BASIC FUNCTIONS AND RESPONSIBILITIES:

Be the main trainer and motivator for Gift Shop staff, observe and correct training deficiencies, distribute product and vendor knowledge, continually motivate staff to become better salespeople and Mohonk Ambassadors through positive reinforcement and sales, knowledge, and performance based challenges. Ensure staff offers superior customer service at all times. Create schedules and complete payroll each week. Supervise staff on a daily basis but particularly when the Manager is absent. Make sure all protocols are being followed, complete disciplinary measures when necessary.

ESSENTIAL JOB FUNCTIONS:

• Supervise clerks and supervisors to ensure policies and procedures are adhered to while maintaining a pleasant attitude towards guests and employees and a high level of proficiency and customer service.
• Train staff in all aspects of Gift Shop and Mohonk protocol and operations including but not limited to: cash register usage, receiving and stocking UPS shipments, customer service, maintaining cleanliness of shop and stockrooms, product knowledge, maintaining positive attitudes and harmonious working relationships, Mohonk protocol, All Employee and Gift Shop Employee Standards, Mohonk history and guest offerings, etc.
• Be the main trainer of staff including existing staff an onboarding new staff. Work with manager to develop weekly training topics, work with Supervisors to disseminate training to staff.
• Keep a log or binder of weekly training topics, who received training, who still need to receive training, and follow up. All training must be signed off on as complete.
• Observe staff to determine training deficiencies and come up with a plan to correct behavior, either alone or with Manager if necessary. Come up with individual or group training to correct the problem, implement, and follow up with coaching as necessary. Provide staff members with constructive criticism and establish goals for them giving regular feedback on employees’ development and assist them in acquiring the skills necessary to succeed within the organization in an effort to develop in their jobs and increase productivity.
• Motivate staff to become better salespeople, customer service representatives, and Mohonk Ambassadors with sales, service, and knowledge based training games.
• Work with Buyer and Manager to develop weekly product and vendor knowledge and disseminate to staff. For example hold tastings when we receive new gourmet foods, make sure staff knows special properties of merchandise or vendors (i.e. all-natural ingredients, local, etc.). Keep a binder of all vendors and product knowledge for quick reference.
• Make sure all staff is working to protocol, document and/or write up any violations and provide coaching to solve issues.
• Be the go-to when Manager is absent
• Go over Daily Shift Briefings with staff
• Cover the floor when short-staffed.
• Supervise all staff on floor making sure (but not limited to): task lists are complete, UPS is received, priced, stocked, and back-stocked, staff is consistently productive, staff congregation behind the counter is kept to a minimum, phones are not present, staff is not talking about personal or controversial topics, staff maintains a professional demeanor and body language at all times, staff demonstrated the best in customer service, staff is not excessively absent from floor unless assigned to another area, staff maintains positive attitudes, etc.
• Ensure breaks are being taken at appropriate times; two 15 minute breaks and one 30 minute break per day. Make sure staff is not taking advantage of breaks by taking extra or excessively long breaks.
• Be liaison between AM and PM staff, apprising each of the others’ completed tasks and remaining tasks that need to be completed. Encourage harmonious working relationships between the two shifts.
• Encourage harmonious working relationships between all staff.
• Listen to staff issues, either with each other or otherwise, provide coaching to resolve the problem promptly in order to discourage festering issues.
• Suppress all gossip and negative language and attitudes.
• Delegate stocking and cleaning of all areas as necessary.
• Keep track of staff availability, including school schedule changes, etc.
• Post schedule at least 2 weeks in advance.
• Keep to the allotted variable hours per period.
• Deal with call-outs, requested days off, and vacations and find replacements when necessary.
• Deal with shift changes, make sure changes cover all necessary shifts, and sign off on changes on the schedule. Staff is not to make shift changes without approval.
• Complete payroll every Tuesday by noon.
• Conduct interviews to hire new staff
• Be in charge of buying Soda 1, Soda 2, and operational supplies, taking weekly inventory and ordering in conjunction with Receiving and Adaco procedures.
• Strictly keep to budgeted expenditures.
• Be able to navigate Yellow Dog and Silverware systems to run reports, print tickets, generate Purchase Orders, and receive merchandise.
• Listen to staff and guest suggestions, complaints, and good comments and relate to manager, Work with manager to find solutions, implement and fix problems when possible.
• Safeguard assets and prevent/stop theft and property damage.
• Maintain good health and safety standards in accordance with OSHA and all Health Department codes.
• Demonstrate proficiency with Windows-based operating systems and use software including MS Word, MS Excel, MS Outlook.
• Help with the completion of Mail Orders, to include packaging, billing and mailing..
• Promote friendliness and service with guests and employees making sure that during interactions with guests staff smile, make eye contact, initiate conversation and engage the guest proactively. Communicate company and department policies and procedures along with pertinent information to staff.
• Inspect that the Shop is clean and presentable, processing maintenance requests as required.
• Contribute to monthly staff meetings to maintain a positive and effective communication line.
• Ensure that all staff members/supervisors are performing their duties to the utmost of their ability
• Participate/Contribute to the Management/Supervisor meeting
• Meet and exceed yearly budget including revenue and dollars per guest night
• Adhere to Mohonk Mountain House’s Dress and Grooming Standards; presenting a neat, clean and well-groomed appearance and maintaining a positive, professional image to our customers.
• Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies with guests and staff.
• Learn and retain knowledge of historical facts and information about Mohonk Mountain House.
• Perform housekeeping tasks as necessary.
• Maintain a calm, friendly, efficient manner at all times to guests, customers and employees.
• Maintain a flexible work schedule including days/nights, weekdays/weekends, holidays, and during peak periods of business.
• Answer guest questions with accurate information and demonstrate a friendly and helpful personality by smiling, eye contact, initiating conversation and engaging with others.
• Reach with hands and arms, bend, kneel, stoop, twist and flex arms, walk up and down stairs/inclines, sit, climb up/down ladders or stand for up to 5 hours at a time.
• Inspect the work of others by touch, sight, sound and smell for conformance to prescribed standards of cleanliness.
• Fold clothes, operate cash register, and prepare Soda Fountain items.
• Inspect the work of others by touch, sight, sound and smell for conformance to prescribed standards of cleanliness.
• Lift up to 40 pounds from ground level to counter level and carry a distance of up to 50 feet with/ without assistance. Walk up to 5 miles per day.
• Maneuver carts or dollies safely with loads up to 200 pounds up and down stairs, elevators, through passageways or outdoors up to 200 feet.
• See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• Speak, read and write the English language and communicate in a clear and congenial manner, with our guests, visitors and employees. Hear verbal instructions, directions and warnings.
• Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transactions accurately.

QUALIFICATIONS:

At least 18 years of age.

Valid Driver’s License with at least 2 years of fully licensed driving experience.

Experience in a managerial position or as a retail manager with evidence of knowledge of best practices for retail management.