Gift Shop Manager

JOB DESCRIPTION

POSITION TITLE

Gift Shop Manager

DEPARTMENT

Donzia

REPORTS TO

Hotel Executive Director

LICENSING LEVEL

SALARY GRADE

E02

FLSA STATUS

Exempt

POSITION SUMMARY

Accomplishes the Donzia Gift Shop's strategic objectives by planning, organizing, and managing all daily operations while providing legendary customer service. Directs staffing and operations to ensure a positive customer service experience. Creates an exceptional customer experience through expert product knowledge, cultural sensitivity, and attentive service. Ensures the successful completion of department functions in accordance with the strategic goals, objectives, and mission of the Shoshone-Bannock Casino Hotel, with established policies and procedures, and with all applicable tribal, state, and federal gaming regulations.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Develops and implements a strategic plan to maintain capacity to deliver services; establishes, implements and communicates goals, objectives, policies, and procedures in accordance with the strategic plan.
• Increases staff effectiveness by recruiting, selecting, orienting, training, coaching, counseling, rewarding and disciplining supervisors and team members; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing a climate for offering information and opinions; integrating functional objectives; and providing and participating in educational opportunities.
• Hosts regular staff meetings to ensure communication among personnel regarding department-related activities.
• Coordinates with supervisors to ensure departmental staffing is maintained within budgetary requirements.
• Provides an authentic experience for our guests by ensuring that the retail business is visually inviting, maintains the proper inventory, and provides legendary service.
• Oversees and enforces the achievement of individual and team sales goals, utilizing data-driven performance management, strategic planning, and targeted training initiatives.
• Achieves the financial objectives of department by assisting with control and implementation over the budgetary processes.
• Conducts evaluations of department's services and works with supervisors to take appropriate steps to improve performance and/or customer service levels.
• Ensures the efficiency of the department's operations and maximum level of service is achieved through a culture of teamwork and consistency.
• Contributes to the organization's effectiveness by offering information and opinion as a member of the management team.
• Complies with and sets an example for all property and department policies and procedures. Develops and assists with the coordination of marketing efforts to grow the business by using innovative sales and marketing concepts.
• Oversees inventory processing and audits; maintains complete and accurate inventory records.
• Assists with supplier and vendor contract negotiations.
• Receives, addresses and responds to guest inquiries, issues, and complaints. Adapts to business changes as they occur, including the understanding of the economics of the seasonal highs and lows for product purchasing, employee scheduling, business operation and customer relations.
• Builds business/market share by thinking of new ways to promote the company/shop by participating in local events to increase sales, recognition and profits.
• Maintains a professional, organizational, and community reputation.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Goals, objectives, functions, policies, and procedures of Shoshone-Bannock Casino Hotel.
• Applicable federal, state, tribal, and gaming and tobacco laws, regulations, requirements, and principles.
• Department organization, functions, objectives, policies and procedures.
• Native American culture and art.
• Cash handling, banking, budget preparation and administration, and general accounting methods and procedures.
• Retail sales and point of sale systems with an advanced level of proficiency.
• Inventory management.
• Customer service standards.

Skill in:

• Operating various word-processing, spreadsheets, and database software programs in a Windows environment.
• Addressing and deescalating customer service issues while maintaining the integrity and values of the company
• Preparing, reviewing, and analyzing operational and financial reports.
• Supervising, training, and evaluating assigned staff.
• Making effective decisions in emergency situations.

Ability to:

• Communicate efficiently and effectively both effectively with all levels of employees and guests verbally and in writing, individually and in meetings.
• Present effectively in group settings.
• Uphold strong ethics and loyalty while maintaining a high level of confidentiality.
• Establish and maintain good and respectable working relationships with individuals of varying social and cultural backgrounds.
• Work independently and meet strict timelines.
• Analyze situations and adopt appropriate courses of action.
• Establish and maintain professional relationships with the public and co-workers.
• Make solid decisions and exercise independent judgment.
• Demonstrate leadership and professionalism at all times.
• Demonstrate sensitivity to the needs of guests.
• Remain calm in emergency or crisis situations.
• Handle multiple tasks and meet deadlines.
• Work independently with minimal supervision.
• Adapt to varying situations.

MINIMUM QUALIFICATIONS

• High School Diploma or GED.
• Four (4) years of progressive retail management experience.
• One (1) year of management experience in a retail environment.
• A combination of relevant education and related work experience may be considered.
• Valid driver's license is required when driving vehicles for work-related purposes.
• Must be able to successfully pass a background screening / investigation according to the established requirements below.
• Tribal and Native American preference shall apply to all positions.

CERTIFICATIONS, LICENSES, AND/OR REGISTRATIONS

• Must be able to submit supporting documentation of education and training to support qualifications.
• Must obtain and maintain a valid driver's license and qualify for insurance coverage under the company's fleet management policy, when applicable.

Background Investigation Requirements

• Pre-employment drug screen
• Personal reference check and employment verification
• Federal, State, and/or tribal criminal history backgrounds will be conducted

PHYSICAL DEMANDS

While performing the duties of this job, the employee regularly is required to sit; stand; walk; use hands to manipulate, touch, or grasp; and talk or hear. The employee occasionally is required to reach with hands or arms; use a computer and cellphone/telephone; stoop, kneel, crouch, or crawl; and lift up to 50 pounds. The employee may rarely climb or balance; and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee occasionally is exposed to dust, fumes, airborne particles, allergens, and/or second-hand smoke; and hostile, offensive, and / or violent individuals.

WORK ENVIRONMENT

Work is generally performed in an office or casino gift shop setting with a moderate noise level. Evening and/or weekend work may be required. Tight time constraints and multiple demands are common. Travel is required for training, meetings, conferences, presentations, and other events.

Updated 07/24/2026