Retail Supervisor

Found in: Lensa US P 2 C2 - 6 days ago

San Antonio, United States LEGOLAND Discovery Centre Full time

Roles & Responsibilities:

Qualifications & Experience:

Essential Job Functions:

Be the best-in-class on-the-floor example of excellence in assigned commercial areas of the attraction.

Lead (by example) the Retail Team to consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.

Support the delivery initial and ongoing training of Retail Team as required for safe, efficient, and effective operation of assigned commercial areas.

Work with Retail Manager to implement labor budgets/schedules for various day-types and seasonal needs.

Support the Retail Manager with Merchandising and Inventory Control programs for the attraction.

Lead (by example) the Retail Team to be Guest-Obsessed, positive, proactive, and FUN at all times. Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the Retail Team.

Support delivery of specified revenue metrics for any commercial areas operated by the Retail Team.

Trained, willing, and able to serve as Duty Manager. Trained, willing, and able to perform all roles in assigned areas of the attraction.

Supports Retail Manager with the ordering and merchandising of retail areas, which may involve evening and night shifts.

Constantly on the floor providing mentorship, motivation, and feedback to the Retail Team. Supports recruiting, hiring, onboarding, and ongoing training for Retail Team.

Reports key metrics, inventory levels, KPIs, dwell time and other metrics for the Retail Team.

Manages performance and growth of Retail Team through Personal Development Plans, Appraisals, and Training.

Handles operational challenges as they occur. LOVE YOUR WORK. Work your magic. Created: December 2023

Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.

Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are maintained.

Manages all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.

Manages delivery of staff incentive opportunities to increase performance and promote teamwork.

Ensures proper coverage and staff utilization for assigned areas at all times.

Coaches and manages Retail Team to provide best-in-class guest experience and maximize profit in all assigned areas.

Manages, and maintains records of, Retail Team performance improvement plans.

Actively and consistently leads by example and serves as aspirational role model at all times.

Clearly and effectively communicates existing and new policies, procedures, and information with Retail Team.

Takes an active role, along with attraction SLT, in leading daily/shift team briefings.

Ensures that team members are trained and empowered to deliver outstanding customer service - including guest recovery as needed.

Welcomes and rewards ideation and innovative suggestions from Retail Team.

Demonstrates Merlin Values at every opportunity and requires Retail Team to do the same. Maintains oversight and control of all assigned areas, quickly investigating errors, complaints, and incidents. Logs all incidents (as required) in MIDAS system.

Never walks by trash, dirt, filth, or disrepair in front-of-house or back-of-house areas without addressing immediately.

Completes required tasks in Futura Inventory Management system on time to support inventory accuracy and AP compliance.

Follows all SOPs for stock take, and inventory replenishment.

** Other duties as assigned. Health & Safety: Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. They must ensure that they follow safe working procedures for all work activities that they undertake, and they must refrain from using any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate. Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). They must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Education and Experience: High school or GED required. College degree preferred. At least 2 years of supervisory experience in a retail environment, visitor attraction or retail outlet. The ability to maintain the highest level of service in high-pressure situations in a busy environment while dealing with guests in an efficient, professional manner. Good people management and communication skills are essential to successfully manage the Admissions Team, coupled with the ability to motivate and be an inspirational role model. Excellent sales skills are a must while paying great attention to detail and experience of using computerized till systems is also needed. Ability to work on multiple projects simultaneously and multi-task as necessary.

Benefits:

The Benefits:

We're growing fast, and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects. If you're already fantastic and want to become even better, our magic can help here.

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