JOB SUMMARY
Responsible for the management of a single retail outlet within a hotel. Establishes the merchandise and sales plans for the store and coordinates buying and pricing efforts for appropriate retail categories in conjunction with Corporate Retail Services. Oversee the development of products and physical layout of the store and help establish retail goals for the property. Position collaborates with managers and associates to successfully execute retail operations, continually improve guests, associate satisfaction, and maximize the financial performance of the department.
JOB FAMILY CORE WORK ACTIVITIES
- Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.
- Managing Inventory - Monitoring the inflow of ordered materials and the maintenance of current materials.
- Purchasing Merchandise - Purchasing merchandise to be used or sold by organization.
- Demonstrating Leadership - Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
- Improving Service - Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Modeling Appropriate Behaviors - Serving as a role model to demonstrate appropriate behaviors.
- Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others and maintaining them over time.
- Supervising Associates - Supervising and managing associates. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in associates' absence.
- Ensuring P&L Accuracy - Ensuring profits and losses are documented accurately.
- Managing Daily Operations of the Area or Department - Managing day-to-day operations, ensuring quality standards, and meeting the expectations of the customers daily. Be familiar with Epos and the operational workflow at points of sale.
- Communicating Information Timely - Informing and/or updating the executives, the peers, and the subordinates on relevant information in a timely manner. Conduct monthly meetings and lead 15-minute briefings.
- Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
JOB SPECIFIC TASKS
Retail Operations & Financial Management
- Oversee all aspects of retail operations, including inventory control, purchasing, stock levels, and merchandise standards, ensuring alignment with budget targets and accurate financial documentation.
- Maintains compliance with credit policies, cash control procedures, and loss prevention protocols to minimize financial risk and operational costs.
- Supports strategic planning and execution to optimize store performance, profitability, and visual merchandising impact.
Team Leadership & Development
- Recruits, trains, and manages associates and leadership staff, clearly communicating performance expectations and monitoring progress against role-specific objectives.
- Fosters a collaborative and respectful work environment through open communication, feedback solicitation, and regular review of associate satisfaction to address concerns and improve retention.
- Serves as a role model, promoting professional behavior, mutual trust, and cooperation across the team.
Customer Experience & Service Excellence
- Champions a guest-centric culture by setting a positive example, empowering associates to deliver exceptional service, and actively resolving guest issues.
- Continuously monitors service quality, emphasizes guest satisfaction in team meetings, and drives improvement initiatives to enhance the overall customer experience.
Compliance, Safety & Operational Readiness
- Ensures all associates are equipped with proper uniforms, supplies, and tools, and that store appearance and cleanliness meet brand standards.
- Participates in investigations of employee and guest incidents, ensuring adherence to safety protocols and risk mitigation practices.
Cross-Functional Support & Flexibility
- Demonstrates operational agility by supporting restaurant operations when needed to ensure business continuity and maintain service standards.
CANDIDATE PROFILE
Education and Experience
- High school diploma or equivalent; 4 years’ experience in the retail or related professional area.
OR
- 2-year degree from an accredited university in Fashion Merchandising, Hotel and Restaurant Management, Business Administration, or related major; 2 years’ experience in the retail or related professional area.
- Proficient in French and English.
Skills and Knowledge
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Mathematics - Using mathematics to solve problems.
- Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Management of Financial Resources - Determining how money will be spent to get the work done, and accounting for these expenditures.
- Economics and Accounting - Knowledge of economic and accounting principles and practices, P&L statements, operating budgets, forecasting, and scheduling, and the reporting of financial data.
- Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
- Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Writing - Communicating effectively in writing is appropriate for the needs of the audience.
- Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
- Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
- Applied Business Knowledge - Understanding market dynamics, enterprise level objectives and important aspects of Marriott’s business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
Management Competencies
- Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.
- Aligning Performance for Success - Skilled at focusing and guiding others in accomplishing work objectives.
- Business Results - Balanced Scorecard Results: Supports strategies and conducts activities to drive and continuously improve financial results, guest satisfaction, and human capital index and market share. Prepare, present, and critique the results monthly with the regional teams.
- Building a Successful Team - Skilled at building a cohesive team and facilitating goal accomplishment.
- Building Trust - Ability to interact with others in an honest, fair, and respectful way; giving others confidence in one's intentions and those of the organization.
- Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.
- Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs. Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Sets a positive example for guest relations. Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement. Responds to and manages guest problems and complaints. Empowers employees to provide excellent customer service.
- High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.
- Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
- Problem Solving/Decision Making - Ability to identify and understand issues, problems, and opportunities, using effective approaches for choosing a course of action or developing solutions.
Physical Requirements
- Frequent bending, kneeling, and lifting up to 20 kg.
- Climbing ladders and stairs (up to 5 flights).
- Good visual observation skills.
- Ability to work in adverse weather conditions (heat, humidity).
- Calm demeanor and strong stress management in emergencies.
- Ability to work outside air-conditioned areas.
Other Requirements
- Complete tasks on time and meet deadlines.
- Perform additional duties as assigned by management.
- Comply with MVCI and Marriott International policies.
- Maintain an initiative-taking, flexible approach to work.
- Demonstrate commitment to excellent service for guests and associates.
- Maintain constructive relationships with colleagues and customers.
- Collaborate with MVCI colleagues to support team and business needs.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
