Description

The Retail Manager directs the day-to-day operations of the Gift Shop at Ojo Caliente Mineral Springs Resort and Spa, Gift Shop at Ojo Santa Fe Spa Resort, and Ojo Online Ecommerce site, by providing a strong customer service leadership presence and control in store, while ensuring that all customers receive excellent service and quality merchandise. The Manager is responsible for the management of all employees in the effective planning and implementation of all store processes, including ordering, receiving, stocking, presentation, selling, staffing, reporting and support.

The incumbent is responsible for modeling and acting in accordance with Ojo Caliente Holdings, Inc. (OCHI) Core Values; Accountability, Authenticity, Diversity, Excellence, Gratitude, Happiness, Integrity, Mindfulness, Respect and Teamwork.

ESSENTIAL JOB FUNCTIONS / RESPONSIBILITIES: 

Inventory Management and Merchandising

1. Ensures guests receive excellent service, given assistance or information they may need and have their purchases completed in a prompt and accurate manner.

2. Ensures that team members consistently create a welcoming environment for the customer by greeting and assisting; as well as quickly responding to customer inquiries and needs.

3. Represent Ojo Spa Resorts in dealing with guest problems and concerns.

4. Controls merchandise assortment, inventory stock levels and reordering as necessary within budget.

5. Ensures inventory control through ordering and receiving delivery from suppliers, checking invoices, pricing and price changes, handling damaged products and returns, and making certain paperwork is routed correctly and in a timely manner. 

6. Oversees Ecommerce inventory, assortment, fulfillment, payment processing, and all necessary record keeping. 

7. Manages profit and loss, maintain proper records, and submit reports in a complete and timely manner.

8. Ensures the financial integrity of the store through strict cashier accountability, key control, and adherence to stated company security practices and cash control procedures.

9. Facilitates the efficient staging, stocking and storage of merchandise.

10. Ensures that shelves and racks are well-stocked, including effective product rotation. 

11. Prioritizes planning and adjusting schedules as necessary.

12. Maintains gift shop hours and adherence to opening and closing procedures.

13. Maintains a clean, well-organized store; facilitate a safe and secure working and shopping environment.

14. Ensures appropriate staffing and customer service skills minimize the possibility of product being stolen; alert security when theft is suspected.

15. Available on-call during and after shift or business hours, if needed.

16. Participates in strategic planning and implementation of programs aimed at attaining monthly, quarterly, and annual sales goals for all outlets.

Supervision of Employees

1. Interview, hire, supervise, manage, train, develop and schedule Retail staff, insuring productivity and teamwork and appropriate staffing levels.

2. Demonstrates desired behaviors for staff including handling difficult and/or complicated sales, cash management, inventory, and follow-up with customers.

3. Creates a positive learning environment by delivering consistent, in the moment, feedback and coaching to shift team members, to ensure operational excellence and to improve overall performance.

4. Ensures the individual and collective skills of the team are utilized effectively, and both the staff and customer experience is positive. 

5. Responsible for motivating and inspiring team members to achieve store productivity goals. 

6. Identifies training needs and provides ongoing training opportunities to the team as needed.

7. Makes recommendations regarding employee pay rate and advancement.

8. Maintains a competent and motivated team, creating a learning environment which maximizes productivity, skill development and retail team retention.

9. Follows company policies and procedures as outlined in the Employee Handbook, and company communications; ensures employee compliance.

10. Responsible for Performance Evaluations and disciplinary procedures for Retail Team members, with the assistance of the General Manager and HR Manager.

11. Dedicates a considerable amount of time to overseeing the activities of all team members. This involves evaluating individual performance as well as overall group cooperation. 

12. Supports team member by positively reinforcing successful performance and giving respectful and encouraging coaching, as needed. 

13. Trains or assigns training of new workers by motivating, while simultaneously making sure that they understand the correct way of going about their daily tasks, including cash handling, inventory management and following safety best practices at all times. 

14. Maintains a calm demeanor when confronted with difficult situations, to set a positive example for team members. 

15. Develops positive relationships with Retail team by understanding and addressing individual motivation, needs and concerns.

Requirements

1. Thorough understanding of a retail gift shop in a high traffic environment

2. Dependable, strong team player, friendly, patient, self-motivated.

3. Ability to perform mathematical calculations such as addition, subtraction, multiplication, division, and percentages.

4. Knowledge of inventory management and merchandising practices.

5. Excellent oral and written communication skills.

6. Effective interpersonal skills.

7. Knowledge of recruiting, interviewing, hiring, counseling and termination practices including legal compliance and internal processes.

8. Knowledge of cash handling procedures including cashier accountability and deposit control, facility and safety control policies and practices (deposits, store keys, etc.)

9. Excellent organization skills with attention to detail.

10. Ability to solve problems and deal with a variety of situations where limited standardization exists.

11. Be available by phone to support staff.

12. Able to be on feet and in sitting position throughout the day. 

13. Able to lift 40 or more pounds and perform laborious ladder duty. 

14. Able to bend, lift, climb, squat, stretch, reach, kneel, stoop, dust, clean. 

15. Available to commute to each location weekly, and as needed. Minimum of three days a week at Ojo Caliente and two days a week at Ojo Santa Fe location. 

16. This role requires in person work and is not a work remote position. 

Due to the natural environment at Ojo Spa Resorts, all staff must be comfortable outdoors performing physical activities, and be able to navigate uneven ground, diverse terrain, multiple stairs, and be prepared to work in unpredictable weather conditions.

If an employee requires a reasonable accommodation to perform the job at a satisfactory level, s/he must contact his/her manager and/or the Human Resources Department.

Ojo Spa Resorts are a drug-free environment.