Guest Relations Representative

Job Description

The Guest Relations Representative (GRR) is responsible for greeting, verifying ’s, and allowing entry of customers into the retail dispensary sales floor while maintaining compliance at all times. The GRR will provide direction and information to customers and visitors about the company’s products, specials, services, and events. Guest Relation Reps work with direct supervision of Retail Leadership and report directly to the General Manager.

• Verify government‑issued photo ’s by using a scanning device to scan valid government issued photo IDs to ensure 21+ entry.
• Answer incoming phone calls, check voicemails, and monitor company’s customer service email account.
• Be the face of the company, provide information to customers as they enter about the company’s products, specials, services, and events.
• Alert retail leadership of incoming deliveries using the appropriate Walkie Talkie code.
• Maintain awareness of parking lot and main entrance activity and report any suspicious activity to the manager on duty on the same day the activity is witnessed.
• Communicate with LRP personnel via Walkie Talkie to maintain customer traffic flow, minimize wait times, and maximize sales and customer satisfaction.
• Direct visitors or vendors to the appropriate entrance (visitors or vendors must sign in the appropriate logbook, wear a visible guest badge, and be always accompanied by LRP personnel).
• Direct solicitors or unplanned communicators or visitors to contact the company’s general customer service email, or if job seeking, provide Careers business cards and/or direct to the LRP Careers page found on our website.
• Maintain the confidentiality of all LRP employees at all times.
• Maintain organization and cleanliness of GR, including the GR bathroom.
• Monitor surveillance cameras to assist with the maintenance of customer traffic flow.
• Receive incoming package deliveries that are delivered to the front door and communicate the appropriate Walkie Talkie code to Retail Leadership.
• Report customer requests to Retail Leadership when applicable, and contact customers to communicate previous requests, if applicable.
• Report customer complaints to Retail-Leadership promptly.
• Maintain awareness of customer input and suggest changes to Retail-Leadership to improve services or products.
• Contribute to the development of new concepts, policies, and procedures as necessary to perform job duties and tasks.
• Maintain knowledge of all LRP products and services.
• Maintain an in‑depth industry wide knowledge of products and strains in Massachusetts.
• Maintain a continuous state of alertness to ensure the highest safety standards for customers, fellow employees, products, and the facility.
• Maintain accurate and up‑to‑date knowledge on state and local laws pertaining to adult‑use marijuana and dispensing adult‑use marijuana.
• Follow established LRP policies and procedures at all times.
• Additional duties as assigned.

• High School Diploma, GED or equivalent required.
• College degree preferred.
• At least 2 years of proven customer service experience or related experience is required.
• Knowledge of Windows OS, basic computer navigation, and Office 365 applications such as Outlook, Word and Excel required.
• Experience with Dutchie or other Seed‑to‑Sale POS experience is a plus.
• Adult‑Use Massachusetts Retail cannabis industry experience preferred.
• Multilingual abilities to assist a diverse customer base is a plus.

• Retail store work environment.
• Must be able to work without leaving workstation excessively outside of regular break.
• Must have the ability to perform work related activities for shift duration including repetitive motions and use of hands.
• May include sitting or standing for extended periods of time, as well as stooping, bending over, and/or crouching.
• Must be able to lift, carry, and balance up to 15 pounds.

• Administrative knowledge of administrative tasks.
• Computer software knowledge:
  Windows OS, basic computer navigation, and Office 365 applications such as Outlook, Word, and Excel.
• Knowledge and understanding of state and local cannabis laws and how…