Guest Experience and Retail Supervisor

3 weeks ago

Hastings, United Kingdom Discover Hastings Full time

**Guest Experience & Retail Supervisor**

**Contract**:Permanent, Full Time

**Hours of work**:Any 5 out of 7 days, 40 hours per week

**Salary**:£20,384 per annum + excellent benefits

**About the Role**

This is an exciting opportunity for an enthusiastic Guest Experience & Retail Supervisor with a passion for exceeding visitor expectations to join our Management team at Discover Hastings. You will lead by example and ensure all Guest Experience team members feel valued and supported whilst also enhancing the visitor experience.

**Responsibilities**

Key Operational Components
- To be approachable, friendly, knowledgeable, and engaging when dealing with customers and ensure the team follow your lead to deliver a positive memorable experience.
- To drive and manage commercial performance of the retail operation by increasing turnover and maximising profitability.
- To display and merchandise products to in the most appealing manner to maximise sales opportunities through upselling and seasonal promotions.
- To ensure all records, documentation and requested reports are delivered on time, are up to date and completed as per company procedures and requirements.

**Retail & Stock Reporting**

1. To lead on the retail/Gift Shop offering and operation across all Discover Hastings sites, ensuring all stock, signage and merchandising are delivered to the highest of standards.

2. To deliver on commercial targets, inclusive of revenue income, cost of sales, wastage and staffing costs.

3. To analyse sales figures to inform merchandising decisions and forecast future sales to plan stock levels to maximise profits.

4. To optimise the sales volume and profitability of products through effective merchandising.

5. To monitor and control stock quantities and waste.

6. To actively seek feedback from Aspro UK central retail team on all aspects of retail operation and deliver best practice techniques.

7. To manage the storerooms efficiently, monitoring and controlling stock levels, records, rotation and supply/delivery.

8. To manage the purchasing of retail stock and supplies, reacting to change in demand and logistics.

9. Utilising software to raise purchase orders, record deliveries and stock movements to ensure all stock is secure and accounted for on our systems.

10. Manage and reconcile quarterly retail stock takes, inclusive of discrepancy investigation and resolution. To also assist with monthly catering stock takes.

11. To complete various financial reports to specific monthly and weekly deadlines, inclusive of departmental performance reviews.

**General Management**

1. To line manage and motivate Guest Experience staff in accordance with company policies and procedures.

2. To forward plan rotas effectively to reflect business patterns, whilst controlling wage costs.

3. Taking accountability for overall department’s (Retail) performance and achieving set targets and goals.

4. To fulfil the role of Duty Manager as required, including site security, catering performance and cashier duties.

5. To ensure the sites are equipped with satisfactory cash change and safe floats are maintained and recorded daily.

6. To ensure end-of-day closing checks are completed and outlined with a continually updated procedure.

7. To provide leadership by communicating well, maintaining good business relationships and representing the overall business in a positive light.

8. To ensure new staff are welcomed, inducted and trained in their role to the highest of standards, whilst supporting ongoing training and development of Guest Experience staff.

9. To be a key holder and provide cover for environmental and intruder alarm call outs.

10. To be responsible for personal development, continually seeking to develop own skills and contribute to the success of the overall business.

11. From time to time the company or General Manager may make reasonable requests for you to undertake duties not necessarily covered in the above.

**About You**
- A previous supervisory/managerial role is essential and experience within the leisure and tourism industry would be beneficial.
- You will have excellent communication and organisational skills, excel in all areas of customer service, enjoy challenging situations and able to create a positive and innovative working atmosphere.
- Retail and customer service experience would be an advantage, as a main focus of this role is to generate increased sales in our retail outlets (one at Hastings Aquarium and the other at Smugglers Adventure) as well as to enhance the visitors experience and increase visitor numbers.
- Good IT skills are also essential in this role including a good working knowledge of Microsoft Word, Excel and Outlook.

**About Discover Hastings**

Join the team at Discover Hastings, where we operate three of Hastings most popular attractions.
- Smugglers Adventure - deep in the heart of Hastings West Hill: Smugglers adventure features acres of caverns that conceal the thri

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