Job Title: Retail Operations Manager

Department: Retail Sales

Supervisor: Director, Retail Sales

FLSA Status: Non-Exempt

Supervises: 4-10 (during peak season)

Position Status: Regular/Full-Time (35+ hours/week)

LJA Mission Statement:

The mission of Lake Junaluska is to be a place of Christian hospitality where lives are transformed through renewal of soul, mind and body.

Essential Functions

• Primary responsibility is to manage the daily operations of all retail outlets.
• Must possess excellent hospitality skills and a strong desire to foster an attitude of Christian hospitality to “exceed guest expectations”. Serves as point of contact for hospitality and guest services departments.
• Responsible for managing the following:
• Opening and Closing Procedures
• Staff daily work flow
• Weekly Scheduling
• Inventory Management/Accuracy
• Point of Sale transactions, approve refunds/voids
• Stocking & re-ordering food & drink inventory & supplies
• Verify deposits and submit to Accounting
• Implement change orders (cash) for all locations-throughout the day
• Equipment cleaning and maintenance
• Hotel markets-stocking, re-ordering and cleanliness
• Baking Pastries & Recipe Book updates
• Guest special orders & shipments
• Implement methods to achieve/surpass sales goals
• Cross-selling and up-selling, reinforce ‘sales’ approach initiatives with staff
• Assist with Hiring Process
• Training-ongoing and new staff
• Annual Inventory
• Ensure orderliness & cleanliness of store and display presentations meet the standards one would expect from a premier hospitality organization.
• Responsible for the frequent review of coffee shop inventory & re-stocking of food & supplies. Frequent visits to hotel markets to rotate stock, review inventory needs and deliver merchandise.
• Order and pick-up supplies from local vendors.
• Ensure accuracy with receiving & checking in of inventory against purchase orders, properly pricing incoming products & placing on sales floor, restocking merchandise to maintain fullness of displays, and maintaining appropriate signage throughout the store.
• Lead the operations of the coffee bar-preparing and crafting beverages, selling food items, operating POS system.
• Provide overall leadership in the department to consistently strive to deliver quality service and meet company hospitality standards.
• Comply with all safety policies, practices and procedures and report any unsafe activities or conditions immediately to supervisor or the Human Resources department.
• Perform other duties and responsibilities as assigned and required.

Knowledge, Skills and Abilities

• A combination of education and experience equivalent to an Associate’s or Bachelor’s degree in Business, Hospitality Management and a minimum of 3+ years successful Retail or Food Service management experience. Hospitality experience strongly desired.
• Excellent time management skills.
• Above average math skills required. Must exhibit accuracy and ability to be detail oriented with all reporting and transactions.
• Must have ability to communicate clearly and effectively. Demonstrated client relation skills, and a commitment to providing responsive and conscientious customer service.
• Working knowledge and experience with POS and inventory management systems.
• Proficient with Microsoft Office and Outlook.
• Should be highly motivated, team oriented and able to motivate staff of all ages.
• Must be flexible and able to adapt to changing needs, multiple task demands, and work structures.
• Ability to find solutions to unexpected challenges.
• Ability to read and comprehend instructions, short correspondence, emails, and memos.
• Ability to effectively present job related information upon request to customers, clients, and employees of the organization.
• Proven organizational skills and interpersonal skills are required.
• Ability to interact with a wide range of people in varied situations, and calmly and professionally address guest complaints or concerns.
• Able to receive a variety of customer, client and employee questions, and know where and how to resource information to provide accurate and timely responses.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule formats.
• Must be dependable and willing to work a flexible schedule including nights, weekends, holidays and OT when necessary.
• Local travel required. Must have a valid driver’s license and be willing to transport supplies with reimbursement for mileage.

Working conditions

• Moderate physical activity performing at times strenuous type work.
• Well-lighted, heated and/or air-conditioned retail store setting with adequate ventilation; moderate noise.
• Physical demands: able to lift, push, pull or otherwise reposition up to 50 pounds, manual dexterity sufficient to reach, and handle items to include hot equipment.
• Works with the fingers and perceives attributes of objects and materials
• Climb, balance, stoop, kneel; frequently moves about, able to stand and walk for extended periods
• At times, be outdoors in all weather conditions.
• Vision: must be able to see close with good vision to perform daily duties.