Hospitality Manager

Job Description:

Position Overview
Cliff Lede Vineyards, an ultra-premium family-owned winery located in Napa Valley’s Stags Leap District, is seeking a full-time Hospitality Manager to join our team. The Hospitality Manager orchestrates day-to-day tasting room operations. The person in this role will also oversee the planning and execution of private group experiences. The ideal candidate has impeccable hospitality and team management skills, is organized, and is detail-oriented. A passion for wine, analytical thinking, and the ability to create amazing guest experiences are essential to this position.

Reporting
This position reports to the Vice President of Marketing and DTC Sales.

Direct reports
The Assistant Hospitality Manager, Private Groups Coordinator, Hospitality Supervisor, Hospitality Associate, Hospitality Assistant, Wine Consultants, and Bar Backs will report to the Hospitality Manager.

Work week
This is a salaried, exempt position. This position includes weekends, evenings, and some holidays.

Professional responsibilities
•  Maintain a visible presence on the tasting room floor, greeting guests, recognizing members, supporting the team, and ensuring exceptional hospitality standards.
•  Oversee all daily hospitality operations, including tastings, tours, private group experiences, staffing, scheduling, payroll, commission and gratuity reporting, and overall guest experience execution.
•  Develop and implement short- and long-term strategies to increase direct-to-consumer sales, profitability, consumer acquisition, and visitation through enhanced guest experiences, industry partnerships, concierge relationships, and outreach initiatives.
•  Collaborate with Marketing, Wine Club, Winemaking, Human Resources, and Hospitality leadership to develop and execute programs, promotions, events, and initiatives that align with Cliff Lede Vineyards’ brand values and business objectives.
•  Recruit, hire, train, develop, and motivate a high-performing hospitality team through onboarding, continuing education, incentive programs, performance management, and team-building initiatives.
•  Lead and coordinate staff training programs covering hospitality standards, SOPs, wine education, POS accuracy, membership acquisition and benefits, brand messaging, compliance certifications, safety programs, shipping and logistics procedures, and new business initiatives.
•  Monitor business performance through regular analysis and reporting of sales results, KPIs, visitation metrics, inventory, and operational data; provide recommendations to improve efficiency, guest satisfaction, and revenue growth.
•  Oversee inventory management, POS controls, transaction reconciliation, vendor relationships, pricing information, and operational procedures to ensure accuracy, compliance, and financial accountability.
•  Maintain and continuously improve hospitality operating procedures, consumer databases, and business systems to ensure accurate records, streamlined operations, and exceptional guest service.
•  Manage all aspects of private group business, including sales inquiries, correspondence, site visits, event planning, vendor coordination, scheduling, payment processing, file management, and event execution, while providing coverage for the Private Groups Coordinator as needed.

Preferred Candidate will exhibit:
•  Leadership by example, discretion, compassion, and empathy
•  Highest sense of hospitality and anticipatory service
•  Positive attitude, friendly demeanor, a sense of humor, and willingness to have fun
•  Sales acumen, initiative, and drive to succeed and grow, personally and for the company as a whole
•  Strong analytical skills with the ability to interpret data and KPIs, identify reporting discrepancies, and make informed business decisions based on trends and insights
•  Ability to listen and de-escalate challenging situations
•  Desire to foster a culture of teamwork where each individual is appreciated
•  Physical presence at the place of business and occasional off-site assignments
•  Must be able to lift a case of wine (45-50lbs)

Proficiency in:
Commerce7
Microsoft Office (Excel, Word, Outlook, and Publisher)
Tock or other reservation software
Familiarity with ShipCompliant and WineShipping is a plus

Diversity & Inclusion
Cliff Lede Vineyards is committed to diversity and inclusion. All visitors, vendors, customers, and employees will be treated equally, respectfully, and with a warm welcome of gracious hospitality, regardless of race, color, religion, sexual orientation, gender identity, national origin, age, or ability.

Compensation Range
Annual Salary $80-95k + bonus eligible

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