Ice Operations Retail Team Leader

The Ice Operations Retail Team Leader- Retail is responsible for ensuring quality customer service to a large, diversified clientele through proper training and scheduling of Pro Shop and Concessions team members.  Perform day to day retail operations affecting customer relations, point of sale operations, inventory, special orders, sales, and team member productivity. 

 

 

·         Direct the day-to-day operation of the Ice Den pro shop and Bear Bites concessions.

·         Able to perform all POS functions at Pro Shop, Bear Bites and service desk if necessary.

·         Maintain a quality retail and concessions team by hiring, training, coaching and disciplining as needed, maintaining proper payroll records, timekeeping and administrative employee files. 

·         Assist in any and all areas of Operations department, as necessary.

·         Works up to 60% of their time covering the floor, interacting with customers and team members.

·         Oversee operational elements of all retail programs and services offered to ensure the highest possible standards of quality.

·         Direct physical appearance of pro shop and concessions including merchandise presentations.

·         Responsible for ordering, receiving, and returning product; maintaining inventory levels; processing invoices.

·         Responsible for merchandise special orders and non-booking order purchasing with recommendations to General Manager. 

·         Responsible for product development while maintaining appropriate inventory levels and control

·         Responsible for the weekly/monthly retail staff schedule, to ensure appropriate levels within budget guidelines.

·         Manage concessions inventory system and place orders when necessary

·         Accountable for loss and prevention.

·         Maintain stockrooms and have complete knowledge of inventory.

·         Coordinate quarterly Pro Shop and Concessions meetings. Coordinate with Ice Operations Team Leader to conduct concessions meetings with skate patrol as necessary.

·         Assist customers and guests with all retail needs including proper fittings.  

·         Perform physical inventory audit every six months.

·         Monitor current trends in the industry and make recommendations to the General Manager.

·         Assist with preparation of annual retail performance reports and review with management on a monthly and annual basis and ensure successful performance within department vs. budgetary goals.

·         Provide General Manager & Director with weekly and monthly reports as requested.

·         Perform MOD coverage when necessary.

·         Implement and adhere to Standard Operating Procedures and update as necessary.

·         Establish and ensure compliance with all appropriate operating procedures to ensure facility readiness and team member and guest safety.

·         Assist Team Leaders in organizing staff, scheduling, vendors, and all details for special events, including, but not limited to Word of Life, Spooky Skate and Turkey Puck. 

·         Perform all team member appraisals in a timely and efficient manner.

·         Maintain a neat and professional personal appearance by wearing the Orlando Ice Den uniform (see uniform matrix) and name badge.

·         Perform other duties assigned.

 

·         Experience in a customer service related field, and ability to handle stressful situations calmly

·         Ability to handle many tasks simultaneously while still providing attention to detail and quality customer service

·         Exceptional oral and written communication skills.

·         Cooperative attitude; team oriented disposition.

·         Certification in CPR and First Aid, Food Safety Manager Certification (Classes provided at no extra cost)

·         Quality skate sharpening skills required.

·         Working knowledge of hockey and figure skating equipment required.

·         Must be able to work a flexible schedule, weekends, nights, and holidays.

·         Excellent problem-solving skills.

·         Skating skills at the ISI Gamma/Delta level preferred

·         Physical requirements: Bend, stoop, crouch, climb, stand, sit and turn/pivot, lift/lower, push, pull and carry up to 80 lbs.  Perform office tasks using simple hand grasping, fine hand manipulation and reaching associated with assigned tasks such as paperwork, typing, and/or word processing, filing, calculating and use of telephone.  See, hear, and speak with sufficient capability to perform assigned tasks and maintain proper job safety conditions.