Archived GSA Responsibilities?

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I'm a fairly new gsa, I think I've been an official gsa for maybe five or six months but I don't do it that often if that makes sense. I usually only did it once or twice a week because my etl wants me to do cash office mostly because of my availability. I'm not the best red card gsa but I do the best I can with the experience that I have.

Anyway today we had three gsa's scheduled and overlapping. One opened 8-3:30, one overlapping 11-7:30, and one closing 4-11. I was the mid gsa. So we had a ton of extra cashiers today and I wasn't really needed as gsa so I floated from the lanes and guest services as needed. An hour into my shift I was asked to pick a cashier and go to seasonal to help the sales floor with their zone and reshop. That seemed fine to me so I did that for about two hours until the opening gsa needed a thirty. So I broke him and then I helped out food avenue for about two hours because they had a call out. I went back to guest services to help them and I stayed over there until it was time for the opening gsa to leave. I then went back to the lanes until the closing gstl arrived, he was late but it wasn't a big deal so when he came in we talked about the lanes a little and then I had a guest that I had to help at guest services and then I went on lunch. I come back around five thirty to find that he has told the LOD that he hasn't seen me since he came in but I shrug it off because I know where I have been and what I have been doing.

One of our other gsa's was scheduled as a cashier at 4:30. She was not acting like a cashier and she was helping him the run the lanes so I stayed at guest services. Around six thirty the closing gstl decides that he needs a break so he comes over to guest services interrupts me while I am with a guest and tells me that I am scheduled as a gsa and I should act like one. The other gsa scheduled as a cashier should not be doing my job. I was very upset about the way he addressed me in front of my peers and the guests but I don't like confrontation. So I let it go. Am I in the wrong here? Do I need to address his behavior?

I feel like as a gsa I should go where I am needed and helping the guest is always my first priority. If I see a line at guest services I am going to go over and help out. Our DTL is upset with my performance because I have been helping guest service when he comes to visit but isn't that part of my core role? I also hate how ETL's overreact when it comes to back-up. I find being gsa so aggravating sometimes I just want to demote myself and be done with it. I do enjoy it for the most part but the constant pressure for redcards and the blatant favoritism from etl's and gstl's alike bothers me.

Sorry for the rant but I just needed to get some feedback on this sitch.
 
B

Barcode

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Either they just don't like you, or theres more to the story. lol.

And yes... GSA's are effectively "Specialists" for the GS workcenter, so you would attend to any outstanding tasks that may arise. For example: backing up the lanes, service desk, photo, etc. If you have multiple people scheduled as GSA/GSTL at the same time, one of them should be responding to backups/guest requests -- I don't really like how your GSTL said "Act like a GSA".

When we had multi-coverage when I was a GSA, I would float around where needed unless my GSTL needed a break, or to go offstage... At which times they would inform me so that I could maintain my presence at the front of the lanes (and speedweave).
 
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I think it's a mixture of both things. We have five gsa's. Three nice, semi-quiet ones and two loud, aggressive ones. I was working with the two loud ones last night and I honestly think they feed off of each others negative energy. When it's just me and the gstl I have never had him speak to me like that or act in such a rude way so it caught me off guard.

Thanks for the feedback Barcode I really appreciate it.
 

StaticSun

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Explain the situation to your TL/ETL. If they say you shouldn't be assisting GS, challenge them. Explain what you were doing, and how it impacted guest service. Explain the positive impact.
 
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I'm not sure how big your store is, but my Front End team is composed of 7 GSTLs and 2 GSAs. Being one of those 2 GSAs, my everyday duties are simply running the lanes and responding to backup calls. We rarely leave our lanes. If we have backup, we delegate the task to a cashier and send them wherever they're needed. What your GSTL did was totally uncalled for and if he has an issue with your performance, he should have that conversation with you behind closed doors. I suggest printing out your core roles off WorkBench and going over them with your ETL-GE. Good luck!
 

buliSBI

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Your store's GSA schedule sounds a bit out of control. You can not have 2 or people managing or coordinating that Front Lanes at the same time. When you do, you are going to have hostility and difference of opinion.

I would be better for one person to be GSA to a certain pointNow if its a mad house with a packed cashier/guest service schedule. The GSAs can split between the guest service/Food Ave and lanes. Or split up the lanes. Or just one main GSA and the other work the registers.
 
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Honestly that's how it was that day with the opening gsa. He opened the lanes so I let him do his thing and back him up when needed. It was the closing gstl that had a problem with the way things were. But I honestly feel like I can't talk to my ETL because he was the one that told me that the DTL was displeased with my performance because I have been helping guests at guest services when he visits. It was just bad timing in my opinion but what can I do?

He has also expressed disappointment with redcard performance during my gsa shifts. I'm not a pusher, I really feel that you really risk alienating guests and cashiers when you push too hard for redcards. If they want to sign up great and if they decline as long as I know that my cashiers are trying their best I can't fault them for not succeeding. But I expressed these concerns with the ETL-HR before I took the position because being redcard extroidinaire has never been in my wheelhouse.

Thanks for the feedback guys I will try to talk to my GE about my concerns and I will try to be more active in my gsa role. Maybe I have just been too passive. I tend to let things happen to me without saying anything.
 
B

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I'm not sure how big your store is, but my Front End team is composed of 7 GSTLs and 2 GSAs. Being one of those 2 GSAs, my everyday duties are simply running the lanes and responding to backup calls. We rarely leave our lanes. If we have backup, we delegate the task to a cashier and send them wherever they're needed. What your GSTL did was totally uncalled for and if he has an issue with your performance, he should have that conversation with you behind closed doors. I suggest printing out your core roles off WorkBench and going over them with your ETL-GE. Good luck!
7 GSTLs??? Is that even possible at the highest org chart? ...hmm


Bluegirl,

If your DTL saw you behind the counter at GS when you were the only GSA/GSTL, it does look bad. If a GSTM has an issue exceeding their expertise it is OKAY though, you just need to be vocal on the walkie that you are assisting a guest at GS and cannot speedweave. But if you're just hopping on to help guests and make the line go faster, you are supposed to call for backup and keep speedweaving -- Not saying I never just hopped on, but it IS something they can and will call you out on -- has happened to me.




o.o 1800!
 
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redeye58

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When scheduled as GSA, you should notify leadership any time a situation arises that pulls you away from your "post", which is in the lanes.
Looking up an EJ? "LOD, stepping off-stage for an EJ look-up"
Hopping on a lane? "Team, I need XX back-up cashiers up front for a code one. LOD, I'm hopping on a lane. Can someone watch the lanes?"
Service desk backed up? "LOD, hopping on at Guest Services."
 
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Hahahahahaha. Yeah, not at my store. It's GSA, I know you are busy on a lane/backing up guest services/getting carts/on lunch/zoning dollar spot but if you could get that lane light at the same time, then maybe we'll believe you're doing something. And no, we won't back you up, because you should be doing your own job.
 
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i'm still questioning the 7 GSTL thing. I work in a high volume store with 2 gstl's and 4 gsa's. I've been the only GSTL since July because the other took a FMLA.. having another one would have been great during 4th quarter but i can't imagine having 7!
 
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Wow...we're ULV and have 2 GSTLs and 4 GSAs. (Though one GSA is weekends only, another is out sick for what will be a while and one was just hired as seasonal and hopefully stays that way).
 

mrknownothing

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Seven GSTLs. That's........I don't even know what to say about that.

At my A+, we have 3 GSTLs and 5.5 GSAs (the "half" splits time with another workcenter).
 

Jasette

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At my store there are 2 GSTLs and 3 GSAs, but we're never scheduled at the same time, unless we're in different workcenters or there's a visit/other event. GSAs get Guest Service shifts all the time which basically means we do backup for the GSA/GSTL scheduled as well as doing all the Guest Service duties. Often when I'm scheduled as Guest Service with the senior GSTL she'll go to TSC to work on writing reviews/coachings and I'll do both SD and GSA at the front.

We have the one very experienced, senior GSTL who gets the full 40 GSTL hours a week. The second GSTL, who was newly promoted(?) from Hardlines TLOD, gets about 24-32 GSTL hours plus a Hardlines/TLOD shift or two to make it an even 40.

GSAs are hired as full time and we sign on at an offered 32-40hrs, but we get scheduled on average about 24-32 hours instead (and, of course, at a lower pay grade). In example, this week I have 23 hours scheduled (one 8hr & one 7hr closing GSA, and one 7hr Service Desk). Next week I have 33hrs with four Service Desk shifts (4hrs, 6hrs, 7hrs, & 7.5hrs) and one 8.5hr GSA shift. Last week I had 3 GSA shifts (all closing without a GSTL, as per usual) and one Service Desk shift at 24.5hrs total. They're never at the same time or on the same day so I have no predictability whatsoever. Last week I had a shift where I was scheduled as GSA for the first 4 hours, then closing Service Desk for the last four.

I don't mind closing at all because I work better in the evenings (I'm not at all a morning person), and it's fun to see if I can get everything done by the time the last guest leaves, so that people can go home early. I appreciate the challenge. And everyone seems to be a bit sillier in the evenings, which is perfect for me! Plus I get to spend a little extra time with the LOD in 239, which is helpful if I have any questions.

But because I perform all of the same duties as GSTLs onstage, TMs often refer to me as GSTL (even at least one of my LODs, which is funny). I'm told by cashiers all the time that they're surprised I'm not technically a TL, and whenever I'm scheduled as Guest Service, they always come over to ask me if they can go on break, when the GSA/GSTL on duty is right there, hahaha.

And when I'm GSA, often times Guest Service needs backup so it's sort of a home base for me. Our Service Desk is placed so that you can overlook all of the lanes and watch for any issues that might arise. I like to keep my break schedule over there so I can have my hands free if I need to assist guests, check the bathrooms/fill toilet paper, get sodas/bags to fill, etc. Also we stopped having Cart Attendants scheduled a couple months ago so I do a lot of those tasks as well, and back-up Cashier if necessary (though because I have so many things to do, I try to stay off a lane as much as possible, and just call for backup if TMs are available).

So essentially whenever I'm scheduled I can expect to do GSA, GSTL, Service Desk, Cashier, Brand Attendant and Cart Attendant duties, along with helping guests find items they're looking for (which often means leaving the front lanes for several minutes), and sometimes assisting with abandons if they're getting out of control, or answering calls for hardlines if the section in question is nearby.

Basically as a GSA my role is to be a jack-of-all-trades and fill in any holes that need filling, even if it means having a ton of things on my plate. I have to constantly keep my eyes and ears on everything, including calls in other workcenters on the walkie so I can help other TMs if I have answers to their questions and their TL/other TMs are busy.

So if your GSTL is telling you to "act like a GSA," it sounds like you're already doing what a GSA should be doing, for the most part.

That said, I think the GSTL might actually have been frustrated that you weren't thinking about covering his break? I recently got massively annoyed with a GSA who was scheduled as Service Desk and kept wandering away from his post/the front lanes, so I was about an hour late on every single break because he wasn't thinking of my schedule. Though that's another story entirely, it might give you a bit of context? As a GSA at Service Desk I always put the GSA/GSTL's breaks first and make sure to remind them that I'm ready to cover them. I know how stressful being the only GSA/GSTL can be, and Service Desk is a breeze in comparison, so I always try to be there for them and let them know I can take over for them if they need a break/lunch, or help them with tasks if they need assistance.

Of course, it was definitely improper of him to interrupt you while you were with a guest, and in front of other TMs. That is out of line and not at all brand! If you feel like that particular GSTL is not respecting you or is acting improperly, you should try mentioning it to the ETL-GE and they'll usually have a gentle talk with the person and work it out.

At the end of the day, it sounds like this is more about communication than anything else? Perhaps you should ask this GSTL what they would like you to do when you're scheduled together, so that you can act within the bounds of how they believe a GSA should act (with rare exceptions for guests/vibe moments that should be understandable). Everyone has a different way of doing things, and it's important to adjust to fit everyone's needs, as long as everything's getting done.
 
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redeye58

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We're hi vol but have only 3 GSTLs & 3 GSAs (one being added for Q4). Except for a part-timer, everyone else gets 32+/wk. When hrs are tight, there's an opener & closer while the mid may be listed as cashier. The mid covers breaks & is the 1st responder for back-up.
@OP: I think Jasette pretty much nailed it.
 

Jasette

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We're hi vol but have only 3 GSTLs & 3 GSAs (one being added for Q4). Except for a part-timer, everyone else gets 32+/wk. When hrs are tight, there's an opener & closer while the mid may be listed as cashier. The mid covers breaks & is the 1st responder for back-up.
@OP: I think Jasette pretty much nailed it.
Sigh. I wish I were getting 32+/wk. I'm supposed to. Sometimes the part-time cashiers get more hours than I do. -_- I've had several weeks where I was literally at 20hrs. I've heard the other GSAs are getting the same.
 

redeye58

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GSTLs/GSAs will get 3-4 shifts & the rest will be cashier, service desk, cash office, carts, etc. Quite a few pick up cashier shifts.
For some reason we've had a hard time keeping cashiers this quarter.
 
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One nice thing, was that as a GSA I never had to look for hours (not much anyway) -- Was a consistent 39.50-40.00 Hours per week every week.
 
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my GSAs get a solid 40 hours every single week and if i could schedule them overtime they would get it. Our schedule is rough and I need two more people but they're waiting until jan.
 

Jasette

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Our store has been needing to cut hours since we recently suffered some loss (our power went out several times, and that meant we lost a LOT of refrigerated food).

That said, I haven't been regularly scheduled for 32+ hours a week since basically my first month, way before that loss. Maybe I should have a chat with my ETL-GE next time she asks me if I need anything from her?
 

StaticSun

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Year round, I averaged 37-40 hours. Q4 I averaged 45 hours/week, with STL/ETL-HR approval.
 
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You should. I do the bulk of the cash office shifts because of my open availability and I have to constantly remind my GE that he needs to schedule me either after cash office or more consistently so that I can at least have thirty hours. Don't be afraid to speak up about those kinds of things or they will just assume that you are ok with it.

As a sort of update, I just worked with the gstl today and things were cool. But I really didn't expect there to be a problem. Some of the people I work with act differently depending on who is at work with them. It's not right but I've learned to accept it for now.
 
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Yup, 7 GSTLs! Our store is a two-floor Target and there must ALWAYS be a GSTL or GSA on both floors. We typically have 2 openers, one mid, and two closers every day. Sometimes we only have one opener, but we always have two closers. We do get called away to assist a guest at Electronics or GS, but we have to let the LOD where we're going and ask them to keep an eye on the lanes. GSTLs are only scheduled for GSTL shifts and GSAs are only scheduled for GSA shifts, never a GS or Food Ave shift.
 
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