SUMMARY: Oversees the daily guest and sales activities of the Retail Sales Room and Wine Education team, including two Associate Hospitality Managers. Manages and coordinates the processes, operations and back-of-house personnel that support the daily guest and sales activities of the Hospitality Department at Joseph Phelps Vineyards.
DUTIES AND RESPONSIBILITIES:
The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Under general direction, manages and directs Associate Hospitality Managers and Wine Education staff to support the daily guest and sales activities. Monitors cash flow, expenditures and revenues through budget preparation, monitoring and report generation. Responsible for scheduling the team to maximize time and efficiency while providing top notch hospitality. Works in conjunction with the Director of Hospitality and the Marketing Team to develop and promote company image and products. Primary interface with Maintenance Department for facility issues related to maintenance and repair of Guest Center. May serve as a winery representative during outside promotional functions.
PERSONNEL:
Hiring:
Responsible for the interviewing and hiring of Wine Education staff, Assistant Hospitality Managers and Wine Education support staff in coordination with management
Training and Personnel Development:
With AHMs, responsible for setting up training programs, including setting and reviewing 30-, 60- and 90-day goals, providing materials including manuals and books, scheduling classes, seminars and field trips
With AHMs, identifies reporting duties for new Wine Education staff and monitors training
With AHMs, responsible for maintaining and updating all of the training materials used for Wine Educators (levels I-IV.
With AHMs, maintains up-to-date training certification information for all Hospitality staff in Responsible Beverage Service and ServeSafe Food Handling Training
Cross Training:
As needed, oversee cross training with Customer Service, Events and Reservations
Work with Events Manager to provide staff as needed for in-house events
Employee Supervision and Discipline:
Schedule and conduct all 30-, 60- and 90-day reviews, annual performance reviews and year-end bonus reviews for those persons being directly supervised. This includes setting employee goals and following up with goal deadlines
Make recommendations for salary increases and bonuses
Conduct disciplinary actions as needed and communicate in writing with and in coordination with Human Resources
Conduct proper follow-up actions
Schedules:
Work with Associate Hospitality Managers to coordinate and ensure proper coverage and back up for all Hospitality needs.
In conjunction with Associate Hospitality Managers, check that master weekly schedules routed to all staff members, maintaining a forward schedule of at least four weeks, are correct for all Wine Educators.
General:
Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and government regulations
Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance
Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions
RETAIL SALES, GUEST TASTING EXPERIENCE AND OPERATIONS:
Responsible for perfect guest experience and interactions for each visitor
Resolves all issues in the moment with any guest complaint and communicates all issues to the Director of Hospitality on the same day
Follows up with any issues to ensure that the guest is completely satisfied
Enforces all JPV policies pertaining to pets, persons under 21 years of age, smoking, etc
Manages all processes (computer systems, phones, sales registers, reservations registers, video systems, sounds systems, security systems, etc.) needed to support the operation of the historic winery as pertains to guest visits, tastings and retail sales
Responsible for all wine and non-wine inventory on a monthly basis
Acquires and maintains thorough knowledge of winery and its wines
Communicates with Commerce 7 (and JPV personnel) about any problems with Commerce 7
Monitor pricing and report any inaccuracies.
Monitor wine sales and suggest changes to tasting options to promote sales of wines to meet budget expectations
Maintains and manages budget GL 73 (Retail Sales and Retail Expenditures)
Monitors cash flow, expenditures, and revenues compared to budget
Assists in the development of the budget for retail sales
Update employees and consumers on reciprocal state laws as they relate to the shipping of wines
Coordinates with Associate Hospitality Managers on all sales materials: tasting sheets, sales sheets, forms, Insignia Futures forms, etc. - all collateral materials and edits and restocking what is printed
Implements all new wine and non-wine items in Commerce 7 and communicates changes to entire Hospitality staff. Ensures that Commerce 7 "buttons" reflect the retail sales needs in terms of information and organization
Coordinates with HR on making sure New Hire packet is complete and implemented
Ensures tasting room and inventory areas are always clean, neat and stocked; ensures that displays of wine and non-wine products in tasting room are attractive and maintained.
Able to perform wine educator functions, including tastings, seated tastings, cash register transactions, reservation functions, reconciling daily sales and posting transactions, as needed
Performs other duties as assigned by manager
FACILITIES:
Coordinates with Facilities Manager and Associate Managers on all repairs to buildings and equipment for Hospitality department
Maintains work orders through the Work Order portal web page
Communicates facility needs to maintenance department and ensures that request is fulfilled. This ensures a quality and safe work environment
Responsible for mechanical checks on equipment as designated. Equipment includes, refrigerator and freezer in production kitchen, glasswashers in the North and South building, refrigerator in South building, small refrigerators for service
Daily inspection of facilities from a Housekeeping perspective, checking for cleanliness
Communicates housekeeping needs and provides feedback on how well these tasks are being done to Housekeeping Manager
Work with outside contractors to maintain concrete floor surfaces, including the dining room concrete tiles to keep facilities looking fresh and vibrant
SUPERVISORY RESPONSIBILITIES:
Supervises Associate Hospitality Managers
Provides feedback as needed for supervisory duties of Housekeeping staff
Participates in the evaluation of other Wine Education and Hospitality staff as requested by the Associate Hospitality Managers supervising this shared staff.
Requirements
QUALIFICATIONS:
Two to four years related experience
Knowledge of wines and wine production
Commitment to excellence and high standards
Excellent written and oral communication skills
Excellent presentation skills
Strong organizational, problem-solving and analytical skills
Ability to manage priorities and workflow
Professional appearance and demeanor
Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm
Excellent customer service skills
Demonstrated ability to calculate figures and amounts such as discounts, margins, percentages, gross and net sales, cost of goods, etc
Ability to deal effectively with a diverse range of individuals at all organizational levels and the public
Good judgment with the ability to make timely and sound decisions
Creative, flexible and innovative team player
Demonstrated ability to make successful presentations to individuals and groups
Passion, enthusiasm, focus, creativity and a positive outlook
Demonstrated proficiency in supervising and motivating subordinates
Basic competence in subordinates' duties and tasks
Proficient in Excel, Word, AMS, and Outlook
PHYSICAL/MENTAL REQUIREMENTS:
While performing the duties of this job, the employee is frequently required to do the following:
Stand and walk for long periods of time
Understand and respond to a diverse population
Coordinate multiple tasks simultaneously
Lift a case of wine that weighs approximately 25 pounds, repeatedly and safely
WORK ENVIRONMENT:
Work is mainly performed in an enclosed tasting room, with occasional time spent outside. The individual is occasionally exposed to fumes or airborne particles relative to normal cellar and outside vineyard operations.
Noise levels are usually low to moderate
Benefits
Perks & Benefits:
13 Paid Holidays
Vacation & Sick Time
Paid Wellness Day and Monthly Wellness Stipend
Annual Bonus
"Farm Fresh to You" membership
Comprehensive Health Benefits: Medical, Dental and Vision
401K match
Annual Employer Gift
Generous Employee Discounts
Employee Wine Program
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Primary and Secondary Education and Non-profit Organizations
Referrals increase your chances of interviewing at Joseph Phelps Vineyards by 2x