Job Description

Callaway Resort & Gardens (CGR) is an iconic 2,500-acre resort destination featuring a variety of lodging choices, unique garden attractions, seasonal special events, 36 holes of golf, fishing, biking trails, and residences. Located in scenic and historic Pine Mountain, Georgia, Callaway reflects the dream of its founder Cason J. Callaway 75 years ago. Currently CGR is part of Herschend Enterprises, Resort and Lodging Division, as part of a family of companies focused on family entertainment. For over seven decades Herschend Enterprises has operated with the purpose of bringing families closer together by Creating Memories Worth Repeating®. Herschend Enterprises is considered the largest family-owned themed attractions corporation. As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

Responsibilities and Duties

Retail Operations & Guest Experience

• Oversee the daily operation of assigned retail shops and support seasonal and festival retail activations and Photo program operations as assigned.
• Ensure retail locations are guest-ready, properly staffed, organized, clean, and operate consistently with Callaway Resort & Gardens service standards.
• Provide a strong on-floor leadership presence, assisting guests, resolving concerns, and supporting team members during high-volume periods.
• Support merchandising standards, product presentation, replenishment, pricing accuracy, and overall appearance of assigned retail locations.
• Promote programs and operational practices that enhance the guest experience and support retail sales.

Staff Leadership & Scheduling

• Supervise, train, coach, and provide daily directions to Retail team members.
• Assist with hiring, onboarding, and training of seasonal and full-time retail employees.
• Support the development and implementation of training programs for Merchandise employees.
• Assist with staff scheduling and daily deployment based on business levels, seasonal demand, and operational needs.
• Promote teamwork, accountability, professionalism, and effective communication throughout the Retail Division.
• Communicate operational information, challenges, and guest feedback to the Senior Manager of Retail in a timely manner.

Inventory, Merchandising & Financial Support

• Assist with inventory management, product transfers, receiving, replenishment, stock organization, and inventory accuracy across assigned locations.
• Support the Senior Manager of Retail and Retail Warehouse with property-wide inventory needs and the purchasing process as assigned.
• Assist with monitoring retail performance, labor, supplies, and controllable costs in support of departmental budget and profit goals.
• Help identify opportunities to improve products, services, merchandising, and operational efficiency.
• Ensure proper handling of customer credit card information and payment processes in accordance with property procedures and Payment Card Industry (PCI) standards.

Safety, Compliance & Loss Prevention

• Ensure all job duties are performed in a reasonable and safe manner for both guests and employees.
• Follow and enforce organizational policies, safety and security procedures, cash-handling requirements, and retail operating standards.
• Report unsafe conditions, operational concerns, inventory discrepancies, and incidents to management.
• Support loss-prevention practices and help maintain appropriate controls for merchandise, cash, and retail assets.

Planning & Coordination

• Support Retail management with seasonal planning, festival activations, special programs, and property-wide retail needs.
• Coordinate with the Retail Warehouse and other Callaway Resort & Gardens departments to support product movement and operational readiness.
• Assist other property retail operations with merchandise needs as directed by the Senior Manager of Retail, to include but not limited to Azalea Market, Spa, Golf, Fishing, etc.
• Identify operational challenges and recommend practical solutions that improve efficiency, guest service, and team performance.
• Prepare or assist with reports related to inventory, staffing, incidents, sales performance, and operational needs as requested.

Qualifications

Education & Experience:

• High school diploma or equivalent required.
• Previous retail, hospitality, attractions, or guest-service experience required; prior supervisory or lead experience preferred.
• Experience with inventory control, merchandising, cash handling, point-of-sale systems, and retail operations preferred.
• Proven ability to lead teams in a fast-paced, high-volume, guest-facing environment.
• Strong communication, organizational, customer-service, and problem-solving skills.

Physical Requirements:

• Long hours are sometimes required, including evenings, weekends, holidays, and peak seasonal periods.
• Ability to frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
• Ability to stand and walk for extended periods of time.
• Ability to sit for extended periods of time as required.
• Ability to occasionally climb, balance, stoop, kneel, crouch, or crawl while performing operational duties.

Skills & Qualifications:

• Be able to positively motivate and lead a team while clearly communicating expectations and reinforcing ownership of high levels of guest service.
• Be able to resolve guest and team-member concerns professionally while maintaining composure and objectivity.
• Be able to evaluate operational situations and select appropriate courses of action quickly and accurately.
• Be able to organize multiple priorities, adapt to changing business needs, and work effectively during high-volume periods.
• Be able to understand and work with inventory, sales, labor, and other basic financial information and perform basic math functions.
• Demonstrate professionalism, confidentiality, teamwork, cost consciousness, and commitment to safety and security.