Gift Shop Manager

Company Description

Job Description

The Gift Shop Manager is responsible for all retail operations of gift store(s), training and managing department employees, and ensuring that all customers receive exceptional customer service.

ESSENTIAL DUTIES/RESPONSIBILITIES/FUNCTIONS:

Operational Responsibilities:

• Responsible for the daily operation of the department; Ensures the department is adequately staffed, stocked, and open for business during business hours.
• Responsible for the stocking, display/presentation, and pricing of store merchandise.
• Ensures grocery items are properly rotated and meet or exceed sanitation and health standards and guidelines.
• Greets and assists guests; works sales floor shifts; accurately processes guest payments by operating cash register and/or credit card machine.
• Ensures cashier duties are performed properly, cash register sales are recorded accurately, and that correct accounting procedures are followed.
• Assists Gift Shop employees with discounts, returns, and other transaction issues.
• Ensures proper opening, closing, and security procedures are followed.
• Ensures the General Store and related facilities remain clean, organized, and stocked.
• Ships purchased merchandise to visitors in a timely, accurate and safe manner.
• Collects, completes and delivers monthly transfer sheets.
• Receives, organizes and files all incoming paperwork.
• Ensures a positive work environment centered on trust, open communication, and team work; Facilitates problem solving and collaboration throughout the department.
• Acts in a professional manner; leads by example.
• Identifies and works with management to resolve departmental problems and potential problems.
• Works extra shifts and hours throughout the department as required; Covers subordinate duties as needed.
• Communicates and collaborates with other departments and managers, and attends required staff meetings to provide regular updates and inform others of problems and potential problems.
• Collaborates with other departments on orders and transfers.

Financial Responsibilities:

• Responsible for the financial success of the department; Ensures the department complies with financial guidelines and meets or exceeds all financial and operational goals.
• Recommends and implements strategies to maximize revenues and control costs.

Inventory Responsibilities:

• Responsible for inventory operation of Gift Shop including ordering merchandise, maintaining proper inventory, running inventory counts and reports, and ensuring merchandise to be returned to suppliers is done in a timely manner.
• Coordinates delivered shipments; Checks that all shipments are properly received, checked, marked and put onto the floor for sale or distributed to other departments as necessary.
• Assists Merchandisers and keeps Vice President of Retail for Forever Resorts apprised of stock needs and takes running inventory counts as needed.
• Ensures inventory is neat and organized.

Customer Service:

• Provides and ensures all guests receive excellent customer service.
• Uses knowledge of Gift Store merchandise and local area to answer guest questions (i.e., where it is made, materials it is made from, artist information, product availability) as well as questions about our location and the surrounding areas.
• Assists guests with shipping of large purchases.
• Responds to customer complaints in a professional manner.

Supervisory Responsibilities:

• Responsible for managing department team members, creating staff work schedules, and training department employees in department standards, security procedures, department operations, and safe work methods.
• Mentors and coaches staff members on developing and improving skills.
• Enforces department standards, policies, and team member expectations; Performs progressive discipline, coaches, and retrains department employees as required.
• Completes detailed and timely performance evaluations.
• Follows and enforces company policies including uniform and grooming standards.
• Verifies payroll hours for department personal.

End of Season Responsibilities:

• Assists with compiling a detailed list of accounting or pending problems, returns, and customer questions that may arise after the season. 
• Assists with conducting end of season inventory.

Additional Responsibilities:

• Ensures deep cleaning projects are completed.
• Knows and follows all company, Environmental, Health, and Safety Management Programs and policies.
• Works extra shifts and hours as required.
• Assists in other positions and departments as needed.
• Other duties as assigned.

Qualifications

• A valid Driver’s License is preferred.
• Excellent written and verbal communication skills including ability to read, write, speak and understand English.
• Thorough knowledge of retail operations.
• Exceptional customer service skills including phone etiquette, and the ability to resolve customer complaints in a professional manner.
• Proper and accurate money handling and cash counting skills.
• Excellent supervisory and management skills.
• Ability to learn all company training materials.
• Ability to operate cash register, credit card machine and POS system accurately and efficiently in a fast-paced environment.
• Ability to work with minimal supervision and be self-motivated; Strong initiative and accountability, follow-up and follow-through.
• Strong organizational, interpersonal and time-management skills.
• Extensive knowledge of product information to enhance a professional sales approach.

PHYSICAL REQUIREMENTS TO PERFORM JOB DUTIES:

• Must be able to understand normal conversation and accurately communicate information.
• Ability to stand and walk on paved, unpaved, uneven and sometimes slippery surfaces for extended periods of time.
• Ability to climb stairs occasionally.
• Ability to twist, turn, push, pull, finger, grasp, and reach down, forward and overhead repetitively; Stoop, squat, kneel, and crouch occasionally.
• Ability to operate a telephone and a computer.
• Ability to remain seated for extended periods of time.
• Must be able to use general cleaning supplies; Grasp, lift, push, pull and use cleaning equipment.
• Manual dexterity to grasp and handle cash, coins, paper, phones, etc.
• Ability to lift and carry up to 50 pounds occasionally.

EDUCATION AND/OR EXPERIENCE REQUIRED TO PERFORM JOB DUTIES:

• 4 years of college education in a related field, or 4 years of retail operations, customer service, or related work experience, or equivalent combination of work experience and education required.
• Bachelor’s Degree in a related field highly preferred.
• Prior supervisory or management work experience required.
• One year of experience operating a cash register, credit card machine and/or POS system required.

Additional Information