Lead and develop all Gift Room staff, including Leads and Assistant Managers Assume full responsibility for hiring, training, evaluating, rewarding, and performance management in accordance with company policies. Prepare and manage staff schedules to ensure adequate coverage for all shifts, including arranging for vacation and sick time coverage. Own, maintain, and continuously improve the official Gift Room training manual and Standard Operating Procedures (SOPs) to ensure all clerks are confident and proficient in their duties. Foster a motivated and professional team environment grounded in the philosophy of accuracy and excellent guest service. Oversee and ensure the accuracy of all daily and weekly audits of Gift Room transactions, including Manifested Tours, Owner Referrals, and walk-in ticket sales. Manage and assume ultimate responsibility for the security of all Gift Room assets, including the control and maintenance of all ticket and certificate inventory. Supervise the auditing and balancing of all cash banks at the beginning and end of each clerk's shift and manage the relationship and procedures for bank deposits. Process and verify all daily paperwork and receipts for corporate records, ensuring Point-of-Sale (POS) paperwork is submitted as required for record keeping. Function as the primary liaison between the Gift Room and the Sales, Marketing, Contract Processing, and Deeding departments to drive efficiency, accuracy, resolve issues, and ensure a seamless guest experience. Manage the setup and distribution of new premiums and gift items, including vendor communication and contract upkeep as needed. Utilize marketing reports and POS data to analyze team performance, identify trends, and implement strategies for improving accuracy and ticket sales. Other duties as assigned.
