Team Leader-Retail - LEGOLAND Parks

Scope of Job:          

With a primary focus on staff and guest obsession, the Team Leader plays a crucial role in making this the best place to work in the world. The Team Leader position is a guest-facing, frontline role with elevated responsibilities that supports the frontline Guest Experience Host in their assigned department. To maintain excellent guest satisfaction results and to promote a positive work environment, the Team Leader is present in guest-facing areas and assists with delivering memorable experiences with guests and empowering fellow frontline Model Citizens to do the same. The Team Leader acts as a constant resource of department knowledge with administrative responsibilities for the Model Citizens in their assigned department.

Main Responsibilities:

• The Team Leader is responsible for assisting the Store Supervisor in achieving established sales goals, labor metrics, and stock budgets of assigned locations. They are also responsible for efficiently using store and company supplies.
• The team leader is responsible for ordering perishable items from the warehouse and notifying the supervisors and retail allocator of any inventory needs.
• Takes active part in the assigned retail cycle counts and retail inventories.
• Develop a comprehensive understanding of Retail products and services. Staying updated on new product releases, and updates shared by the purchasing team.
• Takes part in the Duty Manager program rotationally to ensure optimum department performance through guest satisfaction, store presentation, and reporting of any maintenance matters.
• A Team Leader assists in opening and closing routines, ensuring that their assigned area opens properly and as scheduled. Conducts pre-shift meetings for all Model Citizens to communicate pertinent information and communicate daily goals for their assigned location.
• Ensures that proper staffing levels are maintained for the day’s operations and that Model Citizens rotate through assigned locations and are given breaks as required and coordinate with the CPT/ROC as needed.
• Is responsible for notating and reporting the occurrences of the workday to their leadership team. Remains in communication with area leadership to address issues in a timely and effective manner.
• Acts as a knowledgeable resource and role model in their area for all guest engagement practices.
• Participates in on-the-job training and staff performance and development, including in-the-moment coaching and issuing of corrective actions up to a Verbal Warning to Model Citizens. A Team Leader is assigned a percentage of the team as direct reports in these matters.
• Assists in the interviewing and hiring process for new frontline Model Citizens.
• Ensures that all sanitation and safety procedures are implemented and maintained. Responsible for escalating potential safety hazards to the appropriate individuals, including LEGObase, Maintenance, and the department leadership.
• Responsible for continuing own growth through utilization of career development programs through collaboration with department leadership.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained.  Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Education:

• A high school diploma or general education degree (or equivalent education and experience) is preferred.

Other Job Requirements:

• Must be willing to work flexible hours, including evenings, weekends, and holidays to support resort operations.
• Twelve months experience in a customer-service/hospitality role preferred.
• Theme Park experience in a child-oriented setting is a plus. 
• Effective organizational and problem-solving skills with the ability to make quick decisions required.
• Ability to work as part of a team and to develop others within the team structure required.