Retail / Gift Shop Manager – Kona Village | Rose Wood

Job Description

Responsible for overall management of Gift Shop operation while maintaining quality standards and maximizing profitability.

  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Manage day to day operation of gift shop department through activities including, but not limited to staffing, payroll and scheduling.
  • Select, purchase, price and monitor gift shop items and recommend changes.
  • Monitor inventory levels to ensure maximum profits.
  • Supervise displays within shop.
  • Prepare, maintain and control yearly operating budget.
  • Interview, select, counsel, and discipline staff in accordance with hotel philosophy and policies.
  • Assist with development of all training-related materials and train Gift Shop staff and all hotel employees in Gift Shop procedures.
  • Prepare and control all financial reports including, but not limited to budgets and forecasts.
  • Attend Rooms Division and Department Head meetings. Conduct meetings regularly within the department.
  • Resolve all guests’ complaints in a timely manner.
  • Interact in courteous and professional manner with all guests, staff and community members.
  • Respond in courteous, professional and rapid manner in order to resolve all guest and staff dificulties.
  • Apply principles of logical thinking to a wide range of nonstandard intellectual and practical problems in order to perform and direct many varied and complex tasks.
  • Supervise, direct, coordinate, influence and persuade staff in order to maintain service standards of hotel.
  • Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving staff and guest complaints.
  • Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
  • Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
  • Maintain clean and safe work area.
  • All other duties as required.
Experience:  Minimum three years’ experience in retail industry including experience in merchandising and inventory control; minimum of one-year supervisory experience.
Education:   High school diploma.
General Skills:    Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a 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 hotel data.
Technical Skills: 
  • ability to negotiate and persuade guests in the purchase of merchandise; ability to operate a cash register; 
  • ability to prepare requisition forms for departmental supplies;
  • ability to prepare requisition forms for departmental supplies;
  • ability to add and subtract three-digit numbers. 
  • ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces; 
  • ability to maintain good relations with staff and guests; 
  • ability to comprehend and follow instructions, to make decisions without supervision and to prioritize tasks in order to meet appropriate deadlines; 
  • ability to memorize, recollect and quickly retrieve dates, names, times and other data; 
  • ability to converse calmly with irate guests, superiors and subordinates in sometimes intense emotional situations;
  • ability to focus and maintain attention to the performance of tasks despite periods of interruptions;
  • ability to attend and participate in departmental and hotel-wide meetings.
Language: Required to speak, read and write English, with fluency in other languages preferred.
Physical Requirements: Must be able to exert physical effort in transporting 25 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
Licenses & Certifications: None required.