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Position Title: Operations Store Manager  

Reports To:  Director of Casino Apache Travel Center

Supervises:  Cashiers and Supervisors

Summary of Position

The Convenience Store Manager will be responsible for overseeing all aspects of store operations, ensuring excellent customer service, operational efficiency, and staff performance. This position also involves strategic planning, team development, inventory management, and the financial oversight of the store.

Key Responsibilities and Performance/Behaviors

• Ability

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

• Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

• Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

• Service

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

• Professionalism

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.

• Attendance

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.

• Communication

• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.

• Team Work

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

1. Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:

• Develops and executes operational strategies aligned with the resort’s mission, vision, and values.
• Sets performance goals for the team and monitors progress to ensure continuous improvement.
• Leads by example, modeling hospitality behaviors and professional standards.
• Recruits, trains, and mentors team members and assistant managers.
• Conducts regular performance evaluations and provides constructive feedback.
• Promotes a culture of accountability, enthusiasm, and guest-centered service.
• Oversees daily operations including staffing, scheduling, inventory, and merchandising.
• Ensures compliance with safety, sanitation, and regulatory standards.
• Maintains high visibility in the store and truck stop, identifying areas for improvement and celebrating success.
• Facilitates regular team meetings to share updates, guest feedback, and operational goals.
• Encourages open communication and actively listens to team input.
• Collaborates with other departments to enhance guest experience and operational synergy.
• Manages budgets, monitors sales performance, and controls expenses.
• Analyzes financial reports to identify trends and opportunities for growth.
• Implements promotional strategies to drive revenue and guest engagement.
• Demonstrated commitment to researching and implementing new technologies, including artificial intelligence, to enhance the operations of the Store Operations.
• Other duties as assigned.

1. Supervisory Responsibilities

       Directly supervises all team members in the Convenience Store department. Carries out responsibilities in accordance with IMGR&C policies and applicable laws.

1. Education and/or Experience Requirements

      Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

• High school diploma or GED required.
• Associate or bachelor’s degree in Business Administration, Hospitality Management, or related field preferred.
• Minimum 3 years of retail or convenience store management experience.
• Experience supervising teams and managing operations in a fast-paced environment.
• Proven track record of achieving sales goals and maintaining operational standards.
• Familiarity with POS systems, inventory management, and merchandising best practices.

1. Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.

1. Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.