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Manager, Guest Services (Hospitality)

Francis Ford Coppola Winery

Geyserville, CA

Manager, Guest Services (Hospitality) Manager, Guest Services (Hospitality)

Job Description:

Francis Ford Coppola Winery seeks energetic and enthusiastic candidate for full time position within our Hospitality department. The primary function of this position is to provide leadership to the Guest Services Team, exceptional customer service to guests on the property, enhance the Francis Ford Coppola Winery company image, and facilitate communication across departments and to guests.

Essential Duties and Responsibilities

45% Leadership:

Motivate team by consistently recognizing their skills and contributions. Lead by example
When hiring, focus on developing and hiring talented individuals with solid potential for success.
Drive company focus, lead a positive culture, and foster an environment of trust and respect.
Lead and coach customer service expectations
Address performance challenges immediately with the staff and your supervisor. Compile documentation of incidents and action taken.
Communicate expectations and hold staff accountable for their actions and responsibilities.
Write and deliver annual performance evaluations for staff.
Maintain a consistent level of professionalism in all of your communication; verbal, written and non-verbal.
Ensure policies and directives are in line with direction given by your manager.
Consistently communicate ideas and questions to your manager.
Schedule, manage payroll, and staffing according to budget and company guidelines.
Maintain communications across all departments and personnel, to create a seamless guest experience and operations.
Share the responsibility to facilitate the morning line-up and monthly staff meetings with other department heads.
Motivate team with effective communication
Act as staff resource for facts and information on general company and wine knowledge for the multiple businesses owned by The Family Coppola.

35% Operations:

Strategically build and maintain healthy relationships with business partners in the community. Seek new outreach opportunities for DTC growth.
Oversee the day-to-day operations and long-term growth of Guest Services and Lifeguards.
Provide floor leadership for all front-of-house Hospitality staff, including Guest Services, Lifeguards and Tasting Room.
Responsible for proper cash handling, system transactions, daily accounting, sales tracking and business analysis.
Uphold customer service policies, procedures and practices.
Troubleshoot customer complaints and resolve major conflicts with orders, delivery dates or service related issues.
Contribute to writing the annual budget and accountable for managing monthly budgets and P&Ls, to keep the department on-track to meet expectations.
Have a thorough and comprehensive understanding of the department’s financials and their effective use in running the business. Must be able to effectively communicate this information to senior management and keep them informed of the department’s opportunities and challenges.
Strategize with the DTC management to lead team in selling experiences, events and offerings, to achieve daily, monthly, and annual goals.
Oversee and maintain accurate inventories for both wine and non-wine merchandise to minimize shrinkage.
Opening and closing responsibilities for Guest Services, Tasting Room, and retail operations.
Ensure that each shift is properly scheduled and running smoothly.
Suggest ways to improve existing operational processes and procedures.
Expert knowledge of POS and reservation systems.
Maintain front-of-house appearance, in alignment with The Family Coppola standards.
As needed, assist in the planning and execution of events, delegating tasks as needed.

20% Guest Services:

Greet guests promptly and warmly.
Manage guest complaints and other issues directly related to the Hospitality/Restaurant operation (ensure all guests are responded to appropriately in a timely manner).
Create a memorable experience for all guests who enter the property.
Build relationships by engaging them in authentic, personable conversation.
Actively sell tastings and tours, promote property features and coordinate guest check-in.
Be consistently professional in all of your communication; verbal, written and non-verbal.
Ensure messaging is consistent and is in line with direction given by your manager.
Respond to guest inquiries and concerns promptly and with courtesy.
Keep up-to-date regarding local events, communicating information appropriately to customers.
Responsible to distribute promotional materials to guests.
Keep up-to-date with ABC regulation and adhering to established policies and procedures regarding the handling and service of alcoholic beverages.
Promote Club Memberships.
Assist with emergency responses and escalated situations.

Supervisory Responsibilities: The Guest Services Manager will be directly responsible for the Guest Service and Lifeguard Departments.

Job Requirements

Must be 21 years or older
High school diploma or GED required.
Two to three years related experience.

Knowledge, Skills & Abilities:

Warm, personable demeanor.
Flexible and a team player.
Customer Service focused with a sincere desire to create a memorable guest experience.
Self-motivated and professional with the ability to multi-task.
Excellent communication skills.
Highly organized, accurate and detail oriented.
Wine knowledge and passion for wine.
Weekends, Holidays and some evenings required.
Ability to maintain a positive work atmosphere by communicating effectively with clients, management, peers, and subordinates.
Strong sales background.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to solve practical problems and deal with a variety of concrete variables.

Additional Information:

Job Posted:
Tuesday, May 15th
Type of Work:
Full Time