Hotel Retail Manager
About The Position
The Hotel Retail Manager is responsible for the daily operation, merchandising, inventory control, financial performance, and guest experience of the Two Kings Casino retail store in Kings Mountain, North Carolina. The store offers Catawba artwork and cultural merchandise, sundries, grab-and-go items, beverages, Two Kings Casino branded merchandise, and high-value items for premium guests. The manager ensures the store is staffed, stocked, presented, and operated to 4-star casino resort standards, while coordinating with the Catawba Cultural Center to ensure cultural merchandise and artwork are selected, displayed, and represented appropriately. The role oversees retail sales performance, inventory accuracy, shrink control, vendor coordination, point-of-sale procedures, team training, and guest service. It manages product ordering and handling, retail procedures and controls, team performance, and collaboration with hotel, casino, and support departments. The manager may also support pre-opening setup, including product sourcing, vendor coordination, store layout, procedures, staffing, inventory build, and POS and inventory system setup.
Requirements
- Minimum 3–5 years of retail management experience in a casino resort, luxury hotel, resort retail, premium retail, or high-volume retail environment.
- Experience managing retail sales goals, inventory controls, shrink, product ordering, merchandising, and team leadership.
- Must be able to obtain a Catawba Gaming License.
- Bachelor’s degree in Hospitality Management, Business Administration, Retail Management, or a related field preferred; equivalent experience is acceptable.
Nice To Haves
- Experience with high-value merchandise, branded merchandise, cultural merchandise, artwork, or luxury retail.
- Pre-opening experience.
- Bachelor’s degree in Hospitality Management, Business Administration, Retail Management, or a related field.
Responsibilities
- Direct daily retail operations, including guest service, merchandising, staffing, inventory control, product presentation, and financial performance.
- Oversee product categories including Catawba artwork and cultural merchandise, sundries, grab-and-go items, beverages, Two Kings Casino branded merchandise, and high-value retail items.
- Maintain a clean, organized, fully stocked, guest-ready store aligned with 4-star casino resort standards.
- Coordinate with the Catawba Cultural Center on cultural merchandise, artwork, display, and approvals when applicable.
- Manage sales goals, revenue, gross margin, cost of goods, shrink control, inventory levels, operating expenses, and monthly reporting.
- Oversee ordering, receiving, pricing, stocking, product rotation, inventory counts, and vendor follow-up.
- Monitor sales trends, product movement, guest demand, and seasonal opportunities to improve retail performance.
- Maintain controls for high-value merchandise, including secure display, inventory tracking, limited access, and loss prevention procedures.
- Develop and maintain retail SOPs, cash-handling procedures, opening and closing procedures, and inventory control processes.
- Hire, train, schedule, coach, supervise, and manage retail team members to support service consistency, product knowledge, accountability, and sales performance.
- Ensure accurate use of POS and inventory management systems, including transactions, refunds, discounts, inventory adjustments, and reporting.
- Partner with Hotel Operations, Finance, Purchasing, Marketing, Security, Surveillance, Casino Operations, IT, and the Catawba Cultural Center as needed.
- Handle guest concerns, product issues, returns, exchanges, special requests, and service recovery professionally and promptly.
- Support pre-opening setup if applicable, including product sourcing, vendor coordination, store layout planning, SOP development, staffing, inventory build, and POS and inventory system setup.
- Maintain confidentiality of guest information, VIP purchases, sales data, vendor pricing, and operational information.
- Track retail KPIs, including sales, average transaction value, inventory turns, shrink, margin performance, and guest feedback.
- Train team members on product knowledge, guest engagement, suggestive selling, cultural merchandise awareness, and service recovery.
- Deliver an elevated retail experience for hotel guests, casino guests, VIP guests, and premium players.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
