Retail Gift Shop Supervisor

Job Description

Job Description

Description:

Job Summary:

Under the general guidance and supervision of the General Manager the Retail Store Supervisor plays a key role in shaping the guest shopping experience at the Maui Coast Hotel. This position is responsible for sourcing, negotiating, and purchasing merchandise that reflects the spirit of Maui and aligns with guest preferences and seasonal trends.

The Retail Store Supervisor oversees daily retail store operations, ensuring exceptional service, efficient processes, and a visually engaging, well-merchandised shopping environment. This role works closely with hotel leadership, staff, and vendors to maintain optimal inventory levels, support team members, and uphold high standards of hospitality and profitability.

Ideal candidates bring a blend of creativity, commercial acumen, and strong leadership. From adding to the implementation of the POS system and managing inventory, you will curate merchandise selections, build vendor relationships, respond to guest inquiries, support sales team members, and ensure the retail space remains inviting, engaging, and guest-ready at all times. This is a hands-on role where you will actively participate in merchandising, purchasing, and front-of-house selling to enhance guest satisfaction and contribute to the overall success of the hotel.

Supervisory responsibilities:

• Yes
• Oversees inventory and instructs and trains front desk staff in Retail processes.

Duties and Responsibilities:

Retail Store Supervisor – Responsibilities

Purchasing & Inventory Support

• Select and evaluate suppliers.
• Assist with creating and processing purchase orders and tracking deliveries to ensure timely receipt of merchandise and supplies.
• Monitor inventory levels and communicate replenishment needs to management.
• Support inventory counts, stock organization, and inventory accuracy initiatives.
• Assist in receiving, unpacking, labeling, and distributing merchandise as needed.
• Maintain accurate records of inventory movement, deliveries, and stock levels.
• Communicate vendor, product, or delivery concerns to management promptly.

Merchandising & Store Operations

• Support store merchandising standards, product presentation, signage, and overall visual appearance.
• Ensure the sales floor is fully stocked, organized, and guest-ready at all times.
• Assist with implementing promotional displays and seasonal merchandising changes.
• Help maintain stockroom organization and cleanliness.
• Provide operational support during busy periods, including cashiering, stocking, and guest assistance.
• Assist with scheduling support, shift coverage coordination, and daily operational needs as directed.

Customer Service & Team Support

• Deliver exceptional guest service by greeting and assisting customers in a friendly, professional, and timely manner.
• Respond to guest concerns and escalate issues to management when appropriate.
• Support team members in achieving sales and customer service goals.
• Promote a positive and collaborative team environment.
• Provide guidance and day-to-day support to retail associates during assigned shifts.
• Communicate guest feedback, operational concerns, and product issues to management.

Store Safety & Compliance

• Follow and help enforce company policies, operational procedures, and safety standards.
• Support Loss Prevention efforts and report any safety, security, or maintenance concerns promptly.
• Ensure work areas remain clean, organized, and safe for guests and team members.
• Maintain compliance with all applicable health, safety, and liquor regulations.

General

• Perform other duties and responsibilities as assigned.

Retail Associate – Responsibilities

Customer Service & Sales

• Deliver exceptional customer service by greeting, acknowledging, and assisting guests promptly.
• Prioritize customer engagement over tasks, responding with urgency to guest needs.
• Communicate product features, value, and quality while informing customers of current promotions.
• Offer alternatives and solutions for out-of-stock items to support customer satisfaction.
• Demonstrate effective selling skills to support store sales goals.
• Provide fast, friendly, and accurate transaction processing.
• Exercise good judgment when addressing customer concerns and escalate issues when needed.

Merchandising & Inventory

• Maintain appropriate stock levels on the sales floor, ensuring merchandise is organized and well presented.
• Follow company standards for merchandise presentation, signage, and displays.
• Assist with replenishment, restocking, and maintaining inventory accuracy.
• Support stockroom organization and maintain a clean, customer-ready environment.

Store Operations & Safety

• Perform daily housekeeping duties to maintain a neat, clean, and inviting store.
• Follow all Loss Prevention procedures to safeguard company assets.
• Report maintenance, facility, or safety concerns promptly to store leadership.
• Contribute to store success through teamwork, reliability, and consistent execution of assigned tasks.
• Adhere to all company policies, operational standards, and safety requirements.

General

• Perform other duties and responsibilities as assigned.

Overall Required Knowledge, Skills, and Abilities

• Strong organizational and time-management skills with the ability to prioritize tasks in a fast-paced environment.
• Excellent guest service and interpersonal communication skills.
• Ability to work professionally and effectively with team members and guests.
• Basic computer proficiency, including Microsoft Word and Excel.
• Ability to multitask and adapt to changing operational needs.
• Strong attention to detail and problem-solving skills.
• Dependable, self-motivated, and team oriented.
• Ability to remain calm and professional in high-pressure situations.
• Must obtain a State of Hawai‘i Liquor License/Card.
• CPR/First Aid certification preferred or willingness to obtain.

Education and Experience

• High school diploma or equivalent required.
• Previous retail, hospitality, or customer service experience preferred.
• Previous inventory, merchandising, or purchasing support experience preferred.
• Prior supervisory or lead experience preferred but not required.
• Hotel or resort experience preferred.
• Previous Retail Experience required

Physical Requirements:

• Ability to stand or walk for long periods
• Must be able to lift, push, or pull up to 25 pounds, occasionally up to 50 pounds
• Frequent bending, reaching, and climbing stairs or walking across property

Working Conditions:

• Must be flexible and able to work AM and PM shifts, including weekends and holidays based upon business needs
• On-site, high-traffic hotel environment
• Frequent interaction with guests and staff across all departments
• Required to be on-call or available to assist during peak periods or staffing shortages