Guest Experience Lead - Retail & Merchandise

Our team members are the key to our company's success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our full list of Team Member Benefits please visit our career site:

Job Description

The Retail Supervisor is the ultimate guide through the guests' shopping experience. Hard Rock merchandise is a unique part of our business, which requires a special person to create the experience. As an Retail Supervisor you will be assuming the role of tour guide, communicator, entertainer, memorabilia curator and musician (at heart).

Basic functions

• Greeting guests
• Answering questions - accurately and politely
• Answering the phone
• Making proficient sales transactions - using a point-of-sale system
• Handling cash and other forms of payment
• Maintaining proper cash drawer balances
• Directing guests to areas/restrooms
• Demonstrating impeccable product knowledge
• Determining guests' needs - by actively engaging them in 1-on-1 conversations and informing guests of product features & benefits
• Suggestive selling - using proven techniques (i.e., related items, higher-quality items, transitional phrases)
• Maintaining a clean and organized store
• Maintaining proper product stock levels - through retail pulls & inventories
• Displaying Retail product - through HRC's visual display standards
• Performing opening, closing & side duties - cleaning glass, polishing brass, sweeping & vacuuming the floor, folding product, etc
• Assuring the complete satisfaction of each and every guest
• Creating memorable experiences
• Entertaining guests to create 'Raving Fans'

Job Requirements include

• Performing duties which require bending, reaching, lifting and standing for long period of time.
• Maintaining a well-groomed appearance ('having a plan')
• Following all uniform guidelines
• Practicing all safety & sanitation standards
• Recycling products, where possible
• Remaining calm in a hectic, fast-paced atmosphere
• Demonstrating a high level of organization, attention-to-detail and a sense-of-urgency
• Displaying a positive and outwardly friendly attitude toward guests
• Maintaining HRC's 5 core Values and Mission Statement