Guest Relation Officers of Hotel

The Guest Experience Manager will be responsible for leading, mentoring, inspiring, and maintaining a diverse team of exceptional service professionals by serving as a role model for the team and recognizing opportunity areas with diplomacy and finesse. Alongside their counterpart, they will oversee the day-to-day hospitality operations and ensure the team delivers on our service promise to create elevated and memorable experiences for our patrons. This role will also be responsible for achieving financial goals, developing staff, and creating a positive collaborative culture.

Monitor performance and regularly communicate with direct reports to achieve mutual understanding and desired results.

Assist in preparing the departmental budget to ensure adherence to financial objectives with the Director of Hospitality and VP of Domestic Sales and Guest Relations.

Provide constructive feedback to all members of the Guest Relations team and documents all conversations as needed.

Oversee day-to-day hospitality operations in accordance with our service and operating protocols.

Research best practices, stay abreast of industry trends, and maintain awareness of regulatory changes to ensure compliance and continually improve operations.

Manage the guest experience upon arrival, through the flow of all visits and ensure staff scheduling is accurately planned to provide attentive guest service.

Host experiences and events as needed for both consumer, trade and private events including evenings and weekends.

Ensure all Guest Relations team members are appropriately trained and certified as required to meet all relevant regulations pertaining to food handling and alcohol service.

Keep Guest Relations team up to date on procedures, event updates and other pertinent information to aid sales and improve efficiency.

In collaboration with the Guest Experience Manager, Director of Hospitality, conceive, develop and implement innovative and creative guest programs for improving visitor experience and loyalty.

Manage POS System including updating, training, and trouble shooting.

Ensure the provision of all collateral pieces are up to date, accurate, and meet brand standards within the tasting room.

Develop educational opportunities for staff to ensure wine & industry knowledge is current and appropriate.

Manage tasting room appearance to ensure it meets Opus One standards, safety, and maintenance.

Communicates guest, operational, staff and facility-related issues to the Director of Hospitality and the Facilities Manager regularly and consistently.

Analyze any service issues and identify trends. Facilitate the development of creative solutions and ensure implementation to continually improve guest satisfaction.

Build and maintain strong relationships with critical influencers in the Napa Valley such as concierges, restaurant managers, community organizations, and fellow wineries.

Fosters a culture of continual improvement with a focus on our 2030 Vision Pillars: being A Great Place to Work, Globally Responsible, One of the Most Respected Wines in the World, Together We Go Further, and A Daring to Lead Culture.

Manage all allocated wine inventory on site and ensure that it accurately reflects in C7.

Work closely with Accounting and Sales and Marketing team to manage all POS Retail and collateral inventory.

Oversee inventory, stocking of wines, opening and closing for the day.

Speak knowledgeably about Opus One representatives, distributors, retailers, and vintages to better assist customers in the selection of wine or wine-related items.

Complete other assignments and special projects as assigned.

Flexibility of schedule, including weekends and evenings as appropriate.

Five (5) years of managerial experience in a luxury wine or restaurant setting

S degree in hotel and/or restaurant management

Proficient in data software: Microsoft Office Suite (required), and Microsoft Dynamics CRM, Commerce7, and Google Analytics, Excel, MS Excel Skills

Knowledgeable in developing and managing annual operating plans, including proficiency in meeting sales, goals tracking, ROI and analytics and budget management

Clear communication skills and comfortable working with all levels of the organization, especially management, Executive Team, vendors, clients and customers