Retail Assistant

JOB TITLE:

Retail Assistant

DEPARTMENT:
Guest Services

REPORTS TO:

Gift Store & Purchasing Manager

SALARY TYPE:
Part Time, 30 hours/week, 401k eligible

TIMING:
Schedule includes weekends, some holidays, and occasional evenings for special events. Trade shows, remote meetings, and competitor evaluations as needed.

The Retail Assistant supports the Guest Services and Retail operations at Great Lakes Aquarium by assisting in the daily supervision of the store, ensuring exceptional guest experiences, and maintaining smooth front-end and gift store operations. This position acts as a bridge between the Guest Service Team Leads and the Gift Store & Purchasing Manager, providing day-to-day operational leadership, supporting merchandising and inventory tasks, and helping to train, coach, and motivate team members.

The Retail Assistant is responsible for assisting with staffing, scheduling, performance support for Guest Service employees, maintaining accurate cash handling and reporting, and ensuring the Aquarium’s retail spaces and admissions areas reflect the organization’s mission and brand standards.

• Assist in overseeing front-end and gift store operations to ensure smooth and efficient daily function.
• Provide direct support to Guest Service Team Leads and staff, help with maintaining a consistent presence on the floor.
• Assist with cash handling procedures including daily reconciliations, deposits, and register troubleshooting.
• Serve as a point of contact for guest questions, comments, and concerns, resolving issues professionally and efficiently.
• Monitor guest flow, admissions efficiency, and store traffic to optimize service levels and staffing.
• Support the sales of memberships, tickets, and retail merchandise, ensuring staff are confident and informed in all transactions.
• Ensure policies and procedures are upheld in all guest-facing areas, including safety and security protocols.
• Assist with planning, executing and running online store.

• Assist in maintaining accurate inventory records, merchandise tagging, and restocking.
• Support visual merchandising standards and store layout execution as directed by the Gift Store & Purchasing Manager.
• Track product sales and assist with identifying bestsellers, slow-moving items, and guest purchasing trends.
• Contribute to creative display ideas and seasonal presentation updates.
• Support online gift store operations as directed.

• Know how to pull, read and utilize reports, sales tracking, and daily operational updates.
• Participate in department meetings and provide input on process improvements and guest service initiatives.
• Assist with coordination of special events, membership promotions, and annual fundraising activities as needed.
• Serve as back up to Manager on Duty (MOD), understand role & know resources.
• Other duties as assigned.

• Assist with training new team members in both admissions and retail.
• Provide positive and supporting coaching and feedback to Guest Service staff and Team Leads to support high performance and engagement.
• Help with team schedules and shift coverage in coordination with the Guest Services management.
• Support employee recognition, morale, and consistent communication between departments.
• Act as a resource for Team Leads and Guest Services team when management is not present.

• Strong leadership and communication skills with the ability to motivate staff.
• Excellent customer service and conflict resolution abilities.
• Working knowledge of point-of-sale systems, cash handling, and inventory procedures.
• Proficient in Microsoft Office Suite; familiarity with Square POS preferred.
• Organized and able to balance multiple priorities in a fast-paced, public environment.
• Ability to work collaboratively across departments and with diverse teams.

• Minimum of 2 years of experience in retail or guest service, including some supervisory or lead responsibilities required.
• Associate or bachelor’s degree in progress preferred, or equivalent experience in hospitality,…