Guest Service Representative R5 – Store 110

at Thorntons Inc
Location Indianapolis, Indiana
Date Posted September 19, 2022
Category Call Centre / CustomerService
Job Type Permanent



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.


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


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


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


All experience is considered

Equipment/Special Expertise


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

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