Manager - Gift Shop

Job Description

Job Description

The Manager – Retail Outlets is responsible for overseeing the daily operations, sales performance, visual merchandising, and team leadership of the Gift Shop and other assigned retail areas. This role ensures an exceptional guest experience, maintains inventory control, executes creative product displays, and manages staff performance in alignment with departmental goals and 4-Star/4-Diamond service standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides leadership and direction to the retail team while fostering a customer-first service culture.
• Recruits, trains, schedules, and develops staff to meet guest service and operational standards.
• Oversees daily retail operations including sales, inventory control, restocking, and merchandising.
• Manages cash handling procedures, including daily reconciliations, deposits, and cashier performance.
• Ensures accurate pricing, tagging, and display of merchandise throughout the retail outlet.
• Assists guests with purchases, exchanges, returns, and inquiries in a courteous and professional manner.
• Designs and maintains engaging visual merchandising and product displays to drive sales and guest engagement.
• Builds relationships with guests and provides personalized assistance to support loyalty and repeat business.
• Oversees shipping and receiving processes, verifies purchase orders, and monitors product quality.
• Prepares inventory reconciliations and maintains loss prevention procedures.
• Creates and manages annual retail budgets, monitors labor and supply costs, and ensures sales goals are met.
• Maintains store cleanliness and organization to reflect brand and service standards.
• Performs administrative functions, including payroll support, vendor communications, and departmental reporting.
• Performs other job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• Provides direct supervision to all retail team members, including Lead Cashiers and Sales Associates.
• Communicates job expectations and holds team members accountable to grooming, conduct, and service standards.
• Conducts performance evaluations, coaching, corrective actions, and training sessions.
• Promotes a positive, inclusive, and high-performance work culture.

QUALIFICATIONS:

• Strong knowledge of retail operations, including POS systems, inventory management, and merchandising principles.
• Excellent communication and leadership skills with the ability to motivate and manage a diverse team.
• Proven ability to build customer relationships and deliver high-quality service experiences.
• High attention to detail, time management, and problem-solving abilities.
• Proficient in Microsoft Office Suite and retail-related software.
• Ability to work independently in a fast-paced, goal-oriented retail environment.

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree in Retail Management, Business Administration, Hospitality, or a related field required.
• Additional certifications in merchandising, leadership, or inventory management are a plus.
• Minimum of 5–7 years of progressive experience in retail operations, with at least 2–3 years in a managerial or multi-outlet supervisory role.
• Proven ability to lead retail teams, oversee daily operations, and drive sales and service performance.
• Strong background in inventory control, merchandising, loss prevention, and budget management.
• Experience developing staff, managing schedules, and maintaining visual and operational standards.
• Excellent leadership, communication, and problem-solving skills in a high-volume, guest-focused environment.
• Prior experience in a casino, resort, or multi-location retail environment is strongly preferred.

LICENSES, CERTIFICATES, REGISTRATIONS:

Must have successfully completed a background check and obtained a gaming license issued by the Morongo Gaming Agency, as required.

LANGUAGE SKILLS:

Must be able to read and interpret documents in English, such as instructions, guidelines, policies, and procedures. Must also be able to communicate clearly and effectively with team members, management, and guests.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Communication Skills: Must be able to communicate clearly, professionally, and confidently in person, by phone, and in writing with team members, senior leadership, vendors, and guests; responsible for providing direction, resolving issues, conducting training, and delivering operational updates.
• Lifting and Carrying: Frequently lifts and transports retail merchandise, supplies, display materials, or shipment boxes weighing up to 30 pounds; may assist with floor resets, visual merchandising, and stockroom organization.
• Manual Dexterity: Regularly uses hands and fingers to handle merchandise, operate computers, complete sales reports, process invoices, and manage point-of-sale (POS) systems.
• Mobility: Frequently walks, stands, bends, and moves throughout multiple retail locations to oversee operations, inspect displays, interact with guests, and supervise staff; must be able to respond promptly to floor needs or incidents.
• Stationary Work: Occasionally remains seated for extended periods while conducting administrative duties such as scheduling, analyzing sales data, and reviewing vendor correspondence.
• Tool Operation: Regular use of POS systems, inventory management software, handheld inventory tools, phones, and standard office equipment; must be familiar with troubleshooting and overseeing equipment used in retail operations.
• Visual Acuity: Requires strong near and distance vision to inspect merchandise, monitor store appearance, review reports, verify pricing and signage, and oversee cash handling accuracy.
• Working Conditions: Routinely works in guest-facing retail environments within casino and resort properties; exposure to moderate noise levels, frequent public interaction, and a smoking environment in or near casino and high-traffic areas.

WORK ENVIRONMENT:

This is a dynamic, fast-paced environment that requires the ability to adapt and perform under pressure. The casino operates with moderate to loud noise levels and is a smoking environment, requiring team members to work comfortably in these conditions.

WORKING HOURS:

Morongo Casino Resort & Spa operates 24 hours a day, 365 days a year; therefore, flexibility in scheduling is essential. Team members must be available to work shifts that may include evenings, weekends, holidays, and special events. Schedules are subject to change based on business needs and may include overtime, as well as work on both weekdays and weekends.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) AND INDIAN PREFERENCE:

Morongo Casino Resort & Spa is an Equal Opportunity Employer and gives hiring preference to qualified Native Americans as allowed by law. We consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or national origin.

We provide reasonable accommodations to qualified individuals with disabilities as required by the ADA. If you need help or an accommodation during the hiring process, please contact Human Resources.