Guest Relations Representative

Guest Relations Representative - Job Description

The Guest Relations Representative (GRR) greets, verifies , and permits entry of customers to the retail dispensary sales floor while maintaining compliance. The GRR provides direction and information to customers and visitors about the company’s products, specials, services, and events. The GRR reports directly to the General Manager and works under direct supervision of Retail Leadership.

• Verify government‑issued photo IDs using a scanning device to ensure 21+ entry.
• Answer incoming phone calls, check voicemails, and monitor the company’s customer‑service email account.
• Engage customers at the entrance, providing information about 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; report suspicious activity to the manager on duty on the same day.
• Communicate with LRP personnel via walkie‑talkie to manage customer traffic flow, minimize wait times, and maximize sales and satisfaction.
• Direct visitors or vendors to the appropriate entrance; ensure they sign in the logbook, wear a visible guest badge, and always accompany LRP personnel.
• Direct solicitors or unplanned visitors to contact the company’s general customer‑service email or provide career information.
• Maintain confidentiality of all LRP employees at all times.
• Maintain organization and cleanliness of the GR area, including the GR bathroom.
• Monitor surveillance cameras to aid in maintaining traffic flow.
• Receive incoming package deliveries at the front door and communicate the appropriate walkie‑talkie code to Retail Leadership.
• Report customer requests and complaints to Retail Leadership promptly.
• Maintain awareness of customer input and suggest improvements to Retail Leadership.
• Contribute to the development of new concepts, policies, and procedures as needed.
• Maintain knowledge of all LRP products and services.
• Maintain an industry‑wide knowledge of products and strains in Massachusetts.
• Stay continually alert to ensure the highest safety standards for customers, employees, products, and the facility.
• Maintain accurate and up‑to‑date knowledge of state and local laws pertaining to adult‑use marijuana and its dispensing.
• Follow established LRP policies and procedures at all times.
• Perform 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 another seed‑to‑sale POS system 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 maintain presence at workstation with minimal breaks.
• Must perform repetitive motions and use hands throughout the shift.
• Job may require sitting or standing for extended periods, stooping, bending, or crouching.
• Must lift, carry, and balance up to 15 pounds.

• Administrative knowledge of tasks.
• Computer software knowledge of Windows OS, basic navigation, and Office 365 applications.
• Understanding of state and local cannabis laws and their application to Lazy River Products.

• Superior customer service skills, including telephone etiquette.
• Excellent organizational, attention to detail, and analytical skills.
• Strong written and verbal communication skills.
• Ability to multitask and adjust to shifting priorities in a fast‑paced environment.
• Commitment to learning and continuous development.
• Active listening and service orientation.
• Critical thinking and complex problem solving.
• Time management and monitoring performance of self and others.

• Ability to learn new computer software.
• Ability to educate consumers and connect with customers.
• Fluent in English, both verbal and written.
• Ability to adapt to software updates and procedures.

• Must be 21…