Main Responsibilities and Required Skills for a Floor Supervisor

A Floor Supervisor plays a pivotal role in ensuring the smooth operation of businesses, particularly in the retail and hospitality sectors. Acting as a bridge between frontline employees and upper management, a Floor Supervisor is entrusted with diverse responsibilities that contribute to the overall efficiency and customer satisfaction of an establishment. In this blog post, we describe the primary responsibilities and the most in-demand hard and soft skills for Floor Supervisors.

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Main Responsibilities of a Floor Supervisor

The following list describes the typical responsibilities of a Floor Supervisor:

Achieve

Achieve or exceed the brand's UPH processing standards.
Achieve store sales goals and assist sales associates in achieving their sales goals.

Address

Address and resolve operational issues in a timely and effective manner.
Address customer inquiries, concerns, and complaints promptly and professionally.

Adhere to

Adhere to all company policies, procedures and practice.

Adjust

Adjust guests' complaints regarding housekeeping service or equipment.

Aid in

Aid in budget control through supervision of employees'.

Align

Align goals, processes, and culture to create momentum and champion a One Team approach.

Answer

Answer customers' questions and provide information on procedures and policies.

Apply

Apply critical thinking to develop options, identify assumptions and consider impacts.

Ask

Ask our customers for feedback and conveys business opportunities to the Store Manager.

Assess

Assess and review associates ability.
Assess employee performance and provide constructive feedback for improvement.

Assign

Assign work to Room Attendants and train personnel in housekeeping duties.

Assist in

Assist in budget planning and ensure adherence to financial guidelines.
Assist in employee training and development.
Assist in maintaining the store merchandise standards and restocking merchandise.
Assist in making business decisions based on current sell-through strategies.
Assist in recruiting, training and developing Associates.
Assist in recruiting, training and developing Sales Associates.
Assist in the development of associates through feedback, coaching and training.
Assist in the implementation of employee recognition programs and events.
Assist in the training and development of associates.
Assist management with recruiting, training and development of associates.
Assist management with recruiting, training and development of warehouse associates.
Assist the Retail Floor Manager with the preparation and execution of sale days.
Assist with effective scheduling to support payroll strategies and budgets.
Assist with training, developing and executing S.G.M. and TH Customer Service.
Assist with training, monitoring and executing Direct Replenishment and Recovery process.

Assume

Assume leadership role within the store.

Assure

Assure that there are sufficient supplies on the guest floors.

Attend

Attend mall / center management meetings.

Build

Build relationships and seeks out feedback for continuous self-development.

Celebrate

Celebrate and embrace individuality, inclusion and partnership.

Check

Check and count linens and supplies.
Check cleanliness of guest corridors, stairwells, elevators and Linen Closets.

Coach

Coach and provides sales-related feedback to the team.

Communicate

Communicate all merchandise-related issues to District Sales Manager.
Communicate staff concerns to District Sales Manager.
Communicate staff concerns to management.
Communicate statistical results and identify business needs.
Communicate with other hotel departments regarding problems which need their attention.

Complete

Complete daily reports and submit daily sales numbers.

Conduct

Conduct and evaluate performance review on a regular basis.
Conduct training sessions for new hires and provide ongoing development opportunities for existing staff.

Contribute to

Contribute to the development of strategic plans for the department or business unit.
Contribute to the recruiting and onboarding of talent to ensure a best-in-class team.

Control

Control store expenses within allowable parameters.

Coordinate

Coordinate staff activities to increase efficiency.
Coordinate work orders in assigned section.

Correct

Correct unacceptable performance of associates.

Create

Create a culture of development by coaching and teaching others.
Create and manage employee schedules to ensure adequate coverage during peak hours.
Create an environment which is spirited and results-driven.
Create a positive internal and external customer experience.
Create energy, excitement and recognition around team and individual accomplishment and successes.

Develop

Develop and maintain good communication and relationships with store management.
Develop growth potential in associates.
Develop new approaches to solve problems identified during quality assurance activities.
Develop positive and inclusive relationships across the organization.
Develop proficiency in all operational policies and procedures.

Direct

Direct and lead a team of employees, providing guidance and support as needed.
Direct Customer Service and sales activities in store.

Discover

Discover Different also means that we embrace each other's differences and unique perspectives.

Educate

Educate new donors on the use of products made from donated plasma.

Encourage

Encourage others and their self to stretch beyond current capabilities.

Enforce

Enforce all company tools, policies and procedures.
Enforce company policies and procedures to maintain consistency and compliance.

Ensure

Ensure accuracy in all paperwork.
Ensure adherence to all labor laws, policies, and procedures.
Ensure all customer concerns are addressed and resolved.
Ensure Associates execute tasks and daily activities in accordance with store plan.
Ensure cleanliness and organization of store.
Ensure compliance with industry regulations and standards.
Ensure customer service is the #1 priority.
Ensure key control policies.
Ensure proper care and use of equipment, carts, baskets, cleaning and guest room supplies.
Ensure that all vacant / clean rooms and stay over rooms status have been updated.
Ensure that communication with families is collaborative, appropriate, and timely.
Ensure that store staff is treated professionally, courteously and respectfully.
Ensure that store team is engaging with each customer to create an authentic brand experience.

Establish

Establish aggressive goals and takes appropriate risks to achieve results.
Establish a plan for reversing negative sales trends.
Establish control-related standards and procedures.

Examine

Examine carpets, drapes and furniture for stains, damage, or wear.

Execute

Execute and follow-up Inventory Shrinkage Improvement Program.
Execute and follow-up on all operational policies, procedures and directives.
Execute and follow-up on Inventory Shrinkage Improvement Program.
Execute and follow-up on the Inventory Shrinkage Improvement Program.
Execute and maintain divisional marketing directives.
Execute and maintain the divisional marketing directives.
Execute and oversee promotional events or marketing initiatives.
Execute markdowns and re-merchandise as needed.
Execute markdowns and re-merchandise, as needed.
Execute the daily operational, day-to-day goals and priorities assigned by store management.

Facilitate

Facilitate clear communication between different departments and levels of the organization.

Follow

Follow Inventory Shrinkage Improvement Program.
Follow specific divisional dress code policy.

Follow-up

Follow-up on all audit issues.
Follow-up to be sure work is completed.

Foster

Foster a collaborative and positive team environment among staff members.

Generate

Generate and submit reports on key performance indicators and other relevant metrics.

Great

Great all customers entering the store to create a friendly and inviting shopping experience.

Handle

Handle personnel issues with assistance of the Manager / TL Quality Assurance as they arise.

Identify

Identify and implement strategies and initiatives to achieve and exceed business goals.
Identify new hires who possess skills representative of the TH Brand and image.

Implement

Implement and monitor security measures to safeguard both staff and customers.
Implement, execute and follow up on all operational policies and procedures.
Implement strategies to enhance customer engagement and loyalty.

Inclusive

Inclusive and diverse employee engagement events all year-round.

Inspect

Inspect all VIP rooms prior to arrival.
Inspect completed rooms to assure that all standards have been met.

Interpret

Interpret and execute floor plans and guidelines.

Involve

Involve and develop staff in accomplishing store goals.
Involve store staff in accomplishing store goals.
Involve store staff in accomplishing store goals.Take an active role in own development.

Keep

Keep management informed of all merchandise and visual related issues.
Keep management informed of all merchandise-related issues.

Lead

Lead the effort to greet and offer assistance to every customer.

Learn

Learn simple procedures and techniques.

Leverage

Leverage technology to streamline operations and enhance efficiency.

Lift

Lift and / or move up to approximately 50 pounds frequently.

Live

Live the Island Life as an ambassador of our brand, representing the season's stylish trends.

Maintain

Maintain accuracy and quality control of inventory and assets.
Maintain an organized stockroom / off-site area.
Maintain an organized stockroom / off-site area / warehouse.
Maintain awareness of all promotions and advertisements.
Maintain a working knowledge of government and industrial quality assurance codes and standards.
Maintain confidentiality.
Maintain current, fresh, and fashionable features.
Maintain professionalism while communicating with peers, managers and customers.
Maintain store appearance to reflect the division standard.
Maintain store organization.
Maintain store organization fixtures / hardware / general cleanliness.
Maintain the highest level of security and safety awareness within the store.
Maintain the highest level of security and safety awareness within the warehouse.
Maintain visual presentation standards that are consistent with division philosophy and direction.
Maintain warehouse appearance to reflect division standard.
Maintain warehouse organization merchandise / fixtures / hardware / general cleanliness.

Make

Make customers the first priority.

Manage

Manage all controllable expenses, including the allocation of payroll.
Manage day-to-day activities on the floor to ensure a seamless customer experience.
Manage relationships with suppliers and vendors to ensure timely deliveries.
Manage store funds securely and process cash deposits in a timely manner.
Manage time and prioritize tasks.

Maximize

Maximize employee productivity.
Maximize sales and service by ensuring staff is scheduled appropriately.

Mediate

Mediate conflicts among team members and find amicable solutions.

Model

Model and hold team accountable for outstanding customer service.

Monitor

Monitor and manage inventory levels, coordinating with relevant departments for restocking.
Monitor inventory levels and completes purchasing requisitions if required.
Monitor sales progress and results against key targets.
Monitor the performance of Housemen.
Monitor the quality of products or services and implement improvements as necessary.

Motivate

Motivate and develop associates to meet goals / objectives.
Motivate and develop associates to meet store goals / objectives.
Motivate and develop support staff to meet store / warehouse goals and objectives.
Motivate and inspire associates to achieve sales goals and uphold brand standards.

Move

Move and handle boxes of merchandise and fixtures throughout the store.

Operate

Operate office equipment and technology (i.e., computers, phones, fax, copier, etc.).

Oversee

Oversee and maintain the customer service standards to the highest possible level.
Oversee cleanliness and organization of the workspace, maintaining a welcoming environment.
Oversee the operation and maintenance of automated plasmapheresis machines.

Participate

Participate and assists the Store Manager in weekly management meetings and quarterly staff meetings.
Participate in meetings with leadership for Store Operations, Purchasing and Retail Buying Team.

Partner with

Partner with Management on Associate training needs to increase effectiveness.

Perform

Perform additional job-related duties as requested by the Retail Floor Manager or General Manager.
Perform performance reviews of donor floor staff.
Perform routine work or the same task over and over again.
Perform these and other tasks as assigned.

Prepare

Prepare weekly staffing schedules.

Promote

Promote a culture of honesty and integrity.
Promote company merchandise strategy and identifies local opportunities to drive sales.
Promote credit and loyalty programs during customer interactions.
Promote safety awareness and support maintenance of a risk-free environment.

Provide

Provide and accept ongoing recognition and constructive feedback.
Provide leadership, motivation, and support to staff members and children.
Provide period progress updates.
Provide real-time coaching to associates.

React

React to sell through and ensure store is well stocked.

Recognize

Recognize problems, analyze causes, and generate alternatives and solutions.

Record

Record inspection results and notifies cleaning personnel of inadequacies.

Release

Release checkout rooms to be sold.

Report

Report any serious incidents to the Management Team.

Represent

Represent the Heritage Retail image through personal and professional appearance.
Represent the TH image through personal and professional appearance.

Resolve

Resolve customer concerns quickly while exceeding expectations.
Resolve customer issues and concerns.

Review

Review and approves Quality Batch Records.

Schedule

Schedule work to be done daily, collects room and floor status sheets for assigned work areas.

Set

Set performance goals for the team and track progress towards achieving objectives.

Share the overall responsibility of the warehouse operations, including.

Solicit

Solicit customers to open an Ace Rewards card.

Stay updated on

Stay updated on product/service information to assist both customers and employees.

Store

Store opening and closing.

Summarize

Summarize analysis clearly and succinctly and recommend a course of action.

Supervise

Supervise dealers in an assigned table section.
Supervise quality employees.
Supervise quality employees engaged in QA activities.
Supervise the client development program and develop a high level of product knowledge.

Support

Support all company / management decisions.
Support and participates in store shrink reduction goals and programs.
Support the daily operations of retail stores* Perform a variety of routine assignments.
Support the Open Door Policy.

Take

Take an active role in own development.
Take appropriate action when external and internal theft occurs.
Take initiative and use sound judgement.
Take precautionary measures and follow company guidelines against external and internal theft.
Take the initiative to greet guests in a friendly and warm manner.

Team

Team Development – Teaches, trains and coach associates.

Track

Track sales metrics and implement strategies to enhance sales performance.

Train

Train and coach the staff.

Understand

Understand and comply with all company policy, procedures and operations.
Understand and create awareness of the factors to impact sales volume.

Uphold

Uphold Community Care Facilities Licensing and other governing regulations.
Uphold merchandising and store cleanliness standards.

Use

Use fact-based analysis to guide decision-making.
Use the growth mindset by seeing change as an opportunity to learn and grow.

Utilize

Utilize all training programs / materials effectively.
Utilize historical data to forecast trends and plan for future demands.

Work

Work authorization for the location is required.
Work collaboratively to accomplish brand goals and objectives.
Work harmoniously and professionally with co-workers and supervisors.
Work passionately and have fun, knowing you are helping others and the planet.

Write

Write requisitions for room supplies and furniture renovation or replacements.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Floor Supervisor:

Point of Sale (POS) System Operation
Inventory Management Software
Data Analysis
Budgeting and Financial Analysis
Microsoft Excel Proficiency
Electronic Security Systems
Project Management
Employee Scheduling Software
Customer Relationship Management (CRM) Tools
Technical Troubleshooting
Product Knowledge Management
Sales Forecasting
Digital Marketing Understanding
Employee Training Platforms
Quality Control Systems
Emergency Response Protocols
Reporting and Analytics Tools
Technology Integration
Vendor Management Software
Strategic Planning Software

Most In-demand Soft Skills

The following list describes the most required soft skills of a Floor Supervisor:

Leadership: Inspire and motivate a team to achieve common goals.
Communication: Clearly convey information to team members and customers.
Problem-Solving: Quickly and effectively address challenges as they arise.
Adaptability: Flexibility to navigate through changing circumstances.
Team Collaboration: Foster a positive and collaborative team environment.
Time Management: Prioritize tasks to meet deadlines and maintain efficiency.
Conflict Resolution: Mediate conflicts among team members to maintain harmony.
Customer Focus: Prioritize customer satisfaction and experience.
Decision-Making: Make informed decisions in a timely manner.
Emotional Intelligence: Understand and manage one's emotions and the emotions of others.

Conclusion

In conclusion, being a successful Floor Supervisor requires a combination of technical expertise and interpersonal skills. By mastering the outlined responsibilities and acquiring the essential hard and soft skills, individuals can excel in this dynamic and crucial role, contributing significantly to the success of their respective organizations.