Retail Supervisor

Retail Supervisor

The Retail Supervisor is responsible for front-line leadership of the daily operation within the Retail Team, ensuring the health and safety of our guests and staff. The Supervisor ensures all safe operating procedures and practices are always followed and provides feedback and follow-up. The Supervisor is also tasked with ensuring world class customer service is always delivered by the Team, whilst driving operational efficiency. The Supervisor manages the daily operation of their department, and provides example-based, shoulder-to-shoulder leadership to the front-line team. The Retail Supervisor also Duty Manager shifts on the floor of the attraction overseeing the daily operation of all departments.

Key responsibilities include :

• Be the best-in-class on-the-floor example of excellence in assigned commercial areas of the attraction.
• Lead the Retail Team to consistently deliver world-class experiences to our guests.
• 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.
• 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 recruiting, hiring, onboarding, and ongoing training for Retail Team.
• Manages performance and growth of Retail Team through Personal Development Plans, Appraisals, and Training.
• Handles operational challenges as they occur.
• 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.
• 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 a role model.
• Clearly and effectively communicates existing and new policies, procedures, and information with Retail Team.
• Takes an active role, along with attraction Leadership Team, 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 Standard Operating Procedures for stock take, and inventory replenishment.
• The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be expected within the scope and grading of the role.
• Perform other duties as assigned.

Education and experience required :

Licenses and certifications :

Travel requirements :

Health & safety :

Working conditions :

Physical demands :

Additional non-technical competencies :

Core behaviors :

Merlin people create joyful experiences that