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About the Role
The Retail Shift Manager at Port Authority Bus Terminal assists location management in executing retail operations to ensure optimal customer experiences. This role is responsible for maintaining operational readiness through exceptional cleanliness, proper staffing, and adherence to high retail and operational standards using prescribed policies and procedures.
Responsibilities
- Executes established Standard Operating Procedures (SOPs) during assigned shifts by conducting regular operational checks, ensuring compliance with brand standards, and documenting any deviations for management review.
- Holds hourly associates accountable for following operational protocols while providing immediate coaching and support to maintain consistent standards within assigned areas.
- Ensures merchandise displays remain appropriately clean, stocked, and visually appealing throughout shifts.
- Monitors equipment functionality and reports maintenance needs to operations management.
- Reviews and approves timekeeping punches for assigned shifts and monitors overtime accumulation of hourly team members.
- Assigns work tasks and activities to associates while ensuring all associates take mandated rest breaks and meal periods.
- Escalates performance concerns to leadership as appropriate while providing coaching and guidance to associates.
- Operates POS systems and processes transaction voids while following all company cash handling policies and maintaining proper cash security protocols.
- Monitors inventory levels, assists with merchandise receiving, and processes invoices accurately.
- Reports inventory discrepancies and stock-out situations to management.
- Ensures compliance with all company retail policies and procedures.
- Trains staff on brand standards and monitors adherence to visual merchandising standards.
- Executes planogram changes as directed and oversees seasonal book displays and promotional setups.
- Delivers exceptional customer service through knowledgeable, professional staff.
- Creates compelling displays for thematic and locally relevant book products within brand guidelines.
- Coaches associates on product knowledge and customer engagement.
- Recognizes strong performance, resolves customer issues using sound judgment, and motivates team members to meet customer experience standards.
- May serve as Manager on Duty (MOD) during assigned shifts, ensuring operational readiness, addressing escalated issues, and representing store leadership.
Requirements
- Requires 2+ years of retail and/or customer service experience.
- Requires minimum of 6 months of supervisory or lead experience in retail, specialty retail, or customer service environment.
- Basic math skills and cash handling experience.
- Knowledge of federal, state, and local safety and health standards, and procedures to comply with retail regulations.
- Ability to speak, read, and comprehend instructions, correspondence, and policy documents.
- Ability to converse comfortably with customers and provide excellent customer service.
- Ability to work shifts during various operating days and hours each week including opening, busy periods, and closing.
Skills
- Book retail experience or active reading interest preferred.
- Experience with POS systems and retail management software.
- Product knowledge relevant to assigned retail category with ability to make customer recommendations, or ability to develop this expertise quickly after hire.
- Strong attention to detail.
- Effective communication skills.
- Ability to maintain operational standards while supporting team performance during assigned shifts.
- Understanding of visual merchandising principles, planogram execution, and retail display standards specific to book retail environments.
- Knowledge of retail inventory management, loss prevention procedures, and merchandise handling protocols.
Location
- Port Authority Bus Terminal
Work Type
- Full-time
Experience Level
- 2+ years of retail and/or customer service experience
- Minimum of 6 months of supervisory or lead experience
Salary/Compensations
- $23.73 - $26.37 an hour
Benefits
- Health, dental and vision insurance
- Generous paid time off (vacation, flex or sick)
- Holiday pay
- 401(k) retirement plan
- Company paid life insurance
- Tuition reimbursement
- Employee discounts across all company brands
- Employee assistance program
- Training and exciting career growth opportunities
- Referral program – refer a friend and earn a bonus
About the Company
- Avolta, including Dufry, HMSHost Corporation, Hudson, and affiliates (“the Company”), is an equal opportunity employer.
Equal Opportunity
- It is the Company’s policy to ensure equal employment opportunity in all aspects of employment and to comply with anti-discrimination laws and regulations.
- The Company prohibits discrimination and harassment of any type and provides equal opportunities to applicants and team members without regard to actual or perceived race, color, creed, age, religion, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, national origin, disability, military service and veteran status, ancestry, citizenship status, marital status, protected medical condition as defined by applicable state or local law, genetic information, or any other basis protected by applicable federal, state or local laws and ordinances (referred to as “protected characteristics”).