Hospitality Manager

$83,000 - $90,000/Yr

Huneeus Vintners - St. Helena, CA

Full-time - Mid Level

St. Helena, CA

Merchant Wholesalers, Nondurable Goods

About the position

The Hospitality Manager is responsible for enhancing the guest experience at the Flowers Visitor's Center by managing the front-of-house operations and supporting the Director of Hospitality. This role involves overseeing the guest services team, executing exceptional guest experiences, and collaborating with various departments to ensure a seamless and high-quality service. The manager will also focus on staff development, operational efficiency, and event management to drive business objectives and customer satisfaction.

Responsibilities

• Create and execute exceptional guest experiences.
• Establish best practices and systems to ensure guest satisfaction.
• Develop practices that encourage repeat visitation and recommendations.
• Maintain management practices that support daily activities of the guest services team.
• Respond to customer feedback in a positive and expedient manner.
• Aim to exceed customer expectations and surprise and delight them.
• Execute the guest experience calendar aligned with club shipments and peak activity periods.
• Develop and manage a luxury guest services team through recruitment and training.
• Facilitate educational opportunities and training programs for staff.
• Set team goals and provide frequent feedback and annual performance reviews.
• Maintain VC processes including inventory control and POS system entry.
• Create staffing schedules and ensure appropriate staffing levels for operations.
• Ensure the appearance of the Visitor Center meets high-quality standards.
• Assist with POS system training and troubleshooting.
• Manage on-site DTC inventory and partner with e-commerce teams for inventory processes.
• Develop schedules and SOPs for sourced needs including supplies and vendors.
• Function as the key contact for all trade and consumer events and manage event logistics.

Requirements

• A college degree and at least three years of progressive experience in service, hospitality, or related industries.
• Four years of hospitality management experience.
• Proven record of setting and meeting objectives.
• Experience leading groups and managing multiple direct reports.
• Excellent sales and customer service skills.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Outlook, Excel, and Word.
• Solid understanding of management tools including scheduling and inventory tracking.

Nice-to-haves

• Knowledge of DTC best practices is a strong plus.
• Strong interest in fine wine and the Wine Country Lifestyle.

Benefits

• On-the-job training