Tasting Room Lead

Job Description:

Positions Summary:

The Tasting Room Lead serves as the onsite point of contact responsible for leading day to day tasting room operations, creating an exceptional customer experience, promoting our products, curating and executing on-site events, and coordinating RAW Cider Company’s cider club. This role sets the standard for service, leads the team on the floor, and ensures operational excellence. Reports to the Tasting Room & Outside Sales Manager.

Essential Functions and Responsibilities: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Service Leadership

Acts as Lead on the floor, setting the tone for service, professionalism, and guest experience.

Maintains composure and a professional demeanor during high-pressure or high-volume situations.

Proactively identifies operational gaps and implements solutions in real time.

Supports Tasting Room & Outside Sales Manager with enhancing staff and guest experience, SOP development, and team communications.

Assists with enhancing team members service skills, product knowledge, and hospitality execution.

Operations & Guest Experience

Welcomes and engages with all guests, tour drivers, and other industry visitors in a friendly and knowledgeable manner.

Shares knowledge with our guests about what makes our ciders and operations unique compared to others such as wine, vineyards, and wineries.

Assists customers in selecting products based on their needs/wants and answer any questions they have.

Leads daily tasting room operations, including serving cider/perry, providing limited food service, processing payments, and maintaining guest profiles and product information.

Keeps track of retail sales and generates POS reports.

Monitors readiness of tasting room facilities, parking, bathrooms, grounds, etc. for maximum guest experience and perception, addressing any areas of concern.

Participates in educational activities to develop a deep understanding of cider/perry and hospitality.

Follows and maintains service protocols and standards.

Identifies opportunities to support operational efficiency and guest flow and communicates recommendations to the Manager.

Provides excellent customer service in person, over the phone, and via email.

Maintains a professional, positive, upbeat, and exciting attitude to enhance the atmosphere in the tasting room.

Respond to customer requests, inquiries, suggestions, and complaints. Acts as the first point of escalation for all customer concerns and issues.

Events

Assists with event scheduling by maintaining the master events calendar, coordinating logistics, and communicating event details to the team.

Plans and executes regular events on premises at the Tasting Room to generate traffic, sales, promote clubs, etc.

Generates concept for each event.

Assists with tracking event expenses within the established budget.

Works with marketing and social team to promote the event.

Assists with workback timelines and troubleshoot issues before and during event.

Ensures compliance with all relevant health and safety regulations during events.

Practices and promotes responsible alcohol service in adherence to legal requirements.

Maintains accurate event records and documentation, including permits, licenses, contracts, and insurance.

Knowledge, Skills, and Abilities:

Strong knowledge of and enthusiasm for cider, and/or desire to learn

Focus on providing great hospitality and customer service

Detail oriented, multi-tasker, and self-motivated

Must be a team player and get along well with others

Strong computer proficiency and data entry experience preferred

Able to work in fast-paced environment

Professional with an upbeat demeanor

Required Qualifications:

3 years related experience in tasting room or taproom operational experience

Must be 21 years of age or older and possess or be able to obtain an OLCC permit and Food Handlers card within 30 days.

Physical Demands:

Ability to stand, sit, use of hands to handle, feel, or reach with hands and arms

Ability to lift and/ or move up to 55 pounds

Specific vision abilities required by this job include close vision and distance vision

Work Environment:

The noise level in the work environment is usually moderate

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