Reports To: Director of Operations

Position Overview:

The Director of Retail is responsible for the strategic and operational leadership of the three signature guest-facing venues at Carneros Resort and Spa: Market, Post, and Coop and any future retail space in the Town Square area. This role is charged with ensuring excellence across guest service, financial performance, merchandising, staffing, and overall outlet operations.

This leader will bring a strong background in luxury food and beverage, retail and hospitality, with proven ability to manage multi-outlet operations, oversee budgets and payroll, and inspire a team to deliver elevated guest experiences in alignment with the resort’s luxury standards.

Key Responsibilities:

Guest Experience & Brand Excellence

• Set and uphold service standards across Market, Post, and Coop that reflect Carneros Resort and Spa's luxury standards.
• Drive top line revenue throughout all operations.
• Ensure each outlet delivers a personalized, immersive experience through product expertise, visual presentation, and attentive service.
• Serve as a key guest ambassador, resolving escalated guest concerns and identifying opportunities to exceed expectations.
• Increase Guest Engagement through new promotions, activities and experiences.

Outlet Operations Management

• Oversee the daily operations of all outlets, ensuring consistency in service, staffing, cleanliness, and operational procedures.
• Ensure all locations are well-maintained, fully stocked, and visually appealing.
• Educate and train all staff on Forbes standards.
• Develop SOPs and operational checklists to ensure consistency and efficiency across outlets.

Merchandising & Inventory Management

• Lead product curation and inventory planning for each outlet, ensuring alignment with guest interests and seasonal demand.
• Create and execute merchandising strategies that optimize space, storytelling, and profitability.
• Monitor stock levels and manage inventory turnover, shrinkage, and vendor relations.

Wine & Spirits Program Oversight (Market and Post)

• Direct the operations of the outlets, including product selection, tastings, and private events.
• Collaborate with resort beverage director, vendors and resort partners to maintain an exceptional, rotating portfolio of wines and spirits.
• Focus on developing Post into a retail destination with a Carneros Wine Club.
• Ensure compliance with all alcohol service regulations.

Fashion & Lifestyle Retail Coordination (Coop)

• Support the Coop Manager to align on seasonal merchandise direction, brand presentation, and guest experience strategies.
• Provide strategic oversight of Coop's financial performance, including budget planning, revenue tracking, and profitability analysis.
• Support the Coop Manager in vendor relations, inventory planning, and promotional initiatives, ensuring all efforts are in sync with resort branding and retail goals.
• Serve as a liaison between Coop and resort leadership to ensure consistent communication, alignment on cross-outlet initiatives, and overall retail cohesion.

Financial Leadership

• Develop and manage operating budgets for all outlets, ensuring revenue targets and cost controls are met.
• Oversee payroll, labor scheduling, and operational expenses in accordance with financial goals.
• Analyze sales performance and outlet-specific KPIs, adjusting strategies to optimize profitability.

Team Leadership & Development

• Recruit, train, and lead a high-performing team across all three outlets.
• Foster a culture of excellence, accountability, and guest-centric service.
• Conduct performance reviews, provide coaching, and support ongoing staff development.

Cross-Functional Collaboration

• Work closely with the Rooms, Spa, Food & Beverage, Sales, and Marketing teams to create integrated guest experiences and promotional opportunities.
• Represent the outlets at resort leadership meetings and in resort-wide initiatives.
• Ensure consistent alignment of all outlets with Carneros Resort’s brand image and strategic goals.

Additional Responsibilities

Perform other duties as assigned to support the overall success of the resort and its outlets, including participating in resort-wide initiatives, special projects, or assisting in areas outside primary scope as business needs evolve.

Qualifications:

• 5+ years of progressive leadership experience in retail, hospitality, or outlet management, preferably in a luxury resort or boutique setting.
• Proven ability to manage multi-unit operations and diverse teams.
• Strong financial acumen including budgeting, payroll, and P&L analysis.
• Deep understanding of retail merchandising, inventory systems, and service excellence.
• Wine and spirits knowledge and/or tasting room experience strongly preferred.
• Exceptional interpersonal, communication, and leadership skills.
• Proficient in POS and inventory systems, Microsoft Office Suite.
• Flexible schedule, including availability for weekends, holidays, and evenings