Supervisor, Retail - Non Exempt - Rock Shop

About the role

As a Retail Supervisor at Hard Rock Casino Tejon, you will be the ultimate guide through guests’ shopping experiences, blending roles as tour guide, communicator, entertainer, memorabilia curator, and musician to create a unique Hard Rock merchandise experience.

Responsibilities

• Create an atmosphere that encourages guests to choose Hard Rock Casino Tejon for gaming entertainment; actively build and retain guest relations and mentor team members to deliver superior guest service.
• Provide verbal recognition, direction, and support to team members; monitor and coach performance, compliance with procedures, and workload.
• Listen to feedback from customers, team members, and managers to identify strengths and opportunities for improvement.
• Communicate procedures and updates to team members and managers; evaluate work procedures, review standards, and identify methods to increase efficiency.
• Train and empower team members to exercise good judgment in service, food quality, and customer satisfaction per company training standards; ensure adherence to safety, sanitation, and security procedures.
• Create and modify weekly work schedules to accommodate team members, volume, and emerging trends; inform management of underperforming team members.
• Greet team members at shift start, prepare The Rock Shop for opening, and ensure the store is ready to open according to standards.
• Update and maintain the Rockin’ Retail class for FOH staff; schedule breaks and zone assignments during shifts.
• Open and close the retail store (with another manager in the building); complete Opening and/or Closing Checklists.
• Balance staffing levels and labor costs to meet goals; monitor and control labor using established methods.
• Evaluate equipment condition, perform routine maintenance and minor repairs, and fix minor issues (e.g., light bulbs) or request maintenance assistance.
• Inspect product levels and storage areas to ensure adequate stock and proper storage.
• Drive business growth by promoting new programs, participating in local events, and designing visual merchandise displays to increase foot traffic and sales.
• Observe team members during stocking, sales, and checkout to ensure policy adherence and positive guest experiences.
• Conduct retail inventory and product pull lists to restock back areas; verify RSA banks and deposits before manager validation and safe entry.
• Post All-Access and team member financial reports and sales performance information; monitor team behavior and retail count balances.
• Review invoices for accuracy, supervise deliveries by counting and checking product quality, and ensure billing and delivery meet standards.
• Attend and participate in meetings, completing follow-up tasks as assigned.
• Perform regular cleaning and sanitizing of work and public spaces.
• Perform other duties as assigned.

Requirements

• High School Diploma plus four years of dining experience, including at least two years in Food and Beverage supervisory roles; or a Bachelor’s degree in Restaurant Management or a related field.
• Must obtain and maintain valid licenses/certifications per Federal, State, and ERGC Gaming regulations.
• Must successfully pass a background check.
• Must be at least twenty-one (21) years of age.
• Must be able to work holidays, weekends, flexible shifts, and unusual hours.

Skills

• Basic mathematical skills.
• Excellent customer service skills.
• Proficiency in Microsoft Word and Microsoft Excel.
• Ability to work varying shifts and adapt to changing schedules.
• Effective communication with all levels of team members and guests.
• Ability to remain calm in hectic, fast-paced environments.
• Enthusiastic, outgoing personality with a professional appearance.
• Ability to restock materials and retrieve dropped items.
• Cash handling experience, including operating a cash register, distinguishing denominations, and making correct change.
• Operation of equipment such as cash register systems, credit card machines, and calculators.

Benefits

We offer a comprehensive benefits package designed to support your health, well-being, and future planning, including family coverage. Benefits vary by employment status. For a full list of Team Member Benefits, visit https://www.gotoworkhappy.com/benefits.