POSITION SUMMARY

The Retail Associate is an important member of the Mountain Lake guest experience team and is responsible for providing friendly, knowledgeable, and efficient service throughout Mountain Lake's regular and seasonal retail operations. This position works in one or more retail locations across the resort, including year-round shops, seasonal outlets, event retail locations, temporary or pop-up shops, and other retail operations established by Mountain Lake. The Retail Associate serves as an ambassador for Mountain Lake and is expected to create positive interactions and lasting memories for every guest. This position requires a strong customer-service mindset, knowledge of basic retail sales practices, attention to appearance and merchandising standards, accurate cash handling, and the ability to recommend products and experiences that enhance the guest's visit. Associates must be flexible and willing to work where needed based upon business levels, seasonal demands, special events, and guest needs.

ESSENTIAL DUTIES & RESPONSIBILITIES GUEST SERVICE & THE MOUNTAIN LAKE EXPERIENCE

• Welcome and acknowledge every guest in a warm, friendly, and professional manner.
• Provide attentive service and create memorable guest interactions consistent with Mountain Lake service standards.
• Follow Mountain Lake's established guest-service standards, including the 10-and-5 guest acknowledgment practice.
• Assist guests with merchandise selections and provide knowledgeable recommendations.
• Learn and communicate information about Mountain Lake merchandise, amenities, activities, dining, spa, recreation, events, and other resort offerings.
• Answer guest questions accurately and seek assistance when the answer is not known.
• Take ownership of guest concerns and involve a supervisor, manager, or Manager on Duty when appropriate.
• Thank guests for their purchases and invite them to continue enjoying everything Mountain Lake has to offer.
• Maintain a positive and professional attitude during all guest and associate interactions.

RETAIL SALES & OPERATIONS

• Operate assigned retail outlets in accordance with Mountain Lake operating procedures.
• Process sales transactions accurately using the approved point-of-sale system.
• Handle cash, credit cards, gift cards, discounts, coupons, and other approved forms of payment accurately.
• Follow established opening and closing procedures and maintain accurate cash drawers.
• Assist with receiving, unpacking, pricing, tagging, stocking, and displaying merchandise.
• Maintain appropriate inventory levels on the sales floor and replenish merchandise throughout the shift.
• Participate in inventory counts and other inventory-control procedures as assigned.
• Become knowledgeable about merchandise carried throughout Mountain Lake's retail operations.
• Promote featured products, seasonal merchandise, packages, special promotions, and other resort offerings.
• Support appropriate upselling and cross-selling opportunities while maintaining a genuine, guest-focused approach.
• Follow established procedures for returns, exchanges, discounts, damaged merchandise, and other retail transactions.

MERCHANDISING & PRESENTATION

• Maintain attractive, organized, clean, and fully stocked retail displays.
• Follow Mountain Lake merchandising and brand presentation standards.
• Ensure merchandise is properly priced and displayed; regularly straighten and recover the sales floor.
• Maintain clean shelves, counters, displays, fixtures, windows, entrances, and point-of-sale areas.
• Immediately address or report anything that is broken, dirty, damaged, unsafe, or negatively impacts the guest experience.
• Assist with seasonal merchandising, promotional displays, special events, holiday decorating, and retail resets.

REGULAR, SEASONAL & EVENT OPERATIONS

• Work in regular and seasonal retail outlets as assigned.
• Support temporary, mobile, festival, holiday, and special-event retail operations.
• Assist with setup and breakdown of seasonal and special-event retail locations.
• Move merchandise and supplies between approved retail locations when directed.
• Support high-volume resort weekends, holidays, festivals, Dirty Dancing weekends, holiday programming, and other special events.
• Remain flexible regarding work location and assigned responsibilities based upon guest volume and operational needs.

CUSTOMER SERVICE EXPECTATIONS

Retail at Mountain Lake is more than completing a transaction. Each interaction is an opportunity to enhance the guest's experience and create a lasting memory.

• Put the guest first and be approachable, welcoming, and knowledgeable.
• Make eye contact and acknowledge guests promptly.
• Anticipate guest needs whenever possible and take ownership rather than simply redirecting a guest.
• Know the products being sold and confidently explain their features and value.
• Maintain a sense of urgency during busy periods and keep retail areas guest-ready throughout the operating day.
• Demonstrate pride in Mountain Lake, its history, natural environment, and guest experience.

INVENTORY & LOSS PREVENTION

• Follow all inventory-control and loss-prevention procedures.
• Accurately receive, count, stock, and transfer merchandise as directed.
• Report damaged, missing, incorrectly priced, or low-stock merchandise.
• Protect Mountain Lake merchandise, cash, equipment, keys, and other assets.
• Immediately report suspected theft, fraud, or unusual transactions to management.
• Do not provide unauthorized discounts, complimentary merchandise, refunds, or adjustments.
• Participate in physical inventory counts as required.

TEAMWORK & COMMUNICATION

• Work cooperatively with Retail, Spa, Front Office, Recreation, Food & Beverage, Housekeeping, Facilities, Sales & Events, and other Mountain Lake departments.
• Communicate operational concerns promptly to the Retail Supervisor, Retail Manager, or Director of Retail & Spa.
• Report maintenance concerns through established Mountain Lake procedures.
• Arrive on time, in proper uniform, and prepared to begin work at the scheduled time.
• Attend required departmental meetings and training sessions.
• Assist coworkers during high-volume periods and demonstrate a team-first attitude.
• Maintain professional communication and refrain from gossip or behavior that negatively affects the workplace or guest experience.

SAFETY & PROPERTY STEWARDSHIP

• Maintain clean, safe, and obstruction-free retail areas.
• Follow all safety, emergency, security, and loss-prevention procedures.
• Immediately report unsafe conditions, accidents, injuries, spills, damaged equipment, or security concerns.
• Use equipment and supplies properly and responsibly.
• Support Mountain Lake's environmental stewardship, recycling, and conservation initiatives.
• Help protect the natural beauty, historic character, and resources of Mountain Lake.

QUALIFICATIONS & EXPERIENCE

• Previous retail, hospitality, customer service, cashier, or sales experience preferred.
• Basic knowledge of retail sales and customer-service practices required.
• Ability and willingness to learn Mountain Lake products, services, history, amenities, and guest experiences.
• Strong interpersonal and communication skills with a friendly, professional, and guest-focused demeanor.
• Ability to accurately handle cash and complete point-of-sale transactions.
• Ability to learn and use retail point-of-sale and inventory systems.
• Strong attention to detail and organizational skills.
• Ability to work independently while contributing positively to a team environment.
• Dependable attendance and punctuality required.
• Ability to maintain composure and professionalism during high-volume periods.

SCHEDULING REQUIREMENTS

Mountain Lake is a resort operation serving guests throughout the year. This position requires schedule flexibility based upon occupancy, seasonal operations, events, and business needs.

WEEKENDS AND HOLIDAYS ARE REQUIRED.

• Day and evening shifts.
• Peak resort weekends and holiday periods.
• Seasonal operations, festivals, and special events.
• High-occupancy periods.
• Extended or adjusted operating hours when business demands require.

Regular and reliable attendance is an essential function of this position.

PHYSICAL REQUIREMENTS

• Stand and walk for extended periods during scheduled shifts.
• Frequently bend, reach, stoop, and perform repetitive motions.
• Lift, carry, move, and stock merchandise and supplies weighing approximately 25-40 pounds, with assistance when appropriate.
• Safely use step stools or approved equipment when stocking merchandise.
• Work indoors and, when assigned to seasonal or event outlets, outdoors in varying weather conditions.
• Perform the essential functions of the position with or without reasonable accommodation.

PERFORMANCE EXPECTATIONS

• Exceptional guest service and professional appearance and conduct.
• Product knowledge, sales awareness, and appropriate upselling.
• Accurate cash handling and proper merchandising and stocking.
• Cleanliness, organization, dependability, and punctuality.
• Effective communication, teamwork, and sense of urgency.
• Ownership, accountability, and respect for Mountain Lake's property and natural environment.

THE MOUNTAIN LAKE PROMISE

"We create unforgettable experiences and memories by taking care of our guests, caring for each other, and preserving this mountain for generations to come." The Retail Associate is expected to support this Promise during every shift by providing genuine hospitality, caring for our retail environments, supporting fellow associates, and helping every guest leave Mountain Lake with a positive memory of their experience.

OTHER DUTIES

This job description is intended to describe the general nature and level of work performed by associates assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities may be modified or additional duties assigned based upon the operational needs of Mountain Lake.

Job Type:

Part-time Pay:

From $15.00 per hour Ability to

Commute:

Pembroke, VA 24136 (Required) Ability to

Relocate:

Pembroke, VA 24136: Relocate before starting work (Required)

Work Location:

In person