Retail Supervisor

What you’ll bring to the team

Retail Supervisor Gateway North America Retail Retail Manager Non-Manager Non-Exempt The Retail Supervisor is responsible for front-line leadership of the daily operation within the Retail Team, ensuring the health and safety of our guests and staff. The Supervisor ensures all safe operating procedures and practices are always followed and provides feedback and follow-up. The Supervisor is also tasked with ensuring world class customer service is always delivered by the Team, whilst driving operational efficiency.

The Supervisor manages the daily operation of their department, and provides example-based, shoulder-to-shoulder leadership to the front-line team.

The Retail Supervisor also Duty Manager shifts on the floor of the attraction overseeing the daily operation of all departments.

• Be the best-in-class on-the-floor example of excellence in assigned commercial areas of the attraction.
• Lead the Retail Team to consistently deliver world‑class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
• Support the delivery of initial and ongoing training of Retail Team as required for safe, efficient, and effective operation of assigned commercial areas.
• Work with Retail Manager to implement labor budgets/schedules for various day‑types and seasonal needs.
• Support the Retail Manager with merchandising and inventory control programs for the attraction.
• Lead the Retail Team to be Guest‑Obsessed, positive, proactive, and FUN.
• Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the Retail Team.
• Support delivery of specified revenue metrics for any commercial areas operated by the Retail Team.
• Be trained, willing, and able to serve as Duty Manager.
• Be trained, willing, and able to perform all roles in assigned areas of the attraction.
• Supports Retail Manager with ordering and merchandising of retail areas, which may involve evening and night shifts.
• Constantly be on the floor providing mentorship, motivation, and feedback to the Retail Team.
• Support recruiting, hiring, onboarding, and ongoing training for Retail Team.
• Report key metrics, inventory levels, KPIs, dwell time and other metrics for the Retail Team.
• Manage performance and growth of Retail Team through Personal Development Plans, Appraisals, and Training.
• Handle operational challenges as they occur.
• Monitor the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.
• Manage and rectify guest complaints in assigned areas per practice and policy, ensuring records are maintained.
• Manage all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.
• Manage delivery of staff incentive opportunities to increase performance and promote teamwork.
• Ensure proper coverage and staff utilization for assigned areas.
• Coach and manage Retail Team to provide best‑in‑class guest experience and maximize profit in all assigned areas.
• Manage, and maintain records of, Retail Team performance improvement plans.
• Actively and consistently lead by example and serve as a role model.
• Clearly and effectively communicate existing and new policies, procedures, and information with Retail Team.
• Take an active role, along with attraction Leadership Team, in leading daily/shift team briefings.
• Ensure that team members are trained and empowered to deliver outstanding customer service — including guest recovery as needed.
• Welcome and reward ideation and innovative suggestions from Retail Team.
• Demonstrate Merlin Values at every opportunity and require Retail Team to do the same.
• Maintain oversight and control of all assigned areas, quickly investigating errors, complaints, and incidents.
• Log all incidents (as required) in MIDAS system.
• Never walk by trash, dirt, filth, or disrepair in front‑of‑house or back‑of‑house areas without addressing immediately.
• Complete required tasks in Futura Inventory Management system on time to support inventory accuracy and AP compliance.
• Follow all Standard Operating Procedures for stock take, and…