Guest Service Representative

The Guest Service Representative (GSR) is responsible for delighting Thorntonsu2019 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) u2022Delivers guest service with a u201chow may I help youu201d attitude. Looks for opportunities to delight guests and follows instructions from store management. u2022Practice safe working habits that align with company safety rules. Advise store management of any maintenance or safety problems. u2022Adhere to all city, county, state, and other applicable laws and regulations as it relates to restricted sales such as alcohol, tobacco, and lottery. u2022Prepare 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. u2022Follow 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. u2022Keep coolers, beverage dispensers, impulse lane merchandise, store shelves, and displays fully stocked and fronted on a regular basis. u2022Use suggestive selling techniques to suggest items to Guests that complement their purchases. Encourage Guest participation in the Refreshing Rewards loyalty program. u2022Clean 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. u2022Live Thorntonsu2019 Core Values and contribute to an environment that is welcoming and belonging for Team Members and Guests u2022Be responsible for your shift by following the attendance policy and staying familiar with all company policies as outlined in Thorntonsu2019 Team Member Handbook u2022Embrace new company initiatives and technologies. Provide a craveable fresh food offering by maintaining PAR levels per store expectations u2022Perform additional duties as assigned Key Relationships u2022Region Manager u2022Human Resource Manager u2022General Manager u2022Store Manager u2022Food Service Manager u2022Guest Service Representatives Skills u2022Follows written and verbal direction/instructions and seeks clarification when required. u2022Works effectively and accurately in a fast-paced environment. u2022Seeks appropriate support to solve problems in a timely manner. u2022Delights customers by providing a friendly and helpful experience that wins loyalty to the brand. u2022Demonstrates self-control in stressful situations. u2022Adaptability and flexibility to respond effectively to a variety of situations u2022Possesses an open and approachable demeanor with a positive and constructive tone of voice and a u201ccan dou201d attitude. u2022Actively listens, asks questions, and provides clear, concise information to others via verbal or written communication u2022Takes pride in delivering high-quality Guest service u2022Meets performance expectations associated with the role u2022Uses analytical skills to identify and solve problems or situations encountered on the job. u2022Uses basic arithmetical skills to add, subtract, and divide as necessary to count and document cash drawers, lottery receipts, inventory needs, etc. u2022Values diversity and recognizes the strengths that individuals from divergent life experiences and backgrounds bring to the team. Knowledge u2022Principles and processes for providing Guest Service. This includes Guest needs assessment, meeting quality standards for services, and evaluation of Guest satisfaction u2022Principles and methods for showing, promoting, and selling products or services Experience u2022All experience is considered Required or Preferred Qualifications/Certifications u2022High School Diploma or GED (Preferred) u2022Food Certifications (Preferred) Other Considerations u2022Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc. Physical Requirements u2022Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc. u2022Daily Standing, Pushing, Pulling, Reaching, Bending, Squatting, Climbing, Walking and Lifting up to 55 lbs. u2022Occasional Sitting and Driving required. u2022Exposed to extreme weather conditions and temperatures u2022Long periods of standing u2022Exposure 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 9 am u2013 5 pm EST M-F. This job description reflects an effort on the part of Thorntons and itsu2019 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 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 9 am u2013 5 pm EST M-F. Wage $19.25-$19.50

Created: 2025-09-10