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• Complete required marked out of stock for aged goods, damaged, or out of date  thru the POS system Use proper  POS procedures for transaction processing, including but not limited to cash, credit cards, comps, coupons, discounts, Quick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

MIMIMUM QUALIFICATIONS:

• High school diploma or GED required

• One year retail sales experience required

1. One year supervisory experience  required

• Must demonstrate the following essential knowledge and skills:

• 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

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to maneuver to all areas of the casino

• Must be able to lift up to 25 pounds and carry up to 10 pounds

• Must be able to stoop, bend, reach, kneel, twist and grip items while working at assigned desk area

• Must have the manual dexterity and coordination to operate office equipment, including a calculator, computer, fax machine and photo copier

• Must be able to work at a fast pace and in stressful situations

• Must be able to read, write, speak and  understand English

• Must be able to be on feet for 8 hour shift

• Must able to respond to visual and aural cues

• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke

• Must be able to work a flexible schedule including weekends,  evenings and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.  Harrah’s Cherokee Casino Resort reserves the right to make changes in the above job description whenever necessary.       8.28.23