Retail Supervisor

Job Description

Job Description

Description

Since 1978 The Inn at Little Washington, located at the foothills of the Blue Ridge mountains, has been one of the most decorated restaurants and hotels in the world. There is no better time to join in our growing team of exceptional people. On-the-job training, advancement potential, flexible schedules, amazing benefits, and competitive pay. Your next career awaits.

Some of our awards include Michelin 3 Stars, Forbes 5 Stars, AAA 5 Diamonds, and Wine Spectator Grand Award. Member of Relais & Chateaux.

Why join our team:

We offer:

• Health, vision and dental insurance (full time employees)
• Paid time off (Full time employees)
• 401(k) retirement plan with match
• On-the-job training
• Employee education allowance
• Advancement potential
• Flexible schedules
• Employee appreciation events
• Complimentary uniforms
• Delicious “family” meals daily prepared by the chefs
• Referral bonuses
• Competitive pay

POSITION SUMMARY The Retail Supervisor oversees the daily operations of The Tavern Shops at The Inn at Little Washington, a Forbes Five-Star, Michelin Two-Star, Relais & Châteaux property. This position serves as a leader, coach, and brand ambassador for the retail department, driving sales performance while ensuring operational excellence, inventory accuracy, visual presentation, e-commerce success, and team development. Working closely with the Director of Retail, the Retail Supervisor sets the sales pace on the floor, develops clienteling relationships with guests, coaches the team on consultative selling techniques, and supports the continued growth of both brick-and-mortar and online retail operations. This role serves as the primary point of contact for daily retail operations and acts as department leader in the Director’s absence.

KEY PERFORMANCE INDICATORS

•       Daily, weekly, and monthly sales targets are met or exceeded for both in-store and e-commerce channels

•       Average transaction value and units per transaction show positive trends through effective upselling and clienteling

•       Inventory accuracy maintained at or above established thresholds through regular cycle counts and reconciliation

•       Online orders are fulfilled and shipped within established turnaround standards with zero customer service escalations

ESSENTIAL RESPONSIBILITIES

Leadership & Guest Experience

•       Lead, coach, and inspire the retail team to deliver an exceptional guest experience consistent with Forbes Five-Star service standards

•       Foster a culture of professionalism, accountability, teamwork, and hospitality excellence within the retail department

•       Build meaningful relationships with guests and create memorable shopping experiences that reflect The Inn’s brand

•       Resolve guest concerns promptly, professionally, and with discretion

•       Serve as acting department leader in the absence of the Director of Retail, making operational decisions as needed

Sales Performance & Guest Engagement

•       Drive daily sales performance by setting the pace on the floor, personally engaging guests, and coaching the team to maximize every interaction

•       Develop and maintain clienteling relationships with repeat and high-value guests, tracking preferences, purchase history, and upcoming occasions to personalize outreach and service

•       Coach the team on consultative selling techniques, product storytelling, suggestive upselling, and the art of pairing and gifting recommendations

•       Monitor and communicate individual and team sales results daily, recognizing top performers and identifying coaching opportunities

•       Collaborate with the Director of Retail to set and execute promotional strategies, seasonal campaigns, and in-store events that drive traffic and conversion

•       Identify trends in guest purchasing behavior and recommend product assortment adjustments, pricing strategies, or display changes to maximize revenue

•       Ensure all sales transactions are processed accurately through Agilysys Retail, including gift wrapping, shipping, and charge-to-room requests

Retail Operations & Visual Merchandising

•       Oversee the daily operations of The Tavern Shops, including opening and closing procedures, cash handling, and sales floor readiness

•       Maintain visual merchandising standards and ensure an inviting, beautifully presented retail environment at all times

•       Ensure Five-Star cleanliness, organization, and presentation throughout all retail spaces, including daily vacuuming and dusting

•       Monitor daily sales performance and support the achievement of departmental revenue goals

•       Collaborate with other Inn departments to support guest needs, special events, and cross-departmental retail initiatives

•       Assist the Director of Retail in implementing operational improvements, promotional strategies, and departmental objectives

Inventory & Product Management

•       Perform and oversee bi-annual full inventories and periodic cycle counts to ensure inventory accuracy and minimize shrinkage

•       Maintain appropriate stock levels and accurate inventory records across in-store and e-commerce channels

•       Manage the full product acquisition lifecycle: sourcing, ordering, receiving, logging into inventory, pricing, and stockroom organization

•       Coordinate purchase orders and invoices with the Finance Department, ensuring timely and accurate documentation

•       Organize and maintain stockroom standards to maximize efficiency, accessibility, and product protection

•       Analyze inventory trends, sales data, and margin performance to identify opportunities for improved profitability

E-Commerce Operations

•       Support the continued growth and profitability of The Inn’s e-commerce business

•       Manage online inventory levels, order fulfillment, shipping logistics, and customer communications

•       Ensure timely processing of all online orders and provide exceptional customer service for e-commerce inquiries

•       Assist with product launches, website merchandising, photography, and online promotional initiatives

•       Partner with the Director of Retail to identify opportunities for online sales growth and brand development

Team Development

•       Train and mentor retail associates on product knowledge, sales techniques, Forbes Five-Star service standards, and operational procedures

•       Provide ongoing coaching and constructive feedback to improve individual and team performance

•       Assist with onboarding and training new team members, ensuring they are prepared to represent The Inn’s brand

•       Promote a positive, collaborative, and guest-focused work environment

•       Support employee performance reviews and contribute to professional development plans

QUALIFICATIONS

•       Required: Previous supervisory or team leadership experience

•       Required: Proven ability to drive sales results, coach a team on selling techniques, and personally engage guests to maximize revenue

•       Required: Strong understanding of inventory management, merchandising, and retail operations

•       Required: Proficiency in Microsoft Office (Excel, Word) and retail management systems (Agilysys Retail or comparable POS/inventory platform)

•       Required: Exceptional organizational, communication, and problem-solving skills

•       Required: Ability to analyze sales and inventory reports and make informed operational decisions

•       Required: Ability to thrive in a fast-paced luxury hospitality environment while maintaining attention to detail

•       Required: Flexibility to work weekends, holidays, and a schedule based on business needs

•       Preferred: 3+ years’ experience in luxury retail, hospitality retail, or a comparable high-end retail environment

•       Preferred: Experience with Agilysys Retail or comparable retail POS and inventory management platform

•       Preferred: Experience with e-commerce platforms, order fulfillment, and online merchandising

•       Preferred: Bachelor’s degree in Business, Retail Management, Fashion Merchandising, or related field

•       Preferred: Ability to read and interpret profit and loss statements and financial reports

•       Preferred: Familiarity with Forbes Five-Star or comparable luxury service standards

•       Preferred: Ability to speak a second language (Spanish or French preferred)

•       Preferred: Valid driver’s license for occasional off-site vendor visits and sourcing trips

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

•       Ability to stand, walk, and move throughout the retail spaces for extended periods during a full shift

•       Ability to lift, carry, push, and pull items weighing up to 50 pounds (product shipments, display fixtures, inventory bins)

•       Frequent reaching, bending, twisting, and movement throughout the workday, including stocking shelves and arranging displays

•       Ability to work in a guest-facing retail environment that requires sustained attention to presentation and detail

  Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of this position.

BENEFITS & COMPENSATION

The Inn at Little Washington offers a competitive compensation and benefits package that may include health, dental, and vision insurance, paid time off, a 401(k) retirement plan with company match, an employee dining program, education assistance, professional development and advancement opportunities, and complimentary uniforms. Specific benefits vary by position and employment status.

IMPORTANT NOTICES

Equal Employment Opportunity

The Inn at Little Washington is an equal opportunity employer committed to creating a diverse and inclusive workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law. All employment decisions are based on business needs, job requirements, and individual qualifications.

At-Will Employment

This job description does not constitute an employment contract, express or implied, and does not guarantee employment for any specific duration. Employment at The Inn at Little Washington is at-will, meaning either the team member or The Inn may terminate the employment relationship at any time, with or without cause or notice, to the extent permitted by law.

Job Description Scope

This job description is intended to convey the general nature and scope of work typically performed in this role. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. The Inn at Little Washington reserves the right to amend or modify this job description at any time to reflect changes in business needs, job requirements, or organizational structure. Team members may be required to perform additional duties as assigned by their supervisor or management.