Hospitality Manager

Joseph Phelps Vineyards • Full-time • St Helena, CA, US • 3w ago

Joseph Phelps Vineyards produces wines that stand with the finest in the world. We do so by pursing excellence in grape growing, wine making, sales and hospitality. We strive for excellence while growing our business and people; remaining respectful to our history, legacy, land, and each other.

Pay Range: $90,000- $95,000 + 12% Performance Bonus

SUMMARY:

Manages and coordinates the daily guest and sales activities of the Hospitality team at Joseph Phelps Vineyards. This position requires weekends and occasional evenings.

PERSONNEL RESPONSIBILITIES:

Employee Supervision and Discipline:

Participates in the direct hiring, training, personnel development, and cross-training of employees
Functions as the "Manager on Duty" with full supervisory and disciplinary responsibility to address daily needs
Provides in the moment feedback to the team ensuring all points of service are being maintained
Works with the Senior Hospitality Manager to communicate information about individual employee performance
Provides daily coaching to the team to ensure sales and Phelps Preferred sign up goals are being met

Schedules:

Collaborate with Sr. Management to develop daily schedules to ensure proper staffing levels, manage schedules considering overtime restrictions and business levels

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 Hospitality team
Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions

HOSPITALITY/OPERATIONAL DUTIES:

Responsible for daily execution of Hospitality Operations to ensure the perfect experience for each visitor
Resolves all issues in the moment with any guest complaint and communicates all issues to the Director of Hospitality and Hospitality Managers on the same day
Follows up with any issues to ensure that guest is completely satisfied
Enforces all JPV policies pertaining to pets, persons under 21 years of age, smoking, "max" consumption situations, etc
Actively engages with guests to gauge effectiveness and quality of programs, tastings and experience
Acquires and maintains thorough knowledge of winery and its wines
Monitor pricing and report any inaccuracies
Ensures tasting room and inventory areas are clean, neat, and stocked at all times; ensures that displays of wine and non-wine products in tasting room are attractive and maintained
Performs weekly non-wine inventory and coordinates with accounting on variances
Identifies and implements processes that increase efficiency and service level
Provides support to the Event Manager for Phelps Preferred Events

SUPERVISORY RESPONSIBILITIES:

Directly manages, hires and trains the Support staff
Provides guidance to the Floor Supervisors

Requirements

QUALIFICATIONS:

Two to four years directly managing a team
Understanding of hospitality at a luxury level
Knowledge of wines and wine production
Commitment to excellence and high standards
Excellent written and oral communication skills
Strong organizational, problem-solving and analytical skills
Professional appearance and demeanor
Ability to manage priorities and workflow
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 diversity 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 on 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 weigh at least 40 pounds, repeatedly and safely

WORK ENVIRONMENT:

Work is performed in a tasting room, with operational activities both inside and 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