Hospitality Experience Manager — Legacy Pinot Noir Estate Healdsburg, California

Full-Time | On-Site Recruiting Partner: Own Rooted Hospitality

About This Opportunity

Own Rooted Hospitality is recruiting for one of California's most heralded legacy Pinot Noir producers—a benchmark estate with global recognition and a devoted collector following. This is a rare opportunity to lead the hospitality program for a winery whose name is synonymous with precision, craftsmanship, and excellence in American winemaking.

Role Purpose

The Hospitality Experience Manager serves as the steward of guest and member experience, orchestrating elevated hospitality moments that foster belonging, deepen appreciation for the estate, and nurture enduring member relationships. This role ensures that every interaction reflects the winery's heritage of precision, craftsmanship, and humility.

The right candidate blends polished service leadership with operational discipline, luxury mindset, and a data-aware approach to guest conversion and customer retention.

Key Responsibilities

Welcoming New Customers to the Brand • Introduce prospective customers through thoughtful, informed, and gracious tasting experiences at the estate. • Provide context on vineyard sources, terroir distinctions, and the estate's place in the history of American Pinot Noir. • Guide new guests in understanding the culture of the winery and the privilege of belonging to its allocation community. • Encourage the natural progression from first encounter to ongoing participation through authentic hospitality rather than overt selling.

Cultivating Member Relationships & Retention • Treat allocation list members as cherished guests, honoring their continued support with sincerity, discretion, and elevated service. • Tailor the experience to each member's interests, palate, and level of engagement, ensuring they feel known and appreciated. • Create opportunities for members to deepen their connection through access, conversation, and shared learning about site, craft, and history. • Maintain awareness of returning collectors, long-standing supporters, and high-touch relationships and ensure continuity of care over time.

Luxury Guest Experience, Mentorship & Brand Stewardship • Lead the Tasting Salon and Terrace with impeccable service standards grounded in warmth, restraint, and refinement. • Train and mentor the hospitality team in luxury comportment, storytelling, food and wine pairing, and vineyard/winemaking knowledge. • Ensure physical spaces, tone of service, and cultural cues all reflect the estate's ethos: understated, confident, and grounded in excellence. • Represent the brand in a manner befitting a benchmark California winery with global recognition.

Collector & VIP Engagement • Host private tastings, cellar visits, and library explorations for collectors, sommeliers, and notable guests. • Collaborate on discreet access to rarities such as Library wines, verticals, or large formats, honoring allocation traditions and respecting scarcity. • Provide anticpated guest needs informed hospitality for high-value members and key relationships.

Events & Cultural Programming • Execute intimate events such as Member Appreciation gatherings, Masterclasses, and dinners with chefs, winemakers, and key trade figures. • Ensure events feel personal, meaningful, and aligned with the house style, rather than transactional or promotional.

Cross-Functional Collaboration • Partner with Winemaking, Customer Service, Marketing, and Sales to ensure the guest experience reflects both heritage and future direction. • Share observations about guest preferences, emerging interests, and experiential trends that inform brand decisions.

Operational & Team Leadership • Oversee reservations, scheduling, hospitality standards, and team accountability. • Establish service protocols that ensure consistency without compromising warmth or individuality. • Maintain compliance, safety, and service excellence at all times.

Qualifications & Attributes • Experience in luxury hospitality, fine dining, boutique hotels, private clubs, or esteemed wineries. • A refined, quiet confidence combined with emotional intelligence and authentic warmth with a proven track record leading teams in high-touch service settings. • Deep appreciation for food, wine, and culture and the ability to translate that knowledge generously. • Leadership temperament rooted in grace, mentorship, and professional poise. • Comfortable engaging discerning guests and collectors without pretension. • A belief that hospitality is a noble craft and that excellence lies in small details.

Success in This Role Looks Like • Guests feel seen, well cared for, and inspired to return. • Members feel proud to belong and remain part of the community for years to come. • Relationships deepen naturally through experiences rather than persuasion. • The estate carries its heritage forward with dignity and evolves its customer universe through hospitality at the highest level.

To Apply: Please submit your resume and a brief cover letter to Own Rooted Hospitality. Confidentiality assured throughout the process.

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