Hospitality Manager

Job Description:

Summary:

The Hospitality Manager position is responsible for the execution and management of Dutton Estate Winery’s Hospitality program. This role will be a champion of team management, customer service, sales, creating unforgettable experiences that emphasize the history of the Dutton family, the wines they grow and produce, and the region in which they’ve established their legacy.

We are searching for an individual who can balance “wearing all hats” with a culture of positivity and collaboration, and an appetite for growth and achievement.
Duties and responsibilities:

•  Design and implement tasting experiences that showcase the brand’s wines, property and products to maximize sales, club conversions, and repeat visits.
•  Responsible for all TR leadership including recruiting, training, scheduling, education, communication, and conflict resolution.
•  Responsible for coaching hospitality team members, providing regular performance feedback, and conducting performance reviews as needed.
•  Responsible for creating, planning and executing winery events and private events/private tastings.
•  Responsible for achieving Tasting Room revenue goals and managing the budget to maximize profit.
•  Monitor and analyze daily and monthly Tasting Room performance metrics, including goal attainment, guest traffic trends, tasting-to-purchase conversion rates, and other key indicators of business success. Identify trends, evaluate performance, and provide recommendations to improve results and drive growth.
•  Performs day-to-day tasting room floor operations as needed: guest hospitality, pouring/selling wine, opening/closing procedures, packing orders, light cleaning, food prep, etc.
•  Responsible for being the winery representative at various industry organizations and networking groups. Such as, Taste west Sonoma, Taste Route 116 & Wine Road,
•  Spearheads local outreach efforts with luxury hotels, DMCs, transportation providers, and industry partners.
•  Responsible for scheduling staff members for hotel/offsite pourings and local consumer events.
•  Assisting in case goods inventory for daily/weekly/monthly counts and reconciliation.
•  Supports Executive Director in wine club processing.
•  Responsible for logistical needs associated with daily wine shipments, including ordering shipping supplies.
•  Reservations: maintain reservation software offerings and communications, manage all aspects of this platform and oversees all booking opportunities via phone or in person.
•  Responsible for maintaining a pristine environment for our guests: neat, clean, organized, warm and welcoming at all times.
•  Works closely with the executive leadership team to ensure they are appraised of and involved in all initiatives, in order to maintain the best possible representation of the brand’s voice and identity.
•  Partners with leadership to develop and refine SOPs, driving operational efficiency and consistency across the estate.
•  Ensures compliance with safety standards, emergency preparedness, and property protocols.
•  Maintains and updates a robust CRM platform.
•  Constantly identifying upselling opportunities and embedding them in every member and guest interaction: club conversion, tier upgrades, add-on sales, merchandise sales, event tickets, return reservations, add-ons to club orders, membership retention and any other way to increase AOV & LTV.
•  Reporting as assigned.
•  Other duties as assigned.

Required Qualifications:
•  Proven leadership skills and track record of success in managing others.
•  Proven sales skills and experience leading and motivating a team of sales people.
•  Genuine enthusiasm for hospitality, storytelling, sales, and leading/motivating a team.
•  Must have excellent verbal and written communication skills, including public speaking.
•  Ability to establish priorities, work independently and proceed with objectives without supervision.
•  Knowledge and genuine enthusiasm for Sonoma County wine, food, tourism, and history.
•  High level of proficiency with various programs, including Commerce7, ShipCompliant, CellarPass, RedChirp, Microsoft Office (Word, Excel and Outlook), and web applications.
•  Must be proactive and have strong organizational skills including exceptional attention to detail and follow-through.

Additional Desired Skills:
•  Leadership by example. Do not ask your team to do anything you wouldn’t do.
•  The ability to foster a positive, motivated, sales-focused team.
•  Collaborative with subordinates, superiors, peers, and partners.
•  Effective and proactive communicator.
•  Ability to lift, push, pull, or move up to 50 lbs
•  Ability to stand for extended periods of time.

Benefits package including: Medical, Dental, and Vision, Paid Time Off (vacation, sick time, and holidays), employee product discounts.

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