Gift Shop and Amenities Manager

Virginia Zoological Society•Norfolk, VA

8d•Onsite

About The Position

The Gift Shop and Amenities Manager brings creative vision and operational leadership to the Virginia Zoo’s retail and amenities programs. This role oversees product selection that aligns with the Virginia Zoo’s mission of sustainability, ensuring guests have access to quality, affordable items that enhance their visit. The Manager is responsible for researching and selecting vendors that meet sustainability best practices, managing inventory, recruiting and developing staff and overseeing daily operations for both retail and amenities. The position plays a key role in delivering exceptional guest experience through thoughtful merchandising, efficient operations, and mission-aligned product offerings.

Requirements

Bachelor’s degree in Business Management, Retail, Merchandising, or a related field, or equivalent experience.
Five years of retail experience, including supervisory responsibilities.
Retail merchandising experience required.
Product buying and selection experience required.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Demonstrated excellence in sales and guest service.
Strong attention to detail and ability to maintain organized operations.
Proven ability to meet deadlines in a fast-paced environment.
Ability to analyze issues and develop effective solutions.
Strong leadership skills with experience guiding staff.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to function well in a fast-paced and sometimes stressful setting.
Proficient with Microsoft Office Suite or related software.
Confident, energetic, and self-motivated with a commitment to outstanding guest service.
Ability to maintain a professional appearance and manner.
Able to work indoors and outdoors in all weather conditions.
Ability to pass a background check
Valid Drivers License

Nice To Haves

Sales forecasting experience strongly preferred.
Gift Shop management experience within a visitor attraction, museum, or amusement/theme park

Responsibilities

Responsible for the buying and selection process of new products in the gift shop.
Identifies opportunities to improve and maximize gift shop sales.
Establish and maintain an effective replenishment process.
Maintain a well-organized stock inventory.
Complete full inventory audit quarterly.
Develops marketing programs and promotions to increase sales and/or introduce new products.
Maintain knowledge of market and best practices and trends in sales techniques and strategies.
Oversee successful opening and closing operations of Train & Gift Shop.
Plans and executes product placement and visuals merchandising.
Provides detailed analysis of forecast trends.
Manages and monitors secure handling of cash, including end-of-day and till reconciliation.
Resolve guest issues promptly and effectively.
Coordinates maintenance for Mini Melts, strollers, scooters, and other contracted services utilized by the gift shop.
Shares responsibility for the successful operation and management of Zoo Amenities.
Accurately tracks and reports train rider data.
Recruits, interviews, hires, and trains new amenities staff.
Oversee the daily workflow of the department.
Provides constructive and timely performance evaluations.
Manages discipline and termination of employees in accordance with company policy.
Manages staff scheduling, timecards, and timecard submissions.
Performs other duties as assigned.