Retail Manager

Job Title: Retail Manager

Seasonal Employment

Location: Festival Fright Nights at Winchester Mystery House, 525 S Winchester Blvd, San Jose, CA 95128:

Step into the excitement of Thirteenth Floor Entertainment Group, the nation’s leader in immersive, story-driven live events and haunted attractions. As part of our seasonal team, you’ll help create unforgettable experiences that thrill and delight guests across the country—from heart-pounding haunted houses to innovative special events. With a legacy of pushing the boundaries of themed entertainment and a culture fueled by creativity, collaboration, and fun, working here means joining a passionate community that brings world-class scares and smiles to life every night. If you’re ready to be part of the magic behind the screams, we want you on our team!

Job Summary 

Step into the heart of the action as our Retail Manager, where you’ll oversee all retail, upsell and VIP activations. This pivotal role puts you at the center of the action—managing Retail and Upsells with one lead and six staff, VIP Experiences with one lead and four staff, and Inside Guest Services with two staff. You will oversee a diverse inventory of merchandise, ensuring seamless operations from setup to closing, and uphold our company’s gold standard for customer service.

Requirements

Talent & Team Leadership

• Manage and motivate your team throughout the season.
• Design and manage detailed staff schedules, seamlessly integrating them into our system for flawless execution.
• You will oversee all aspects of onsite sales and logistics for retail, upsell and VIP activations. 
• Champion operational excellence, from real-time inventory tracking and back-of-house organization to efficient tent and booth setups.

Customer Experience

• Be the face of hospitality, providing knowledgeable, friendly assistance and resolving guest concerns with empathy and efficiency.
• Serve as the go-to expert on company policies, ensuring every customer interaction is informed, positive, and memorable.
• Tackle challenges head-on, transforming complaints into opportunities for delight.

Event Operations

• Commit to full event availability, leading from the front throughout every phase of the experience.
• Collaborate with the General Manager and key stakeholders to strategize and execute optimal retail setups.
• Maintain rigorous inventory controls, ensuring every product is accounted for and accessible.
• Uphold compliance with California labor laws, guaranteeing staff breaks and workplace well-being.
• Oversee precise opening and closing procedures, setting the tone for operational excellence.

Communication & Collaboration

• Foster a culture of teamwork, clear communication, and shared achievement across all event goals.

Qualifications

• Must be at least 18 years old to apply and work in this role.
• 3–5 years of retail experience, with a proven track record in management.
• Flexible availability, including evenings and weekends, with a commitment to consistent attendance
• Physical stamina to be on your feet and acti