Floor Leader

Full time | Retail
Location:Palo Alto, CA Store

Job Title: Retail Floor Leader

Reports to: Store Manager

Location:  Palo Alto, CA

General Summary

The Floor Leader position provides leadership for the staff by maintaining the highest level of store standards.  In addition to responsibilities as a Sales Associate, the Floor Leader position takes an active role in training staff, overseeing store openings and closings, and protecting the store assets by maintaining operational policies and procedures.

Essential Job Functions

Communication, Leadership, Training, and Staff Development

o Maintain an open and positive relationship with store management team.

o Update store management team about the progress of the store and staff on a regular basis.

o Be a positive, consistent, and respectful role model; communicate positively regarding store management and company strategies; develop and support a positive attitude toward Lost Arrow Corporation. 

o Ensure company/store policies and procedures are communicated in a timely manner and adhered to accordingly.

o Efficiently run store and manage floor when management team is absent; address concerns with employees as needed and follow up with managers.

o Maintain employee attitude and morale by recognizing co-workers performance and service; inspire employees so that each person contributes to the productivity of the store.

o Coach sales associates in operational and behavioral situations to promote long term employee development and to ensure consistent customer service, store procedures, and staff morale.

o Provide feedback to manager to help support the development of staff.

o Assist management team in the hiring process of people who pursue passions that are related to our products and philosophy.

o Assist with new hire training; assist in ongoing staff development; establish a daily training calendar to be utilized at morning meetings.

o Assist store managers in planning and organizing monthly store meetings; attend all Floor Lead meetings.

o Participate and encourage all staff to participate in store events.

o Educate co-workers on local and global issues. Get actively involved.

o Delegate daily tasks appropriately and effectively.

Customer Service

o Perform all sales associate duties – see sales associate job description.

o Instill in associates the importance of customer service as outlined in the retail philosophy "our stores are a place where the word ‘no’ does not exist."

o Empower co-workers to use their best judgment in all customer service matters.

o Promote and monitor quality service among co-workers through training and by acting as a positive role model.

o Initiate seamless customer service by making every effort to find merchandise for customers if item is not in stock.

o Be personally available to all customers to communicate and identify their needs and address their questions and concerns.


o Responsible for opening and closing the store and securing all store assets.

o Maintain store security including building security and cash handling.

o Process damaged and defective goods in a timely and accurate manner.

o Protect company assets by following and loss prevention procedures; train staff on same.

Physical Requirements

o Continually able to stand/walk for extended periods of time, necessary to provide sales floor coverage related to customer service and loss prevention.

o Continually able to reach overhead, bend, squat, kneel, and carry product, necessary for customer service, inventory re-stock, and store merchandising.

o Continually able to walk up and down staircase, carrying boxes, product, and other necessary store related items.

o Ability to regularly perform store maintenance items:  sweep, vacuum, empty trash, clean.

o Ability to safely lift boxes up to 55 lbs.

o Comfortable climbing ladders.


o Store is open 7 days per week.  Number of scheduled hours per week varies.  Must be available to work minimum of one weekend day, one opening shift and one closing shift throughout the week. 

Minimum Job Qualifications

o Excellent customer service and sales skills.

o Previous retail or related customer service experience.

o Patagonia product use/knowledge.

o Surf-specific experience/knowledge required for surf store locations.

o Accuracy with money handling and register use.

o Ability to give clear directions and set expectations for staff.

o Excellent organizational skills.

o Accuracy and attention to detail.

o Effective communication skills.

o Self-motivated.

o Ability to effectively train and delegate.

o Problem solving ability.

o Ability to effectively work with team.

Employee Conduct

It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.