Job Description

The starting pay range for this position begins at $18.62/hour and is based on qualifications and relevant experience above the minimum requirements.

Full-time: a position working 35+ hours per week.

Schedules can vary; evening, weekend, and holiday availability is required for this role.

Job Summary

The Winery Lead Associate is responsible for sales, exceptional guest service, and maintaining proficiency in all POS cash register functions. They will aid supervisors and managers in the effective daily operation of the shop, including all opening and closing shop duties. Job duties include assuring total guest satisfaction with estate shopping experiences, monitoring and replenishing merchandise levels, and assisting with inventory controls. The Lead Associate will support the day-to-day operation of the shop by monitoring guest flow, answering radio calls, and assisting associates in all areas of the Winery. Lead Associate may assume the responsibilities of the key person in the Tasting Room, Tours, Registers, Retail Floor, Wine Bar, Wine Club Lounge, and Programs, maintaining shop inventory levels, completing daily side-work duties, and focusing on the Winery's sales and growth. They will provide on-the-job training (OJT) for all new hires, support the front line by answering questions, and provide guidance with all Counterpoint functions. The Lead Associate will communicate with supervisors and the location manager on employee issues and provide general support and assistance to the department, leadership, and the company.

Essential Job Duties

1. Provides an exceptional guest service experience for each guest and assures total guest satisfaction with estate shopping experiences.

2. Develops proficiency and accuracy in all POS register operations, including the efficient handling of large sums of money.

3. Maintains an expanded sales focus with emphasis on up-selling and cross-selling.

4. Works closely with front-line staff to develop work processes and standard operating procedures for each area of the Winery.

5. Responsible for documenting and teaching work processes and SOPs, escalating any issues to Supervisors, and recommending implementation of process improvement ideas.

6. Provides consistent and effective delivery of OJT to all new hires.

7. Maintains dress code standards and Coyle Standards throughout the shop.

8. Assists supervisor with floor coverage based on guest flow throughout the day, answering radio calls, managing break schedules, and positively interacting with guests.

9. Assumes the responsibility of an "Authorized Approver" for merchandise returns and voids.

10. Assumes the responsibility of a Key Person for all areas within the Winery with a focus on maintaining shop inventory levels, completion of side work duties, and focusing on the sales growth and service of the area.

11. Assists with opening and closing retail shops as directed by supervisor, to include lights on/off, setting up/shutting down the food areas, and unlocking/locking doors.

12. Performs cleaning of shops with consistency and assists with the delegation of duties.

13. Actively promotes the Vanderbilt Wine Club and accurately conveys all information regarding the club to guests.

Additional Responsibilities

1. Provides general support and assistance to the department, leadership, and company as required.

2. Assist the supervisor and managers with the orientation of new hires

3. Provide additional information to guests about their overall estate experience.

4. Execution of various tasks as assigned by supervisors and managers.

5. Communicate with supervisors and managers on standard operating procedures or work process issues being experienced by employees.

Qualifications

1. High school diploma required. Additional education or training desired. Ability to learn quickly and achieve proficiency across assigned operational areas.

2. At least one (1) year of related guest service experience; equivalent combination of education/experience considered.

3. Demonstrated commitment to world-class internal/external guest service; leadership skills a plus.

4. Ability to quickly acquire knowledge of Biltmore's products/services, history, processes, protocols, systems, and organizational structure.

5. Outstanding interpersonal and communication skills; proactively and genuinely engages with guests; conveys information clearly/concisely; strong public speaking skills a plus; active listening skills a must; solid guest service recovery skills a must.

6. Exercises good judgment; anticipates, troubleshoots, prioritizes work, adapts, multi-tasks, and is flexible.

7. Strong time management, planning, and organizational skills.

8. Represents Biltmore's brand and core values at all times.

Physical Requirements

1. Ability to stand/walk for extended periods. Climb stairs as needed.

2. Lift up to 50 pounds; ability to bend, stoop, reach overhead, and below.

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Winery Lead Associate - Full-Time