JOB DESCRIPTION. Retail and Admissions. Retail Operations Manager. Julian Green

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1 JOB DESCRIPTION JOB TITLE: Retail Assistant Operations Manager DEPARTMENT: Retail and Admissions SECTION: DIVISION: N/A Commercial RESPONSIBLE TO: Retail Operations Manager PARTICIPATING JOB HOLDER(S): Position Vacant DATE SUBMITTED : APPROVED BY: JOB HOLDER(S): HEAD OF DEPARTMENT OR DIRECTOR: Julian Green JOB DESCRIPTION REFERENCE NUMBER: GRADE ALLOCATED: JOB EVALUATION REVIEW HISTORY AND EXPLANATORY NOTES:

2 JOB DESCRIPTION / MAIN PURPOSE Retail Assistant Operations Manager A key member of the Retail and Admission Management team who on two days in any week is fully responsible for the operation in the manager s absence. To manage the team, maximise revenue, control costs and provide a very customer focused function. Responsible for the Overall Revenue Generation of 2.7m. Retail 2,500 Concessions 200 TOTAL 2.7 million JOB DESCRIPTION ANALYSIS A. KNOWLEDGE AND EXPERIENCE 1. VOCATIONAL AND TECHNICAL SKILLS Educated to GCSE level as minimum including maths and English, A level standard preferable. PC skills: EPOS: Excellent knowledge of Word, Excel & Outlook Good knowledge of Power Point Ideally good knowledge of EPOS systems and Admissions Systems, including reporting functions. Excellent written and verbal communication is crucial to this position. 2. EXPERIENCE At least 3 years managerial experience in Retail environment or a Leisure Attraction. A proven track record of increasing sales and efficiently managing complex operations. Experience of recruitment and performance management, as well as training and development. Fully competent and experienced in all cash handling processes (minimising money at risk, banking, investigating, reporting etc). 3. INTERPERSONAL SKILLS Excellent interpersonal skills at all levels on a continuous basis. Page 2 of 6

3 Daily interaction with supervisors, staff, visitors and managers. Frequent interaction with Senior Managers and Directors. VEM / EDM duties will include interpersonal skills at all levels on the scheduled duty day. Particular focus on leading and motivating a team, setting and maintaining standards. Being a role model to staff regarding all interaction, particularly customer service and enhancing the visitor experience. B. RESPONSIBILITY 1. HUMAN RESOURCE MANAGEMENT Daily management of the department and people to ensure efficient running of the operation and maximising revenue. Leading and motivating the team to achieve set standards. Managing 1 Team Leader, up to 15 permanent staff and 35 temporary staff, including concession staff. Assisting with staff recruitment to Team Leader level. Preparing, organising & delivering staff inductions. Organising and implementing staff training and development plans. Assisting the manager in the strategic planning of the department and following through to implementation. Involved at all levels of performance management: conducting PDR s, managing the teams performance on a one to one basis, absence management, planning and managing schedules, managing the staff resource to meet the business needs on a daily, weekly and monthly basis). Conducting investigative interviews, and following through to disciplinary where appropriate. Being able to make appropriate decisions on weekends in the absence of HR advice. This can include suspension. Expected to work without supervision whilst maintaining excellent communication with the manager and, when necessary, other ZSL departments. 2. PHYSICAL RESOURCE MANAGEMENT a) Plant, equipment, product. To be responsible on a day to day basis for the proper use, upkeep and security of all equipment and buildings used within the department; taking the appropriate action and reporting any damage or losses immediately to the manager. Equipment includes : 3 pc s, 15 tills, 15 printers, 15 credit card units, ATM, alarms, keys, security equipment, vending machines, fridges, freezes, manual handling equipment, chillers, mobile retail units, safes and including any vehicles used in the course of business. Retail product to the value of 350k at any one time. Page 3 of 6

4 Health and Safety: fully responsible for the Health and Safety of all locations, equipment, staff and visitors. Likely Damage: Till Type of Cost: 6000 Likely Damage: Wet Floors Type of Cost: Unlimited liability b) Budgets In conjunction with the manager planning, proposing and spending agreed departmental budgets: including staffing budgets, special projects and CIAP s. Responsible for maximising income and minimising expenditure through proactive business practices. On occasion will be responsible for decisions regarding daily staffing. Fully responsible for Retail and Admissions transactions (cash, credit card, cheques etc) on a daily basis totalling 2.7million annually. This includes the till floats, till reconciliation, cashing up, Securicor collection, managing safe floats, managing the ATM. Maintaining consistently accurate cash handling amongst the team and investigating all discrepancies. Responsible for producing daily and weekly reports to the manager. c) Confidentiality Privy to some confidential corporate and departmental documentation and information and must be relied on not to abuse the privilege. Will be involved with staff discussions, reviews, training and recruitment which must be dealt with and recorded in a confidential manner. d) Animal Involvement None 3. COMMUNICATION The post involves originating both written and oral communication to a high standard and on a constant basis. This would include face to face, telephone, s, letters, forms, reports and statistics. The communication would be at all levels from Sales Assistants to Directors to external contractors and concessions. The scope and level of communication is varied depending on the purpose and would include: team briefings, training, motivating, leading, supplier negotiations, business meetings, reporting, presentations, budgetary controls, influencing, proposals, team development, building good working relationships, maintaining business contacts, personnel discussions and one to one coaching etc The quality of communications will have a major influence on the effectiveness of the department. 4. LIAISON Page 4 of 6

5 The dealings this position has with others (internal and external) directly affects the Retail Departments operational efficiency, costs and revenue by having a major impact on team building, staff morale, standards and operational effectiveness i.e. revenue generation and customer service. The extent of liaison would range from Sales Assistants, Supervisors, Managers, Heads of Department, Concessions, buying department, external contractors, suppliers & our visitors. This role reports directly to the Retail Operations Manager and in their absence the Head of the Department. C. MENTAL DEMANDS 1. JUDGEMENT AND DECISION MAKING Within the framework set by the Manager this job role is largely responsible for their own decision making. They have a direct impact on the day to day operation of the department as well as a strategic influence on the future operation of the department. Fully involved in discussions regarding change management and accountable for implementing agreed strategies to the team. The type of decisions range from effecting merchandising changes (therefore influencing sales and revenue), staffing decisions, trading decisions, queue management, Securicor pick-ups, handling customer complaints, decisions when acting as VEM, HR decisions (particularly at weekends) etc Internal Department standards and guidelines are available, however, it is key that this position has a wide variety of knowledge, skill and experience to make appropriate and informed decisions in exceptional circumstances. Person to be proactive and organised enabling them to easily prioritise their workload depending on the business needs and agreed objectives. 2. ORIGINAL THOUGHT AND PROBLEM SOLVING Supervisors and staff will rely on the post-holders ability to make decisions on the many operational issues which arise on a daily basis, e.g. customer complaints, procedural problems and everyday operational issues which will often require immediate action. This will be made in accordance with established policy and practice. The individual needs to have the ability to work on their work initiative and stay calm under a highly pressured environment, as well as being quick to learn new skills. The role would be expected to review competitors and initiate new ideas to maximise revenue. The post-holder will be expected to be proactive in constantly reviewing departmental procedures and standards with a view for possible improvements and modifications. Page 5 of 6

6 3. CONCENTRATION The post holder will have to be alert at all times and will mostly have to concentrate fully, particularly when dealing with cash reconciliation, security, reporting, scheduling, statistics and personal interaction. 4. FLEXIBILITY There is a wide range of tasks and due to the nature of the business requires a completely flexible attitude, the individual will mainly have to decide their own priorities. They will regularly have interruption, which could be at short notice, and will have to re-assess their priorities. The job is hands on and governed by the changing needs of the operation. Flexible working hours including working every weekend during peak seasons, school holidays and every Bank Holiday. D. WORKING CONDITIONS We have a non-smoking working environment. The post holder will be expected to lead by example: working on tills, merchandising displays, stocking shelves etc. The post holder will be working in all or any of these outlets: Gift Shops, Kiosks, mobile retail units, car park, Admissions pay boxes, group sales, vending machines, concessions (oversight only), lost property, wheelchair and pushchair hire. VEM duties will involve covering the entire site at least 3 times a day. This involves working both indoors and outdoors, with weather conditions affecting comfort levels. Page 6 of 6