Description

Position Summary:

Supervises the team in assigned retail store operations and ensures guests receive the highest level of service and quality on a daily and consistent basis. Retail assignment may include Spa.

Duties & Responsibilities

Primary Responsibilities/Essential Functions:

1. Supervises subordinate team members in retail operations. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training team members. Recommends applicants for selection. Plans, assigns and directs work. May set work schedules. Recommends performance ratings. Recommends merit increases, promotions and reclassification. Determines work quality expectations and sets deadlines.
2. Performs and completes monthly retail inventory.
3. Assists and or completes with all receiving, preparing, and displaying all retail.
4. Assists with design and set up of store’s visual displays and windows. Ensures store(s) is maintained in an orderly fashion. Ensures shelves are kept stocked and neat. Moves merchandise as necessary and assists with rotation of store displays.
5. If responsible for Spa, monitors day-to-day Spa operations to ensure standards of product presentation and service exceed guest expectations and meet or exceed property standards. Takes or recommends corrective action as needed.
6. Works to achieve budgeted revenues, controls expenses and maximizes profitability within assigned areas. Utilizes corporate approved computer programs to analyze forecasts, cost and revenue reports. Makes decisions and acts based on that information to maximize profitability.
7. Ensures guests receive outstanding, consistent, exceptional service by circulating work (and dining) areas. Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints.
8. Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Participates in weekly meeting with Managements Team to ensure weekly goals, challenges, and service standards are met.
9. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
10. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

1. Recommends merit decisions within budget or established guidelines. Recommends promotions or reclassifications within company policy.
2. Performs work of Retail Salesperson as needed.
3. Responds to guest inquiries and coordinates special arrangements and requests.
4. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.

Note:  This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.

Qualifications

Qualifications (relevant experience, education and training):

1. One to two years of increasingly responsible retail experience in similar environment required.
2. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
3. Ability to monitor labor as required by anticipating business activity while ensuring that positions are staffed when and as needed and labor cost objectives are met.
4. Requires ability to serve needs of guests through verbal face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
5. Completes required training as scheduled.
6. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency.
7. Requires ability to learn and use POS computer systems used at the hotel.
8. Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
9. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, team members, guests and the public. Must be able to speak, read, write and understand English to communicate with management, team members and guests. Bilingual Spanish a plus.
10. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
11. Must maintain a clean appearance and professional demeanor.

Special Skills & Abilities/Mental and Physical Demands:

While performing the duties of the job the team member regularly stands and walks for sustained periods of time. Works at a quick pace, maneuvering between functions occurring simultaneously. The team member regularly grasps objects such as plate ware and glassware. The team member frequently feels the temperature of objects such as hot plate ware. The team member regularly reaches by extending hand(s) and arm(s) in any direction while serving and performing other essential functions of the job. The team member frequently talks and needs to hear voices when communicating with guests and staff. Many aromas and smells are present in the hotel and retail areas. Balance is frequently required to prevent falling when walking, standing, moving or carrying merchandise and display items. Lifting is occasionally required to handle merchandise and displays. Exerts up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move items such as boxes and displays. The team member is required to have close visual acuity to operate a computer. The team member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work areas.

The team member is subject to environmental conditions found working both inside and outside. The team member is occasionally subject to extreme heat, with temperatures above 100 degrees while moving around the property while outside temperatures are high. The team member is typically subject to moderate noise (or music) when working in or around the hotel and retail areas. The team member is subject to hazards which include proximity to moving mechanical parts, sharp objects, and exposure to cleaning chemicals. The team member is occasionally subject to atmospheric condition such as fumes, odors, or dusts.