Resort Retail Outlet Manager

The Celtic Collection Job Description PROPERTY Celtic Manor Resort DIVISION Golf, Spa and Leisure DEPARTMENT Celtic Mall - Retail POSITION Resort Retail Outlet Manager GRADE Assistant Manager REPORTS TO Senior Management Golf Retail Manager Head of Golf Retail Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their relevant Manager. POSITION OVERVIEW In fulfilling the role, you will implement and maintain a guest centric culture that delivers a five star service experience, focusing on exceeding expectations, winning loyalty and making a difference to our guests and people. To support the business objectives of the Golf Retail Operation by successfully managing the Resort Retail Outlet – Celtic Mall. Responsible for: Operational delivery across Resort Retail Outlet – Celtic Mall, to include: Procurement of product Merchandising Control and selling of retail stock Guest experience in Celtic Mall In addition will actively support as required with: Retail delivery in Resort wide golf shops GENERAL Responsible for helping to maintain a guest-focused culture which support the values expressed in the Collection Ambition and the Collection’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the Collection’s Health and safety, Hygiene policies as well as all other Collection policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. 5. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Responsible for regular dissemination of information which is to encompass organisational and individual activities. Budgets Responsible for monthly, quarterly and annual budgets in conjunction with the Senior Executive team. Standards Responsible for establishing and maintaining all Standard Operating Procedures (SOPs) within their department(s), including but not limited to employee, guest, financial and health and safety objectives. Controls Responsible for setting controls relating to the above set standards, enforcing these controls and taking appropriate action when necessary. Responsible for implementing key performance indicators for the department based on the controls devised. Structure Responsible for defining, implementing and maintaining a sound organisational structure within the department(s), focused on achieving the Collection and departmental goals and objectives. Responsible for defining and documenting job descriptions and person specifications and managing the Human Resource aspect of the department in line with Celtic Manor standards. Team Responsible for the recruitment, management and the disciplinary process in conjunction with the Human Resources Department for all employees within the department(s). Responsible for the welfare and wellbeing of all departmental employees, promoting the professional career development of the team. Responsible for ensuring that all staff appraisals are conducted routinely and effectively for all employees within the department(s) and that the results are actioned where required to ensure a personal development plan is set and maintained for each member of the team in the department. Delivery Responsible for ensuring all equipment and supplies are available and maintain relationships with the suppliers of the equipment and supplies. Responsible for the maintenance, security, computer systems, cleanliness and appearance of the department(s), both front and back of house. Responsible for delivering the product in accordance with set standards, exceeding the internal/external guest expectations. Responsible for delivering the ultimate in guest experience in all Celtic Mall and to work with the Golf Retail Manager to continually develop ways of increasing quality of service in order to exceed guest expectations. Responsible for continually developing ways of increasing quality of service and hospitality in order to exceed guest expectations. The aim is to develop a ‘happy to serve’ ethos where employees interact with guests in a relaxed, pleasant but professional manner. To monitor guest satisfaction through the resources provided, such as Guest Surveys, Review Pro, AA Mystery Guest Visits, Online Review Sites and other resources to establish key areas of improvement and in doing so define plans to enhance the retail experience accordingly. To deal with guest feedback that is directly related to the Celtic Mall experience, and ensure that it is dealt with to a satisfactory guest centric conclusion. To lead by example by being on the floor delivering a five-star service to our guests and ensuring that the team are performing at the highest level at all times. To ensure that team members understand the elements of five-star service and hospitality and how they should be delivered, and should delivery be of sub-standard take the desired action to rectify the situation Responsible for ensuring all equipment, tools and supplies are available and maintain relationships with the suppliers of the equipment, tools and supplies. Responsible for the maintenance, security, computer systems, cleanliness and appearance of the department(s), both front and back of house. To develop and initiate ideas and processes to improve profitability within the department Responsible for assisting with the coordination of housekeeping teams to ensure that guest areas are clean, organised and accessible at all times. Demonstrate the ability to monitor all cost of sales and make adjustments to the business as required in consultation with the Golf Retail Manager, and Head of Golf Retail to satisfy budgetary constraints, this includes managing of payroll and controlling of costs within the department. To assist with the development of rotas to maximise the efficiency of staffing at the disposal of the team To support the Client Services and Event Management teams in client meetings to include Site Visits and Planning Meetings to ensure that we positively promote retail opportunities. Responsible for delivering the product in accordance with set standards, exceeding the internal guest expectations. You will be required to regular review stock rotation across the floor ensuring maximum exposure for all retail lines. Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements Responsible in maintaining inventory. If inventory loss is high, you must investigate the discrepancies and work to figure out the source of the problem, notifying your Senior Manager and working to resolve the issues prior to closing inventory. You will be responsible for the preparation and operation of any agreed sale markdown period ensuring that the stock is clearly labeled, merchandised and replenished during this period. You will guide your staff in optimal merchandising, which includes effective visual displays on the floor and efficient stocking of inventory in storage areas. Responsible for all stock in the Celtic Mall including highlighted reordering requirements, monitoring slow moving stock, and that the correct procedures are adhered to when stock is transferred between retail areas within the resort Responsible for all figures in relation to the monthly stocktake of the relative shop, recording these figures in Concept and investigating any discrepancies that exist Responsible for driving retail revenue through the Celtic Mall by ensuring the upsell of retail items at every opportunity Responsible for creating the ultimate in retail and to work with the Head of Golf and Retail to continually develop ways of increasing quality of service in order to exceed guest expectations. To develop and initiate ideas and processes to improve profitability within the department. Responsible for co-ordinating resident and conference gift packs in line with room traces as part of pre arrival packages. Training Responsible for maintaining, setting and achieving training standards in conjunction with Human Resources and within set budgets. Leadership Responsible for the leadership of the team and individuals including frequent periods of internal/external guest contact to attain feedback on individual and departmental performance. You will also be responsible for internal/external complaint handling, for feeding back information to employees in a positive and constructive way. Also, providing solutions. Responsible for communicating the overall Collection and departmental goals and objectives and ensuring all employees are motivated to achieving these. Responsible for conducting daily weekly and monthly strategic departmental meetings, minuting these meetings and distributing the minutes to the employees. Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the Collection. Checking Responsible for gathering information as required by the appropriate controls in place to determine achievement of key performance indicators. These controls include guest feedback, employee feedback, management feedback, financial performance and any other as required. Evaluation Responsible for compiling periodic reports based on the checking process. Responsible for analysing the information and applying management skills to determine outcomes, documenting these outcomes in the reports and communicating and distributing these reports within the department, to other departments and to Senior Executives. Innovation Responsible for taking the results of the evaluation and implementing changes to ensure continuous innovations and improvements are made within the department. Responsible for implementing these changes, communicating the changes as required, following up on the changes ensuring all controls and checking processes are in place to evaluate the success of the changes made. Responsible for monthly reporting on the success of the changes made.