Guest Relations Specialist

About the role

Planet 13, a top Las Vegas dispensary, is seeking a Guest Relations Specialist to welcome on-site visitors, determine the nature of their business, and announce visitors to appropriate personnel. This role is responsible for providing exceptional customer service, managing client inquiries, and ensuring a welcoming and informative experience for all visitors. The position also involves educating customers about products, maintaining compliance with industry regulations, and fostering positive relationships to enhance customer satisfaction and loyalty.

Responsibilities

• Greet all customers in a friendly welcoming manner
• Provide accurate wait times and monitor waiting lists
• Monitor visitor access and issue passes when required
• Accurate and timely data entry of patient and/or customer profiles
• Maintain working knowledge of cannabis and retail products
• Survey guests on how they found us
• Perform other clerical duties as needed, such as filing, photocopying, and collating
• Create an exceptional customer service experience with guests
• Comply with all HR policies including confidentiality and non-disclosure
• Assist with the implementation of company policies, standard operating procedures, and performance standards
• Maintain a clean and organized work environment
• Daily compliance with company policies including but not limited to: state/local regulation compliance, security protocols, access protocols, dress code, and work schedules

Qualifications

• Must be 21 years of age or older
• NV State Agent Card required
• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
• Must complete OSHA 10 Industry Training within 6 months of hire (company paid)
• Knowledge of basic computer skills
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization
• Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's using units of American money and weight measurement, volume, and distance
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations

Competencies

• Continuous Learning – Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively
• Use of Technology – Demonstrates required skills; adapts to new technologies; uses technology to increase productivity; keeps technical skills up to date
• Problem Solving – Works well in group problem solving situations; uses reason even when dealing with emotional topics
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments
• Communications – Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods
• Cooperation – Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed
• Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information; detail-oriented
• Business Acumen – Understands business implications of decisions
• Conflict Resolution – Encourages open communications; maintains objectivity; keeps emotions under control
• Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values
• Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values
• Adaptability – Adapts to changes in the work environment; manages competing demands
• Personal Appearance – Dresses appropriately for position; keeps self well groomed
• Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time
• Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan
• Initiative – Volunteers readily; undertakes self-development activities; seeks increased responsibilities
• Judgment – Exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process
• Planning/Organizing – Prioritizes and plans work activities; uses time efficiently
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality
• Safety and Security – Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly

Physical demands

• Regularly required to sit; use hands to finger, handle, or feel; and talk or hear
• Frequently required to reach with hands and arms
• Occasionally required to stand; walk; and stoop, kneel, crouch, or crawl
• Occasionally lift and/or move up to 50 pounds
• Specific vision abilities required include close vision, distance vision, depth perception, and ability to adjust focus

Work environment

• Occasionally exposed to hot, cold, and/or humid conditions
• Noise level is usually moderate