guest service manager

Wally's Guest Service Managers provide passion and leadership while upholding Wally's brand standards. They oversee the Guest Service Team, ensuring the highest level of guest service and smooth daily operations.

In this leadership role, Guest Service Managers supervise Guest Service Leads and cashiers, promote a culture of hospitality, and support team performance across the store. They are responsible for scheduling, training, evaluating, and managing team members, while also ensuring compliance with company policies, safety procedures, and federal, state, and local laws.

Guest Service Managers play a critical role in creating an environment where guests feel welcomed, team members are supported, and operations run seamlessly.

• Champion superior hospitality by modeling "Aggressive Hospitality" for all team members.
• Ensure the Guest Service Team delivers timely, upbeat, and polite interactions with every guest.
• Lead the resolution of guest complaints or escalated issues using Wally's BLAST guest de-escalation procedures.
• Consistently represent the Wally's brand with professionalism and positivity.

• Provide daily direction, motivation, and accountability for Guest Service Leads and team members.
• Lead by example with professionalism, integrity, and consistency.
• Hold team members accountable by addressing performance gaps and policy violations.
• Partner with Store Managers and Loss Prevention to ensure compliance and operational excellence.

• Drive ongoing development of Guest Service Leads and team members through Wally's Training Program.
• Provide mentorship, coaching, and regular feedback to strengthen performance and build leadership pipelines.
• Ensure all onboarding and continuous training is delivered effectively and consistently.
• Foster an environment of growth and accountability where team members are set up for success.

• Oversee scheduling to maximize team member effectiveness and guest service coverage.
• Ensure accurate cash handling, reporting, and reconciliation processes are followed.
• Maintain compliance with safety standards, Wally's Emergency Action Plan, and all federal, state, and local laws.
• Support operational excellence by assisting with recruiting, hiring, evaluations, and corrective action processes.
• Proactively identify operational needs and resolve them without constant supervision.

• Partner closely with the General Store Manager to report concerns, align on priorities, and execute store initiatives.
• Collaborate across departments to ensure seamless operations and a positive guest experience.
• Provide scheduling flexibility, including availability for nights, weekends, and holidays.
• Perform additional duties as assigned by leadership.

• College degree preferred, or 1–2 years of retail/food service management experience.
• Demonstrated leadership skills and prior experience supervising larger teams.
• Strong organizational, problem-solving, and communication skills.
• Ability to work in a fast-paced, high-pressure environment.
• Must be able to stand and walk for 8–12 hours and lift/move up to 25 pounds.
• Ability to work rotating schedules, including most weekends and holidays.
• Consistent attendance and punctuality required.