Hospitality Manager, Guest Experience

The Hospitality Manager, Guest Experience, will focus their time on developing a strong team, who achieves the overarching sales goals on a daily/weekly/monthly/annual basis for a luxury tasting room. This person will place a strong emphasis on engaging visitors in the DAOU wine club and work as the lead on the Tasting Room floor to inspire and achieve these results through their team. The Hospitality Manager, Guest Experience, is responsible for training and managing our team of Estate Hosts and Hospitality Support.

In addition, this position will support and execute activities related to special events that drive sales, while building long term brand awareness, 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:

• Exemplifies values of an agent of positive change who is flexible, nimble, and works well under pressure
• Lead by example to provide daily, hands-on leadership to the Tasting Room staff
• Recruits, hires, trains, manages and supports Tasting Room staff of 30+
• 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.

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

Operations and Systems Support:

• Develops all tasting room sales and programming calendars in line with wine club, events, marketing, and wholesales activities
• Works to constantly streamline and improve business operations through on-going process and people management
• Works with our Hospitality Support Team and parking/shuttle team to maintain property standards to ensure great guest experiences
• Works with our Customer Experience Team and Estate Hosts to manage reservations and seating.
• Demonstrates a high level of detail in managing all aspects of facility, repair and maintenance.
• Builds and maintains all procedures, SOPs, and operational documentation for Tasting Room

Requirements

• Experience with luxury brands—with emphasis on luxury guest experiences a plus
• Ability to lift, move, and carry wines—up to 65 lbs
• Must be at least 21 years old
• Minimum 3-5 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
• Proven sales management skills with a track record of delivering positive business results
• Ability to work a flexible schedule including weekends, holidays, and evenings
• Wine Certification from Court of Master Sommeliers, WSET or SWE a plus

Success Factors/Job Competencies

• Restless innovator who desires to foster a culture of creativity, positivity, and creates disruptive ideas that result in evolution and growth.
• Passion for wine, food, and the wine country lifestyle
• Emotionally intelligent leader who is capable of inspiring and engaging others
• Professional demeanor and leadership presence that inspires others to grow
• 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

Working Conditions

• Regular working schedule to include a mix of weekdays, weekends, holidays, and evenings.
• Long and irregular hours during peak seasons and special events
• Must be able to lift at least 65 lbs.
• May require travel
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Compensation for this role is $65,000-$80,000/year.

Benefits

• Annual membership to LinkedIn Learning for all employees
• DAOU offers a 50% employee discount off all wine, food, and merchandise items. In addition, DAOU provides a bottle of new vintages to all employees as they are released to consumers
• 401K with 4% match, 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.