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Retail Operations Manager

2 months ago

SaintCésairedeGauzignan, Occitanie, United States Great Wolf Lodge Full time
Job Summary

We are seeking a highly skilled and experienced Retail Operations Manager to join our team at Great Wolf Lodge. As a key member of our leadership team, you will be responsible for overseeing the daily operations of our retail and attractions departments.

Key Responsibilities
  • Supervise and manage the daily operations of our retail and attractions departments, ensuring seamless execution of all lodge safety and service standards.
  • Provide coaching, encouragement, and recognition to team members to enhance their performance and job satisfaction.
  • Understand and champion Great Wolf Lodge's policies and procedures, collaborating with department and lodge leadership to drive performance and achieve business objectives.
  • Respond to guest inquiries and concerns, escalating feedback to leadership as necessary.
  • Ensure the completion and proper communication of guest requests and concerns to the appropriate department.
  • Participate in scheduling, labor management, and forecasting to optimize staff utilization and productivity.
  • Conduct daily stand-up meetings with team members to prioritize tasks and facilitate feedback.
  • Monitor team performance, providing real-time feedback and coaching to drive improvement.
  • Ensure retail outlets and attractions are organized and properly stocked for daily operations, adhering to safety standards.
  • Participate in recruitment and selection of talent for retail and attractions departments.
  • Partner with department leaders to develop and execute action plans related to guest service and team engagement.
  • Participate in performance management, including employee reviews, corrective action, investigations, and conflict resolution.
  • Maintain a high-quality operation by ensuring service excellence, adequate inventory levels, and equipment maintenance.
Requirements
  • High School diploma or equivalent required; Associate's degree or higher in hospitality or related field preferred.
  • Minimum 1 year of previous experience in retail or hospitality leadership role.
  • Experience with Microsoft Office and general software systems; proficiency in Excel, Word, and Outlook.
  • Demonstrated customer service, conflict resolution, employee engagement, retention, and team building skills.
  • Ability to work flexible schedule, including nights, weekends, and holidays as needed.