Harrah’s Cherokee Casino Resort Position Description

POSITION TITLE:                          Supervisor, Retail 

DEPARTMENT:                                Retail (The Cherokee Tower, Gilded Basket, Cherokee Outdoors, Rivershops Home, Studio, Tower)

GRADE/FLSA STATUS:                S15—Exempt

BADGE TYPE/COLOR:                 Key--Blue

REPORTS TO:                                  Manager, Retail/Buyer

SUPERVISES:                                    Sales Associate, DR Retail Ambassador

JOB SUMMARY:

Responsible for the customer service standards and supervision of the retail operations on a given shift.

JOB ESSENTIAL DUTIES AND 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• Complete required marked out of stock for aged goods, damaged, or out of date  thru the POS system Use proper  POS procedures for transaction processing, including but not limited to cash, credit cards, comps, coupons, discounts, Quick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 mai