Do you have some successful experience supervising daily retail operations? Does this kind of environment excite you and are you a natural in engaging staff and guests alike? Does resolving challenges energize you? If yes, we'd like to speak with you!
Schedule: Any time between 9:00 – 6:00, 5 – 8 hours / day, must be available at least one weekend day.
Compensation: $13 per hour
Under direct supervision of Retail Associate (RA), Retail Shift Lead (RSL) assists in supervising the daily retail operations throughout the Zoo. RSL encourages, supports, and exemplifies the highest standards to ensure the professionalism of the staff, the quality of the guest experience and the continued development on the institution’s retail processes.
ESSENTIAL DUTIES include the following:
Guest Experience and Sales:
- Greets every guest within 10 feet with a warm smile, and every guest within 5 feet with a friendly “hello”.
- Engages with guests to share information, identify their needs, and make their experience a more personal one, providing a high level of customer service and satisfaction.
- Responds to all guest inquiries, comments and criticisms in a timely manner, in accordance with the guest relation’s procedures, involving RA or DRO if necessary.
- Describes merchandise and explains use, operation, and care of merchandise to guests.
- Rings up sales, cleans, straightens, restocks, etc.
- Rents of strollers, , wagons and wheelchairs, ensuring cleanliness and maintenance.
- Answers phone calls promptly and professionally.
- Thanks guests for their visit and continued support of the Zoo.
- Works alongside GES employees and provides mentoring and help as needed to ensure that each employee does their best to provide “above-and- beyond” customer service.
- Addresses and resolves guests problems and/or concerns that cannot be addressed by a GES employee.
- Coordinates with RA to prioritize projects, directing and monitoring the progress of GES employees such areas as cleaning, organizing, restocking and selling of merchandise.
- Monitors and enforces the Daily Schedule, including beginning & ending shift times and lunches & breaks.
- Promotes positive internal communication within and between departments and employees.
- Keeps abreast of current sales and promotions, policies regarding payment and exchanges, and security practices in order to pass that information onto GES employees. Watches for and recognizes security risks and thefts, and knows how to handle and prevent these situations.
- Models and enforces the Zoo’s policies and procedures as outlined in the Employee Policy Manual, including Core Values, Entrance Policies, Cash Handling and Point of Sale Procedures and Dress Code.
- Responds to emergencies quickly and follows emergency protocols. Remains calm and creates an atmosphere of calm and control for those dealing with the emergency situations. Educates GES employees about emergency procedures.
- Takes responsibility to stay informed about happenings at the Zoo, such as reading employee communications and attending meetings, in order to pass that information onto GES employees.
- Models attendance policies and shows up on time, ready to work.
- Performs opening and closing procedures including reads, refunds and signing-off on banks, balancing cash register receipts and reporting any major discrepancies, problems or violations to supervisor immediately.
- Opens and/or closes retail stores, when scheduled to do so by supervisor.
- Insures the Zoo’s presentation standards for cleanliness and maintenance are met, not only in retail stores, but Zoo-wide by picking up trash while out in the Zoo and while walking in from the parking lot.
Reporting unsafe or unsightly conditions to RA.
- Adheres to and enforces sustainable - “green” - practices whenever possible.
- Examines merchandise to ensure that it scans at the point-of- sale system and that it is correctly priced and displayed. Reports any discrepancies to supervisor.
- Directs and monitors the GES staff in restocking merchandise so that inventory is available for customers to purchase before the store opens, during the day and after the store closes.
- Takes note of the buying patterns of guests and makes recommendations for purchasing decisions and policy changes to DRO.
- Makes recommendations to RA and DRO regarding reordering of stock when inventory is low.
- Performs other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education, Experience, Skills and Knowledge:
- No minimum education required.
- Ability to monitor, assess performance of self, others and organization to make improvements and take corrective action.
- Customer service and cash handling experience preferred.
- Outgoing and friendly personality a must.
- Self-motivated and able to work without constant supervision.
- Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and guests.
- Ability to communicate in writing and orally in English and ability to follow verbal and written directions.
- Ability to perform several job duties at once; multi-task.
- Ability to perform arithmetical calculations without the use of a calculator.
- Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Ability to recognize when there is a problem.
- Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times (active listening skills).
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
- Available to work weekends and holidays.
Financial Responsibility and Authority:
- Equipment – Retail master key, assigned radio.
- Financial – Opening and closing procedures including reads, refunds and signing-off on banks.
- Supervisory – Supervises all front-line retail GES staff as directed by RA.
This position requires the handling of merchandise, supplies and materials. It will be physically demanding.
Your physical functions will include:
- Ability to physically access all areas of the Zoo.
- Ability to stand for at least two (2) continuous hours at a time.
- Ability to lift/carry 30 lbs. or push/pull 70 lbs., climb stairs or ladders, and manipulate basic tools of the job. Ability to move large quantities of merchandise with carts, dollies, hand trucks, and other moving equipment.
- Ability to bend, twist, reach, push, pull and perform repetitive motions.
- Ability to work indoors and outdoors in generally mild weather conditions.
- Ability to work in a shared work space, at times what feels like utter chaos.
- Flexibility and willingness to work week-ends, holidays and occasionally after hours.
- Computerized POS/register.
- Box knife, pricing gun, tack-it gun and general office equipment
- 2-way radio and telephone.
- Hand truck and electric cart.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Santa Barbara Zoo
Join our fun and professional team in our mission of preservation, conservation, and enhancement of the natural world and its living treasures through education, research, and recreation!
The Santa Barbara Zoo is a private 501(c)(3) nonprofit corporation, and is a fully accredited member of the Association of Zoos and Aquariums. It is known as one of the world’s most beautiful zoos, and is located on 30 acres of lush botanic gardens overlooking the Pacific Ocean, Andree Clark Bird Refuge and Santa Ynez Mountains. It is home to over 146 species with more than 500 animals exhibited in open, naturalistic habitats. Our wonderful collaborative team includes up to 220 employees and 500 volunteers.
Company Website: www.sbzoo.org
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