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Experience Manager Guest Experiences

Job title: Experience Manager Guest Experiences
Contract type: Full-time
Location: Yountville
Industry: Marketing
Remote: No
Reference: 429880
Contact name: Arinne Averbach
Job Published: January 01, 1970

Job description

MAIN RESPONSIBILITIES:

 

OUR PEOPLE | TEAM CULTURE AND COMMUNICATION (10%)


  • Partially facilitate and fully participate in all training sessions including but not limited to the following topics. Wine and Food, Sales Excellence, Service Excellence, Safety and Security 

  • Lead Guest Experience team by attracting, recruiting, training, and appraising talented personnel

  • Support the development of training targets, KPI’s, policies, and procedures for new and existing team members

  • Effectively coach staff on customer service standards, sales techniques, and efficient teamwork

  • Provide a two-way communication and nurture an ownership environment with emphasis in motivation and teamwork

  • Responsible to developing and publishing weekly schedules of direct reports 

  • Ensure communication of policy changes, events, and daily functions is timely and is clearly understood.

  • Attend/ Conduct Brand Home Leadership meetings in order to stay updated with goals, new releases, new programs, and all other educational materials



 

OUR GUESTS | GUEST EXPERIENCE (50%)


  • Manage all day-to-day Guest Experience operations within budgeted guidelines and to the highest standards. Examine daily duties, assign tasks and check on progress

  • Ensure the brand is being properly communicated with each visitor interaction through messaging staff professionalism. Coach and provide upscale guest service experiences for clients throughout their visit 

  • Oversee welcome, check-in and retail purchase procedures, including reservations and financial transactions

  • In collaboration with Wine and Food Experience Manager team monitor daily bookings and ensure assigned tables are prepared prior to arrival

  • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns. Actively resolve complaints.

  • Actively lead communication with our guests through social media platforms such as Yelp, Trip Advisor and Tock. Ensure all neutral or negative reviews are responded to

  • Analyze customer feedback from post reservation surveys and social media reviews and suggest ways to improve ratings

  • Recommend local tourist spots, including places to dine, shop and sight-see

  • Establish friendly relationships with our community and local Concierges to support grow our reputation within the Valley 

  • Provide leadership, based on experience, through changes by identifying and overcoming obstacles and creating efficiencies

  • Work closely with VIP and Trade Coordinator in creating memorable Experiences for Trade and VIP Guests. 

 

 

OUR BUSINESS | FINANCIAL RETURNS (30%)

(HOW WE GROW OUR REVENUE AND PROFIT BY OPERATING EFFICIENTLY)

 
  • In collaboration with Directorto establish successful yield strategies to efficiently manage reservation potential maximizing availability and revenue.

  • Lead all aspects of the Home reservation system  such as updates, new experiences, blueprints, availability planning and team training.

  • Establish daily team targets, KPI’s to successfully meet monthly revenue and wine club acquisition goals 

  • Drive up-sell initiatives for Experience upgrades, wine and food add-ons as well as take home experience (retail sales) 

  • Manage point-of-sale system and daily opening and closing, with accuracy, receiving either cash or credit card, without over-short. Ensure all credit and financial transactions are handled in a secure professional manner

  • Control labor cost through effective scheduling as appropriate to business needs

 

OUR HOME | RESPONSIBLE BUSINESS, SAFETY/ RISK MANAGEMENT (10%)

(HOW WE SHOW WE CARE FOR THE ENVIRONMENT WE OPERATE IN)

 
  • Provide leadership, based on experience, through changes by identifying and overcoming obstacles and creating efficiencies

  • Participate in daily, weekly, or monthly walk-throughs capturing/ identifying near miss risks as well as repair needs

  • Actively take ownership of the communication on any potential safety risks or repair needs

  • Maintain exceptional Visitor Center standards, including overall cleanliness and communicating any outstanding repair issues to Experience Manager. Take ownership of our assets and act with integrity

  • Provide clear communication to both co-workers and guests regarding Client’s responsible hospitality policy and procedure

 

The above job description adds 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.

 

WORKING RELATIONSHIPS

 

INTERNAL

- Executive Leadership 

- Winemaking 

- Winegrowing / Viticulture / Landscaping 

- Human Resources 

- Warehouse / Production + Planning 

- NPD + Quality 

- IT + System Support 

EXTERNAL

- All visitors including Corporate and Social clients 

- Wine Club Members 

- Trade/ Industry/ MH 

- Local Community 

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