Hotel Retail Manager (65803)

Catawba Two Kings Casino•Kings Mountain, NC

20d

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. The store carries 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 properly staffed, stocked, presented, and operated to 4-star casino resort standards. The role oversees sales performance, inventory accuracy, shrink control, vendor coordination, POS procedures, team training, and guest service. The manager coordinates with the Catawba Cultural Center to ensure cultural merchandise and artwork are selected, displayed, and represented appropriately. The position also supports pre-opening setup if applicable, including product sourcing, vendor coordination, store layout planning, SOP development, 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 merchandise.
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, product displays, and approvals when applicable; ensure cultural items are presented respectfully and accurately.
Manage sales goals, revenue performance, gross margin, cost of goods, shrink control, inventory levels, operating expenses, and monthly reporting.
Track KPIs including sales, average transaction value, inventory turns, shrink, margin performance, and guest feedback.
Oversee ordering, receiving, pricing, stocking, product rotation, inventory counts, vendor follow-up, receiving documentation, and product records.
Monitor sales trends, product movement, guest demand, and seasonal opportunities to improve retail performance.
Maintain secure 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, supervise, coach, and manage retail team members to ensure service consistency, product knowledge, accountability, and sales performance.
Train team members in guest engagement, suggestive selling, cultural merchandise awareness, and service recovery.
Ensure accurate use of POS and inventory management systems, including transactions, refunds, discounts, price changes, inventory adjustments, and reporting.
Partner with Hotel Operations, Finance, Purchasing, Marketing, Security, Surveillance, Casino Operations, IT, and the Catawba Cultural Center as needed.
Deliver an elevated retail experience for hotel guests, casino guests, VIP guests, and premium players.
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/inventory-system setup.
Maintain confidentiality of guest information, VIP purchases, sales data, vendor pricing, and operational information.