Retail Associate (On-Site, NYC)

Who are we?

HERO is a premium experiential brand for the next era of immersive storytelling brought to you behind the minds of MATTE Projects. Located within the heart of New York City at Rockefeller Center, we are a fully tech-enabled, plug-and-play physical space designed for immersive entertainment and brand experiences. 

About this Role: 

We are seeking energetic and customer-focused Retail Associates to support the retail floor of our high-volume holiday experience. As one of the final touchpoints in the guest journey, the Retail Associate plays an important role in extending the experience through exceptional service, product knowledge, and an organized and engaging retail environment.

This is a fast-paced, high-traffic environment requiring individuals who are comfortable assisting a large volume of guests, processing transactions efficiently, maintaining the sales floor, and jumping in wherever needed. The ideal candidate is personable, reliable, quick on their feet, and able to deliver a warm and positive guest experience even during peak periods.

Position Dates: November 2026-January 2027

Key Responsibilities:

Guest Experience & Sales

• Welcome and engage guests on the retail floor, providing friendly, attentive, and efficient service.
• Assist guests with product selection, questions, sizing, and merchandise information.
• Create a positive and memorable final touchpoint within the overall holiday experience.
• Proactively engage with guests while balancing the needs of a busy, high-volume retail environment.
• Help drive sales through strong product knowledge, thoughtful recommendations, and excellent service.

Point of Sale & Transactions

• Accurately and efficiently process purchases, returns, exchanges, and other transactions using the POS system.
• Maintain an efficient checkout experience and help manage lines during peak periods.
• Handle cash and other forms of payment responsibly and in accordance with established procedures.
• Escalate transaction or guest service issues to management when needed.

Retail Floor Operations

• Maintain a clean, organized, stocked, and visually appealing retail floor throughout each shift.
• Replenish merchandise throughout the day to ensure products remain available during periods of high guest volume.
• Assist with receiving, unpacking, organizing, and stocking merchandise as needed.
• Monitor inventory levels and communicate low-stock or out-of-stock items to management.
• Support merchandising standards and ensure displays remain organized and guest-ready.
• Assist with opening and closing procedures as assigned.

Guest Flow & High-Volume Operations

• Help maintain smooth guest flow throughout the retail space, particularly during peak periods.
• Remain aware of lines, congestion, and other operational needs and proactively assist where needed.
• Work quickly and efficiently without compromising hospitality or attention to detail.
• Remain flexible and move between the sales floor, register, stocking, and other positions based on business needs.

Teamwork & Communication

• Work closely with Retail Managers, fellow Retail Associates, Floor Managers, Docents, and other onsite teams to support seamless daily operations.
• Participate in pre-shift meetings and stay informed on products, promotions, inventory, guest volume, and operational updates.
• Communicate guest feedback, inventory concerns, maintenance needs, or operational issues to management promptly.
• Contribute to a positive, collaborative, and energetic team environment.

Safety & Loss Prevention

• Follow all safety, security, cash-handling, and loss-prevention procedures.
• Maintain awareness of the retail floor and promptly report suspicious activity, damaged merchandise, hazards, or other concerns.
• Help ensure merchandise, displays, and guest areas remain safe and secure.
• Follow established emergency procedures and escalate incidents to management as needed.

Qualifications:

• Previous retail or customer service experience required; experience working in a high-volume retail environment strongly preferred.
• Experience in attractions, immersive experiences, museums, cultural institutions, entertainment venues, or other high-traffic guest environments is a plus.
• Strong customer service and interpersonal skills with a friendly, approachable demeanor.
• Comfortable working in a fast-paced environment and assisting a high volume of guests throughout a shift.
• Experience operating a POS system and processing customer transactions preferred.
• Strong attention to detail and ability to remain organized while managing multiple priorities.
• Reliable, adaptable, and comfortable jumping between responsibilities based on the needs of the retail floor.
• Ability to work collaboratively as part of a larger onsite operations team.
• Ability to stand for extended periods and perform physical retail tasks, including stocking and moving merchandise.
• Flexibility to work evenings, weekends, and holidays as required.
• Ability to lift up to 25 lbs.

Hourly Rate: $24.00/hr, part-time hourly , maximum 29 hours per week

HERO NYC  provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, HERO NYC will provide reasonable accommodations for qualified individuals with disabilities.