Retail Supervisor - Sodexo Live

Position Purpose:

The Retail Supervisor is responsible for ensuring that guests receive an exceptional level of
service within Sodexo Live!'s retail merchandise outlets by supervising merchandise staff at all points of
sale and by assisting with merchandise-related needs within designated retail sales outlets. Assigned
work areas may include permanent stands or mobile stands or kiosks, typically within a sporting venue,
as well as in-venue retail stores and/or stand alone retail stores.
This individual will support Sodexo Live!'s goal to be #1 in Event Hospitality through the performance of a
variety of activities geared toward the generation of retail sales, creating a consistently positive service
experience, and creating an energized and positive work environment.
Section 3: Responsibilities, Supporting Actions, and End-Results
Major Responsibility: Support specialty retail staff in providing outstanding service to all retail sales
customers.

Supporting Actions:

• Perform duties according to Sodexo Live! procedure for opening and closing merchandise locations
at start and close of business.
• Assist in the selection and training of staff.
• Observe, model and coach staff on all sales, guest service and operational standards.
• When guests are encountered, greet them immediately upon their entry of retail locations; Display
alert posture, smile, make direct eye contact and offer a sincere verbal greeting.
• Offer assistance to guests in locating specific desired merchandise; Proactively inquire if they are in
search of a particular item.
• Be fully knowledgeable of merchandise inventory and available styles, colors, sizes and options for
each item; Assist in educating staff regarding product knowledge and serve as an information
resource for any questions they may have.
• Monitor and encourage staff's use of suggestive selling techniques by recommending specific items,
ie: "This is our best seller," or "This is my personal favorite."
• Monitor and encourage staff usage of up-selling techniques by recommending additional items that
complement items already being purchased.
• Continually observe surroundings and monitor guests in retail areas to ensure they are properly
attended to by retail staff, even when 'just browsing'; Immediately alert Security of any suspicious
activity.
• Intervene in instances of guest dissatisfaction. Work diligently to resolve issues and address their
concerns so that no guest leaves unhappy.

• Maintain positive, on-going communication with Specialty Retail Manager; Relate information
regarding guest complaints and/or feedback as well as any issues regarding inventory, equipment or
facilities; Make proactive suggestions for improving the customer experience in retail outlets.
End Results: Sodexo Live! retains an excellent reputation; Service, revenue and profit goals are
achieved.

Major Responsibility:

Ensure that policies and procedures for processing customer sales transactions
are adhered to. Ensure that work areas are maintained.

Supporting Actions:

• Train and monitor staff's utilization of operational procedures for POS system and register to
efficiently process guest purchases.
• When needed, ring up guest orders on the register, collect payment and make change when needed.
• Verify staff's register drawer balances.
• Review cash and receipts and prepare vault drops.
• Handle cash records and cash log sheets to assure accuracy.
• Ensure that retail staff follow all guidelines for collecting payment, including credit card transactions
and proper cash handling.
• Approve refunds in accordance with Sodexo Live!'s return policies.
• Ensure shelves and displays are stocked with appropriate merchandise; Re-stock from inventory
when supplies run low.
• Ensure that merchandise staff organizes and straightens merchandise displays to maximize 'eye
appeal' throughout retail area.
• Monitor to ensure surfaces are dusted or polished, that debris is picked up from floor, that garbage
bins are emptied and that other light cleaning tasks are performed to ensure neatness and tidiness of
all work areas.
• Perform other related duties, tasks and responsibilities as requested and required from time to time.

End Results:

Retail areas are neat, clean and fully stocked; Sales are maximized.

Decisions free to make and decisions that depend on positions advice:

Decisions free to make:

• Organization of on-going work activities.
• Methods for completion of day-to-day tasks.
• Actions that enhance the customer experience.

Decisions that depend on positions advice:

• Approval of any matter with a cost or expense implication.
• Actions outside of established policies and procedures.
• Actions that could involve significant organizational risk. • Actions that impact productivity.
• Actions with potential negative impact to customer experience

The Specialty Retail Supervisor will perform supervisory, sales and service duties within retail outlets
within a given business unit. Assigned work areas may vary. Receives a significant level of supervision with instructions given for routine work and detailed instructions given for new lines of work or special assignments. Has minimal latitude for independent decision making.

Job Qualifications/Skills

Required:
• High school diploma or equivalent.
• College degree, or combination of education and work experience to support on-the-job effectiveness.
• 1-2 years supervisory experience in a retail sales environment preferred.
• Demonstrated ability to understand and effectively implement written and verbal instructions.
• Strong team orientation and ability to work with a variety of departments to accomplish assigned
tasks.
• Ability to work well independently.
• Ability to work well in a high stress, fast paced environment.
• Ability to perform mathematical calculations, to include addition, subtraction, multiplication and
division.
• Must be able to speak, read, write and understand the primary language(s) used by guests who
typically visit the work location.
• Technology aptitude for working with POS and digital register.
• Strong skills for persuasive sales, with keen ability to connect easily with customers.
• Scheduling flexibility to meet operational needs. Hours may be extended or irregular to include nights, weekends and holidays.

Other Requirements:

• Must be able to stand and exert well-paced mobility for periods of up to four (4) hours in length and have the ability to bend and lift up to 50 pounds.
• Must be able to speak clearly and listen attentively to guests
  and other employees. Must be able to work in extremes of cold to heat.

Must be able to meet the following requirements with reasonable accommodation:

• The employee must regularly lift and/or move up to 50 pounds, and carry approximately 20 feet.
• Ability to physically walk approximately one-fourth (1â„4) of a mile and the circumference of the unit
several times a day.
• Specific vision abilities required by this job include close vision, color vision, depth perception, and
ability to adjust focus.
• Employee must be able to perform repetitive motions.
• Employee must have ability to apply common sense understanding to carry out detailed but
uninvolved written or oral instructions.
• Employee must be able to operate in an environment with moderate noise
• Other lifting or physical requirements as added from time to time, or as require
• Push and Pull equipment such as: merchandise racks, speed racks, flat beds, and wire carts the
distance of up to .4 miles.
• Must be able to stand for prolonged periods of time.
• While performing the duties of this job, an employee is regularly required to stand, use hands to
finger, handle, or feel, reach with hands and arms, and taste or smell.
• The employee is occasionally required to stoop, kneel, or crouch.
• Must be able to withstand moderate to high noise levels.
• Ability to multitask in an office or operations setting. • Ability to operate telephone and to talk and/or hear in a retail store location setting (noise level is
moderate).
• Ability to sit, walk, stand, bend, and twist on an intermittent or continuous basis.
• Ability to, grasp, push, pull objects such as files, file cabinet drawers, and reach and lift overhead.
• Ability to operate a desktop computer or register terminal.
• Ability to understand written information.
• Other lifting or physical requirements as added from time to time, or as required to perform the
essential functions of this job.

Required Behavioral Attributes:

• Seek to understand the internal/external customer and meet the needs of both the customer and
business
• Demonstrate the ability to apply technical, professional or product expertise Attention to Detail
• Ensure that work meets the highest standards Foster Teamwork
• Work well in a team environment Improve Continuously
• Constantly assess and adapt current practices to perform a task better, faster or more efficiently Think Creatively
• Develop innovative approaches and imaginative solutions that meet organizational needs Build Strong Relationships
• Foster trust and cooperation among coworkers, customers and suppliers
• Develop and sustain personal contact in order to provide mutual benefit Share Information
• Provide information so that coworkers, customers and suppliers understand and can take action
Drive for Results
• Work to achieve high levels of personal and organizational performance in order to meet or exceed objectives

Knowledge, Skills and Abilities:
• Demonstrate leadership skills, to include training, coaching, directing and monitoring of specialty
retail staff.
• Demonstrate responsible decision making while working independently.
• Procure, track and organize necessary materials and supplies.
• Maintain high levels of energy and enthusiasm to support effective sales and customer service.
• Perform all tasks with a high level of detail orientation and accuracy
• Anticipate, identify, communicate and seek solutions to problems.
• Contribute to a positive, productive work environment.
• Perform other related duties, projects, tasks and responsibilities as required, based on input and
direction from manager or General Manager.
Must complete established core, compliance and elective training requirements for Supervisory level staff.

All staff members must pass and maintain a 10 year federally mandated background check.