Shift Manager

Dufry Careers; New York (NY); On-site; USD 35,817 - 39,950; Full time

Benefits offered by this job

Health, dental and vision insurance

Generous paid time off

Holiday pay

Employee discounts across all brands

Employee assistance program

Training and career growth

Referral program

Job summary

The Empire State Building location is seeking a Retail Shift Manager to support management in delivering outstanding customer experiences. You will ensure operational readiness by maintaining cleanliness, staffing appropriately, and adhering to brand standards and policies throughout shifts.

You will coach hourly associates, manage timekeeping and labor compliance, and lead by example in delivering high-quality customer service and visually appealing merchandise displays within book retail

Qualifications

• Requires 2+ years of retail and/or customer service experience.
• Requires minimum 6 months of supervisory or lead experience in retail or customer service.
• Book retail experience or active reading interest preferred.

Responsibilities

• Execute SOPs during shifts and coach hourly associates to maintain standards.
• Keep merchandise displays clean, stocked, and visually appealing; report maintenance needs.
• Review timekeeping, monitor overtime to comply with labor laws and budgets.
• Assign tasks and ensure rest breaks and meals comply with labor regulations.
• Provide coaching to improve performance and uphold brand standards.
• Operate POS and process transactions in line with cash handling policies.
• Monitor inventory levels, assist with receiving, report discrepancies and stockouts.
• Train staff on brand standards and visual merchandising; ensure planograms are followed.
• Execute planogram changes and seasonal displays to maintain brand relevance.
• Deliver excellent customer service and create compelling displays for book products.
• Coach on product knowledge and customer engagement; recognize strong performance.

Skills

Retail experience

Supervisory experience

Cash handling

POS systems

Customer service

Visual merchandising

Attention to detail

Staff coaching

Tools

POS systems

Retail management software

Job description

Opportunity, growth, and meaningful rewards! We offer:

• Health, dental and vision insurance
• Generous paid time off (vacation, flex or sick)
• Holiday pay

Employee discounts across all company brands.

Employee assistance program.

• Training and exciting career growth opportunities
• Referral program – refer a friend and earn a bonus

Benefits may vary by position so ask your recruiter for details.

Advertised Compensation: $26.10 - $29.36 an hour

Purpose

The Retail Shift Manager at The Empire State Building assists location management in executing retail operations to ensure optimal customer experiences. This role is responsible for maintaining operational readiness through exceptional cleanliness, proper staffing, and adherence to high retail and operational standards using prescribed policies and procedures.

Essential Functions

• Executes established Standard Operating Procedures (SOPs) during assigned shifts by conducting regular operational checks, ensuring compliance with brand standards, and documenting any deviations for management review; holds hourly associates accountable for following operational protocols while providing immediate coaching and support to maintain consistent standards within assigned areas.
• Ensures merchandise displays remain appropriately clean, stocked, and visually appealing throughout shifts while monitoring equipment functionality and reporting maintenance needs to operations management.
• Reviews and approves timekeeping punches for assigned shifts and monitors overtime accumulation of hourly team members to ensure compliance with labor laws and operational budget objectives.
• Assigns work tasks and activities to associates while ensuring all associates take mandated rest breaks and meal periods in compliance with labor regulations.
• Escalates performance concerns to leadership as appropriate while providing coaching and guidance to associates to improve performance and maintain operational standards.
• Operates POS systems and processes transaction voids while following all company cash handling policies and maintaining proper cash security protocols at all times during shifts.
• Monitors inventory levels, assists with merchandise receiving, and processes invoices accurately while reporting inventory discrepancies and stock‑out situations to management.
• Ensures compliance with all company retail policies and procedures while training staff on brand standards and monitoring adherence to visual merchandising standards.
• Executes planogram changes as directed and oversees seasonal book displays and promotional setups to maintain brand compliance and thematic relevance.
• Delivers exceptional customer service through knowledgeable, professional staff while creating compelling displays for thematic and locally relevant book products within brand guidelines.
• Coaches associates on product knowledge and customer engagement while recognizing strong performance, resolving customer issues using sound judgment, and motivating team members to meet customer experience standards.

Reporting Relationship & Role Information

• The Retail Shift Manager I reports to the Store Manager or Retail Multi‑Unit Manager within the assigned location.
• This is a non‑exempt position under the Fair Labor Standards Act.
• Requires ability to work shifts during various operating days and hours each week including opening, busy periods, and closing to monitor retail associates' work activities.
• May serve as Manager on Duty (MOD) during assigned shifts, ensuring operational readiness, addressing escalated issues, and representing store leadership.

Minimum Qualifications, Knowledge, Skills, and Work Environment

• Education and Experience:
  • Requires 2+ years of retail and/or customer service experience.
  • Requires minimum of 6 months of supervisory or lead experience in retail, specialty retail, or customer service environment.
  • Book retail experience or active reading interest preferred.
• Specialized Training:
  • Basic math skills and cash handling experience.
  • Knowledge of federal, state, and local safety and health standards, and procedures to comply with retail regulations.
  • Experience with POS systems and retail management software.
• Product knowledge relevant to assigned retail category with ability to make customer recommendations, or ability to develop this expertise quickly after hire.
• Strong attention to detail, effective communication skills, and ability to maintain operational standards while supporting team performance during assigned shifts.
• Understanding of visual merchandising principles, planogram execution, and retail display standards specific to book retail environments.
• Ability to speak, read, and comprehend instructions, correspondence, and policy documents while conversing comfortably with customers and providing excellent customer service.
• Knowledge of retail inventory management, loss prevention procedures, and merchandise handling protocols.

Avolta, including Dufry, HMSHost Corporation, Hudson, and affiliates (“the Company”), is an equal opportunity employer. It is the Company’s policy to ensure equal employment opportunity in all aspects of employment and to comply with anti‑discrimination laws and regulations. The Company prohibits discrimination and harassment of any type and provides equal opportunities to applicants and team members without regard to actual or perceived race, color, creed, age, religion, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, national origin, disability, military service and veteran status, ancestry, citizenship status, marital status, protected medical condition as defined by applicable state or local law, genetic information, or any other basis protected by applicable federal, state or local laws and ordinances (referred to as “protected characteristics”).

Nearest Major Market: Manhattan

Nearest Secondary Market: New York City