The Courtesy Booth Manager in each store is responsible for overseeing the overall accounting of the store's sales and cash, supervising the courtesy booth staff, and ensuring the smooth operation of the courtesy booth, which is a revenue-generating department, performing various types of financial transactions in a highly secure financial environment.
Ensure timely and accurate reporting of store sales, including overseeing daily and weekly booth reconciliation. Familiarize entire booth staff in record retention and report preparation; provide more comprehensive training in these areas to in-charge team members; periodically review record retention process to ensure compliance; regularly review reports to ensure accuracy and timeliness.
Review daily bank deposit and armored car service to ensure accurate preparation; compare deposit slip and armored car service paperwork to data input; direct appropriate personnel to research any discrepancy; ensure resolution and corrections, if necessary.
Ensure compliance to local, state, and federal laws, especially compliance with the Patriot Act as it relates to Money Service Businesses.
Interact and maintain relations with booth vendors/partners such as Southwestern Bell, Western Union, TXU Gas, Reliant Energy, Ticketmaster, Entex, Metro, Dart, Travelers, various water districts, and others; initiate service; ensure booth employees comply with vendor procedures; oversee submission of payments to various vendors.
Report any imbalance of $500 (booth) or $150 (individual) or more immediately to the Store Manager and Manager of Booth Operations; conduct investigations, involving Loss Prevention as deemed necessary; follow established procedure to identify the cause of the shortage and resolve the problem, if possible; determine, recommend, and dispense disciplinary action related to the imbalance.
Analyze processes and work continuously to ensure organized and efficient operation of the booth; make assignments to team members to effectuate changes and improvements; acquire and provide necessary resources to ensure smooth operation and excellent customer service.
Make regular inspections of the department to ensure company standards are being met and that the booth is ready at all times for inspection and audit. Assign the task of maintaining booth supplies. Ensure that efficiency procedures are being followed consistently; ensure that checklists are being monitored, coached, and enforced.
Ensure core processes (opening, crunch, customer flow, closing, overnight, responsibility charting) are in place and the desired outcomes are accomplished in an efficient manner; make adjustments to resources; and assist when necessary to ensure excellent customer service.
Make effective use of the department's information center to post notices and reminders about booth operation, company communication, and policy and procedural changes.
Direct crisis management procedures (power shortages, etc.) when required.
Implement security procedures in the booth and ensure strict adherence to the procedures by booth personnel, including issuing system and safe passcodes, assigning responsibility for the safe on each shift, and ensuring the integrity of safe access at all times.
Prepare employee work schedules, taking into consideration budget and customer service needs; manage schedule changes effectively. Responsible for budgeting revenues and wages; monitor the labor budget weekly with the objective of meeting budget expectations; manage department to meet labor and revenue goals
Ensure that booth employees follow cash handling and control guidelines to verify cash in checker and booth clerk trays, Lotto tray, liquor store, and satellite department trays. Ensure that the booth has sufficient change to support store operations each day.
Make booth staffing decisions according to established hiring guidelines, budget, staffing needs, customer flow, and maintenance of superior customer service, with input from Store Manager and Manager of Booth Operations, when necessary.
Train all employees in equipment and computer operation and simple maintenance routines. Communicate policies and train booth staff in procedures to protect company funds and assets, including communicating and enforcing key control related to booth doors, locks, safes, etc.
Coordinate and conduct initial training of new booth personnel and ongoing training and retraining of existing booth staff. Communicate with booth staff to introduce new procedures, new vendors, new staff, etc. and to communicate company, store, and booth information.
Supervise, coach, and counsel booth staff to perform assignments according to job requirements and company policy; make recommendations regarding promotion, removal from booth, and termination; carry out determined action. Maintain effective employee relations; work to develop a friendly atmosphere and good morale in the department.
Establish teamwork; develop cooperation among the team; lead the team; manage processes; identify and respond to changing conditions; help team members respond positively to change; resolve employee disputes; communicate and counsel employees regarding issues and concerns.
Communicate performance standards and expectations to employees; give feedback to employees on a regular basis. Evaluate performance periodically; recommend personnel actions such as retention, promotion, pay adjustments, transfer, reward or dismissal of employees.
Evaluate the skill level of each courtesy booth employee and identify management potential employees for leadership positions; train management potential employees to ensure that the employee is well prepared to perform leadership duties effectively.
Identify "in-charge" team members to whom duties may be delegated; train in-charge employees in all aspects of booth operation; assign in-charge staff members to opening, mid, and closing shifts to ensure core processes are accomplished and that other staff members have proper guidance and supervision in Courtesy Booth Manager's absence.
Model excellent customer service skills to set an example for department employees; ensure that all booth team members focus on excellence in customer service and that each person works diligently to resolve any customer complaints; observe customer interactions and facilitate resolution when necessary.
Secondary Job Duties:
Comply with all company policies and procedures.
Maintain confidentiality of all data encountered in work environment.
Present favorable impression in dress, personal hygiene and business attitude.
Other duties assigned by management.
High school or equivalent experience.
Prefer five years or more of customer service and cash handling experience.
Must be able to pass a criminal background and credit check.
Mathematical abilities to calculate transactions, budgets and reports.
Ability to handle multiple tasks simultaneously.
Never- 0%, Occasionally- 1-33%, Frequently- 34-66%, Continuously- 67-100%
Occasionally- Sitting, carrying up to 40 lbs., climbing up to 3 foot height, stooping, kneeling, and crouching.
Frequently- Pushing, balancing, and smelling.
Continuously- Standing on tile/concrete, walking on tile/concrete, bending, lifting up to 40 lbs., pulling up to 100 lbs., manual dexterity, reaching, talking, seeing, and hearing.
Safety Risk Factors:
Occasionally-Loud noise, slippery or cluttered floor surface, contact with sharp objects, contact with skin irritant, toxic exposure (see Material Safety Data Sheets), nuisance dust, fumes, sprays, and hazardous cleaning solutions.
Continuously- Twisting of back and neck.
Varied, irregular schedules.
Working environment involves inside store location with controlled temperatures