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Hospitality Manager

Ashes & Diamonds Winery

Napa, CA

Job Description:

POSITION: Hospitality Manager

OBJECTIVE: As manager of the daily tasting room operations, this individual must have experience in staff management, POS and order processing, and a strong background in customer service. Under the direction of and collaboration with the Hospitality Director and VP of Hospitality and Culinary, this individual will work to create a healthy work environment and culture for our staff.

•  Experienced in management of all levels of hospitality staff. This is inclusive of assisting in mentoring, training, hiring and evaluating A&D Hosts and Property Stewards.
•  Provide support and coaching as needed to improve and develop individual and group sales performance with the direction of the Hospitality Director and VP of Hospitality and Culinary.
•  Act as the maître d’, ensuring the flow and cadence of service works to ensure the best possible guest experience while maximizing revenue.
•  Assist in the programming and development of staff meetings to discuss goals & performance as necessary.
•  Creative thinker with ability to develop relationships that enhance our brand and provide a positive customer experience.
•  Deliver exceptional customer service, rapidly resolve customer services issues and motivate others to do the same.
•  Greet all visitors to A&D, pour wines for tasting, discuss wine and respond to customer questions as appropriate.
•  Can accurately describe wines, winemaking techniques, winery history, appellations, and unique aspects of wines.
•  Effectively promotes and sells wine and Wine Club memberships to customers.
•  Handle purchasing transactions, including operating cash register, accounting of daily sales, and processing returns and discounts.
•  Take the initiative for self-development in the areas of our wines, our brands, general hospitality, and for acquiring effective sales techniques and acumen.
•  Maintain knowledge of current and new legal issues pertaining to inter-state shipping of wine to consumers and how they impact day-to-day wine shipments.
•  Act as a concierge if one is not on property, particularly weekends. Duties include but are not limited to receiving phone and email communications while overseeing the tasting room.
•  Participate and assist with special hospitality events that occur at the winery.
•  Represents winery at outside functions as required.
•  Assist with regular physical inventory counts of wine and merchandise.
•  Maintaining accurate count of daily inventory and samples used in tasting room.
•  Accurately handle all sales transactions, including the opening, closing and/or daily operations of cash register (Proficiency w/ Tock and Wine Direct preferred).
•  Ensure all policies, procedures, and applicable employment laws are being followed.
•  Assist the Hospitality Director in preparing work schedules for tasting room staff.
•  Collaborate and work closely with Property Steward(s) to uphold our standard of service and image of the tasting room.
•  Collaborate and work closely with the Estate Director and Hospitality Manager to prepare and present branded presentations to both internal and external audiences on Wine Education.
•  Exceptional understanding and application of the principals of genuine and hospitable customer service.
•  Generate daily closing reports to management team and proprietor per necessary.
•  Act as a Manager-On-Duty in the event that the Hospitality Director and VP of Hospitality and Culinary are not on property.

•  Must be able and willing to work nights and weekends.
•  Three years of experience in a winery or restaurant management position or equivalent education/work experience.
•  Ability to set priorities and work independently within set guidelines; display appropriate sense of urgency.
•  College degree or equivalent.
•  Strong written and oral communication skills.
•  Basic knowledge of MS Office applications, including Excel.
•  Bilingual in English and Spanish is a plus
•  Ability to multitask effectively and efficiently, problem solve.
•  Positive and professional attitude; self-motivated.
•  Drive and dedication to achieving sales goals personally and as a leader of the sales team.
•  Strong attention to detail
•  Valid California driver’s license

•  Performs all related duties as assigned
•  Consistent communication and coordination with hospitality team

•  Lift and handle materials weighing up to 50 lbs.
•  Stand on hard surface for extended periods
•  Grasp, stoop, squat, climb stairs, push or pull, carry and reach over shoulder
•  Ability to operate various types of machinery to include, but not limited to: pallet jacks; hand trucks, etc.
•  Ability to work in a fast-paced environment under pressure

ALIGNED VALUES – Successful employees will share in our values:
•  Humility
•  Teamwork
•  Patience
•  Trustworthiness
•  Passion
•  Adaptability
•  Accountability
•  Drive

Additional Information:

Job Posted:
Thursday, January 10th
Type of Work:
Full Time
Salary Information: