Retail Supervisor

Responsive recruiter Do you love animals and working with people? Join the fun, caring, friendly, and energetic team at the Santa Barbara Zoo in our mission of preservation, conservation, and enhancement of the natural world and its living treasures through education, research, and recreation!

This is a regular, full time, non exempt position
Compensation: $26.20 - $27.30 DOE Schedule/Time Commitment: 5 days a week / 7:30 am -7:30 pm / Monday – Sunday
SUMMARY: Under the general direction of the Director of Retail Operations, the Retail Supervisor is responsible for the overall sales, guest experience, and visual merchandising for all Retail locations throughout the Zoo. The Retail Supervisor supervises and motivates the Retail Leads and Retail Ambassadors, providing inspiration to drive sales and exceed guest experience expectations through coaching, providing effective feedback, and recognizing and rewarding accomplishments. The Retail Supervisor promotes a fun and positive work environment that fosters open communication, encourages teamwork, and inspires an excellent guest experience.   

ESSENTIAL DUTIES include the following:

Daily Operations

• Manages day-to-day operations at all Zoo retail outlets at the main gift store, the fudge store, the Train Store, and any pop-up retail opportunities at special Zoo events.
• Acts as the floor supervisor, taking responsibility for all retail store operations, working collaboratively with the Retail Department’s leads and front-line staff, delegating work whenever possible, and filling in for staff as needed.
• Manages visual merchandising standards set out by DRO to ensure a ‘grand opening’ look and feel to our guests every day and throughout the day.
• Working with DRO, analyzes staffing needs and prepares staff schedule online in WhenToWork.
• Communicates with the entire team via email, text, through WhenToWork, as well as printing out important information and posting it in the stock room.
• Plans the Daily Schedule in Google Docs for the main store and the train store and prints a copy every morning to go out on the floor.
• Provides staff training on specific roles and positions.
• Is knowledgeable and proficient in the Zoo’s point-of-sale (POS) system in order to accurately and efficiently process guests’ transactions in compliance with Zoo policies; Ensures accurate processing of sales, rentals, returns, gift certificates, special orders, memberships, etc., and is able to troubleshoot basic issues
• Utilizes Zoo’s business reporting tools and analyzes data to drive stores’ sales to meet or exceed budget goals.
• Manages the rental of strollers, wagons, wheelchairs, etc., assuring cleanliness, maintenance, and safety.  Checks for online ECV reservations every morning.
• Recommends the purchases of supplies and equipment and routinely ensures their proper maintenance.
• Working with the Retail Stock Coordinator, ensures all inventory is properly price-tagged and stocked for sale
• Working with the Director of Retail, runs and analyzes sales and inventory history reports, suggests inventory to be reordered, and helps with purchase writing when needed.
• Works with Marketing, Advancement, and Guest Services to assist with Special and Private Events.
• Other duties as assigned by the Director of Retail Operations 

Guest Relations

• Models greeting every guest with a smile within 10 feet and verbally within 5 feet
• Exhibits an outgoing, positive, enthusiastic, “can-do/guest-first” approach with all guests, as well as co-workers
• Models and ensures a high-quality guest experience across all Zoo operations related to Retail and collaborates with other departments in creating and maintaining the “Guest Experience”
• Inspires guests as well as staff about our unique product offerings through product knowledge, stories, and demos
• Trains front-line staff in customer service and conflict resolution.  Collaborates with other departments in creating and maintaining the “Guest Experience”
• Handles visitor complaints, problems, inquiries, and accident reports according to Zoo guest relations procedures
• Resolves guest experience-related issues using good business judgment and elevating, as needed, to the Director of Retail Operations
• Makes guest recovery efforts, with the assistance of the Director of Retail Operations, when necessary
• Thanks guests for supporting the Zoo with their purchase and visit

Staff Management and Development

• Ensures all employees are familiar with and understand our Mission, Core Values, and Hedgehog
• Practices and exemplifi