Guest Relations Supervisor

As a top Las Vegas dispensary, Planet 13 strives to provide the best quality recreational cannabis, cannabis extracts, and infused products available at competitive prices and with compassion that can only come from those who are knowledgeable in the field. 
*****HIRING FOR GRAVEYARD SHIFT****** Summary
Supervising, guiding and motivating guest relations specialist superstars. Work together to ensure delivery of an exceptional guest experience. Essential Duties and Responsibilities include the following. Other duties may be assigned. Assisting the team by performing the tasks with them. Improving customer service experience, create engaged customers and facilitating organic growth. Taking ownership of customer issues and following problems through to resolution. Setting a clear mission and deploying strategies focused towards that mission. Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel. Monitors visitor access and issues passes when required. Daily compliance with MME policies including but not limited to; state/local regulation compliance, security protocols, access protocols, dress code, and work schedules. Managing incoming calls and customer service inquiries. Working knowledge of medical and retail products. Helps facilitate the flow of traffic within Planet 13. Communicates in the moment updates and reminders Responsible for running in-store traffic reports.  Reports to the Customer Relations Manager. Supervisory Responsibilities
Directly supervises 5-15+ employees in the Customer Service Departments. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  Work with the Dispensary Customer Relations Manager for consistent protocols.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Project Management - Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
Oral Communication - Speaks clearly and respectfully in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.  Detail-oriented.
Change Management - Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results.
Performance Coaching - Defines responsibilities and expectations; sets goals and objectives; gives performance feedback; motivates for increased results; recognizes contributions; encourages training and development.
Team Leadership - Fosters team cooperation; defines team roles and responsibilities; supports group problem solving; ensures progress toward goals; acknowledges team accomplishments.
Delegation - Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results.
Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.
Managing People - Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; makes self-available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services.; continually works to improve supervisory skills.
Business Acumen - Demonstrates knowledge of market and competition; aligns work with strategic goals.
Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control.
Diversity - Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment.
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; respects diversity.
Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Personal Appearance - Dresses appropriately for position; keeps self well groomed.
Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Dependability - Takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan.
Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas.
Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment.
Planning/Organizing - Uses time efficiently; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
Quality - Demonstrates accuracy and thoroughness; applies feedback to improve performance; monitors own work to ensure quality. Completes work in timely manner; works quickly. 
Reasoning Ability - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills
To perform this job successfully, an individual should have experience with an Inventory/POS system and Microsoft Office software.
Certificates, Licenses, Registrations
Must have State of Nevada marijuana agent card and be at least 21 years of age.
Safety and Security
Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Must complete Osha 10 Industry Training within 6 months of hire (company paid) Education and/or Experience
associate degree from a college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and stoop, kneel, crouch, or crawl.  The employee is frequently required to stand; walk; sit and reach with hands and arms.  The employee is occasionally required to climb or balance and talk or hear. The employee must occasionally lift and/or move up to 50 pounds. 
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, gender identity, disability status or protected veteran status. The Company will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws.
Planet 13 would like to make its customers aware that certain individuals might try and approach them, call them, email them, text them, or reach out to them via social media, presenting themselves as our employees and/or affiliates to try and gain access to your personal information. This is a phishing scam. Planet 13 will never call a potential employee or customer for any form of payment in return for training material, ask for anyone's direct deposit information, and their banking login and password. Planet 13's Board Members, and Executives do not work as recruiters and do not communicate with potential employees directly via any form of communication nor do they engage in the offering of positions to potential employees. These claims and offers are fraudulent and we advise everyone to use discretion when handling these situations. If you feel as though you have been a target of this type of scam, please reach out to your local law enforcement. Thank you.