accurately account for and document price overrides, store use of merchandise, voids, returns and waste.

Ensure that Store Management is made aware of all sales, cash, or operating discrepancies.
•Keep coolers, beverage dispensers, impulse lane merchandise, store shelves, and displays fully stocked and fronted on a regular basis.


•Use suggestive selling techniques to suggest items to Guests that complement their purchases.

Encourage Guest participation in the Refreshing Rewards loyalty program.


•Clean windows, floors, shelving, counters, and restrooms per Store Operating System Game Plans.

Clean and maintain equipment and ready high-margin products such as coffee, fountain drinks, etc.

Monitor and clean the fuel dispensers, parking lot and grounds surrounding the store, including trash duties, in all-weather conditions.
•Live Thorntons’ Core Values and contribute to an environment that is welcoming and belonging for Team Members and Guests
•Be responsible for your shift by following the attendance policy and staying familiar with all company policies as outlined in Thorntons’ Team Member Handbook
•Embrace new company initiatives and technologies.

Provide a craveable fresh food offering by maintaining PAR levels per store expectations
•Perform additional duties as assigned
Key Relationships
•Region Manager
•Human Resource Manager
•General Manager
•Store Manager
•Food Service Manager
•Guest Service Representatives
Skills
•Follows written and verbal direction/instructions and seeks clarification when required.
•Works effectively and accurately in a fast-paced environment.


•Seeks appropriate support to solve problems in a timely manner.
•Delights customers by providing a friendly and helpful experience that wins loyalty to the brand.


•Demonstrates self-control in stressful situations.


•Adaptability and flexibility to respond effectively to a variety of situations
•Possesses an open and approachable demeanor with a positive and constructive tone of voice and a “can do” attitude.
•Actively listens, asks questions, and provides clear, concise information to others via verbal or written communication
•Takes pride in delivering high-quality Guest service
•Meets performance expectations associated with the role
•Uses analytical skills to identify and solve problems or situations encountered on the job.
•Uses basic arithmetical skills to add, subtract, and divide as necessary to count and document cash drawers, lottery receipts, inventory needs, etc.
•Values diversity and recognizes the strengths that individuals from divergent life experiences and backgrounds bring to the team.
Knowledge
•Principles and processes for providing Guest Service.

This includes Guest needs assessment, meeting quality standards for services, and evaluation of Guest satisfaction
•Principles and methods for showing, promoting, and selling products or services
Experience
•All experience is considered
Required or Preferred Qualifications/Certifications
•High School Diploma or GED (Preferred)
•Food Certifications (Preferred)
Other Considerations
•Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc.


Physical Requirements
•Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc.


•Daily Standing, Pushing, Pulling, Reaching, Bending, Squatting, Climbing, Walking and Lifting up to 55 lbs.


•Occasional Sitting and Driving required.
•Exposed to extreme weather conditions and temperatures
•Long periods of standing
•Exposure to gasoline fumes and cleaning products
* Thorntons LLC is committed to being an Equal Opportunity Employer, and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law.

We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law.

If you require reasonable accommodation as part of the application process please contact applicationaccommodations@mythorntons.com 9 am – 5 pm EST M-F.


This job description reflects an effort on the part of Thorntons and its’ representatives to provide an expectation of job performance.

This is not an all-inclusive list of specific job functions.

Other duties may be assigned as is considered reasonable and necessary.


Some of our benefits include weekly pay, free dispensed beverage during your shift, a free meal per shift, medical, dental, vison, 401k (matching company contribution), vacation, sick leave, life insurance.

For a full list of benefits and eligibility please visit https://www.exploreyourbenefits.com/retail.html.


Additional Information
* Thorntons LLC is committed to being an Equal Opportunity Employer, and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law.

We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law.

If you require reasonable accommodation as part of the application process please contact applicationaccommodations@mythorntons.com 9 am – 5 pm EST M-F.


Wage
$16.10-$16.35

Required Skill Profession

Other General