Director of Retail Operations and Attractions

3 weeks ago

Chicago, Illinois, United States Great Wolf Lodge Full time
Job Summary:

The Director of Retail Operations and Attractions is a key leadership role responsible for driving operational excellence and maximizing profitability in our retail, attractions, and entertainment departments. This individual will serve as the voice and advocate of operational needs from the field to the corporate support team, ensuring seamless execution of new programs and strategies.

Key Responsibilities:
  1. Financial Performance Review
    Conduct comprehensive financial reviews to assess performance against budget and forecast. Identify key drivers of performance and develop actionable plans to monitor and follow up on actions for Retail, Attractions, and Entertainment departments.
  2. Standard Operating Procedures and Brand Standards
    Ensure adherence to operating hours, labor scheduling, and productivity. Validate training standards and visual presentation in stores. Maintain service and sales levels, inventory management, and cleanliness. Ensure adherence to stocking and inventory management guidance. Oversee preventative and corrective maintenance, store conditions, and sales/promotional strategies. Ensure adherence to schedules, service, and performance standards in Kid's Entertainment.
  3. Operational Strategy and Execution
    Provide operational insights into corporate strategy and develop SOPs for new initiatives. Ensure effective execution of operational guidelines in the field.
  4. Operational Standards and Procedures
    Establish and update operational standards and procedures for consistency, efficiency, and compliance across all retail locations.
  5. Business Action Plans
    Develop and implement business action plans in collaboration with the VP of Retail and Management. Optimize operational performance in retail stores, focusing on inventory management, staffing, customer service, and store maintenance.
  6. Coaching and Training
    Coach and train field staff, including the rollout of new programs and onboarding. Act as Subject Matter Expert for lodge operational needs, training, and new technology implementations. Develop and implement training programs for store teams to achieve customer service and operational excellence.
  7. Lodge Director Support
    Provide guidance and support to lodge Directors of Operations (DORs) to ensure alignment with company goals. Assess invoice management, payment, loss prevention, and inventory practices. Provide effective feedback to lodge leadership. Serve on task forces as needed to support operational initiatives.
  8. Entertainment Programming Assessment
    Evaluate entertainment programming and provide feedback to enhance performance and activities.
  9. Performance Metrics Analysis
    Analyze key performance metrics and financial data to identify areas for improvement and drive results.
  10. Cross-functional Collaboration
    Collaborate with merchandising, planning, retail, attractions, entertainment, HR, and finance teams to support business initiatives.
  11. Budget and Resource Management
    Monitor store budgets, expenses, and resources to optimize efficiency and profitability.
  12. Work Environment and Culture
    Foster a positive and inclusive work environment that values diversity, teamwork, and professional development. Ensure compliance with company policies, procedures, and regulatory requirements related to health, safety, and security. Ensure high standards of safety and cleanliness across Retail, Attractions, and Entertainment areas.
Qualifications:

Bachelor's degree, ideally in Business Administration, Retail Management, or a related field. 5 years of experience in retail operations management, with a proven track record of success in leadership roles overseeing multiple retail locations. Hands-on management of multi-unit business. Some experience in Attractions or Entertainment field is preferred. Strong leadership and management skills, with the ability to inspire, motivate, and develop teams. Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with internal and external stakeholders. Analytical mindset, with the ability to interpret data, identify trends, and make data-driven decisions. Strategic thinking, with the ability to develop and execute operational strategies aligned with business objectives. Knowledge of retail and attractions industry trends, best practices, and technologies. Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

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