Job Title: Retail Supervisor

Operating Group: Gateway North America
Division: Retail
Reports To: Retail Manager
Job Level: Non-Manager
Classification: Non-Exempt

Position Summary

The Retail Supervisor is responsible for overseeing the day-to-day operations of the retail team, ensuring the delivery of exceptional guest service, operational efficiency, and adherence to health and safety standards. This role serves as a working leader, guiding and developing front-line staff, supporting inventory and merchandising efforts, and acting as Duty Manager when required.

Key Responsibilities

• Serve as an on-the-floor leader, setting the standard for service, cleanliness, and operational excellence.

• Supervise and motivate the retail team to deliver consistent, world-class guest experiences.

• Support onboarding, training, and ongoing development of team members.

• Oversee daily operations, staffing, scheduling, and labor cost controls in partnership with the Retail Manager.

• Manage merchandising and inventory control processes, including stock replenishment and visual standards.

• Maintain accurate reporting of KPIs, inventory levels, sales, and other key metrics.

• Handle guest feedback and complaints promptly and professionally in line with company policy.

• Monitor and support incentive programs to drive team performance.

• Support recruitment, performance management, and employee engagement initiatives.

• Act as Duty Manager when scheduled, overseeing overall attraction operations.

• Ensure compliance with all health, safety, and company policies.

Qualifications and Experience

• High school diploma or GED required; college degree preferred.

• Minimum 2 years of supervisory experience in retail, attractions, or a service-oriented environment.

• Strong leadership and communication skills with the ability to inspire and manage teams.

• Proven ability to manage high-pressure situations and deliver exceptional customer service.

• Strong sales and merchandising acumen; experience with POS and inventory systems preferred.

• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Physical & Working Conditions

• Flexible availability required, including mornings, evenings, weekends, and holidays.

• Ability to stand, walk, bend, lift up to 50 lbs, and move across the attraction for extended periods.

• Work may be performed indoors and outdoors in varying weather conditions.

• Must be able to wear required PPE and operate standard office and retail equipment.

Health & Safety

Supervisors are responsible for the health, safety, and security of their team and guests, ensuring risk assessments are completed and policies are followed. Incidents must be promptly reported and investigated, with corrective actions implemented as needed.

Core Competencies

• Adaptability: Adjusts approach based on situational demands.

• Collaboration: Builds strong partnerships with peers and cross-functional teams.

• Communication: Delivers clear, audience-tailored communication.

• Accountability: Takes ownership and ensures others meet expectations.

Merlin Core Behaviors

• We Care: We prioritize guest safety, wellbeing, and community impact.

• Own Your Craft: We strive for excellence and continuous improvement.

• Drive & Discover: We innovate and act with purpose.

• Go Together: We build trust and move forward together.

• Enjoy the Ride: We foster a fun, inclusive, and positive work environment.

Disclaimer: This job description outlines key responsibilities and requirements but is not exhaustive. Additional duties may be assigned as needed.