The Retail Lead Associate is responsible for sales, exceptional guest service, and maintaining proficiency in all POS cash register functions. They will aid supervisors and managers in the effective daily operation of the shop, including all opening and closing shop duties. Job duties include assuring total guest satisfaction with estate shopping experiences, monitoring and replenishing merchandise levels, and assisting with inventory controls.  The Lead Associate will support the day-to-day operation of the shop by monitoring guest flow, answering radio calls, and assisting associates at the POS.  The Retail Lead Associate may assume the responsibility of the key person for Hall Shops at the Carriage House,  maintaining shop inventory levels, completion of daily side work duties, and focusing on the sales and growth of the shop.  They will provide OJT training for all new hires, support the front line by answering questions, and provide guidance with all Counterpoint functions. The Lead Associate will communicate with supervisors and the location manager on employee issues and provide general support and assistance to the department, leadership, and the company.  

ESSENTIAL JOB DUTIES:

1. Provides an exceptional guest service experience for each guest and assures total guest satisfaction with estate shopping experiences.  
2. Develops proficiency and accuracy in all POS register operations.    
3. Maintains an expanded sales focus with emphasis on up-selling and cross-selling.
4. Monitors and replenishes merchandise levels throughout the day and assists with inventory control 
 5. Assists supervisor with floor coverage based on guest flow throughout the day, answering radio calls, managing break schedules, and positively interacting with guests.  
6. Assumes the responsibility of an "Authorized Approver" for merchandise returns and voids. 
7. Creates purchase orders for outside vendors (Coke, Wine, Beer, Plants, etc.).  
8. Provides consistent and effective delivery of our Retail OJT to all new hires.   
9. Orders staff uniforms and maintains dress code standards throughout the shop.  
10. Assists with opening and closing retail shops as directed by supervisor to include lights on/off, setting up/shutting down the food and wine sampling areas. unlocking/locking doors and end of day reports. 
11. Performs cleaning of shops with consistency and assists with delegation of duties.
12. Provides general support and assistance to the department, leadership and company as required.  

ADDITIONAL RESPONSIBILITIES:

1. Assist supervisor and managers with orientation of new hires
2. Provide additional information to guests pertaining to their overall estate experience
3. Execution of various tasks as assigned by supervisors and managers
4. Communicates with confidence with supervisors and manager on employee issues.  

QUALIFICATIONS:

1. High school diploma strongly preferred.  Additional education or training desired. Ability to learn quickly and achieve proficiency across assigned operational areas. 
2. At least one (1) year of related guest service experience; equivalent combination of education/experience considered. 
3. Demonstrated commitment to world-class internal/external guest service; leadership skills a plus. 
4. Ability to quickly acquire knowledge of Biltmore's products/services, history, processes, protocols, systems, and organizational structure. 
5. Outstanding interpersonal and communication skills; proactively and genuinely engages with guests; conveys information clearly/concisely; strong public speaking skills a plus; active listening skills a must; solid guest service recovery skills a must.  
6. Exercises good judgment; anticipates, troubleshoots; prioritizes work, adapts, multi-tasks, and is flexible. 
7. Strong time management, planning, and organizational skills.
8. Represents Biltmore's brand and core values at all times.

PHYSICAL REQUIREMENTS:

1. Ability to stand/walk for extended periods of time; climb stairs as needed.
2. Lifts up to 35 pounds; ability to bend, stoop, reach overhead and below.