Retail Outlets Supervisor

Overview of Role

The Retail Outlets Supervisor will form part of the Retail Outlets Management team and will ensure the smooth operation of the Retail Outlets at Titanic Belfast. The role is primarily responsible for the smooth running of the customer experience within our Retail Outlets in accordance with agreed company standards, in a professional and efficient manner. The main outlets this role will supervise will be the Titanic Store and the Galley Café however there will also be responsibility to oversee The Pantry restaurant as and when required.

This is an exciting opportunity to be part of a vibrant team who get to meet guests from across the world each and every day. The successful candidate will receive a range of formal training to ensure they are equipped for their role and longer term there are development opportunities for individuals wishing to establish a career in Retail or Hospitality.

A robust benefits package includes generous incremental holiday allowances and company sick pay scheme, employee assistance programme, access to a Private GP Service and a range of benefits and discounts with partner organisations and High Street retailers.

• Supervise the Retail Outlets crew on a daily basis, ensuring they are engaged and motivated to always provide a 5* Customer Service to visitors.

• Assist the Retail Outlets Management team in ensuring 5-star standards are met throughout the outlets.

• Process transactions; including exchanges, refunds, discounts, voids etc. in line with company polices and SOPs.

• Recognise and monitor security issues.

• Drive sales, KPIs and Visitor Satisfaction results and maximise the ATV per customer.

• Set and track upselling targets and sales, and drive and motivate team to achieve these.

• Deal with customer feedback as required.

• Open the Retail Outlets, ensuring they are fully stocked, the team is briefed, and all outlets are ready for trading.

• Close the Retail Outlets ensuring all tills are cashed up, with any variances recorded in line with the company policy, ensuring the department is ready for the next day’s trading.

• Adjust rosters in cases of absence ensuring all outlets are fully operational.

• Ensure shift patterns, breaks and specific duties are allocated to all crew and that the daily brief has been communicated.

• Process and ship online orders vis retail inbox.

• Stock management across all 3 outlets to include communicating with kitchen, procurement and goods in team to ensure outlets are fully stocked at all times in line with visitor number expectations.

• Take ownership of stocktakes when necessary and ensure these are completed efficiently.

• Training and coaching of new and current crew members.

• Ensure cash drops and till reconciliations are dealt with securely and efficiently in accordance with company guidelines.

• Ensure all interactions with guests, management and crew are of the very highest professional standards and in line with vulture and standards of the organisation.

• Deal with any staff compliance issues and reporting these to the Retail Outlets Managers in a timely manner.

• Flexibility across various departments and duties to support the team and business requirements.

• Full compliance with the Titanic Belfast policies and procedures including Health and Safety, GDPR, and Food Hygiene.

• Proactive and positive approach to embracing and being compliant to organisational Health and Safety Culture.

• To undertake your duties in such a way as to enhance and protect the reputation and public profile of Titanic Belfast and TBL International.

• Minimum of 5 GCESs or equivalent at grade C or above.

• Minimum 1 years’ experience within the retail/food sector or in a similar role.

• Previous cash handling and financial compliance experience.

• Pervious stock management experience.

• Proven passion for retail/food retail and delivering 5-star customer service including communication and guest relations.

• Self-motivated with the ability to work as part of a team as well as on your own initiative.

• Adaptable, can work at pace and can respond quickly in a fast-paced environment.

• Proven ability to drive sales and multitask.

• Previous experience training team members.

• Brista trained

• Food Hygiene Training

• Customer focused

• Teamwork

• Adaptable

• Excellent organisational skills.

• Strong leadership