Retail Operations Manager

Black Desert Resort; Ivins (UT); On-site; USD 60,000 - 90,000; Full time

Job summary

Black Desert Resort in Ivins, UT is seeking a Retail Manager to lead and develop the golf shop team, elevating product knowledge, guest service, and sales performance. You will partner with the Vice President of Retail and General Manager on daily operations, merchandising execution, and inventory controls to drive revenue and margin for the property.

Responsibilities include interviewing, hiring, training, and supervising associates; planning work, evaluating performance, and enforcing service

Qualifications

• Bachelor's degree in a related field and 1-2 years of related experience and/or training, or an equivalent combination of education and experience.
• Regularly stands, walks, reaches with hands and arms, talks or hears.
• Occasionally sits, climbs, balances, stoops, kneels, crawls or crouches.

Responsibilities

• Lead, develop, and supervise retail associates, setting standards for performance, product knowledge, and guest service.
• Interview, hire, train, and supervise associates in accordance with company policies and guidelines.
• Plan, assign, and direct work; evaluate performance; reward and discipline associates; address performance issues; and resolve associate and guest complaints.
• Ensure effective orientation for each new associate and develop ongoing training programs covering product knowledge, service standards, and sales technique.
• Sell and maintain golf shop merchandise and drive retail sales and revenue through guest engagement.
• Coordinate displays and events to maximize revenue, profit, and guest experience.
• Manage vendor invoicing, including matching invoices to purchase orders and receiving records in YellowDog, resolving discrepancies, coding invoices accurately.

Skills

People leadership

Guest service excellence

Merchandising

Sales optimization

Inventory management

Education

Bachelor's degree in related field

Tools

IMS - YellowDog

Job description

Overview

Leads and develops the retail team at Black Desert Resort's golf shop, setting the standard for product knowledge, guest service, and sales performance. Partners with the Vice President of Retail and General Manager on day-to-day retail operations, merchandising execution, and inventory controls, ensuring merchandising priorities follow the established merchandise plan and the standards of the facility, to drive revenue and margin goals for the property.

Experience Required

• Bachelor's degree in a related field and 1-2 years of related experience and/or training, or an equivalent combination of education and experience.
• Regularly stands, walks, reaches with hands and arms, talks or hears.
• Occasionally sits, climbs, balances, stoops, kneels, crawls or crouches.
• Frequently uses hands.
• Frequently lifts up to 25 pounds.
• Regularly lifts up to 50 pounds.

Essential Responsibilities

• Lead, develop, and supervise retail associates, setting standards for performance, product knowledge, and guest service.
• Interview, hire, train, and supervise associates in accordance with company policies and guidelines.
• Plan, assign, and direct work; evaluate performance; reward and discipline associates; address performance issues; and resolve associate and guest complaints.
• Ensure effective orientation for each new associate and develop ongoing training programs covering product knowledge, service standards, and sales technique.
• Train staff on product knowledge, including features, fit, and care of key categories and seasonal assortments, and on guest service standards.
• Drive team performance toward sales, service, and revenue goals, and partner with property leadership on associate records and department administration.
• Maintain effective stock levels in designated items and categories and ensure stock presentations are appropriate for all seasons.
• Oversee receiving, pricing, and organization of orders, ensuring proper processes are followed for IMS - YellowDog, and monitor inventory levels.
• Ensure proper procedures are followed for all special orders and group orders, as well as orders with Retail Partners for operational departments.
• Manage physical inventory across the golf shop and stock rooms, including cycle counts, monthly and annual physical inventory, reconciliation of variances, shrink prevention, and reorder planning.
• Ensure the retail shop, retail office, and stock rooms are kept neat and organized.
• Ensure replacement and return policies are adhered to, including processing and tracking retail transfers and RAs.
• Follow up on past due orders and ensure canceled orders are communicated in a timely manner.
• Manage vendor invoicing, including matching invoices to purchase orders and receiving records in YellowDog, resolving discrepancies, coding invoices accurately, and submitting them to accounting.
• Set and uphold guest service standards across the retail team to ensure a superior member and guest experience.
• Sell and maintain golf shop merchandise and drive retail sales and revenue through guest engagement.
• Support, organize, and execute displays and events to maximize revenue, profit, and guest experience.
• Coordinate markdowns, transfers, and special promotions with the General Manager and Vice President of Retail.
• Respond to and resolve guest comments and concerns related to retail operations.
• Present merchandise in attractive displays that adhere to established visual merchandise standards.
• Compile and monitor daily sales forecasting reports.
• Monitor business volume forecasts and plan accordingly for manpower, productivity, costs, and expenses.
• Partner with the Vice President of Retail and General Manager on retail strategy, including product assortment, inventory controls, and execution of merchandise standards.
• Ensure merchandise priorities and tactics follow the established merchandise plan and facility standards.
• Monitor sales trends throughout the season and recommend adjustments to the Vice President of Retail.
• Identify and initiate changes to improve retail operations and performance.
• Maintain regular and reliable attendance.