Hospitality Experience Manager — Williams Selyem Winery
Healdsburg, California | Full-Time | On-Site

The Hospitality Experience Manager serves as the steward of Williams Selyem’s 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-driven approach to guest conversion and customer retention. This individual understands that exceptional hospitality not only inspires but also translates into meaningful and measurable business outcomes over time.

Welcoming New Customers to the Brand
•  Introduce prospective customers to Williams Selyem through informed and gracious tasting experiences at our Estate on Westside Road.
•  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, creating a sense of deep connection from the very first visit.
•  Foster a natural progression from first encounter to ongoing participation through authentic hospitality, trust, and storytelling, consistently driving strong guest-to-member conversion.

Cultivating Member Relationships & Retention
•  Treat members of The List as cherished guests, honoring their continued support with sincerity, discretion, and elevated service.
•  Tailor each experience to the individuals’ needs and motivations, ensuring members feel known, valued, and understood.
•  Maintain awareness of returning collectors, long-standing supporters, and high-touch relationships and ensure continuity of care over time.
•  Contribute to measurable improvements in member retention, re-engagement of lapsed clients, and lifetime value growth.

Luxury Guest Experience, Mentorship & Brand Stewardship
•  Lead the Hospitality Program with impeccable service standards grounded in warmth, restraint, and refinement, representing the brand in a manner befitting a benchmark California winery with global recognition.
•  Mentor and develop the hospitality team in the art of refined service, storytelling, thoughtful food and wine pairing, and a nuanced understanding of the estate’s vineyards and winemaking.
•  Ensure physical spaces, tone of service, and cultural cues all reflect Williams Selyem’s ethos: understated, confident, and grounded in excellence.
•  Inspire a performance culture where excellence in hospitality translates into consistent commercial results, including conversion rates, average order value, and repeat visitation.

Collector & VIP Engagement
•  Host private tastings, cellar visits, and library explorations for collectors, sommeliers, trade, and other notable guests.
•  Collaborate on exclusive access to rarities such as library, verticals or large formats.
•  Provide thoughtful stewardship of Top 100 relationships and other high-value members, supporting the growth of these segments through tailored, relationship-driven engagement.

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.
•  Ensure hospitality team goals and targets are met.

Qualifications & Attributes
•  Extensive experience in luxury hospitality, fine dining, boutique hotels, private clubs, or esteemed wineries.
•  Demonstrated track record of delivering measurable results in guest conversion, revenue generation, and customer retention.
•  Proven ability to lead, mentor, and elevate teams in high-touch service environments.
•  Deep appreciation for food, wine, and culture and the ability to translate that knowledge generously.
•  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 Williams Selyem community for years to come.
•  Relationships deepen naturally through experiences rather than persuasion.
•  Hard-number results that flow from the flawless execution of the plan.
•  The estate carries its heritage forward with dignity and evolves its customer universe through hospitality and a seamless customer journey at the highest level.

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