Guest Experience Manager

Job Description:

The Guest Experience Manager will be responsible for leading, mentoring, inspiring, and maintaining a diverse team of exceptional service professionals by serving as a role model for the team and recognizing opportunity areas with diplomacy and finesse. Alongside their counterpart, they will oversee the day-to-day hospitality operations and ensure the team delivers on our service promise to create elevated and memorable experiences for our patrons. This role will also be responsible for achieving financial goals, developing staff, and creating a positive collaborative culture.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. Other exempt duties may be assigned.
•  Recruit, hire, train and develop the Guest Relations team including performing all periodic check-ins and annual reviews.
•  Monitor performance and regularly communicate with direct reports to achieve mutual understanding and desired results.
•  Assist in preparing the departmental budget to ensure adherence to financial objectives with the Director of Hospitality and VP of Domestic Sales and Guest Relations.
•  Provide constructive feedback to all members of the Guest Relations team and documents all conversations as needed.
•  Oversee day-to-day hospitality operations in accordance with our service and operating protocols.
•  Research best practices, stay abreast of industry trends, and maintain awareness of regulatory changes to ensure compliance and continually improve operations.
•  Manage the guest experience upon arrival, through the flow of all visits and ensure staff scheduling is accurately planned to provide attentive guest service.
•  Supervise specific functional duties, including organizing staff for the daily schedule and calendar set up and clearing of tasting rooms.
•  Monitor and approve PTO requests for All GR Team members, note in the Dashboard in C7, and adjust the schedule as needed to maximize revenue and ensure a seamless guest experience.
•  Host experiences and events as needed for both consumer, trade and private events including evenings and weekends.
•  Ensure all Guest Relations team members are appropriately trained and certified as required to meet all relevant regulations pertaining to food handling and alcohol service.
•  Keep Guest Relations team up to date on procedures, event updates and other pertinent information to aid sales and improve efficiency.
•  In collaboration with the Guest Experience Manager, Director of Hospitality, conceive, develop and implement innovative and creative guest programs for improving visitor experience and loyalty.
•  Handle guests’ concerns in a positive, professional and expedient manner.
•  Meet and greet VIP patrons and guests to ensure they have a positive experience.
•  Manage POS System including updating, training, and trouble shooting.
•  Ensure the provision of all collateral pieces are up to date, accurate, and meet brand standards within the tasting room.
•  Develop educational opportunities for staff to ensure wine & industry knowledge is current and appropriate.
•  Create an annual calendar of internal and external guest speakers to join GR meetings on a monthly basis.
•  Works closely with Trade Ambassadors to provide a memorable and seamless experience for all trade guests.
•  Manage tasting room appearance to ensure it meets Opus One standards, safety, and maintenance.
•  Communicates guest, operational, staff and facility-related issues to the Director of Hospitality and the Facilities Manager regularly and consistently.
•  Analyze any service issues and identify trends. Facilitate the development of creative solutions and ensure implementation to continually improve guest satisfaction.
•  Build and maintain strong relationships with critical influencers in the Napa Valley such as concierges, restaurant managers, community organizations, and fellow wineries.
•  Perform quarterly reviews and Annual Reviews for direct reports.
•  Fosters a culture of continual improvement with a focus on our 2030 Vision Pillars: being A Great Place to Work, Globally Responsible, One of the Most Respected Wines in the World, Together We Go Further, and A Daring to Lead Culture.
•  Manage all allocated wine inventory on site and ensure that it accurately reflects in C7.
•  Work closely with Accounting and Sales and Marketing team to manage all POS Retail and collateral inventory.

Additional Functions:
•  Oversee inventory, stocking of wines, opening and closing for the day.
•  Maintain, update, and expand knowledge of viticulture, enology and the Winery by participating in educational trainings offered by Opus One and outside sources.
•  Speak knowledgeably about Opus One representatives, distributors, retailers, and vintages to better assist customers in the selection of wine or wine-related items.
•  Complete other assignments and special projects as assigned.
•  Flexibility of schedule, including weekends and evenings as appropriate.

QUALIFICATIONS

•  Five (5) years of managerial experience in a luxury wine or restaurant setting
•  B.A or B.S degree in hotel and/or restaurant management
•  Proven leadership skills with ability to inspire and motivate a team
•  Proficient in data software: Microsoft Office Suite (required), and Microsoft Dynamics CRM, Commerce7, and Google Analytics, Excel, MS Excel Skills
•  Knowledgeable in developing and managing annual operating plans, including proficiency in meeting sales, goals tracking, ROI and analytics and budget management
•  Clear communication skills and comfortable working with all levels of the organization, especially management, Executive Team, vendors, clients and customers

COMPENSATION: Base Compensation Range: $77,000 – $94,000 USD annually*

Please visit our careers page to view the comprehensive job description.

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