TASTING ROOM SUPERVISOR

Tasting Room Supervisor

The Tasting Room Supervisor is a working front-of-house leader responsible for supporting daily tasting room operations while delivering exceptional guest experiences. This position assists the Tasting Room Manager by supervising associates during assigned shifts, maintaining service standards, supporting wine sales and wine club membership growth, and ensuring a safe, clean, and welcoming environment for guests and associates.

Compensation: $27.00-$30.00 hourly

Benefits Per Company Plan Details:

• Medical, Dental, Vision
• 401k Matching Plan
• Life Insurance
• Hospital Confinement Plan
• Pet Insurance
• 3 Weeks of PTO
• 8 Paid Holidays, including Associate Birthday Paid Off

**The terms and conditions associated with each Benefit are outlined in the Associate Handbook, additional documentation provided by Human Resources, or within the policies of the carriers providing the benefits.

Schedule:

• Wednesday – Sunday, 10:30 a.m. – 7:00 p.m.
• Weekends and holidays required
• Occasional evening wine club and special events– with advance notice

Qualifications:

• Must be at least 21 years of age.
• Previous leadership experience in hospitality, restaurant, winery, hotel, event, or customer service environments preferred.
• Strong guest service and communication skills.
• Ability and willingness to learn supervisory skills, including coaching, motivating, and directing associates.
• Ability to remain calm and professional when handling guest concerns, difficult conversations with guests and high-volume situations.
• Basic computer skills including Outlook, Word, Excel, AI, ADP WorkforceNow, Commerce7 and TOAST POS systems.
• Ability to learn Ponte wines, wine club programs, service standards, and operating systems.
• Must be able to work a flexible schedule including weekends, holidays, and special events.

Essential Duties and Responsibilities:

Staff Leadership:

• Supervise associates during assigned shifts.
• Assist with onboarding and training new associates.
• Communicate daily priorities and operational needs to staff.
• Provide coaching and performance feedback to associates.
• Escalate employee relations concerns, policy violations, and performance issues to the Tasting Room Manager and Human Resources.
• Foster a positive and collaborative work environment.
• Direct workflow and assign daily responsibilities to associates during assigned shifts.
• Make operational decisions necessary to maintain guest service standards and efficient operations.
• Communicate significant operational issues to the Tasting Room Manager.

Guest Experience and Service Recovery:

• Deliver exceptional hospitality and create memorable guest experiences.
• Lead by example through professional appearance, service, and conduct.
• Serve as the first point of contact for guest concerns, complaints, and service recovery situations.
• Handle difficult guest interactions with professionalism, sound judgment, and composure.
• Demonstrate the ability to de-escalate conflict, communicate effectively, and resolve issues independently whenever appropriate.
• Maintain a calm, confident, and solution-oriented demeanor during periods of high guest volume, operational challenges, and stressful situations.
• Promote wine sales, wine club memberships, and special events.
• Ensure tasting room service standards are consistently maintained.
• Recognize situations that require management involvement and escalate concerns appropriately after reasonable efforts have been made to resolve the matter at the Supervisor level.

Operations:

• Perform opening and closing procedures.
• Monitor associate attendance, meal periods, and rest breaks.
• Ensure associates are in proper uniform and following Company standards.
• Assist with floor coverage and provide support where needed to maintain efficient operations.
• Maintain cleanliness, organization, and presentation standards throughout the tasting room.
• Assist with inventory counts and stock replenishment as directed by management.
• Support wine club, event, and member experience initiatives.
• Assist with cash handling procedures, end-of-day reconciliation, as well as TOAST and Commerce7 troubleshooting as assigned.
• Break floor positions as needed.
• Review and approve guest service recoveries, discounts, and operational adjustments within established guidelines.

Safety and Compliance:

• Ensure the safety of guests and associates.
• Comply with all federal, state, county, and Company requirements regarding alcohol service.
• Maintain a clean and safe work environment.
• Follow all emergency procedures and safety protocols.
• Report accidents, injuries, safety concerns, and maintenance issues promptly.
• Exercise sound judgment regarding responsible alcohol service and guest intoxication concerns.
• Consistently follow Company procedures for refusal of alcohol service when appropriate.

Technology:

• Utilize ADP Workforce Now, Commerce7, TOCK, Toast POS, and Company systems as trained.
• Accurately process guest transactions and reservations.
• Utilize Company communication platforms, mobile devices, and reporting tools.

Physical Requirements:

• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 40 pounds.
• Ability to work indoors and outdoors in varying weather conditions.
• Ability to bend, reach, stoop, and climb stairs as needed.

Company Standards:

• Understand and demonstrate Ponte's Core Values and Service Standards.
• Treat all guests and associates with respect and professionalism.
• Demonstrate integrity, accountability, and teamwork.
• Support a culture of hospitality, safety, and excellence.
• Perform all other duties assigned by the Tasting Room Manager.