Description

Position Summary

The Retail Supervisor oversees the Retail operations and serves as an ambassador, representing all its services to the guests, and to the various departments on property. The position is responsible for increasing monthly boutique sales by focusing on retail operations and its product offerings. The Retail Supervisor will also manage the Retail Concierge team and assist in supervising all areas of Retail & Salon, including its services and facilities to ensure the delivery of superior guest service as defined by the Biltmore Retail & Salon. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOPS).

Responsibilities

Oversees the Retail concierge team

• Perform the functions of the Retail Concierge description (i.e. answering phone calls, scheduling appointments, checking-in guests, checking-out guests, etc.)
• Recruits, interviews, trains, counsels, coaches, and disciplines the team.
• Maintains a professional leadership style and mentors the team.
• Solves staff concerns in a timely manner, referring the situation to the director if needed.
• Conducts staff member performance appraisals in a timely manner per the guidelines and timeline dictated by Human Resources
• Coordinates contests and/or incentives for the Retail team in collaboration with the Director of Retail and vendor partners
• Closely work with Lead Retail Concierge to ensure exceptional guest service and seamless front desk operations.
• Oversees the ordering of all departmental supplies and inventory control for all guest services supplies and the Front Desk area in accordance with par levels and budgets.

· Supervise the Retail boutique operations

• Assist the Director of Retail & Fitness and Retail Manager in creating retail promotions and devising events.
• Maintain an accurate inventory of retail products and report any discrepancies.
• Place purchase orders and research new technologies and innovative products within the industry to carry in our boutique
• Serve as an ambassador and representative to all retail products and educates each guest on homecare recommendations
• Conducts internal retail product trainings and coordinates any external retail product trainings for the team.

· Performs and/or assigns any reasonably related duties to ensure guest satisfaction, and the smooth operation of the Retail in accordance with Biltmore and Leading Hotel Standards.

• Consistently offers professional, knowledgeable, friendly, and engaging service.
• Resolves guest problems or complaints as needed according to guest problem resolution policy
• Provides critical eye perspective to Retail facilities (i.e., cleanliness, repairs, etc.)
• Ensuring the facility is impeccably neat and clean
• Develops strong relationships with all departments within Retail to communicate/resolve issues
• Reports and documents any observed or known safety hazards, conditions or unsafe practices and procedures to appropriate personnel as needed
• Participates in the Retail MOD program to provide management presence.
• Respond to issues that arise in the absence of the Retail Director or other supervisors

Requirements

Experience and Education Required

Education: High School Diploma is required 

Experience: Minimum two years’ experience in a luxury hospitality environment and/or retail environment

Skills Required

• Must be able to: 
• Speak, read, write and understand the English language. 
• Upsell merchandise. 
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using sound judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data. 
• Use a computer keyboard and possess basic typing skills. 
• Possess moderate to advanced computer skills.
• Work in a dynamic and constantly changing environment. 
• Adept to multitasking. 

Physical Demands

• Must be able to: 
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds 
• Stand, sit, or walk for an extended period of time or for an entire work shift 
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity. 
• Visually look at a computer for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests’ needs and is sensitive to people from all cultures
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Demonstrates a keen understanding of the Biltmore guest demographic and uses that knowledge to train and lead a successful team, as well as to develop the framework for product selection. 
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks to keep the outlets current and in line with industry trends. 
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Respect the autonomy and authority that comes with management.
• Is self-motivated and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust
• Time Management
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
• Makes decisions and completes assignments and tasks in a timely manner

Licenses or Certifications

• N/A

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. 

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division. 

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations. 

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.