Retail Supervisor

Key Responsibilities 

• Deliver excellent customer service by ensuring visitors receive prompt assistance and quality goods, snacks, and merchandise during their visit.
• Handle customer inquiries and complaints about products and services professionally, ensuring quick resolution and maintaining a positive guest experience.
• Plan and prepare work schedules, allocating staff to retail, check-in, events, and merchandise areas as required.
• Assist with recruitment, training, evaluation, and performance management of retail staff, contributing to promotions or disciplinary action where necessary.
• Guide team members through complex or busy sales transactions, including handling group bookings, party/event sales, and package upgrades.
• Inspect returned or faulty items (e.g., merchandise or snacks) and decide on refunds, replacements, or exchanges.
• Oversee inventory control, monitor sales levels, conduct stocktakes, and place timely orders for merchandise and refreshments.
• Maintain accurate pricing and attractive displays, ensuring goods are clearly labelled and presented in line with Gravity’s branding.
• Enforce safety and security protocols, ensuring compliance with health and safety standards, retail area cleanliness, cash handling security, and overall customer safety within the centre.

Skills, Qualifications & Experience

• Certificate II or III and experience 1-3 year of retail supervisory or similar role experience
• Strong customer service orientation; experience serving tourists or guests is a plus
• Good knowledge of inventory control, merchandising principles, and stock management
• Strong communication skills; ability to lead, motivate and train staff