manner. Plumage Games Job: Manager, Retail Operations Reports To: Director, Retail Operations Date: February 14, 2019 Written By: Hank Rovers, HR Analyst Approved By: Helen Richards, HR Director & Lola Mercer, Director Retail Operations SUMMARY The manager, retail operations is responsible for all aspects of retail operations for game nights and events. The manager ensures that the store, booths, and kiosks are staffed with well-trained sales and service professionals and are visually attractive, with appropriate merchandise for the customer environment. Although staff development, sales, and customer service are primary focus areas, administrative activities, such as payroll and scheduling, are also a part of this role. ESSENTIAL DUTIES AND RESPONSIBILTIES People Management 1. Recruit, train, motivate, and develop a professional and knowledgeable part-time and on-call service and sales workforce. 2. Coach and communicate with employees in a fair and consistent manner (e.g. mentoring sessions, performance evaluations). 3. Work closely with senior retail management and human resources regarding disciplinary and other sensitive employee issues. 4. Identify and implement employee recognition and incentive programs 5. Ensure that staff are trained in all key areas of the business Business Management 1. Ensure that selling areas are open for business on time and are clean and visually attractive. 2. Identify opportunities for increasing revenue. 3. Create sales and promotional programs. 4. Work the marketing staff regarding event details, such as expected attendance levels, merchandise deals, internal and external event contracts 5. Produce sales reports Administration 1. Schedule staff in a transparent, fair, and consistent 2. Input payroll information into a payroll time management system 3. Monitor payroll against budget and sales. 4. Develop and maintain an employee manual. REQUIRED EXPERIENCE AND QUALIFICATIONS (JOB SPECIFICATIONS) 1. Four to six years' retail experience, with at least two years' management experience. 2. Degree or diploma in business administration or related field 3. Excellent leadership skills with the ability to coach, mentor, and motivate a sales service team, 4. Excellent communication, interpersonal, and problem-solving skills. 5. A solid understanding of the business and customer environment. 6. Must be able to identify and implement new business opportunities and promotions. 7. Flexible and adaptable 8. Computer-literate, with a working knowledge of MS Word, MS Excel, point-of-sale software, and electronic mail systems 9. Must be able to work evenings and weekends. STANDARDS OF PERFORMANCE 1. Meets on a weekly basis with all staff to review sales results. 2. Orients new staff during the first shift on customer service requirements. 3. Meets or exceeds monthly sales targets. 4. Submits sales data within 24 hours of each event. 5. Trains staff on any new procedure with 1 week of 6. Keeps customer satisfaction levels at 80% or above hiring Peacock M. Stewart, E., & Belcourt, M. (2020. Toolkit 4.1: Somple lob Description in Understanding Human Resources Management: A Conodion Perspective (p. 120) Toronto, ON: Nelson Education Ltd. Question 30 (6 points) Listen Based on the Job Description Provided how would you assess performance in this position after 1 year? Create an assessment for two performance criteria using at least one of the rating methodologies in the textbook. (6 marks) Question 31 (8 points) Listen Based on the job description provided, besides base pay, what 4 additional elements would you include in the compensation package for this position? Explain your rationale for each. (8 Marks) Question 32 (6 points) Listen What are the 3 primary reasons for employee unionization? What 3 positive practices can prevent a workforce from wanting or needing to unionize? (6 Marks) Question 33 (6 points) Listen Explain the role of the supervisor, the company and the employee in creating a safe work environment. (6 marks)
