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In the luxury hospitality business, front of house employees are the most visible members of your staff, but they don't work alone. These guest-facing roles are supported by dozens of behind the scenes team members. 
The retail sector is under siege. Ecommerce is invading the retail space and not even industry giants are immune to their attacks. Consider the fall of Sears and Toys R Us. While retailers can't prevent the rise of ecommerce, there is one threat they can control, employee churn.
Retail isn’t the only place where great customer service skills are essential. Businesses in almost every industry can benefit from helping employees build customer service skills.
Finding great retail employees isn't easy. So when you have an employee who's dedicated, hardworking, and customer service oriented, you want to keep them as long as possible. Retaining employees for the long term is possible if you give them clear career pathways.  
As the United States economy continues to trend in a positive direction, many industries are still left wondering how to fill a surplus of open jobs with skilled workers. The retail industry isn't immune to this effect by any stretch, as the turnover rate in the industry was a whopping 13% as of March 2018.¹
In the retail industry, it can be difficult to find and retain reliable employees who have a developed set of soft skills. Whether hires simply don't work out or leave to look for different career opportunities, low retention rates make finding strong leaders you trust to run the day-to-day operations of your business nearly impossible. One solution to boost retention rates and prepare your employees to take on leadership roles is investing in comprehensive soft skills training. 
My father was a career merchant at Montgomery Ward's department store in its heyday. Whenever he talked about his job, he always said, "retail is detail." A walk through any retail store in December validated his point: Getting the merchandise mix right in the stores, figuring out how to keep this year's hot items in stock, the logistics and crush of operational details all handled in the crunch of the holiday push, where companies' entire profits are decided in the span of eight weeks-all these incredible details push retail veterans to their limits, especially in an industry disrupted by technology, growing online players, and changing trends. All the more reason to capture some of the more important details at this year's NRF Foundation Gala.

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