POSITION OBJECTIVE
Reporting to the Manager, Guest Experience, the Retail Services Team Lead will ensure a superior visitor experience and value proportion when visiting the Zoo, Park, and the Leaf. The Retail Services Team Lead will promote an engaging and positive work environment, while ensuring the team consistently delivers exceptional customer service and exceeds guest expectations. The Retail Services Team Lead will have an additional level of leadership to assist with delegating tasks, problem-solving, and fulfilling administrative roles. Further responsibilities include mentoring and training new employees, workplace maintenance standards, inventory control, monitoring supply levels, and product receiving/tagging and placement for all Retail Service functions. The Retail Services Team Lead will be expected to perform the duties of a Retail Services Representative as required.
KEY ACCOUNTABILITIES
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Sales & Guest Services
· Coach and train staff daily on how to provide extraordinary customer service to enhance visitor experience while providing a positive role model
· Work to achieve sales goals daily based on budgets as well as maintaining overall expenses.
· Inform guests about membership benefits and Park Programming events while ensuring staff are as knowledgeable.
· Handle visitor comments and complaints and escalate to supervisor when required
· Develop a high level of product knowledge to educate visitors (fair trade, local, Canadian made vs US, give back programs, donations, good cause) to purchase the right souvenir and enhance their visit
· Is a role model for change and encourage others
· Is open to feedback and gives positive feedback
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Store Merchandise Maintenance
· Ensure all retail locations are visually appealing and categorized for customer ease
· Assist with reorders to replenish exiting stock for all locations
· Receive, count, tag, fold and hang merchandise and instill standards for all staff
· Assist with monthly inventory counts
· Assist with annual inventory count
· Remove less than perfects and place in warehouse to be removed from inventory
· Ensure stock levels are full on sales floor and move product around to generate sales
· Ensure warehouse is organized and easy to find for resale
· Support a clean and safe environment for staff and visitors including dusting, mopping, vacuuming and ensure fixtures are placed safely in warehouse
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Administration
· Complete quick transfers by the end of each month into Counter point
· Maintain and report supplies as needed
· Ensure APC paperwork and procedures are followed
· Adjust schedule as needed
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General Duties
· Adhere and comply with all APC policies, safety regulations and safe work practices that will ensure a safe work environment.
· Maintain a professional image while working and provide extraordinary experiences to our park visitors while performing daily work activities.
· Demonstrate the ability to establish and maintain positive and inclusive relationships with co-workers, volunteers, and visitors.
· Demonstrate a commitment to the principles of equity and diversity, and proven ability to work effectively with a diverse population.
· Perform other related duties and responsibilities as required.
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