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What you'll bring to the team

Qualifications & Experience

Job Title: Retail Supervisor

Operating Group: Gateway North America

Division: Retail

Reports to: Retail Manager

Job Level: Non-Manager

Exemption Status: Non-Exempt

Job Summary:

The Retail Supervisor is responsible for front-line leadership of the daily operation within the Retail Team, ensuring

the health and safety of our guests and staff. The Supervisor ensures all safe operating procedures and practices are

always followed and provides feedback and follow-up. The Supervisor is also tasked with ensuring world class

customer service is always delivered by the Team, whilst driving operational efficiency. The Supervisor manages the

daily operation of their department, and provides example-based, shoulder-to-shoulder leadership to the front-line

team.

The Retail Supervisor also Duty Manager shifts on the floor of the attraction overseeing the daily operation of all

departments.

Key Responsibilities:

• Be the best-in-class on-the-floor example of excellence in assigned commercial areas of the attraction.

• Lead the Retail Team to consistently deliver world-class experiences to our guests, as evidenced by

continuously meeting or exceeding KPI and Mystery Visit targets.

• Support the delivery initial and ongoing training of Retail Team as required for safe, efficient, and effective

operation of assigned commercial areas.

• Work with Retail Manager to implement labor budgets/schedules for various day-types and seasonal

needs.

• Support the Retail Manager with Merchandising and Inventory Control programs for the attraction.

• Lead the Retail Team to be Guest-Obsessed, positive, proactive, and FUN.

• Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are

adhered to by the Retail Team.

• Support delivery of specified revenue metrics for any commercial areas operated by the Retail Team.

• Trained, willing, and able to serve as Duty Manager.

• Trained, willing, and able to perform all roles in assigned areas of the attraction.

• Supports Retail Manager with the ordering and merchandising of retail areas, which may involve evening

and night shifts.

• Constantly on the floor providing mentorship, motivation, and feedback to the Retail Team.

• Supports recruiting, hiring, onboarding, and ongoing training for Retail Team.

• Reports key metrics, inventory levels, KPIs, dwell time and other metrics for the Retail Team.

• Manages performance and growth of Retail Team through Personal Development Plans, Appraisals, and

Training.

• Handles operational challenges as they occur.

• Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement

recommendations to GM.

• Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are

maintained.

• Manages all policies and procedures in relation to employment as advised by Human Resources and

Merlin Operations Manual.

• Manages delivery of staff incentive opportunities to increase performance and promote teamwork.

• Ensures proper coverage and staff utilization for assigned areas.

• Coaches and manages Retail Team to provide best-in-class guest experience and maximize profit in all

assigned areas.

• Manages, and maintains records of, Retail Team performance improvement plans.

• Actively and consistently leads by example and serves as a role model.

• Clearly and effectively communicates existing and new policies, procedures, and information with Retail

Team.

• Takes an active role, along with attraction Leadership Team, in leading daily/shift team briefings.

• Ensures that team members are trained and empowered to deliver outstanding customer service -

including guest recovery as needed.

• Welcomes and rewards ideation and innovative suggestions from Retail Team.

• Demonstrates Merlin Values at every opportunity and requires Retail Team to do the same.

• Maintains oversight and control of all assigned areas, quickly investigating errors, complaints, and

incidents.

• Logs all incidents (as required) in MIDAS system.

• Never walks by trash, dirt, filth, or disrepair in front-of-house or back-of-house areas without addressing

immediately.

• Completes required tasks in Futura Inventory Management system on time to support inventory accuracy

and AP compliance.

• Follows all Standard Operating Procedures for stock take, and inventory replenishment.

• The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be

expected within the scope and grading of the role.

• Perform other duties as assigned.

Education and Experience:

High school or GED required. College degree preferred. At least two years of supervisory experience in a retail

environment, visitor attraction or retail outlet. The ability to maintain the highest level of service in high-pressure

situations in a busy environment while dealing with guests in an efficient, professional manner. Good people

management and communication skills are essential to successfully manage the Admissions Team, coupled with the

ability to motivate and be an inspirational role model. Excellent sales skills are a must while paying great attention to detail and experience of using computerized till systems is also needed. Ability to work on multiple projects

simultaneously and multi-task as necessary.

Licenses and Certifications:

Ability to obtain related licensures or certification as may be required to perform the essential function of the

position or as required by law.

Travel Requirements:

• May occasionally require local or domestic travel.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Merlin Entertainments Group Health, Safety and Security Policy and the law. Must ensure they follow safe

working procedures for all work activities they undertake, and they must not use any tools or equipment for which

they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and

cooperate with any investigation as appropriate in accordance with applicable laws.

Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the

Merlin Entertainments Group Health, Safety and Security Policy. They must ensure that risk assessments have been

carried out, that safe working procedures are in place for all work activities and that all employees in their teams

are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that

safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where

incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective

action is taken to ensure that such incidents are not repeated.

Working Conditions:

• Attendance is a mandatory function of this job.

• Must be willing to work flexible hours, including morning, evenings, holidays, and weekends to support

site operations.

Physical Demands:

• Ability to hear, listen, and to communicate with others.

• Ability to sit and stand for long periods of time.

• Ability to use basic computer tools.

• Wear all necessary personal protective equipment to perform job functions.

• Move throughout all areas of the attraction with or without reasonable accommodation.

• Stand, sit, and/or walk continuously with or without a reasonable accommodation and perform job

function for the full shift with meal break.

• Bend, stoop kneel, reach twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities.

• Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye

coordination.

• May be exposed to a loud work environment.

Environmental Factors

• Depending on location, work may be performed inside or outside with varying temperatures and floor

surfaces.

• Exposure to varying temperatures, extreme heat or cold and/or wet, damp, or drafty conditions.

• Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distractions.

• Exposure to shaking objects and equipment.

• Exposure to varying light levels while transitioning in and out of the attraction at various times of the

workday.

Lifting Requirements

• May be required to lift or carry items weighing up to 50 pounds with or without reasonable

accommodation.

Additional Non – Technical Competencies:

Be adaptable – adapting approach and demeanor in real time to march the shifting demand of different situation.

Collaborate – Building partnerships and working collaboratively with others to meet shared objectives.

Communicate Effectively – Developing and delivery communications that convey a clear understanding of the

unique needs of different audiences.

Ensure Accountability – Holding self and other accountable to meet commitments.

Core Behaviors

Merlin people create joyful experiences that unite and inspire people from every walk of life. Our ambition is to be

the best place in the world to work and visit. We do this by working together with shared values and demonstrating

values-based competencies.

We Care We go above and beyond for our guests and our people – no gesture is too thoughtful. We

are uncompromising about safety, security, and welfare, setting the highest standards. We

work hard to have a positive impact, both on the planet and in our local communities.

Own Your Craft We constantly sharpen our skills and help others to grow in their roles. We listen closely

to others, learning from feedback. We take inspiration from our industry and world, to stay

at the forefront of entertainment.

Drive and

Discover

We give our best every day, owning our work and seeing it through until it’s done brilliantly.

We focus on the things that make the biggest difference: do less but do it better. We explore

untapped opportunities to delight more guests in more ways, embracing calculated risks.

Go Together We work on our relationships daily, building teamwork and trust. We collaborate with

people from other teams and sites around the globe, to solve problems together and draw

on diverse perspectives. We commit to our decisions and move at speed to make progress

happen.

Enjoy the Ride We bring fun and optimism to our work – because happiness helps us be at our best. We

support each other through challenges and turn missteps into opportunities to learn. We

cultivate a warm, welcoming environment where people feel a strong sense of belonging.

Disclaimer Statement

I confirm that I have read, understand and am able to perform the essential job functions of the job with or

without reasonable accommodation.

Benefits

• Benefits of Joining Merlin Entertainments! 🎉

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.

• Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!

• Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡

• Recognition Programs and Rewards: Celebrate your achievements and hard work!

• 401(k) Program: Save for the future with company matching contributions.

• Tuition Reimbursement Programs: Get support for further education and career growth.

• Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!

Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨

Pay Range

USD $20.00/Hr.

Submit a Referral (https://hourlycareers-na-merlinentertainments.icims.com/jobs/10339/retail-supervisor/job?mode=apply&apply=yes&in\_iframe=1&hashed=-1834381883)

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

**Location (Country-State-City)** _US-TX-Grapevine, TX_

**Job ID** _2025-10339_

**Employment Type** _Full-Time_

**Offer/Contract Type** _At Will (US Only)_

**Location Name** _SEA LIFE Dallas_

**_Job Locations_** _US-TX-Grapevine, TX_