What are the responsibilities and job description for the Key Holder position at StateHouse Holdings Inc.?
SUMMARY:
The Key Holder serves as a trusted member of the retail team, responsible for assisting with the opening and closing procedures of the retail location. While this role focuses heavily on providing an excellent customer experience and maintaining inventory accuracy, it also provides a transitional leadership step by as a secondary point of contact for Budtenders and ensuring the security of the facility during transitional hours.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES (the list is not all inclusive)
- Executes opening and closing procedures, ensuring the facility is secured at all times and verifying security presence; escalate any gaps to leadership.
- Maintains proper cash-handling procedures, including accurate cash counts, reconciliation, identification and reporting of variances, and distribution of tip pool earnings in accordance with company guidelines.
- Authorizes approved discounts and sales adjustments within established parameters.
- Delivers a high-quality, compliant customer experience across all phases of the customer journey, including managing customer flow and wait times.
- Accurately logs customers into required systems, verify valid identification, and process transactions within POS systems
- Handles returns, exchanges, and employee purchases in accordance with company policy
- Maintains accurate product displays, merchandising standards, labeling, and overall store presentation, including cleanliness and ambiance.
- Supports execution of promotions, events, and in-store marketing initiatives and ensure systems reflect current pricing and product information
- Communicates inventory discrepancies, returns, and product issues to the Inventory Controller
- Maintains awareness of sales performance, promotions, and operational priorities
- Serves as a resource for team members during shift transitions while operating under manager direction at all times.
- Support onboarding and training of new team members and assist in maintaining floor coverage and productivity
- Escalates employee or customer concerns to management as appropriate.
- Maintains a professional, welcoming, and inclusive environment for all guests.
- Delivers an exceptional and compliant customer experience by providing timely, courteous, and professional service during every customer interaction, ensuring customers feel valued, respected, and well-informed.
- Executes ad hoc projects as assigned by direct supervisor.
CORE COMPETENCIES
- Demonstrates alignment with company policies, procedures, and values while maintaining full compliance with all applicable cannabis regulations
- Maintains professionalism in communication, appearance, and conduct
- Delivers a customer-focused experience by identifying needs, recommending appropriate products, and fostering an inclusive environment
- Applies strong attention to detail, accuracy, and accountability across transactions, cash handling, and operational execution
- Effectively prioritizes, organizes, and manages multiple tasks in a fast-paced environment while maintaining composure and sound judgment
- Communicates clearly and collaborates effectively with team members and leadership
- Demonstrates adaptability, reliability, and a proactive approach to supporting team and operational needs
- Utilizes POS systems, inventory tools, and retail technology with proficiency.
- Adjusts to changing business needs, schedules, and regulatory requirements with professionalism.
- Handles sensitive data and customer information with discretion and accuracy.
- Demonstrates the ability to be flexible and work effectively across various sectors of the department as needed or requested by supervisor. Including the capacity to support other departments, ensuring seamless collaboration and responsiveness to organizational needs.
PHYSICAL REQUIREMENTS
- Constantly: Walking, standing, grasping/gripping, bending/stooping/squatting, finger dexterity, POS input, coordination of hand and eye.
- Frequently: Standing for long periods of time, climbing stairs, and twisting.
- Frequently: Face contact with customers and staff.
- Occasionally: Reaching above shoulder height, lifting 50 lbs., ability to do push/pull motions.
- Constantly: Use visual display terminals (e.g., computers, tablets) for extended periods of time.
- Frequently: Ability to work weekends, holidays, nights, and retail events.
EDUCATION AND EXPERIENCE REQUIRED
- High school diploma or GED
- Prior retail or customer service experience (1-3 years)
- Knowledgeable in Microsoft Word, with advanced knowledge in Excel.
- Ability to accurately perform basic math calculations, reconcile cash transactions, and identify discrepancies with a high level of attention to detail
- Must be 21 years old and pass a criminal background check requirement