Guest Relations Manager

Full-time

Planet 13

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.

Dynamic Guest Relations Manager with the ability to lead and energize teams to deliver exceptional guest experiences in a fast-paced cannabis retail environment.

Summary

The Guest Relations Manager is responsible for maintaining a positive image of the company among our customers. This role involves overseeing customer interactions and touchpoints, managing feedback across all online review platforms, and guiding the team and processes to deliver an exceptional customer experience. Oversees all employees within the guest relations department including transportation agents.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Help with daily operations and opening and closing procedures per hour of operation.
Adhere to all policies, processes, procedures, and roles per employee contract.
Maintain a clean, sanitary and organized work environment.
Must comply with HIPAA guidelines as put forth by Federal regulations.
Work with senior management team to increase sales and traffic volumes.
Empowers team by providing a clear direction and providing ongoing coaching and support.
Maintains the highest level of presentation, customer service, and compassion to all customers.
Stays informed and knowledgeable about state and local laws, regulations and industry news.
Keep displays clean, organized, and properly stocked.
Review and delegate job responsibilities to direct reports, ex; operations, facilities, cleaning and etc.
Manage receptionists, hosts and other store personnel as assigned by General Manager.
Participate in weekly management meetings.
Communicate any work issues related to the store to the General Manager, ex, customer complaints, employee work issues, safety concerns, product shortage, etc.
Responsible for onboarding and training new hires.
Assist in the hiring process by participating in the interview process.
Prepares a schedule for a team of more than 40.
Responds to all online reviews about the business.
Comply with all HR policies including confidentiality and non-disclosure.
Assist with the implementation of company policies, standard operating procedures , and performance standards.
Maintain a clean and organized work environment.
Daily compliance with Company policies including but not limited to; state/local regulation compliance, security protocols, access protocols, dress code, and work schedules.

Supervisory Responsibilities

Manages 5+ subordinate supervisors who supervise a total of 25+ employees in the Guest Relations Department. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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.

Design - Generates creative solutions; translates concepts and information into images; uses feedback to modify designs; applies design principles; demonstrates attention to detail.

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.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

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.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Managing Customer Focus - Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.

Oral Communication - Speaks clearly and persuasively 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.

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.

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.

Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Business Acumen - Understands business implications of decisions; displays orientation to profitability; 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; uses negotiation skills to resolve conflicts.

Impact & Influence - Pursues and wins support for ideas; displays ability to influence key decision-makers; achieves win-win outcomes; uses authority appropriately to accomplish goals; addresses divergent opinions.

Recruitment & Staffing - Utilizes recruitment sources; exhibits sound interviewing skills; presents positive, realistic view of the organization; analyzes and forecasts staffing needs; makes quality hiring decisions.

Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.

Ethics - Treats people with respect; promotes a harassment-free environment; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.

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.

Achievement Focus - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; recognizes and acts on opportunities; takes calculated risks to accomplish goals.

Dependability - Follows instructions, responds to management direction; 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.

Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.

Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

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 the essential functions.

Education and/or Experience

Bachelor's degree from four-year 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 common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills

To perform this job successfully, an individual should be proficient in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and industry-specific software.

Certificates, Licenses, Registrations

Must be 21 years of age or older.

NV State Agent Card Required.

OSHA 30 Required (company paid) to be completed within 6 months of hiring.

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 talk or hear. The employee is frequently required to stand, walk, sit, reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

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.

Summary

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Help with daily operations and opening and closing procedures per hour of operation.
Adhere to all policies, processes, procedures, and roles per employee contract.
Maintain a clean, sanitary and organized work environment.
Must comply with HIPAA guidelines as put forth by Federal regulations.
Work with senior management team to increase sales and traffic volumes.
Empowers team by providing a clear direction and providing ongoing coaching and support.
Maintains the highest level of presentation, customer service, and compassion to all customers.
Stays informed and knowledgeable about state and local laws, regulations and industry news.
Keep displays clean, organized, and properly stocked.
Review and delegate job responsibilities to direct reports, ex; operations, facilities, cleaning and etc.
Manage receptionists, hosts and other store personnel as assigned by General Manager.
Participate in weekly management meetings.
Communicate any work issues related to the store to the General Manager, ex, customer complaints, employee work issues, safety concerns, product shortage, etc.
Responsible for onboarding and training new hires.
Assist in the hiring process by participating in the interview process.
Prepares a schedule for a team of more than 40.
Responds to all online reviews about the business.
Comply with all HR policies including confidentiality and non-disclosure.
Assist with the implementation of company policies, standard operating procedures , and performance standards.
Maintain a clean and organized work environment.
Daily compliance with Company policies including but not limited to; state/local regulation compliance, security protocols, access protocols, dress code, and work schedules.