Gate House Retail Supervisor - Full-Time

Job Summary

The Retail Supervisor is responsible for monitoring and guiding staff performance, development, and scheduling; ensuring world-class guest service; managing floor operations; overseeing sampling; maintaining a clean, presentable shop; and assisting with the ordering and maintenance of shop inventory.  The incumbent will also provide general assistance and support for the Retail Leadership team, employees, and guests.

Evening, weekend, and holiday availability is required.

Essential Job Duties

1. Ensures staff maintain company guest service standards, ensuring a seamless and on-brand guest experience.

2. Motivates staff through praise, recognition, encouragement, and leads by example.

3. Maintains high levels of product knowledge and merchandise availability while ordering and monitoring store merchandise and inventory.

4. Manages opening and closing procedures.

5. Oversees the cleaning/organization of the shop.

6. Ensures adequate staffing to move guests quickly through lines, thus increasing sales and guest satisfaction.

7. Contributing decision maker in hiring, coaching, and ongoing training of employees.

8. Handles escalated guest service recovery issues.

Additional Responsibilities

1. Assists with processing weekly inventory adjustments for store merchandise and plants.

2. Reviews daily sales reports, mail orders, cash over/short reports, and bank deposits.

3. Assists Manager in the creation, implementation, and detail of standard operating procedures while making continuous contributions to the improvement/efficiency of shop procedures.

4. Provides general assistance and support for the department, leadership, and the company as required.

Qualifications

1. High School diploma (GED); some college preferred. Additional training, education, and/or certification(s) preferred.

2. A minimum of two (2) years of progressive retail sales experience. Equivalent combination of education/experience considered. Ideal candidate will have three (3) years of related retail management experience in an upscale setting.

3. Demonstrated commitment to delivery of world-class internal/external guest service; proven leadership skills; ability to build/develop/motivate teams.

4. Exceptional interpersonal and communication skills; conveys information effectively and clearly; handles a variety of guest service issues professionally.

5. Ability to be proactive, take initiative, and exercise good judgment; creatively problem solves; anticipates/troubleshoots.

6. Excellent planning, organizational, and time management skills; prioritizes work, adapts, multi-tasks; focuses on quality and service; keen attention to detail.

7. Proficiency with Microsoft Word, Excel, and Outlook; quickly learns Biltmore's POS system, protocols, products/services.

Physical Requirements

1. Travel between various Retail locations on the Estate may be based on assignment. Must have a valid driver's license and must be at least 18 years of age. 2. Some outlets are inside historic structures where climbing stairs might be necessary; other outlets may involve working indoors as well as outside with fluctuations in temperature and conditions.

3. 85% of time spent walking or standing.

4. Should be able to kneel, stoop, bend, crouch, and reach overhead and below. 5. Lifting up to 25 pounds frequently, and up to 50 pounds, on occasion.

6. Ability to climb ladders and stairs as needed.

7. High energy level and ability to work in an ever-changing environment.