Role Title:
Hospitality Manager
Manager

Director of Hospitality

Department:

Hospitality

Location:

House of Flowers

Status

Full Time / Exempt

Last Updates

09/03/2024

Summary

Purpose of Role

The Hospitality Manager is responsible for supporting the Director of Hospitality with crafting, executing, and refining all aspects of the Guest experience at our Flowers Visitor's Center. This role focuses on the 'Front-of-the-house" execution of the guest experience and events - with the objective of development and management of our hospitality & support staff team at Flowers. Working in conjunction with culinary, facility & marketing teams, this role directly impacts all aspects of the guest experience at Flowers.


Essential Duties:

*The following reflects essential functions for this role but does not restrict the tasks that may be assigned.

Create & Execute Exceptional Guest Experiences
•  Guest Experiences - Execute best-in-class experiences for all guests
•  Evaluation & Feedback - Establish best practices, systems, methodologies to ensure guest satisfaction
•  Repeat Visitation & Cyclical Engagement: Develop practices & experiences that encourage repeat visitation & graduated experience(s) resulted in multiple visits and repeated recommendations
•  Team Support & Engagement - Maintain management practices that support daily activities of guest services team
•  Management - Management of the entire Guest Services & Support teams
•  Customer service - Respond to all customer feedback in positive, expedient manner.
•  Engagement & Focus - Aim to surprise and delight our customers and exceed all customer expectations.
•  Staffing Model - Executes entire guest experience calendar that aligns with club shipments, event weekends, peak periods of activity
•  Management by Example - Hands on development of team, especially during peak periods in addressing customer service issues and resolution
•  Strategic Partnership Execution - In conjunction with Hospitality Director, execute on outreach and program needs

Building a luxury Guest Services team
•  Recruiting - Works with Director to attract & develop top hospitality talent
•  Training & education - Helps facilitate educational opportunities, training programs, employee manuals, and one-on-one coaching for staff to ensure appropriate wine & industry knowledge, sales and communications skills, customer service skills, brand messaging, wine service, VC operations and safety.
•  Goal setting & feedback - Work with Director to set team goals, incentive programs, and individual performance goals. Provide team with frequent feedback and annual performance reviews.
•  Culture - fostering a positive atmosphere and productive culture to create a high-performing, engaged team dynamic.

Develop efficient operations
•  Processes & procedures - Maintains and facilitates VC processes and procedures, including but not limited to inventory control, POS System entry, Consumer Experience Sequencing, etc.
•  Staffing - Create staffing schedules and ensure staffing levels are appropriate for daily operations and special functions.
•  VC appearance - Work with Director and facilities team to ensure appearance of Visitor Center and guest spaces are of the highest quality standards.
•  POS System - Assist with the POS System involving training, reporting and trouble shooting.
•  Inventory - Assist with overall management of on-site DTC inventory including inventory count and reconciliation. Partner with e-commerce team on the overall management of DTC inventory processes across Visitor Center and Warehouse locations
•  Supply Chain - develop schedules and SOPs for all sourced needs including VC and culinary supplies, vendors, etc.

Execute exceptional events
•  Function as the key contact for all trade and consumer events
•  Execute all events within assigned budgets-ensuring that all expenditures receive proper coding per P&L guidelines
•  Partner with on-site Hospitality Director and Estate Chef with logistics and in-house staffing as needed.
•  Lead contact on site for Chef/Catering.
•  For these above event management functions, coordinate the use of the facility, caterers, rentals.
•  As needed, work with landscape team to ensure Flowers grounds meet event standards.

Financial impact
•  Goals - Drive VC business to achieve financial objectives.
•  Planning - Work with management on Planning & Forecasting the VC business.
•  Monitoring - Monitor DTC related metrics, reporting and forecasting and use relevant metrics to focus and prioritize actions.


Qualifications

Education / Experience:

•  A successful candidate will have a college degree and at least three years of progressive experience in service, hospitality, or related industries.
•  Four years of hospitality management experience.
•  A proven record of setting and meeting objectives (both professional and personal) is essential.
•  Experience leading groups required, and previous management of multiple direct reports is preferred.
•  Creativity, enthusiasm, professionalism, and a proactive approach to problem solving are all essential attributes for success in this position.

Competencies & Attributes:

•  The ability to motivate staff and resolve customer service issues will be required daily. Must be able to troubleshoot customer and employee problems and find consistent solutions.
•  Excellent sales and customer service skills.
•  Ability to lead by example by hosting quality experiences & tastings.
•  Excellent verbal and written communication skills.
•  Strong detail and multi-tasking skills.
•  Proficiency in Microsoft Outlook, Excel and Word
•  Solid understanding and working knowledge of management tools including Microsoft Office Suite software, scheduling, inventory tracking, cash handling, and retail operations will all be needed to excel in this position.
•  Some on-the-job training will be provided but the chosen candidate will be expected to already possess a solid foundation in all the areas detailed above.
•  This p...