Job Description

The Hospitality Retail Manager is responsible for daily sales, customer service, employee training & scheduling, inventory control, merchandising, product ordering and selection, payroll management and the opening and closing of the hospitality retail department, including but not limited to Cabots Clothing & Gift, Critters, The Flower shop, Labradors Coffee & Tea, Treetop Alpine, Treetop Golf, and Nash’s General Store. This position will also assist with reorders of specific product categories and selection of product for the shops.
Essential Functions:

• Sets the exemplary role of Specialty Retail Service. Ensures the number one priority of all sales associates is the customer and customer service.
• Manage all retail staff, by preparing weekly schedules, addressing employee grievances, and elevating them to Director of Retail/Director if necessary and providing supervisory coverage in stores.
• Assists in the hiring and termination of all related associates.
• Assists with the process of entering schedules into Ontrack, authorizing associate timesheets, signing off on payroll when Director is away.
• Create and manage a team-based environment with staff and continually evolve, developing a positive atmosphere within the department.
• Manage all documentation related to direct reports, including but not limited to, 90 day, seasonal and yearly reviews, associate requisitions form and personal information forms (PIF).
• Develops and builds store displays around the resort, including but not limited to, displays at the hotel. Manages all merchandising within each venue to present product in a clean and engaging manner at all times.
• Attends relative tradeshows to assist in open to buy for all hospitality retail venues. Working alongside of Retail Director, assists in product selection to have a diverse and intriguing product mix that will translate to revenue generation.
• Working with Retail Director, manages reorder of assigned product categories, while managing inventory levels in line with business levels.
• Assists with the process of entering schedules into Ontrack, authorizing associate timesheets, signing off on payroll when Director is away.
• Coordinates & receives all merchandise, including checking product in, pricing, merchandising product on floor, warehousing back stock, for hotel outlets.
• Commits all receiving paperwork to Accounting
• Communicates all mis- ships with OSC Golf Team
• Works along side OSC Golf Buyers to ensure product levels are to par for business demands. Relay any guest feedback to OSC Golf Team.
• Coordinates all vendor clinic schedules by communicating with vendors and ensuring that all clinic details are planned and executed. Manages all monthly training topics at monthly ATGT meetings.
• Manage and submits all Retail outlet order confirmations (Cabots & Critters) to OSC Retail for PO entry into Yellow Dog.
• Coordinates & receives all merchandise, including checking product in, pricing, merchandising product on floor, warehousing back stock, for hotel outlets
• Communicate all mis-ships with vendors directly, and manage return authorizations, as well as credit memos with vendor and accounts payables.
• Confirm all invoices submitted through the accounting department with the packing lists submitted by the retail stores.
• Coordinate and generating and allocation of all pricing labels to all hotel retail outlets (Cabots, Critters, Labradors).
• Assists in maintaining internal retail budget of invoices and credit that have been submitted to accounting and tie out end-of-month profit and loss statements using internal retail budget.
• Submits all monthly inventories to Accounting by the 1st of every month, must be flexible with schedule to accommodate these deadlines, Cabots, Critters, and Labradors.
• Submit all EOM Transfers to accounting by the 1st.
• Manages scheduled monthly and quarterly inventories by delegating work, taking inventory with POS scanning guns, coordinating all re-counts, coordinating all inventory verifications with accounting and compiling data results, while following all inventory procedures that align with internal audit compliance. Ensure all inventories are at a 2% or less variance and communicates to Director of Retail if variance is higher than projected 2% (Cabots, Critters, Labradors).
• Maintains and continuously developing a training program for hourly sales associates.
• Assists in data entry in Point-of-Sales (POS) software by entering and checking data that is entered into the system. Ensures that all employees are trained on how to enter correct data.
• Manages daily replenishment of back stocked products to the sales floor, as well as maintaining a clean and organized back stockroom.
• Ensure the store will maintain a clean atmosphere by adhering to an established cleaning schedule.
• Completes purchase orders in a timely fashion and ensures that items are purchased at correct times and manages inventory levels to level of business.
• Ensure all employees have completed all end of shift duties. Responsible for the opening and closing procedures of the stores.
• Establishes store procedures, ensuring all the above tasks are performed in a timely fashion.
• Assists in providing options for special orders for clients and groups. Works with Conference Service team to build sales to group business
• Working with the Director of Retail to plan and conduct sales of slow-moving inventory within the shops, including end of the year sales to reduce inventory levels during the off season.
• Contributes to team effort by accomplishing related results as needed.
• Work with Hotel operating systems to include: RTP, Yellow dog, Symphony, Dayforce, Birchstreet.
• Attends Bi Monthly Managers meeting
• Assists with presentation and prep of monthly ATGT meeting.
• Manages monthly Moments of Service for all staff in assigned shops. Develop this program on an ongoing manner to keep customer service at its highest level.
• Assist in covering monthly safety committee meetings and/or ambassador meetings
• Attends monthly managers’ training.
• Assists with covering Sales Associate time off requests
• Assist in covering lunch and break schedule in all hotel retail stores.
• Assists in purchasing all operational material including but not limited to shopping bags, pricing labels, pricing tags, pricing guns, wrapping paper, tissue paper, gift boxes and basic office supplies.
• Run daily revenue reports to ensure accuracy from Yellow dog to oracle, report discrepancies to OSC Retail.
Golf:
• Assure that the policies and procedures of the pro shop are enforced
• Assist in monitoring and managing the tee sheet to maximize efficient pace of play.
• Assist in contacting large groups ahead of time to confirm numbers and billing policies.
• Working along with Golf Pro, prepare the employee work schedule ensuring that the pro shop is properly manned to handle the customer demand.
• Assist in follow up with “in house” group contacts and billing procedures.
• Meet with golf contacts for golf outings.
• Make Tee Times for guests and public play.

Tools and Equipment:
• Computer and printer, typewriter, telephone, pen/pencil, photo-copying machine, file folders, filing cabinet, facsimile machine.

Working Environment:
• Interior of hotel, in normal office conditions.
• Exterior of hotel with exposure to extreme weather

Qualifications:
• High School Diploma or GED, plus five years relevant experience or an equivalent combination of training, experience and/or education.
• Must have excellent interpersonal skills.
• Must provide excellent service to internal and external customers.
• Must be familiar with the operation of a retail point of sale software system.
• Must have excellent oral and written communication skills.
• Must be attentive to detail.
• Must have the ability to adapt to unexpected situations
• Must be punctual and reliable.
• Must be able to remain calm and portray a friendly demeanor in stressful situations
• Must be comfortable standing for long periods of time
• Must be able to lift 50 pounds
• Must be comfortable on ladders
• Must provide a good sense of humor and able to work with positive and dedicated team.
• Must be available to work flexible hours to include nights, weekends, and holidays.