Boutique - Boutique Operations Manager

LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service."

Oversees and directs the daily operations of the Halekulani Boutique, Halekulani Bakery Retail Section, and Halepuna Retail Corner to achieve excellence in service, sales performance, and brand presentation. This role ensures an exceptional luxury guest experience while maintaining operational efficiency, inventory integrity, and visual merchandising standards.

The Manager partners closely with the Boutique Director and external retail consultants to support merchandise strategy, assortment planning, and performance optimization aligned with brand identity and financial objectives. The position provides hands-on leadership by supervising, coaching, and developing a high-performing retail team, promoting a culture of accountability, service excellence, and continuous improvement. The Manager is also responsible for staffing, labor controls, inventory accuracy, loss prevention practices, and compliance with company policies and brand standards.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

Overall Boutique Management & Operations:

• Collaborate with the Boutique Director and external retail consultant to support merchandise selection, assortment planning, and seasonal buying strategies.
• Place and manage vendor orders by accurately entering purchase information into the RetailPro system and preparing purchase orders.
• Implement and maintain visual merchandising standards to ensure brand consistency and an engaging in-store presentation.
• Maintain accurate POS and system records by updating product, pricing, and inventory information as needed.
• Coordinate and process merchandise transfers between departments, ensuring accurate tracking and timely execution.
• Deliver exceptional customer service by proactively assisting guests and effectively resolving concerns or issues.
• Maintain boutique appearance and organization by ensuring cleanliness, visual order, and a well-organized sales floor at all times.

Sales, Inventory & Financial Management:

• Analyze sales trends and performance data to provide recommendations that optimize product mix and assortment.
• Monitor overall boutique performance, including sales results, inventory levels, shrink prevention, and operational efficiency.
• Identify pricing discrepancies and take prompt corrective action to ensure accuracy and compliance.
• Coordinate monthly physical inventories with Boutique Clerks and reconcile month-end inventory counts within the POS system.
• Prepare and distribute basic sales, inventory, and performance reports to support management decision-making.
• Oversee shrink control efforts, including monitoring cash overages, shortages, and adherence to loss prevention procedures.
• Submit month-end inventory reports and all related documentation to the Assistant Controller in a timely and accurate manner.
• Partner with Accounts Payable to ensure vendor invoices are reviewed and paid promptly.
• Provide a monthly report of the top ten selling items to the Boutique Director and external retail consultant.

Staff Management Training & Supervision:

• Ensure compliance with company policies and brand standards, and consistently uphold the Hotel's Service Standards and Vision Statement through staff performance and daily operations.
• Supervise, coach, and motivate team members by providing ongoing training, regular performance feedback, and development opportunities, while fostering a positive, engaged, and service-focused team culture.
• Manage staffing and labor controls by overseeing payroll, creating and maintaining schedules, and adjusting shifts as needed to meet operational needs and targeted labor percentages.

Perform all other duties as may be required or assigned.

SUPERVISORY REQUIREMENTS

Reports To: Boutique Director

Supervises: Boutique Clerks

EDUCATION/EXPERIENCE

• Minimum three (3) years retail sales and/or customer service experience.
• Minimum two (2) years managerial or supervisory experience.
• High school diploma or equivalent vocational training certificate.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

LICENSES/CERTIFICATIONS

• Liquor Commission Card

KNOWLEDGE, SKILLS, & ABILITIES

• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Ensure familiarity with all hotel services and features.
• Must be able to work without daily supervision. Must be highly organized, detail oriented, and can multitask.
• Ability to always maintain positive customer and employee relations.
• Ability to operate a point-of-sale system operation and manual procedures.
• Knowledge in inventory taking and reconciliation.
• Ability to resolve complaints and ensure customer and employee satisfaction.
• Ability to work with others independently in a positive manner.
• Must exhibit a poised and professional image
• Able to effectively communicate verbally and in writing
• Proficient in Microsoft Word and Excel, and POS.

MENTAL DEMANDS

• Must be able to comprehend, analyze, organize and prioritize a wide variety of information within time limitations.
• Requires the ability to read and perform mathematical calculations.
• Requires concentration, alertness and attention to detail.
• Must be able to perform under stressful conditions while maintaining a courteous and professional demeanor.
• Must be able to work collaboratively with other team members.

PHYSICAL DEMANDS

Activity

Over 2/3 of the time

About 2/3 of the time

About 1/3 of the time

Less than 1/3 of the time

Seldom or Never

Sitting

x

Climbing

x

Stooping, kneeling, crouching and/or crawling

x

Standing

X

Walking

x

Handling or fingering

x

Eye-hand-foot coordination

x

Use of vision

x

Activity

Less than 25 lbs

25 to 50 lbs.

More than 50 lbs.

Pushing

X

Pulling

X

Lifting

X

Carrying

X

COMMUNICATION DEMANDS

Activity

Over 2/3 of the time

About 2/3 of the time

About 1/3 of the time

Less than 1/3 of the time

Never

Talking (in-person) to co-workers

x

Talking (in-person) to business associates (i.e. outside contractors, vendors, etc.)

X

Talking (in-person) to the public (including guests)

X

Talking on the telephone and/or video conferencing

X

Written communication to co-workers

X

Written communication to business associates (i.e. outside contractors, vendors, etc.)

X

Written communication to the public (including guests)

X

Supervising employees or monitoring services provided by outside consultants, vendors and suppliers

X

Responding to written or verbal requests from co-workers

X

Responding to written or verbal requests from business associates (i.e. outside contractors, vendors, etc.)

X

Responding to written or verbal requests from the public (including guests)

X

Training and/or giving verbal instructions

X

Training and/or giving written instructions

X

Receiving verbal instructions

X

Receiving written instructions

x

Reading

x

Visiting and/or working at other work sites

x

WORK ENVIRONMENT

• Primarily indoors, air-conditioned office
• Indoor/Outdoor, non-air conditioned
• Some exposure to variable temperature conditions
• Exposure to low to moderate noise levels.
• Will be in contact with chemicals and materials normally found in office environments
• Ability to work flexible schedules to include weekends and holidays based on operational needs.

MATERIAL OR EQUIPMENT DIRECTLY USED

Computer, POS, cash register, calculator, telephone, copy machine, fax machine, and other equipment as required.

Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.