Hotel Retail Manager

Position Responsible for the daily operation, merchandising, inventory control, financial performance, and guest experience of the Two Kings Casino retail store. The store will feature Catawba artwork, Catawba cultural merchandise, sundries, grab-and-go items, beverages, Two Kings Casino branded merchandise, and high-value retail items for premium guests. The Retail Manager ensures the store is properly staffed, stocked, presented, and operated to 4-star casino resort standards. This role manages sales performance, inventory accuracy, shrink control, vendor coordination, POS procedures, team training, and guest service. This position also coordinates with the Catawba Cultural Center to ensure Catawba artwork and cultural merchandise are selected, displayed, and represented appropriately. Key Responsibilities Direct daily retail operations, including guest service, merchandising, staffing, inventory control, product presentation, and financial performance. Oversee retail product categories including Catawba artwork, cultural merchandise, sundries, grab-and-go items, beverages, Two Kings Casino swag, and high-value merchandise. Maintain a clean, organized, fully stocked, and guest-ready store environment aligned with 4-star casino resort standards. Coordinate with the Catawba Cultural Center on cultural merchandise, artwork, product display, and approval when applicable. Manage sales goals, gross margin, cost of goods, shrink control, inventory levels, operating expenses, and monthly reporting. Oversee ordering, receiving, pricing, stocking, product rotation, inventory counts, and vendor follow-up. Monitor sales trends, product movement, guest demand, and seasonal opportunities to improve retail performance. Maintain controls for high-value merchandise, including secure display, inventory tracking, limited access, and loss prevention procedures. Develop and maintain retail SOPs, cash handling procedures, opening and closing procedures, and inventory control processes. Hire, train, schedule, coach, and manage retail team members to ensure service consistency, product knowledge, accountability, and sales performance. Ensure accurate use of POS and inventory management systems, including transactions, refunds, discounts, inventory adjustments, and reporting. Partner with Hotel Operations, Finance, Purchasing, Marketing, Security, Surveillance, Casino Operations, IT, and the Catawba Cultural Center as needed. Handle guest concerns, product issues, returns, exchanges, and service recovery professionally and timely. Support pre-opening setup if applicable, including product sourcing, vendor coordination, store layout planning, SOP development, staffing, inventory build, and POS/inventory system setup. Maintain confidentiality of guest information, VIP purchases, sales data, vendor pricing, and operational information. Experience: Minimum 3–5 years of retail management experience in a casino resort, luxury hotel, resort retail, premium retail, or high-volume retail environment required. Experience managing retail sales goals, inventory controls, shrink, product ordering, merchandising, and team leadership required. Experience with high-value merchandise, branded merchandise, cultural merchandise, artwork, or luxury retail preferred. Pre-opening experience preferred. Education: Bachelor’s degree in Hospitality Management, Business Administration, Retail Management, or related field preferred; equivalent experience acceptable. Licenses and Certifications: Must be able to obtain a Catawba Gaming License. Knowledge, Skills, and Abilities 1. Retail Operations Direct daily retail store operations, including sales, service, merchandising, stocking, and store presentation Maintain 4-star casino resort service and presentation standards Ensure the store is clean, organized, properly signed, fully stocked, and guest-ready Merchandising & Cultural Coordination Oversee Catawba artwork, cultural merchandise, sundries, grab-and-go items,…

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