Supervisor, Retail-Studio

Harrah's Cherokee Casino Resort•Cherokee, NC

6d•Onsite

About The Position

Responsible for the customer service standards and supervision of the retail operations on a given shift. This role involves endorsing the business objectives, ethics, and values of Caesars Entertainment, exemplifying and coaching retail staff on service standards, and supervising gift shop operations. The position requires preparing weekly work schedules, delegating staff assignments, and coaching, training, supporting, and developing retail employees. The Supervisor ensures adherence to all procedures, maintains accuracy, security, and customer service, and handles difficult customer situations. They must be knowledgeable about all retail transactions, Harrah’s facilities, services, promotions, and events. The role also includes cross-selling, promoting Harrah’s services, completing POS transactions, promoting Caesars Rewards, creating a fun environment, maintaining staff files, adhering to visual presentation standards, stocking merchandise, completing monthly spotlights and evaluations, coordinating stock receiving, and keeping management informed of sales trends and product needs. The Supervisor is responsible for delivering exceptional customer service, engaging customers, presenting product features and benefits, overcoming objections, closing sales, and building relationships. They participate in personnel actions such as interviews, training, candidate selection, terminations, performance reviews, promotions, and transfers. Additionally, they train subordinates, enforce appearance guidelines, exhibit sound decision-making, provide continuous coaching, ensure timely work history entries, and participate as a team member in projects and committees. Additional duties may be assigned by the manager.

Requirements

High school diploma or GED required
One year retail sales experience required
One year supervisory experience required
Ability to interact with customers
Knowledge of gift shop/boutique items
Excellent written and oral communications skills
Ability to handle multiple priorities in a fast-paced environment
Attention to detail
Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
Neat, professional appearance with excellent personal hygiene
Ability to work independently
Documented teamwork behaviors and attitudes
Self-starter; must work without close supervision
Possess drive, be goal-oriented, have an entrepreneurial outlook
Enjoy connecting with customers and demonstrating an enthusiastic and positive attitude
Ability to work as a team player in a fast-paced environment, handling multiple priorities and quickly learning new procedures
Demonstrate knowledge of store products and services, and use this knowledge to inspire customers to make purchases
Ability to meet or exceed sales, customer service and loyalty program standards
Ability to communicate effectively with customers, peers and management

Responsibilities

Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
Exemplify and coach all retail staff to the service standards of Caesar’s Entertainment “Own-It” with an Upbeat Positive Attitude (UPA)
Delight our guests with outstanding service
Listen with empathy & anticipate customer needs, seeking opportunities to serve
Supervise gift shop operations on a given shift
Prepare weekly work schedules and delegates staff assignments daily
Coach, train, support and develop retail employees on all retail processes and assist in their personal development
Ensure adherence to all procedures and assist in maintaining the highest levels of accuracy, security, and customer service with daily inspections of retail clerks sales paperwork
Handle difficult customer situations within limits of authority and is charged with guest service problem resolutions
Knowledgeable of all retail transactions, including sales, returns, exchanges, and use and processing of guest reward points
Knowledgeable about all Harrah’s facilities, services, promotions, events, and keeping all staff informed and current
Cross sell and promote other Harrah’s services
Complete required marked out of stock for aged goods, damaged, or out of date thru the POS system
Use proper POS procedures for transaction processing, including but not limited to cash, credit cards, comps, coupons, discounts, Quick Rewards, Service Recovery, etc.
Count out and sign bank at the end of the shift
Promote Caesars Rewards participation
Create a fun and exciting environment
Maintain all supervised clerks personal files and records
Adhere to the Visual Presentation Standards of Harrah’s
Floor merchandise must be kept stocked and replenished
Complete monthly spotlights for all clerks supervised, providing objective evaluations and coaching, along with reviews of mystery shops of supervised retail clerks
Maintain record, submit reports and coordinate stock receiving and marking functions as assigned
Keep manager advised of merchandise selling trends, shop product needs and guest requests
Ensure merchandise and fixtures are clean and ready to be displayed
Ensure standards for quality, customer service and health and safety are met
Ensure promotions are accurate and merchandised to the company’s standards
Maintain store's cleanliness and health and safety measures
Organize and distribute staff schedules
Preside over staff meetings
Assist Sales Associate staff achieve sales targets
Responsible for delivering exceptional customer service
Engaging the customer and determining their needs
Presenting product features and benefits in a knowledgeable way
Overcoming guest objections and closing sales while building on-going relationships
Responsible for, or actively participates in, the initiation of personnel actions including but not limited to: interviews, training, candidate selection, terminations, performance reviews, promotions, transfers and disciplinary actions
Train subordinates, providing each with the knowledge, development and appropriate direction to perform his/her responsibilities
Enforce all appearance and uniform guidelines
Exhibit sound decision-making with emphasis on motivating the team and maintaining high morale
Provide continuous positive coaching for development of employees and appropriate correction action when necessary
Ensure timely and accurate work history entries
Participating member of the team by volunteering and being involved in projects, committees, and task forces
Provide input and suggestions
Proactive with incidents and issues ensuring resolution with employees
Additional duties as assigned by manager
Adhere to regulatory, departmental and company policies/procedures in an ethical manner