Gift Shop and Amenities Manager

Description

Mission & Values

The Virginia Zoo, founded in 1901 and located in Norfolk, Virginia, is home to more than 700 animals representing over 150 species across 53 acres of outdoor habitats, the World of Reptiles, classrooms, and guest amenities. The Zoo is committed to inspiring our community to take action to save the world’s wildlife and their ecosystems. Our vision is a world where everyone values wildlife and the environment.

We prioritize the health, safety, and well being of every animal in our care. We empower our community to protect wildlife and ecosystems locally and globally. We create meaningful experiences that inspire curiosity, learning, and stewardship. We uphold ethical standards in all operations, partnerships, and interactions. We foster a welcoming environment where diverse perspectives strengthen our mission. We work together—staff, volunteers, city partners, and community to advance shared goals.

Position Summary

The Gift Shop and Amenities Manager brings creative vision and operational leadership to the Virginia Zoo’s retail and amenities programs. This role oversees product selection that aligns with the Virginia Zoo’s mission of sustainability, ensuring guests have access to quality, affordable items that enhance their visit. The Manager is responsible for researching and selecting vendors that meet sustainability best practices, managing inventory, recruiting and developing staff and overseeing daily operations for both retail and amenities. The position plays a key role in delivering exceptional guest experience through thoughtful merchandising, efficient operations, and mission-aligned product offerings.

Essential Duties / Responsibilities

• Responsible for the buying and selection process of new products in the gift shop.
• Identifies opportunities to improve and maximize gift shop sales.
• Establish and maintain an effective replenishment process.
• Maintain a well-organized stock inventory.
• Complete full inventory audit quarterly. 
• Develops marketing programs and promotions to increase sales and/or introduce new products.
• Maintain knowledge of market and best practices and trends in sales techniques and strategies.
• Oversee successful opening and closing operations of Train & Gift Shop. 
• Plans and executes product placement and visuals merchandising.
• Provides detailed analysis of forecast trends.
• Manages and monitors secure handling of cash, including end-of-day and till reconciliation.
• Resolve guest issues promptly and effectively.
• Coordinates maintenance for Mini Melts, strollers, scooters, and other contracted services utilized by the gift shop. 
• Shares responsibility for the successful operation and management of Zoo Amenities.
• Accurately tracks and reports train rider data.
• Recruits, interviews, hires, and trains new amenities staff. 
• Oversee the daily workflow of the department.
• Provides constructive and timely performance evaluations.  
• Manages discipline and termination of employees in accordance with company policy. 
• Manages staff scheduling, timecards, and timecard submissions.
• Performs other duties as assigned.

Education and Experience

• Bachelor’s degree in Business Management, Retail, Merchandising, or a related field, or equivalent experience.
• Five years of retail experience, including supervisory responsibilities. 
• Retail merchandising experience required.
• Product buying and selection experience required.

Minimum Qualifications

• Excellent verbal and written communication skills. 
• Excellent interpersonal and customer service skills.
• Demonstrated excellence in sales and guest service.
• Strong attention to detail and ability to maintain organized operations.
• Proven ability to meet deadlines in a fast-paced environment.
• Ability to analyze issues and develop effective solutions.
• Strong leadership skills with experience guiding staff.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a fast-paced and sometimes stressful setting.
• Proficient with Microsoft Office Suite or related software.
• Confident, energetic, and self-motivated with a commitment to outstanding guest service.
• Ability to maintain a professional appearance and manner.
• Able to work indoors and outdoors in all weather conditions. 

Preferred Qualifications

• Sales forecasting experience strongly preferred.
• Gift Shop management experience within a visitor attraction, museum, or amusement/theme park

Physical Requirements / Working Conditions

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 30 pounds at times. 
• Able to work indoors and outdoors in all weather conditions. 
• Ability to stand and walk for extended periods during retail and amenities operations.
• Abilit to move across Zoo grounds, including uneven surfaces, when supporting amenities or train operations.
• Comfortable working in environments with moderate noise levels from guests, train operations, and amenities equipment. 

Special Requirements

• Ability to pass a background check
• Valid Drivers License  

Equal Employment Opportunity Statement

The Virginia Zoo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

ADA Accommodation Statement

The Virginia Zoo is committed to providing reasonable accommodations to qualified individuals with disabilities to ensure equal access to employment opportunities and the essential functions of each position. Applicants or employees who require accommodation may contact Human Resources to initiate an interactive process.