The Tasting Room Manager is responsible for the daily operations of the tasting room while delivering exceptional customer service and promoting the Kitá brand. Performs wine tastings both in tasting room and at outside events.
Primary Duties, Responsibilities, and Tasks:
Provides tasting room guests with exceptional service, while providing the latest information on Kitá Wines, winemaking techniques, and history.
Coaches and trains Tasting Room Hospitality Associates; assures all team members conduct themselves in a professional and courteous manner.
Supervises and schedules staff; provides input on staff performance to Winemaker.
Responds to all guest inquiries regarding Kitá Wines brand, general wine related questions, and local restaurant referral; handles customer complaints and problems.
Develops, oversees and implements standard operating procedures for opening and closing the tasting room, cash reconciliation, processing of credit card/cash transactions thru POS (point-of-sale), sales monitoring, and inventory management.
Proficient with POS system; troubleshoots POS and other system issues as needed.
Accurately manages and tracks the tasting room’s wine and retail inventory.
Develops and achieves sales goals; motivates team members to hit these goals.
Recognizes and acknowledges Wine Club Members in order to ensure VIP customer service.
Stays up to date on all Alcohol Beverage Control (ABC) laws as they pertain to the wine tasting room and winery premise for consumer (public and private) usage, including Responsible Beverage Training (RBS)/TIPS alcohol training; upholds all ABC laws.
Maintains proficiency with all Direct-to-Consumer (DTC) compliance requirements in coordination with intrastate and interstate shipping laws and regulations; upholds all DTC laws.
Processes all online orders and online wine club sign-ups
Responds to daily emails and calls from Wine Club Members, makes follow-up calls, and sends thank you notes after each event.
Processes Wine Club billing and coordinates Wine Club pick-ups.
Oversees the shipping of orders from the Tasting Room; communicates effectively with the winery to ensure timely delivery of wine and retail merchandise.
Oversees growth and maintenance of wine club membership base, achieves monthly wine club signup goals, understands and effectively communicates all wine club benefits, club tiers, value and commitment required of club members.
Proficient with winery’s wine club software and its application in relation to the tasting room’s retail activity, including updates to wine club members’ profiles.
Collects data for company mailing list; ensures accurate and timely input of customer information into mailing list database.
Responsible for visual merchandising of tasting room wine and retail products to increase sales of Kitá Wines brand wines and branded merchandise.
Ensures the tasting room is clean and maintains the aesthetic inside and outside.
In conjunction with the Winemaker develops visitor programs consistent with the Kitá Wines brand messaging; organizes the tasting room tourism marketing collateral with pertinent event info.
Plans and manages tasting room activities and events for both wine club members and public.
Schedules VIP guests, group visits, and coordinates any weekend trade/media guests.
Conducts VIP tours and tastings, wine club events, and in-house tasting programs.
Attends monthly mixers and Tasting Room Manager luncheon meetings; builds relationships with other Tasting Room Managers.
Represents the brand in the market at local or tribal wine events.
Performs other duties as assigned.
Bachelors’ degree in hospitality, marketing, business or equivalent work experience.
Supervisory experience in sales focused organization required.
Three years’ experience in retail tasting room.
Must obtain Alcohol Beverage Control training/certification.
Knowledge of wines, wine production, and California AVA’s is required.
Outstanding customer service and hospitality skills, with a commitment to excellence and high standards.
Superior sales skills; direct marketing skills.
Customer Relationship Management (CRM), point of sale, and wine club software experience required.
Strong and effective leadership and management skills.
Ability to organize and prioritize work, with attention to detail.
Proficient in computers, including Microsoft Office applications such as Word, Excel and PowerPoint, e-mail, and internet, including social media.
Excellent verbal and written communication skills.
Excellent interpersonal skills with demonstrated patience and tact.
Knowledge of applicable regulations, rules, and procedures.
Must commit to working weekends and during Tasting Room Business Hours (Thursday through Sunday) and be willing to work special events, and holidays.
Valid California Driver’s License.
Must be 21 years old.
Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
Native American hiring preference applies.