Guest Services Lead Key

General Summary

This position is responsible for acting in a lead capacity for the Guest Services function and providing daily direction to Cashiers and Guest Services Associates in order to optimize the Guest experience. This position will oversee all of the Cash Office, Cashier, Guest Service and Fitting room job functions and be the Lead Associate at Guest Services. The position will directly report to the Operations Manager.

Responsibilities

1. Ensure that Gordmans guests receive prompt and friendly service through personal example and by providing direction as needed to Cashiers and Guest Services Associates.
2. Perform Cashier and Guest Services Associate duties as dictated by business needs.
3. Facilitate optimum Guest processing by minimizing the wait time on the Front End all day, every day. This will be accomplished through proper scheduling and proper reaction to business patterns.
4. Ensure that the front-end area, including furniture, fixtures and equipment are clean, properly maintained and pose no safety hazards and report any hazardous or sub-standard condition to proper management authority.
5. Follow company policies and procedures and maintain a safe work environment.
6. Conducts business in an ethical and socially responsible manner, exhibits behavior that properly represents Gordmans at all times.
7. Order and restock supplies and bags for assigned cash registers and Guest Services counter.
8. Periodically or as needed manage the Front End returns and hanger bins.
9. Return used EAS security tags to stock room for re-use on new merchandise.
10. Affix tickets on merchandise during non-peak periods.
11. Manage the fitting room operations.
12. Must be at work on a regular and predictable basis or as scheduled. All Management staff and Leads are required to close a minimum of one evening shift per week. They are also required to work one shift per weekend OR both days every other weekend (this is determined by the Store Manager).
13. Open Availability -- When business needs dictate it, Management and Leads must be flexible in terms of working hours and/or work schedule in order to manage the organization’s workflow (this includes nights and weekends).
14. Perform other related job duties as assigned by the Operations Manager.

Education and Qualifications

1. Ability to sufficiently understand the English language in order to communicate with individuals at all levels in the company and with various business contacts outside of the company in an articulate, professional manner. Ability to read price tag information; ability to sufficiently comprehend English language to read guest checks, guest identification, and similar written materials.
2. Knowledge of Gordmans Company services, products, policies and procedures.
3. Knowledge of POS system operation and troubleshooting techniques.
4. Ability to lift or otherwise move merchandise weighing up to 25 pounds.
5. Ability to stand continuously and perform essential job functions for up to and eight and one-half hour shift, with two fifteen minute breaks and one-half hour meal break.
6. Must successfully pass a pre-employment background screen.
7. Ability and willingness to satisfactorily resolve guest issues in a professional, diplomatic manner.
8. Has the skill set to execute all functions contained within the Guest Services Lead Functional Schedule.
9. High school education required.
10. Previous retail or guest services experience desired.
11. A desire to perform Guest service at the highest level, exceeding Guest expectations.

EOE

Gordmans is an equal opportunity employer