Guest Service Representative R11 - Store 381

Company: Thorntons Inc
Location: Decatur
Posted on: August 5, 2022

Job Description:

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)

* Believe in Zero: Delight Guests by providing service with a "How may I help you" attitude. De-escalates Guest service issues by making an impression that will LAST (Listen, Ask, Solve, Think)
* 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
* Preparation of 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 certifications as required
* Deliver the Budget: 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 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, impulse lane merchandise, store shelves, and displays fully stocked and fronted
* 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. Clean the fuel dispensers, parking lot and grounds surrounding the store, including trash duties, in all-weather elements
* Favorite Place to Work: 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
* Deliver Growth: 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
* Guest Service Representatives

Skills

* Follows direction and seeks clarification when required
* Seeks appropriate support to solve problems in a timely manner
* Demonstrates self-control in stressful situations
* Adaptability and flexibility to respond to a variety of situations
* Possesses an open and approachable demeanor with a positive and constructive tone
* Actively listens, asks questions, and provides clear, concise information to others via verbal or written communication
* Takes pride in delivering high-quality Guest service
* Treats Team Members with respect and values the differences that individuals bring to the team
* Meets performance expectations associated with the role

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

Equipment/Special Expertise

* NA

Required or Preferred Qualifications/Certifications

* High School Diploma or GED
* Food Certifications

Other Considerations

* Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc.
* Pursuant to New York City law, must be fully vaccinated against COVID-19 (meaning you have completed the initial vaccine series, booster shots not required) and, if hired, present proof of vaccination by start date.

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 50 lbs.
* Occasional Sitting and Driving required.
* Exposed to extreme weather conditions and temperatures
* Long periods of standing
* Exposure to gasoline fumes and cleaning products

Keywords: Thorntons Inc, Decatur , Guest Service Representative R11 - Store 381, Sales , Decatur, Illinois