Director of Hospitality & Guest Experience

Job Description:

A highly regarded luxury hospitality destination in Napa Valley is seeking an experienced and passionate hospitality leader to oversee all aspects of guest experience, team development, and direct-to-consumer sales operations.

This is an opportunity for someone who believes exceptional hospitality is found in the details. We are looking for a leader who can create memorable guest experiences, inspire a high-performing team, and maintain elevated standards while keeping the atmosphere welcoming, authentic, and approachable.

The ideal candidate is equally comfortable coaching a team, engaging with guests, driving revenue, solving problems, and ensuring every interaction reflects a culture of genuine hospitality.

What You'll Do
Lead, inspire, and develop a hospitality team committed to excellence.
Establish and uphold exceptional service standards across all guest touchpoints.
Foster a culture that balances luxury hospitality with warmth, authenticity, and approachability.
Recruit, train, coach, and evaluate hospitality staff.
Lead ongoing training, coaching, and professional development programs for team members.
Manage scheduling, staffing, time clock, and daily hospitality operations.
Serve as a visible leader on the floor, supporting both guests and team members.
Ensure all hospitality policies, procedures, and service standards are consistently executed.
Drive tasting room performance, membership growth, customer retention, and direct-to-consumer sales initiatives.
Develop and implement sales strategies, promotions, and guest engagement programs.
Monitor key performance indicators and create action plans to achieve revenue, conversion, and retention goals.
Own the financial performance of the hospitality operation, including budgeting, forecasting, expense management, and profitability goals.
Analyze business performance and guest trends to identify opportunities for growth and operational improvement.
Ensure seamless guest experiences from arrival through post-visit follow-up.
Collaborate with senior management on hospitality initiatives, strategic planning, and business goals.
Maintain operational excellence, including inventory management, safety procedures, reporting, compliance, and administrative processes.
Keep Tasting notes, menus and other marketing materials current.
Build and maintain relationships within the local hospitality and tourism community, including scheduling off-site pourings.
Support special events, private experiences, and guest engagement programs.
Contribute to marketing and customer communication efforts as needed.
Serve as a role model for service excellence, professionalism, accountability, and team culture.

Qualifications
Minimum 5 years hospitality retail management experience, including recent experience in winery hospitality or restaurant management. Demonstrated success leading teams and creating exceptional customer experiences.
Proven ability to drive revenue growth while maintaining an elevated guest experience.
Experience managing budgets, forecasting, and operational performance metrics.
Strong sales acumen with a track record of achieving goals and delivering results.
Demonstrated success developing, coaching, and mentoring team members.
Excellent written and verbal communication skills.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Strong analytical, decision-making, and problem-solving abilities.
Calm, professional, and solutions-oriented under pressure.
Passion for hospitality and creating memorable guest experiences.
Self-motivated, with the ability to work independently while collaborating effectively across departments.
Proficiency with business software, CRM platforms, POS systems, and reporting tools.
Availability to work weekends, holidays, and special events.
Must be able to lift up to 40 pounds and stand for extended periods.
Knowledge of wine and wine production.

Compensation package includes competitive salary, performance incentives, and benefits. Details will be discussed with qualified candidates.

Please submit your resume and a brief cover letter outlining your hospitality leadership experience and why this opportunity interests you.

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