Retail Supervisor

While we are currently accepting applications for this role, the interviewing phase for this position may not begin until February 2025. Supervisory roles are expected to be filled by March 2025. This timeline is subject to change and any updates will be communicated as they become available.

Job Summary: 

The Retail Supervisor will play a key role in managing quality control and ensuring guest satisfaction across all third-party retail outlets on property. The Retail Supervisor will oversee and manage quality control and guest satisfaction for all third-party retail outlets. They will work closely with third-party vendors to ensure that retail operations meet our high standards, address any issues promptly, and deliver exceptional shopping experiences for our guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

The Retail Supervisor is responsible for, but not limited to the following: 

Operation and Guest Support

• Monitor and evaluate the quality of products and services provided by all third-party retail outlets on property.
• Conduct regular inspections of retail outlets to ensure adherence to quality standards, proper product display, and overall store presentation.
• Collaborate with third-party vendors to address any quality issues, provide feedback, and implement necessary improvements.
• Ensure that all retail outlets deliver outstanding customer service, addressing guest inquiries and handling complaints effectively.
• Gather and analyze guest feedback from third-party retail outlets to identify areas for improvement and enhance overall shopping experiences.
• Work with vendors to ensure that customer service standards are consistently met and that staff are trained to deliver exceptional service.
• Act as the primary point of contact for third-party retail vendors, facilitating communication and ensuring alignment with our operational standards.
• Coordinate with vendors to address any operational issues, resolve discrepancies, and ensure smooth integration of their services with our overall retail strategy.
• Conduct regular meetings with vendors to review performance, discuss improvements, and ensure compliance with agreed-upon standards.
• Ensure compliance with health, safety, and retail regulations across all third-party retail outlets.
• Implement and enforce safety protocols to maintain a safe working environment for staff and guests.
• Monitor cleanliness and organization standards to ensure a pleasant and secure shopping environment.
• Prepare and submit reports on retail performance, including quality assessments, guest satisfaction, and vendor performance.
• Assist in budget management by monitoring retail costs and implementing cost-control measures.
• Handle administrative tasks related to retail operations, including scheduling and reporting.
• Assist with general requests for information, assistance and/or complaints from guests and escalates to Concessionaire Manager.

Compliance & Quality Control

• Uphold environmental policies and procedures.
• Promote a safe work environment; Comply with the safety competencies and all company policies.
• Adhere to the company’s standards regarding dress and appearance.
• Extend appropriate greeting to all guests and crew at every opportunity using their names.
• Always apply hospitality standards in guest and crew areas.
• Follow all safety regulations during duty.
• Follow all environmental, company and HESS policies and procedures as applicable for the position.
• Evaluate supply and availability of products/services.
• Monitor stock shelves, product display and general appearance of retail outlets.

Reporting & Maintenance

• Complete work logs and report any issues to the Concessionaire Manager.
• Report all repairs to be made in assigned section, especially safety related issues and follow-up with management as necessary.
• Advise any guest challenges immediately to the Concessionaire Manager.

EDUCATION & QUALIFICATIONS: 

• High school diploma or equivalent; additional education in retail management, business, or a related field is a plus.
• Minimum of 3-5 years of experience in retail management, with at least 2 years in a supervisory or management role.

SKILLS & SPECIFICATIONS: 

• Strong knowledge of retail operations, including quality control, customer service, and inventory management.
• Proven experience in managing relationships with third-party vendors and ensuring service quality.
• Excellent leadership, communication, and organizational skills.
• Ability to handle multiple tasks and work effectively in a fast-paced environment.
• Proficiency in standard office software and point-of-sale systems.
• Knowledge of health, safety, and retail regulations.
• Strong written and verbal communication skills.
• Strong Microsoft office suite skills.

LANGUAGE REQUIREMENTS:  

• Ability to speak English clearly, distinctly, and cordially with employees and guests.  
• Ability to read and write English to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, managers, and co-workers. 

PHYSICAL REQUIREMENTS:  

• Must be physically fit.
• Must have strong customer service skills.
• Ability to work in an outdoor environment.
• Ability to multi-task and think critically.
• Previous work experience preferred.

OTHER REQUIREMENTS:  

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
• Work may require employee to work inside and outside with exposure to changing climate and/or operate machinery.
• May be requested to work a different shift.
• Must be able to lift more than 50 pounds.
• May need to stand for long periods of time.

The Carnival Grand Bahama Investments Limited (CGBIL), a subsidiary of Carnival Corporation & plc.. Carnival Corporation & plc is the world’s largest leisure travel company. Our portfolio of leading cruise brands includes Carnival Cruise Lines, Holland America Line, Princess Cruises, and Seabourn in North America; P&O Cruises (UK), and Cunard in the United Kingdom; AIDA Cruises in Germany; Costa Cruises in Southern Europe; and P&O Cruises (Australia) in Australia.