Belleville Market Guest Services Area Guide

Belleville Market Guest Services Area Guide

Your Role, Responsibilities & Expectations by Area

At Belleville Market, our Guest Services team is more than just helpful faces—you're the heartbeat of the store. The areas you’re assigned to each play a unique part in how we run smoothly and create a memorable experience for every guest who walks through our doors. This guide is designed to help you understand the purpose of each area, your responsibilities, what to watch out for, and how to show up your best in every zone.

Stationed, but Flexible

When you’re assigned to an area (or areas), you’re expected to primarily remain stationed there to maintain a consistent presence. For example:
  1. If assigned to PARC and LOFT, you will float thoughtfully between these two spaces since they are adjacent and related, ensuring both areas feel well-covered.
  2. If assigned solely to Gallery, you should stay focused there unless asked to assist elsewhere.

Communication is Key: Use Your Walkie

All Guest Services associates are required to carry and actively use a walkie-talkie during their shift. This ensures the team stays connected and can respond quickly to changing needs.
  1. If the register line becomes busy and the assigned cashier needs support, a request for assistance will be sent over the walkie.
  2. When help is requested, a team member from an adjacent area (e.g., PARC) can temporarily step in to support the register, then return to their assigned zone.
  3. Always respond promptly to walkie calls to keep operations running smoothly and guests satisfied.

Gallery

Front-of-House Coverage at Belleville Market: Includes Register, Floor, and Front-of-House Guest Experience

Why It Matters

The Gallery is the first and last impression guests have at Belleville Market. As the front-of-house area, it combines high-traffic, high-visibility curated departments with some of our most popular vendors. From the register experience to the way the shelves look, how this space is run sets the tone for the entire store.

The Gallery includes:
  1. Entertaining Essentials
  2. Home Decor
  3. Furniture
  4. Personal Care
  5. Taste of Belleville (adjacent)
  6. Jewelry Department
  7. A variety of Showcase Merchants and high-traffic Booth Vendors

Gallery - Solo Coverage

Do

  1. Prioritize the guest in front of you—customer service always comes first.
  2. Greet everyone entering with a warm, genuine welcome.
  3. Provide full attention during checkout—engage sincerely, no side conversations.
  4. Regularly walk the floor to reset displays, refill merchandise, and maintain tidiness.
  5. Perform light sweeping and surface cleaning to keep the Gallery polished.
  6. Restock the register area with bags, tissue, and impulse items during downtime.
  7. Use the walkie to request support if the line builds or help is needed on the floor.
  8. Call in a second register or ask for coverage when needed—don’t hesitate to communicate.

Don’t

  1. Leave the register unattended without checking in or arranging backup.
  2. Engage in side conversations with other team members while assisting a guest at checkout.
  3. Answer the phone if a customer is present—in-store guests take priority.
  4. Ignore the floor—straightening and cleanliness are just as important as ringing guests out.

Look Out For

  1. Guests waiting in line—acknowledge them immediately, even if you're multitasking.
  2. Full trash bins, messy displays, or low impulse stock—clean and refill promptly.
  3. Guests browsing or appearing unsure—offer guidance or suggest products.
  4. Opportunities to provide a warm send-off and invite return visits.

Gallery - Dual Coverage

When two Guest Services Associates are assigned to Gallery, responsibilities are split between:

Why it Matters

You’re the final interaction for most guests. Your checkout experience can leave a lasting impression—good or bad.

Do

  1. Stay near the register at all times.
  2. Greet guests as they approach, and thank them after checkout.
  3. Provide full attention to the guest in front of you—make it feel personal.
  4. Follow all checkout, cash handling, and cashwrap policies.
  5. Restock register supplies (bags, tissue, impulse items) when time allows.
  6. Answer the phone only when no guests are in line or at the counter.

Don’t

  1. Engage in conversations with teammates while assisting a guest.
  2. Leave your station without communicating.
  3. Handle restocks or side tasks during busy moments.

Look Out For

  1. Long lines—signal the floor associate or request help via walkie.
  2. Guests who need help with large items—ask for assistance or offer help.
  3. Opportunities to upsell or inform guests of promotions.

Why It Matters

As the first person many guests see, you’re responsible for the tone of their visit. You also keep the Gallery looking sharp and stocked.

Do

  1. Greet every guest warmly as they enter the store.
  2. Maintain all front-of-house displays and departments—reset, restock, and keep things tidy.
  3. Perform light sweeping and general floor upkeep throughout your shift.
  4. Pull restocks and assist with product questions.
  5. Be prepared to jump in at the register if lines build or support is needed.
  6. Communicate clearly if you’re stepping away to help in another department.

Don’t

  1. Disappear from the floor or float without communicating with the register associate.
  2. Let messy displays linger—reset regularly.
  3. Wait for guests to ask for help—be proactive.

Look out for

  1. Guests needing assistance with locating items or vendors.
  2. Items out of stock or in disarray—restock or call it out on the walkie.
  3. Team needs—jump in where needed, especially if the register is backed up.

Taste of Belleville

Why it matters:

Taste of Belleville is more than a product display—it’s a sensory experience. This area invites guests to engage with our gourmet foods and kitchen essentials in a fun, flavorful way. A great tasting not only elevates the guest experience, it also drives discovery and sales across the store.

Do:

  1. Take full ownership of the tasting station—from setup to clean-up. This includes:
    1. Arriving early enough to prep before the tasting window begins.
    2. Serving with warmth, hospitality, and cleanliness in mind.
    3. Tidying and resetting the space throughout your shift.
  2. Familiarize yourself with the tasting products:
    1. Know the product name, flavor profile, available variations, and pricing.
    2. Be ready to answer questions or make pairing suggestions.
  3. Be well-versed in the full Taste of Belleville collection, including:
    1. Pantry goods, sauces, spreads, spices, bar essentials, and giftable kitchen items.
  4. Engage guests as they sample:
    1. Offer context—tell them what they’re trying and where they can find it.
    2. Encourage purchases without being pushy—“This is part of our Taste of Belleville collection, just over here…”

Don’t:

  1. Leave the station unattended unless coverage has been arranged via walkie.
  2. Serve without knowing what you’re offering—product knowledge is part of the experience.
  3. Let messes linger—clean spills or crumbs promptly.

Look out for:

  1. Low stock or messy sample supplies—refill, restock, and refresh as needed.
  2. Guests who ask general questions about Belleville Market—since this is a central location, be ready with helpful info.
  3. Opportunities to guide guests to other departments or promotions.

PARC Guide

Why it matters:

PARC is a cornerstone of Belleville Market’s reimagined department store experience. It’s a beautifully curated space that features a mix of Belleville’s signature departments and select independent merchants. Guests come here to explore, discover, and be inspired—so your presence matters.

PARC includes:

  1. Belleville Barks (our pet department)
  2. Women’s Apparel
  3. Belleville Baby & Kids
  4. The Salon (our rotating pop-up space)
  5. The Gift Shop & Gift Box Station
  6. A selection of independent merchant displays

Do:

  1. Greet every guest who enters PARC for the first time—set the tone with a warm welcome.
  2. Regularly roam the area to straighten shelves, fluff displays, and ensure each section is merchandised beautifully.
  3. Monitor and maintain the fitting room—ensure it’s clean, organized, and ready for use.
  4. Keep the area clean—sweep or spot-tidy as needed throughout your shift.
  5. Stay knowledgeable about what’s featured in the Salon pop-up, gift boxes, and rotating displays.
  6. Be present and available to answer questions, suggest items, and offer guidance across all departments in PARC.

Don’t:

  1. Stay stationary—this is a highly visual, high-touch area that requires regular movement.
  2. Leave the space unattended without letting the team know via walkie.
  3. Ignore sections just because they’re not “busy”—visual upkeep is ongoing.

Look out for:

  1. Guests who may need fitting room access or help with sizing or gifting.
  2. Disheveled displays, low stock, or signage that needs straightening.
  3. Opportunities to connect guests with other areas of the store (i.e., directing from PARC to LOFT or Taste).

LOFT Guide

Why it matters:

Located upstairs at Belleville Market, LOFT offers guests a quieter, more curated discovery experience. It’s where they can explore everything from refined men’s goods to vintage treasures and one-of-a-kind handmade items. It extends the story of Belleville in a more intimate, boutique-like setting.

LOFT includes:

  1. The Atelier, our Men's Shop curated by Belleville
  2. Vintage merchants
  3. Travel & History gifts
  4. A rotating collection of independent makers and handmade goods

Do:

  1. Welcome every guest as they come upstairs—your greeting sets the tone for their LOFT experience.
  2. Be familiar with and able to speak confidently about The Atelier (our Men’s collection), including product details, restocks, and new arrivals.
  3. Know the general layout and offering of the vintage, travel, and handmade sections, even if not curated by Belleville.
  4. Regularly walk the space to tidy shelves, straighten displays, and check for restock needs.
  5. Keep the area clean—dust surfaces, sweep as needed, and ensure signage and merchandising remain polished.
  6. Answer questions, make suggestions, and offer assistance proactively.
  7. If a fitting room is added upstairs, Guest Services will be responsible for monitoring and maintaining it, just as in PARC.

Don't:

  1. Stay hidden behind fixtures or in corners—be present and visible.
  2. Focus only on The Atelier—this is a multi-department space, and all guests deserve the same attention.
  3. Leave the area without communicating via walkie if coverage is needed elsewhere.

​Look out for:

  1. Guests who appear unsure—guide them through the space or recommend hidden gems.
  2. Messy or disorganized displays—reset and refresh frequently.
  3. Opportunities to direct guests back downstairs to other departments or events happening in the Market.

Combined Coverage: PARC + LOFT

When a Guest Services associate is assigned to both PARC and LOFT, they are expected to float between the two areas with intentionality and awareness.

These two zones are closely connected in concept but located on separate floors, so managing your time and presence in each space is key to maintaining an excellent guest experience.

Your Responsibilities:

  1. Greet guests entering both areas and offer assistance as needed.
  2. Regularly check in on each space to ensure displays are tidy, fitting rooms (if in use) are monitored, and no section feels neglected.
  3. Have working product knowledge of The Atelier (in LOFT) and the Belleville departments within PARC (Belleville Barks, Baby & Kids, Gift Boxes, etc.).
  4. Use your walkie to stay in touch with the team—especially when stepping away from either area to support another team member or task.
  5. If one area becomes especially busy (e.g., during a tasting event or pop-up activation), prioritize guest engagement while looping back frequently to the other.

Tips for Managing Dual Coverage:

  1. Start your shift with a full walkthrough of both spaces to check presentation and stock.
  2. Create a visual routine: spend a few minutes in one area, then loop to the next.
  3. Communicate with the MOD if either space becomes too busy to cover alone.

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