Estate Hospitality Director - Gramercy Cellars

Estate Hospitality Director - Gramercy Cellars

ABOUT GRAMERCY CELLARS

Gramercy Cellars was founded in Walla Walla in 2005 by Master Sommelier Greg Harrington to make Rhône and Bordeaux style wines from Washington’s best sites. Gramercy is joining Avennia, the Woodinville winery founded by Marty Taucher and Chris Peterson. The two wineries share one philosophy: great sites approached with an Old World sensibility, fruit picked in balance, native yeast fermentation, little new oak, and wines that let the vineyard speak. The ambition is plain: to build the finest winery in Washington. The combined company is growing, and so is the room to grow in this role.

THE ROLE

The Estate Hospitality Director leads everything a guest, member, or collector s on the road. The tasting room welcomes both appointments and walk-ins. You will work in coordination with Avennia in Woodinville, including its corporate staff, its tasting room, and its DTC Manager, on shared service standards, a shared club and member strategy, joint events, and consistent guest data in eCellar and Commerce7.

WHAT SUCCESS LOOKS LIKE IN YEAR ONE

Develop into a known leader for excellence in the Walla Walla wine industry A team known for hospitality-led selling, with tasting room sales, average order per guest, and club sign-ups growing against goal. Club conversion, attrition, and tenure tracked monthly and improving. A trained team delivering exceptional hospitality and wine knowledge, both local and international. A working referral network with Walla Walla’s hotels, restaurants, and tour companies. Member events held in Walla Walla and club event markets, coordinated with Avennia.

RESPONSIBILITIES

Guest Experience Hospitality above all, with a focus on Will Guidara Unreasonable Hospitality type principles. Lead daily tasting room operations for appointments and walk-ins. Host seated and private tastings and work the floor whenever it is busy. Design and refine tastings, pairings, and private experiences for guests: first time visitors, members, collectors, and trade. Own reservations, email correspondence, and phone, with replies within 24 business hours. Keep printed materials and collateral stocked and current and set the standard for presentation. Keep all front of house areas clean and guest ready: the tasting room, restroom, kitchen, front porch. Grow review volume on Google and other sites, respond to reviews, and turn guest feedback into positive changes. Post to Gramercy’s social media channels and respond to comments, in coordination with Avennia’s corporate staff. Club Members & Collectors Serve as the primary contact for Gramercy club members and prospects when they visit or contact the winery. Grow the club and mailing list. Keep detailed guest records (preferences, purchases, experience, and visit notes) so every return visit is personal. Lead retention and satisfaction: outreach around each release, library and member offers, and member exclusive experiences, coordinated with Avennia’s DTC Manager. Set goals for visitor numbers, tasting room sales, club sign-ups, and mailing list sign-ups; track and plan improvements. Monthly reporting on goals and tracked KPIs. Team Hire, train, schedule, and review tasting room staff, matching staffing to traffic and coaching from the floor rather than the office. Build ongoing training in local and international wine knowledge, the Gramercy and Avennia stories, service standards, and hospitality led selling. Events & Off-site Plan and run release and pick-up parties, harvest events, private tastings, dinners, and luncheons, in Walla Walla and club pick-up markets. Host sommeliers, trade, and press, and build referral relationships with Walla Walla hotels, restaurants, and concierges. Promote events in coordination with Avennia’s corporate staff. Bring new sales ideas and creative strategies to draw more visitors. Manage caterers, restaurant partners, and vendors, including contracts, staffing, logistics, and event permits. Operations & Compliance Ensure WSLCB compliance for all tastings and events, along with food-safety and workplace-safety standards. Manage POS in eCellar and Commerce7, cash handling, samples, and tasting room inventory and supplies. Manage the hospitality budget and deliver monthly sales and KPI reporting.

QUALIFICATIONS

Required 3–5 years in hospitality, wine industry, or luxury guest service management. Washington MAST permit and Food Handler’s Permit, or the ability to obtain both before starting. Working knowledge of eCellar, Commerce7, or comparable winery POS and club systems; Excel, Google Workspace, and basic financial reporting. Event planning and project management experience, and a sales-driven approach to service. Polished written communication. Working knowledge of Instagram and TikTok. Preferred Court of Master Sommeliers Certified, Advanced or Master Sommelier certification. Restaurant experience a plus. Experience running a wine club or allocation program. Knowledge of Walla Walla and Washington growers and producers.

PAY & BENEFITS

Salary DOE Health benefits and PTO. Wine allowance and discount.

SCHEDULE, TRAVEL & PHYSICAL

Weekends, holidays, evenings, harvest, and event periods are part of the job. Occasional travel to Woodinville and to member events in other markets. Must be 21 or older, able to lift 45 lbs, and able to stand for extended periods #J-18808-Ljbffr Tasting Room Expo