Guest Services Can I speak to a manager?: A front end thread

Joined
Feb 11, 2017
Messages
376
literally got in trouble today by my SD for being at guest service (that was busy and had lines) and not watching the lanes even though I was scheduled service advocate after I got out of cash office. she said, but you’re a GSA (then corrected herself and said SEA which still does not exist), so I need to be in front of the lanes. i apparently know nothing... and just cannot win.
 
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Humble TL

Timers ,Please!
Joined
Apr 30, 2017
Messages
2,497
Wow, this thread: just like I imagined, stagnant, boring, entitled and bitchy.
 
Joined
Jun 11, 2011
Messages
317
Wow, this thread: just like I imagined, stagnant, boring, entitled and bitchy.
Here's the thing, your job is simple. Put things on the shelves. Do it in a certain amount of time, make it look good. Make sure the pricing is good, make sure the stock is not overpushed, take care of back stock, etc.

My job at the front end? It's not fucking easy because every fucking day I go in I am told to do an entirely different fucking thing than I was told to do yesterday. If I call for backups when I've got everyone I have on register and lines out the door, then I'm told not to call for backups because the floor is busy. If I then don't call for backups in the same situation, I'm yelled at for not calling for backup. If I tell the drive up person not to risk getting bogged down with a guest when their drive up is 1 minute away, I'm yelled at for not utilizing my team effectively. If I do pull that drive up person to handle guests and the drive up arrives, who is helping us take that drive up out? No one. Instead, I'm yelled at for pulling the drive up person to help guests.

What's the policy today? Who the fuck knows! Just give the guest what they want and make them happy, except yesterday you gave a guest what they wanted and they left happy but it was against policy. Oh! And Starbucks has a line. You're in charge of service at Starbucks. Go help them out. Oh, hey. Why are you behind Starbucks instead of running the lanes? Don't call for backup, use the line buster. What do you mean the line buster doesn't work and help desk said not to use it? Well, figure it out. Just jump on a lane then. Hey! Why are you on a lane? You're supposed to be watching the lanes, not ringing. Oh, and the other day HumbleTL said you were calling for backup instead of hopping on a lane for backup. You should be responding first.

Guest service has a line. Go help them out. Wait! Why aren't you watching the lanes? You're not supposed to be hopping behind guest service. Use your team members. Also, we had to cut 30 hours on the schedule, so you're only going to have 1 guest service, 1 sco, and 1 cashier. We won't be bringing in FOS attendants until 6. Speaking of which, carts are empty so I'm gonna need you to go out and bring some carts in. Hey! Why are you outside and not watching the lanes!? Send your cashier out to get them. What do you mean you have to jump on register then? We scheduled a cashier for you, you aren't supposed to be on a lane! Get off the lane! You have backups. Call for a backup. NO WHAT ARE YOU DOING?!?! DO NOT CALL FOR A BACKUP! Just jump on!

Yes, front end is basically easy and our only job is to help guests. That's simple. What isn't simple is the damn company being quad-polar about what the fuck it expects us to do, and for that reason front end is the worst fucking work center in the entire store.
 

gsa4lyfe

Always here
Joined
Jul 31, 2017
Messages
1,949
Here's the thing, your job is simple. Put things on the shelves. Do it in a certain amount of time, make it look good. Make sure the pricing is good, make sure the stock is not overpushed, take care of back stock, etc.

My job at the front end? It's not fucking easy because every fucking day I go in I am told to do an entirely different fucking thing than I was told to do yesterday. If I call for backups when I've got everyone I have on register and lines out the door, then I'm told not to call for backups because the floor is busy. If I then don't call for backups in the same situation, I'm yelled at for not calling for backup. If I tell the drive up person not to risk getting bogged down with a guest when their drive up is 1 minute away, I'm yelled at for not utilizing my team effectively. If I do pull that drive up person to handle guests and the drive up arrives, who is helping us take that drive up out? No one. Instead, I'm yelled at for pulling the drive up person to help guests.

What's the policy today? Who the fuck knows! Just give the guest what they want and make them happy, except yesterday you gave a guest what they wanted and they left happy but it was against policy. Oh! And Starbucks has a line. You're in charge of service at Starbucks. Go help them out. Oh, hey. Why are you behind Starbucks instead of running the lanes? Don't call for backup, use the line buster. What do you mean the line buster doesn't work and help desk said not to use it? Well, figure it out. Just jump on a lane then. Hey! Why are you on a lane? You're supposed to be watching the lanes, not ringing. Oh, and the other day HumbleTL said you were calling for backup instead of hopping on a lane for backup. You should be responding first.

Guest service has a line. Go help them out. Wait! Why aren't you watching the lanes? You're not supposed to be hopping behind guest service. Use your team members. Also, we had to cut 30 hours on the schedule, so you're only going to have 1 guest service, 1 sco, and 1 cashier. We won't be bringing in FOS attendants until 6. Speaking of which, carts are empty so I'm gonna need you to go out and bring some carts in. Hey! Why are you outside and not watching the lanes!? Send your cashier out to get them. What do you mean you have to jump on register then? We scheduled a cashier for you, you aren't supposed to be on a lane! Get off the lane! You have backups. Call for a backup. NO WHAT ARE YOU DOING?!?! DO NOT CALL FOR A BACKUP! Just jump on!

Yes, front end is basically easy and our only job is to help guests. That's simple. What isn't simple is the damn company being quad-polar about what the fuck it expects us to do, and for that reason front end is the worst fucking work center in the entire store.
As someone who’s worked everywhere it’s just a different kind of hard. Both the floor and cashiering are tough. Cashiering is just too repetitive to me the same way I hate pushing for 8 hours straight.
 
Last edited:

Humble TL

Timers ,Please!
Joined
Apr 30, 2017
Messages
2,497
Here's the thing, your job is simple. Put things on the shelves. Do it in a certain amount of time, make it look good. Make sure the pricing is good, make sure the stock is not overpushed, take care of back stock, etc.

My job at the front end? It's not fucking easy because every fucking day I go in I am told to do an entirely different fucking thing than I was told to do yesterday. If I call for backups when I've got everyone I have on register and lines out the door, then I'm told not to call for backups because the floor is busy. If I then don't call for backups in the same situation, I'm yelled at for not calling for backup. If I tell the drive up person not to risk getting bogged down with a guest when their drive up is 1 minute away, I'm yelled at for not utilizing my team effectively. If I do pull that drive up person to handle guests and the drive up arrives, who is helping us take that drive up out? No one. Instead, I'm yelled at for pulling the drive up person to help guests.

What's the policy today? Who the fuck knows! Just give the guest what they want and make them happy, except yesterday you gave a guest what they wanted and they left happy but it was against policy. Oh! And Starbucks has a line. You're in charge of service at Starbucks. Go help them out. Oh, hey. Why are you behind Starbucks instead of running the lanes? Don't call for backup, use the line buster. What do you mean the line buster doesn't work and help desk said not to use it? Well, figure it out. Just jump on a lane then. Hey! Why are you on a lane? You're supposed to be watching the lanes, not ringing. Oh, and the other day HumbleTL said you were calling for backup instead of hopping on a lane for backup. You should be responding first.

Guest service has a line. Go help them out. Wait! Why aren't you watching the lanes? You're not supposed to be hopping behind guest service. Use your team members. Also, we had to cut 30 hours on the schedule, so you're only going to have 1 guest service, 1 sco, and 1 cashier. We won't be bringing in FOS attendants until 6. Speaking of which, carts are empty so I'm gonna need you to go out and bring some carts in. Hey! Why are you outside and not watching the lanes!? Send your cashier out to get them. What do you mean you have to jump on register then? We scheduled a cashier for you, you aren't supposed to be on a lane! Get off the lane! You have backups. Call for a backup. NO WHAT ARE YOU DOING?!?! DO NOT CALL FOR A BACKUP! Just jump on!

Yes, front end is basically easy and our only job is to help guests. That's simple. What isn't simple is the damn company being quad-polar about what the fuck it expects us to do, and for that reason front end is the worst fucking work center in the entire store.
22D1446E-23A1-4639-8CFB-AD24DC7BBE91.png
 

Amanda Cantwell

Service Advocate
Joined
Mar 27, 2017
Messages
4,156
As someone who’s worked everywhere it’s just a different kind of hard. Both the floor and cashiering is tough. Cashiering is just too repetitive to me the same way I hate pushing for 8 hours straight.
This. It’s never a good idea to start comparing jobs and calling some easy. They’re all hard, in different ways.

Except cart attendent— all our jobs are easy compared to cart attendent on 95 degree day.
 

TargetSenpai

DBO Bed/Bath, GSA, FF, HL/SL, FOS Training Mentor
Joined
Jun 15, 2017
Messages
37
Here's the thing, your job is simple. Put things on the shelves. Do it in a certain amount of time, make it look good. Make sure the pricing is good, make sure the stock is not overpushed, take care of back stock, etc.

My job at the front end? It's not fucking easy because every fucking day I go in I am told to do an entirely different fucking thing than I was told to do yesterday. If I call for backups when I've got everyone I have on register and lines out the door, then I'm told not to call for backups because the floor is busy. If I then don't call for backups in the same situation, I'm yelled at for not calling for backup. If I tell the drive up person not to risk getting bogged down with a guest when their drive up is 1 minute away, I'm yelled at for not utilizing my team effectively. If I do pull that drive up person to handle guests and the drive up arrives, who is helping us take that drive up out? No one. Instead, I'm yelled at for pulling the drive up person to help guests.

What's the policy today? Who the fuck knows! Just give the guest what they want and make them happy, except yesterday you gave a guest what they wanted and they left happy but it was against policy. Oh! And Starbucks has a line. You're in charge of service at Starbucks. Go help them out. Oh, hey. Why are you behind Starbucks instead of running the lanes? Don't call for backup, use the line buster. What do you mean the line buster doesn't work and help desk said not to use it? Well, figure it out. Just jump on a lane then. Hey! Why are you on a lane? You're supposed to be watching the lanes, not ringing. Oh, and the other day HumbleTL said you were calling for backup instead of hopping on a lane for backup. You should be responding first.

Guest service has a line. Go help them out. Wait! Why aren't you watching the lanes? You're not supposed to be hopping behind guest service. Use your team members. Also, we had to cut 30 hours on the schedule, so you're only going to have 1 guest service, 1 sco, and 1 cashier. We won't be bringing in FOS attendants until 6. Speaking of which, carts are empty so I'm gonna need you to go out and bring some carts in. Hey! Why are you outside and not watching the lanes!? Send your cashier out to get them. What do you mean you have to jump on register then? We scheduled a cashier for you, you aren't supposed to be on a lane! Get off the lane! You have backups. Call for a backup. NO WHAT ARE YOU DOING?!?! DO NOT CALL FOR A BACKUP! Just jump on!

Yes, front end is basically easy and our only job is to help guests. That's simple. What isn't simple is the damn company being quad-polar about what the fuck it expects us to do, and for that reason front end is the worst fucking work center in the entire store.
Can confirm that this is literally the thing that began happening at my store before we got rid of the GSA thing.
 
Joined
Jun 6, 2013
Messages
1,332
What we’re doing is coming back to bite us in the butt. The ones we’re using as SETLs have let it go to their heads. That are pouting when we put them on a register and trying to boss everyone around. It’s really backfired.
 

REDcardJJ

Service and Engagement TL
Joined
Sep 18, 2017
Messages
2,003
What we’re doing is coming back to bite us in the butt. The ones we’re using as SETLs have let it go to their heads. That are pouting when we put them on a register and trying to boss everyone around. It’s really backfired.
i nipped that in the bud the second i stepped in role
 
Joined
Feb 11, 2017
Messages
376
What we’re doing is coming back to bite us in the butt. The ones we’re using as SETLs have let it go to their heads. That are pouting when we put them on a register and trying to boss everyone around. It’s really backfired.
we haven’t put anyone as SETL, but the former GSAs, so that parts been fine. (although i’ve been debating asking them if i can “step down” from that fake position and just be guest advocate).

we have that issue with others getting scheduled at the service desk... pouting on register, feeling like they can take breaks whenever they want (we used to not schedule breaks up there because it was go when there is coverage and common sense, but now we do and they just ignore it or “forget”), taking a bunch of bathroom breaks and just being generally unhelpful when there is a longtime gstm up there.
 

seasonaldude

Hitting All Items Scanned
Joined
Oct 3, 2018
Messages
1,339
Curious if this is just my store or a chainwide thing:

Now, that we have the recycler only SETLs are allowed to do the cash office. One other person is trained but can only be used to cover vacations. This is causing issues because it takes our TLs off the floor when the store is opened and we aren't scheduled heavily enough to do without them. We have to pull them out from the CO, which means it doesn't always get done until late in the day. It was so much more efficient to have a trusted TM come in before the store opened and get it done.
 
Joined
Mar 21, 2019
Messages
63
apparently there are other stores that do that but it is actually against policy, setls are very specifically not supposed to do co
 

gsa4lyfe

Always here
Joined
Jul 31, 2017
Messages
1,949
Curious if this is just my store or a chainwide thing:

Now, that we have the recycler only SETLs are allowed to do the cash office. One other person is trained but can only be used to cover vacations. This is causing issues because it takes our TLs off the floor when the store is opened and we aren't scheduled heavily enough to do without them. We have to pull them out from the CO, which means it doesn't always get done until late in the day. It was so much more efficient to have a trusted TM come in before the store opened and get it done.
Pre modernization communication was only TLs we’re able to use the cash recycler but the new rollout says “only guest advocates should be doing cash office” so I’m honestly not sure anymore
 

gsa4lyfe

Always here
Joined
Jul 31, 2017
Messages
1,949
apparently there are other stores that do that but it is actually against policy, setls are very specifically not supposed to do co
They’re definitely allowed to, it’s not recommended because they should be available for the team when they’re in the building but it’s not against policy.
 
Joined
Mar 21, 2019
Messages
63
when i get back in to work on tuesday i will see if i cant pull up the workbench page on cash office that spells it out. having said that like, neither of the stores i have worked at follow cash office policy very well including the scheduling restrictions so
 
Joined
Aug 14, 2014
Messages
53
Glad my store isn't the only shit show. We have no SETL's. Service desk is in charge of the front. This morning was a 17yr old in charge. This afternoon's thinks she runs the whole damn place, let's certain cashiers wander and do nothing, then complains about it. We also have no former GSA's or gst. SD hides in office . It's a shit show.
 

REDcardJJ

Service and Engagement TL
Joined
Sep 18, 2017
Messages
2,003
Glad my store isn't the only shit show. We have no SETL's. Service desk is in charge of the front. This morning was a 17yr old in charge. This afternoon's thinks she runs the whole damn place, let's certain cashiers wander and do nothing, then complains about it. We also have no former GSA's or gst. SD hides in office . It's a shit show.
hey i’m 18 years old and i’m actually a SETL :mad:
 
Joined
Mar 21, 2019
Messages
63
Glad my store isn't the only shit show. We have no SETL's. Service desk is in charge of the front. This morning was a 17yr old in charge. This afternoon's thinks she runs the whole damn place, let's certain cashiers wander and do nothing, then complains about it. We also have no former GSA's or gst. SD hides in office . It's a shit show.
😨🥶🤢🤮
 

seasonaldude

Hitting All Items Scanned
Joined
Oct 3, 2018
Messages
1,339
Glad my store isn't the only shit show. We have no SETL's. Service desk is in charge of the front. This morning was a 17yr old in charge. This afternoon's thinks she runs the whole damn place, let's certain cashiers wander and do nothing, then complains about it. We also have no former GSA's or gst. SD hides in office . It's a shit show.
Meh. It's not age. It's maturity. My favorite service desk TM is 18. She's great. Efficient. When she's scheduled back there it makes my life so much easier. Sadly, she just left us for school. Good for her. But, sad for me.
 
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