Dutch Wonderland Retail Manager

Story Land; Lancaster, Northern (Lancaster County, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Team member benefits

Job summary

Dutch Wonderland is seeking a Retail Manager to oversee all Retail and Rentals operations, driving revenue across channels while leading a dynamic team. The role emphasizes mentoring staff, managing budgets, and ensuring strong guest service and compliance with park standards.

Ideal candidates will have 3-5 years of retail or merchandising experience, a related Bachelor’s degree, and fluency in English; Spanish is a plus. The position will be based in the park with on-site responsibilities.

Qualifications

• Bachelor’s degree in business management, marketing, merchandising, or related discipline desired.

Responsibilities

• Oversee Retail and Rentals teams and related programs to maximize in-park revenue.
• Mentor and coach assigned team members; manage scheduling and performance.
• Control departmental budgets and spending; identify revenue and cost-saving opportunities.
• Ensure compliance with policies, procedures, and safety standards.
• Maintain accurate inventory and coordinate with vendors and buyers.
• Interact with guests, address concerns, and uphold high service levels.

Skills

Leadership

Team management

Budget management

Inventory control

Vendor relations

Customer service

Microsoft Excel

Communication

Education

Bachelor's degree in business management or related field

Tools

Microsoft Word

PowerPoint

POS systems

Job description

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with over 40 leading attractions and immersive experiences that reach audiences worldwide. While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®

Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

The Retail Manager oversees all aspects of Retail and Rentals at Dutch Wonderland. This position is responsible for the strategic planning and oversight of programs and initiatives to maximize in-park revenue across all revenue generating channels for retail and rentals.

We are currently looking for a:

Roles & Responsibilities:

Supervisory Duties:

• Manage all aspects of the Retail and Rentals teams, along with any other assigned business units
• Act as an approachable mentor and coach to all assigned team members
• Manage and control all financial aspects of assigned departments while maximizing revenue and cost savings opportunities; maintain constant vigilance over departmental spending and budgets
• Act as a strategic visionary to implement measures that will favorably impact process, people, and/or profit
• Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests
• Become knowledgeable of performing the essential duties of all retail and rentals positions and backfill these positions when needed
• Participate in all aspects of supervision of assigned employees, including hiring, orientation, training, performance coaching, and discipline
• Ensure that all required meal and other breaks are being given in accordance with PA law
• Assist with team scheduling and timekeeping activities

Departmental Duties:

• Oversee the purchase and receiving process, and product flow through the warehouse, including purchase orders, ticketing, counts, store movement and replenishment
• Execute audits and physical inventories for the facility, along with monitor and analyze results
• Work with vendors to create and approve custom artwork and products, analyze sales and inventory reports to make informed, data-based buying decisions
• Facilitate physical inventory process of retail merchandise
• Work with Merchandise support partners and buyers to proactively create, implement and manage strategies that ensure effective product flow and stock levels to minimize stock loss and maximize sales, and make shop plan adjustments as needed
• Interact with guests on a face-to-face basis, answering questions, asking for feedback, and promptly addressing concerns.
• Maintain and submit accurate inventories for Retail in coordination with Revenue Director
• Assist the Revenue Director with Food and Beverage inventories, as needed
• Compare invoices with price sheets and monitor returns for credits
• Monitor POS menus throughout park to ensure pricing and items are accurate
• Ensure all Revenue areas maintain acceptable cleanliness and safety standards, as established by state and local governing agencies
• Develop working relationships with external retail vendors and suppliers
• Perform administrative duties including assisting with entering daily revenue, typing, preparing reports, and ordering supplies in coordination with revenue and park leadership
• Generate financial/operating reports and perform in-depth studies of annual sales, attendance logs, inspections, and labor costs
• Ensure compliance with all PCI related standards, policies and procedures
• Communicate, govern and reinforce department visual display and general shop appearance standards in accordance with department guidelines
• Assist in other areas of park operations, as needed
• All other duties as assigned by leadership

Education & Experience:

High School Diploma desired; Equivalent work experience will be considered

Bachelor’s degree in business management, marketing, merchandising, or related discipline highly desired

3-5 years of previous retail or merchandising work experience

1-2 years of previous supervisor experience leading a team of employees

Previous amusement park, theme park, or waterpark experience a plus

Language: Ability to read, write, and speak fluent English; Spanish or other bilingual language skills are a plus.

Requirements:

• Must be at least 18 years of age to comply with PA Child Labor Laws
• Ability to work flexible schedule, including evenings, weekends, and holidays
• Ability to work flexible hours that extend beyond 9am to 5pm
• Ability to comply with all uniform policies
• Valid driver’s license with a good driving record
• Ability to operate various motorized vehicles, including trucks, golf carts, forklifts, etc.
• Ability to speak with guests directly to resolve any guest concerns
• Ability to cultivate and maintain relationships with internal and external stakeholders
• Must possess strong leadership and employee motivations skills
• Must possess proficiency with Microsoft Excel, Word, and Power Point.
• Strategic vision and ability to “think out of the box”
• Ability to handle high-pressure situations, meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment.
• Must possess strong written and verbal communication skills
• Must possess strong attention to detail and problem-solving abilities

Physical Requirements:

• Ability to stand, walk, and remain on feet for majority of the workday
• Ability to frequently stoop, twist, kneel, bend, squat, or reach above shoulders
• Ability to use a step ladder in a safe and proper manner
• Ability to remain sedentary for extended periods of time, while using a computer
• Ability to carry, push, pull, lift, and hold objects weighing 40 pounds or more

Working Conditions:

• This role will be based in both an office setting as well as all park retail locations
• Subject to frequent interruptions and requests that may require reprioritization of activities
• Frequent exposure to the variable outside temperatures, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions
• Some exposure to dust and chemical cleaning agents
• Team member benefits: Our 20,000+ hosts across North America are the heartbeat of our diverse and growing company. In keeping with our company values, we nurture a balance between work and family, strive to promote 70% from within and support each host’s efforts to develop a fulfilling and rewarding career