Hospitality Manager, Guest Experience

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Job description

Through the lens of a luxury operator, the Hospitality Manager, Guest Experience will focus their time on developing a strong team, who achieves the overarching sales goals in a daily/weekly/monthly/annual basis, place a strong emphasis on engaging visitors and wine club members, and work as the lead on the Tasting Room floor to lead, inspire, and achieve exceptional team behavior, high level experiences, and results.

In addition, this position will support and execute all activities related to meaningful and impactful special events that drive sales while building long term brand awareness and equity, guest loyalty, and positive community impact.

Best-in-Class Guest and Member Services and Trade Engagement:

Develops and executes best-in-class consumer and trade experiences that complement and accentuate the DAOU wine experience.

Implements a 360-degree approach to Guest and Member experience management to drive long term engagement and loyalty.

Team Engagement, Training, Support, and Education:

Recruits, hires, trains, manages and supports Tasting Room staff of 50+.

Coaches and develops associates so they represent the highest level of expertise available in the wine industry with an emphasis on customer service, wine education and gracious hospitality.

Lead by example to provide daily, hands-on leadership to the Tasting Room staff.

Exemplifies values of an agent of positive change who is flexible, nimble, and works well under pressure.

Financial Strategy and Sales Management:

Responsible for implementing strategies to drive traffic, achieve sales goals and targets.

Manages tasting room sales performance, including monitoring sales trends and budget, managing costs and adjusting business strategies as needed to meet target revenue goals.

Achieves all annual sales, wine club sign-ups, and customer data collection goals.

Evaluates effectiveness of programs by performing periodic reviews and monitoring guest feedback on a regular basis. Implement changes as needed to reach plan and objectives.

Work effectively with management and leadership team.

Operations and Systems Support:

Maintains and implements all procedures, SOPs, and operational documentation for Tasting Room.

Demonstrates high level of detail in managing all aspects of facility, repair, and maintenance.

Works to constantly streamline and improve business operations through on-going process and people management.

Requirements

Must be at least 21 years old.

Ability to work a flexible schedule including weekends, holidays, and evenings.

Wine Certification from Court of Master Sommeliers, WSET or SWE a plus.

Minimum 2 years' experience in hospitality, winery, or restaurant management.

Knowledge of retail / hospitality software database systems as well as on-going willingness to learn new systems.

Ability to lift, move, and carry wines-up to 65 lbs.

Success Factors/Job Competencies

A strong, emotionally intelligent leader who is capable of inspiring and engaging others.

Restless innovator who desires to foster a culture of creativity and positivity and creates disruptive ideas that result in evolution and growth.

Has passion for and pursues the knowledge and skill required to deliver unparalleled results.

Self-motivated, detail-oriented individual with experience as a positive change-agent.

Professional demeanor and leadership presence that inspires others to grow and creates a positive work culture.

Experience with luxury brands with emphasis on luxury guest experiences.

Proven sales management skills with a track record of delivering positive business results.

Passion for wine, food, and the wine country lifestyle.

Working Conditions

Ability to work a flexible schedule including weekends, holidays and evenings.

Long and irregular hours during peak seasons and special events.

May require travel

Must be able to lift at least 65 lbs.

Sitting or standing for long periods of time (8 hours per day).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The compensation range for this role is $65,000-$70,000/year.

Benefits

401K, Medical, Dental, Vision, Life Insurance

The purpose of this summary is to describe the essential job functions and the level of work performed by individuals assigned to this position. This description is not an exhaustive list of all job duties performed by this position. Management reserves the right to modify, add or remove duties from particular jobs and assign other duties as necessary.

DAOU is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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