Senior Retail Manager

Description

Job Description Summary

Responsible for overseeing the retail services operations at Agua Caliente Casino Resort Spa including logo shop and box office. Will work closely with the Director of Hotel Operations and casino management in the ongoing administration of the retail shop and will coordinate and work closely with special events staff to ensure accurate and appropriate management of box office activities. Will manage proper guest phone etiquette and guest service standards of all team members in the department. Will work to develop guest loyalty, provide superb customer service and respond to guest requirements.

Essential Duties and Responsibilities (other duties may be assigned)

• Enforces all standard operating procedures and cash handling procedures.
• Hiring, scheduling and training of retail, box office.
• Coordinates, directs and evaluates all retail clerks, box office personnel in the areas of policies, procedures and overall job performance.
• Oversees the purchase, inventory and stocking of all retail merchandise as well as box office supplies.
• Monitors inventory to assure proper par levels of all departmental materials.
• Provides ongoing inventory reports and other reports as designated by management.
• Supervises staff relationship with customers.
• Recommends changes for improvement in the overall operation of retail operations.
• Evaluates staff for proper guest etiquette and proper call handling procedures.
• Creates and maintains set of policies and guidelines for all team members.
• Provide excellent guest service to both guest and internal clients.
• Must comply with all applicable ACCRS and SRC System of Internal Controls, Standard Operating Procedures and all Tribal Regulations.
• Sell tickets for headline concerts, entertainment events, special events and promotions

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization policies and applicable laws. Responsibilities include assisting with interviewing, hiring and training employees; planning, assisting and directing work; appraising performance; rewarding and disciplining employees with prior approval from the Director of Hotel Operations, addressing complaints and resolving problems.

Access to Sensitive Areas and Information

As per the ACGC Access Matrix.

Signatory Ability

Forms related to retail operations

Complimentary vouchers

Qualifications

Required Education and/or Experience

• High school diploma or G.E.D.
• Five to seven years customer service experience and/or training or equivalent combination of education and experience.
• Five to seven years of Retail supervisory experience.
• Ability to work with all departments and have excellent customer service skills.
• Must be proficient in Microsoft Office Suite.
• Must be able to communicate in English.

Working Conditions/Physical Demands

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/workstation for the duration of the shift.  Must be able to work in a smoke-filled environment.

Typically, the individual will be housed in an office environment.  The noise level in the work environment is usually moderate but will escalate when located in the casino environment.  Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.