Concept Store Manager
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Key skills for this role
About the Role
Manage customer service, inventory, and operations while leading teams, ensuring exceptional service, and implementing policies for a concept store.
Key Skills for This Role
Responsibilities
- Greet customers, offer assistance, display merchandise, restock items, and ticket merchandise with price or mark downs
- Follow proper inventory system to conduct and reconcile merchandise inventory
- Complete customer purchases, process all payment types, and handle returns, refunds, and exchanges
- Supervise and manage employees, oversee day to day operations
- Handle guest complaints, resolve disputes, and ensure guest satisfaction
Requirements
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area
- OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
- Strong interpersonal and communication skills
Full Job Posting
Job Summary
- Greet customers when they enter the shop and offer assistance with merchandise.
- Display merchandise, restock items, and ticket merchandise with price or mark downs.
- Follow proper inventory system to conduct and reconcile merchandise inventory.
- Count and verify merchandise orders upon receipt and document any shortages.
- Place orders for store merchandise and approve invoices.
- Complete customer purchases, process all payment types, and process returns, refunds, and exchanges.
- Maintain appropriate cash levels in cash drawer, turn in all property monies and receipts.
- Follow checklist for opening and closing shop.
- Secure shop and monitor customer activity to prevent losses due to merchandise theft and damage.
Candidate Profile
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Leading Guest Services Teams
- Utilize interpersonal and communication skills to lead, influence, and encourage others.
- Encourage and build mutual trust, respect, and cooperation among team members.
- Serve as a role model to demonstrate appropriate behaviors.
- Supervise and manage employees. Manage all day to day operations.
- Celebrate successes and publicly recognize contributions of team members.
Maintaining Guest Services and Front Desk Goals
- Develop specific goals and plans to prioritize, organize, and accomplish work.
- Handle complaints, settle disputes, and resolve grievances and conflicts.
- Maintain strong working relationship with all departments.
- Intervene in guest/employee situations as needed.
- Ensure regular on going communication with employees.
- Comprehend budgets, operating statements and payroll progress reports.
Ensuring Exceptional Customer Service
- Provide services that are above and beyond for customer satisfaction and retention.
- Improve service by communicating and assisting individuals to understand guest needs.
- Manage day to day operations, ensuring quality and standards.
- Serve as a leader in displaying outstanding hospitality skills.
- Respond to and handle guest problems and complaints.
- Empower employees to provide excellent customer service.
- Observe service behaviors and provide feedback.
- Strive to improve service performance.
Implementing Projects and Policies
- Implement the customer recognition/service program.
- Ensure property policies are administered fairly and consistently.
- Manage payroll administration.
Conducting Human Resource Activities
- Identify developmental needs of others and coach, mentor, or help others improve.
- Provide guidance and direction to subordinates, including setting performance standards.
- Participate in employee progressive discipline procedures.
- Use all available on the job training tools for employees.
- Solicit employee feedback, utilize an open door policy.
- Supervise on going training initiatives and conduct training when appropriate.
- Participate in employee performance appraisal process.
Additional Responsibilities
- Provide information to supervisors, co workers, and subordinates by telephone, in written form, e mail, or in person.
- Analyze information and evaluate results to choose the best solution.
- Inform and/or update executives, peers, and subordinates in a timely manner.
- Maintain high visibility in public areas during peak times.
- Understand and implement all emergency plans.
- Perform Front Desk duties in high demand times.
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