Shift Lead, Retail - HRC Hollywood Family Dining

Hard Rock Hotel & Casino Ottawa•Hollywood, FL

About The Position

The Retail Supervisor assists Retail Managers with day-to-day Rock Shop operations, ensuring guest satisfaction, supporting business growth, and following applicable standards and legal obligations. The position is based in a Cafe and reports directly to the Retail Manager. The role supports and coaches retail employees, prepares the team and shop for each shift, and coordinates schedules, breaks, and zone assignments. It also oversees store opening and closing, product and inventory processes, merchandise displays, deliveries, cash procedures, and employee sales performance. The Shift Lead contributes to financial growth by driving sales, managing expenses, supporting staff training and retention, and identifying ways to improve profitability. The position requires supervisory experience, knowledge of inventory and P&L, key-holder experience, strong leadership and communication skills, and the ability to work a flexible schedule. Physical demands include extended periods of standing and walking, repetitive arm and hand movements, occasional movement of objects up to 10 pounds, and exposure to varying temperatures, chemicals, and noise.

Requirements

3–5 years of supervisor experience.
Two years of high-volume supervisor experience.
Knowledge of inventory and P&L, and key-holder experience.
Strong leadership and interpersonal skills.
Ability to demonstrate consultative skills and work cross-functionally.
Excellent verbal and written communication skills.
Strong problem-solving and analytical skills, including the ability to diagnose issues and develop recommendations.
Ability to communicate in English through speaking, reading, and writing.
Ability to work a flexible schedule to meet business needs.
Physical ability to move throughout offices and cafes, including standing, walking, kneeling, and bending for extended periods; sit for extended periods; make repetitive arm and hand movements; express or exchange ideas verbally and perceive sound; use manual dexterity and hand-eye coordination; work with hands above the shoulders; occasionally, regularly, or frequently lift, push, pull, balance, or carry objects up to 10 pounds; and turn or twist body parts.
Ability to tolerate exposure to heat, cold, chemicals, and loud or noisy environments.
Ability to travel by automobile or airplane for long periods.

Nice To Haves

GED or high school degree preferred.
Bilingual communication preferred.

Responsibilities

Greet employees at the start of their shifts and provide recognition, direction, support, coaching, and performance feedback.
Communicate company, regional, restaurant, and retail procedures to employees and coordinate with managers on standards, efficiency, and emerging needs.
Train and empower employees to make sound guest-service decisions in accordance with company standards.
Use the daily retail R.A.P. Sheet to communicate goals and business trends, and ensure employees complete it at the end of their shifts.
Prepare retail staff for shifts through Soundcheck and ensure the Rock Shop is ready to open and operate according to standards.
Schedule employee breaks and zone assignments, and create or modify weekly work schedules based on staffing needs, business volume, and trends.
Open and close the retail store and complete opening and closing checklists.
Balance staffing levels to support cost-effective store operations.
Inspect fixtures, equipment, product levels, and storage areas; resolve minor equipment issues or request maintenance assistance as needed.
Organize merchandise displays to encourage foot traffic and sales.
Observe and evaluate employees’ stocking, guest service, and sales transactions, including use of the RSA scorecard, and address performance or policy concerns.
Assist with retail inventory preparation and conduct product pull lists to replenish stock.
Double-check RSA banks and checkout deposits before manager validation and entry into the safe.
Review retail employee S.O.A.P. reports and other sales performance information, and monitor employee conduct and retail count balances.
Supervise deliveries by validating invoices and checking product quantities and quality.
Coordinate with managers to ensure store duties are completed to standard and the store is showroom-ready for business.
Contribute to financial growth by driving sales, managing expenses, and implementing plans to increase profitability.
Assist with training and retaining store staff in sales and customer service, and develop ideas to promote programs that increase sales and profits.
Listen to customer, employee, and manager feedback to identify strengths and opportunities for improvement.
Ensure employees follow safety, sanitation, and security procedures.