Gift Shop

Position Title

Merchandise Associate

Reports To

Merchandise Manager

Department

Guest Experience

Project

St. Louis Aquarium at Union Station

Date Written/Revised

9 April 2019

Position Summary

This position will deliver a unique, engaging and entertaining experience to all guests and is responsible for providing exemplary service in a professional and courteous manner. This role will also deliver a positive guest experience, while maximizing sales and provide an outstanding retail experience.

Duties & Responsibilities

• Adhere to company policies and procedures.
• Strive to achieve customer satisfaction and sales KPIs in order to meet and exceed guest expectations.
• Observe and report daily facility conditions and situations to the Merchandise Manager & Supervisor.
• Ensure the shop is clean, safe and presented to the highest of standards.
• Capture all products and sales data appropriately and accurately.
• Manage guest experience and flow to ensure a safe and enjoyable journey.
• Work with the team to ensure guest experience targets are achieved.
• Keep up-to-date on all new products and offerings.
• Maximize sales opportunities that will add to the guest experience.
• Provide unique and memorable experiences to guests.
• Attend training programs to achieve the best guest experience.
• Ensure back of house and storage areas are maintained to the same level of cleanliness and order as the store.
• Be part of a team that motivates and inspires each other to perform at their very best, through respect and frequent communication.
• Assist in other departments as required.
• Maximize customer interest and sales levels by displaying products appropriately.
• Conduct stock takes as required.
• Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station.

Experience, Skills & Qualifications

• Previous experience in a customer, retail or guest services position preferred.
• Some cash handling experience preferred.
• Excellent verbal and communication skills required.
• Strong listening, presentation and decision-making skills.
• Ability to anticipate guests’ needs.
• Technically minded, with ability to learn Point of Sale system.
• Creative problem solver who thrives when presented with a challenge.
• Energetic and eager to tackle new projects and ideas.

Abilities

The individual must possess the following abilities to perform the essential functions of the job, with or without reasonable accommodation, using some or a combination of the abilities.

• Ability to stand for long periods of time.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Ability to lift and carry up to 50 pounds.