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Job Summary

Responsible for the successful gift shop operations under the direction of the Food & Nutrition Services Retail Food Services Manager. Accountable for all gift shop associates. Performs various duties including planning and supervising gift shop outlet, maintaining cash controls, labor controls, and training of hourly team members. Ensures customer satisfaction and good public relations through the safe and efficient use of resources.

Job Specific Duties

• Recruits, manages, trains, and develops department staff in a manner which builds and sustains a high performing team and minimizes turnover.
  
• Completes performance and initial review of retail area personnel. Evaluates, mentors and/or disciplines retail employees as applicable and according to hospital and departmental policy.
  
• Prepares end of month financial reports for all revenue centers.
  
• Provides and establishes standards for exceptional customer service and provides training to meet expectations as measured by the inter-departmental survey results. Coaches and mentors department staff on customer service best practices.
  
• Conducts new employee orientation sessions and coordinates and develops on-the-job training for new hires to ensure appropriate training. Trains staff in customer service, proper portioning, cashier skills, safety, and sanitation.
  
• Verifies employee hours and payroll in Kronos and makes edits as required.
  
• Maintains high standards of quality control, hygiene health and safety to ensure adherence to organization’s policies and procedures, departmental and regulatory agency standards.
  
• Conducts inventory and maintains necessary supplies to ensure efficiency of operation across all retail outlets.
  
• Provides superior customer service by assisting customers with their shopping experience and handling all customer transactions in a timely and courteous manner. Provides service recovery as needed.
  
• Responsible for all cash audits, safe verification, and daily deposits reconciliation.
  
• Under the manager, prepares and completes action plans; implements production, productivity, quality and guest service standards.
  
• Assists with the general maintenance and appearance of the retail areas by ensuring a safe and pleasing environment for both customers and staff. Reports deficiencies to manager and repair requests to vendor/Plant Operations.
  
• Responds to any unexpected emergencies to ensure the protection of any organizational assets.
  
• Maintains integrity of retail branded concepts.
  
• Ensures seasonal promotions are in place according to inventory availability, updates necessary software to ensure smooth operations (POS, Get App, digital signage and department intranet portal page).
  
• Monitors customer service evaluation mechanisms to ensure that ongoing information is retrieved, and service recovery are conducted as needed.
  
• Performs daily rounding of work areas to inspect Quality & Compliance practices. Audits the work of staff to ensure adherence to safety and quality standards.
  
• Designs creative and attractive displays to entice customers in the most effective manner.
  
• Ensures reasonable pricing procedures including freight costs, overhead costs, and markup/markdown as it relates to market competition; acquires the highest net profit possible.
  
• Maintains an organized filing system of all auditable receipts, packing slips, invoices, daily cash register activities, and other documentation of purchases for easy retrieval upon request.
  
• Maintains storeroom in an organized way so merchandise can be easily located, inventoried, or retrieved.
  
• Ensures all areas including selling floor, office, and stockroom are maintained in a clean and organized way.
  
• Oversees all purchasing for gift shop, cycling, and maintains merchandise in an appealing manner for the necessity of patients, visitors, and staff.

Minimum Job Requirements

• 1-3 years of experience in retail management

Knowledge, Skills, and Abilities

• Bachelor’s degree in Hospitality Management highly preferred
  
• Experience with cash retail operations, cash controls and cash audits preferred
  
• Experience in customer complaint management, preferred
  
• Bilingual: Spanish preferred
  
• Ability to relate cooperatively and constructively with customers, peers, and other hospital personnel
  
• Displays positive customer service, fosters employee relations, and assures staff adheres to the Customer Service Behavioral Standards
  
• Must demonstrate strong verbal communication skills allowing for effective communication with customers and employees
  
• Must possess working knowledge of operating retail POS systems, Microsoft Word, Excel and Outlook email
  
• Ability to learn appropriate software application(s)
  
• Available to work flexible hours that may include early mornings, evenings, weekends, and/or holidays
  
• Able to communicate effectively both verbally and in writing in a clear, concise, and prompt
  
• Able to interact effectively with internal and external customers
  
• Possesses awareness and sensitivity of cultural diversity
  
• Able to relate cooperatively and constructively with customers and co-workers; act politely under all circumstances
  
• Able to maintain confidentiality of sensitive information