Gift Shop Assistant Manager - Lead Merch & Guest Experience

Live! Casino & Hotel Maryland; Hanover (MD); On-site; USD 41,000 - 56,000; Full time

Benefits offered by this job

Comprehensive health coverage for all,

Free Life Insurance

Disability insurance

Retirement savings options

Paid Time Off

Tuition Reimbursement

On-site Wellness center (Maryland)

Job summary

Live! Casino & Hotel Maryland seeks an Assistant Retail Manager for the Gift Shop to lead daily operations, drive guest service excellence, and mentor a high-performing team on the shop floor. You will assist the Retail Manager with merchandising, scheduling, and sales initiatives while maintaining standards and ensuring a welcoming guest experience.

The role requires strong leadership, effective communication, and a focus on operational excellence in a fast-paced casino retail environment.

Qualifications

• High School Diploma or GED equivalent.
• Retail customer service or supervisory experience preferred.
• 2–4 years of retail experience with at least 1 year in leadership.

Responsibilities

• Oversee daily Gift Shop operations and serve as Manager on Duty in the absence of the Retail Manager.
• Support recruitment, onboarding, training, coaching, development, and performance management of Team Members.
• Provide ongoing feedback, conduct performance discussions, and foster a positive, engaged team culture.
• Develop and maintain staffing schedules aligned with business demands, service standards and labor budgets.
• Monitor inventory levels, maintain accuracy, support purchasing decisions, and reduce shrinkage through controls.
• Ensure visual merchandising, promotions, and store presentation standards are maintained.
• Coordinate events, promotions, and marketing initiatives with internal departments and corporate teams.
• Analyze sales performance, inventory trends, operational metrics, and KPIs to identify improvement opportunities.
• Ensure compliance with policies, safety, gaming regulations, and procedures.
• Resolve guest concerns, deliver service recovery, and enhance guest experience.
• Assist with vendor relations and buying opportunities, and perform other duties as assigned.

Skills

Leadership & coaching

Guest service excellence

Communication

Organizational skills

Analytical thinking

Data interpretation

Confidentiality

Retail operations

English proficiency

Education

High School Diploma or GED

Tools

Retail POS systems

Job description

Live! Casino & Hotel Maryland seeks an Assistant Retail Manager for the Gift Shop to lead daily operations, drive guest service excellence, and mentor a high-performing team on the shop floor. You will assist the Retail Manager with merchandising, scheduling, and sales initiatives while maintaining standards and ensuring a welcoming guest experience.

The role requires strong leadership, effective communication, and a focus on operational excellence in a fast-paced casino retail environment.