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Head of Guest Experiences

Medlock Ames

Healdsburg, CA

Job Description:

POSITION: Head of Guest Experiences
DEPARTMENT: Sales & Hospitality
REPORTS TO: President
LOCATION: Chalk Hill Rd. / Alexander Valley Road
SCHEDULE: Full time – Tuesday-Saturday
CLASSIFICATION: Exempt

Medlock Ames produces world-class wines from 100% estate-grown, organic grapes from the Bell Mountain Ranch which straddles Alexander Valley and the Russian River Valley. Our 55 acres of vineyards are farmed organically and the winemaking is powered by solar energy. Dedicated to sustainability, preservation of the land is at the core of all we do, which comes through in our award-winning wines. Our tasting room and ranch are both located in Healdsburg.

Nearing our 20th anniversary, we are in a period of transition getting ready for a new era of significant growth. We’re looking for a proven hospitality leader who can’t help themselves but be in front of our guests and drive meaningful sales through long-term relationship development. This leader provides executive guidance, strategy, and execution as we drive meaningful top and bottom-line growth. This is a dynamic role for a leader with strategic vision and high motivation for success. You will wear several hats and touch all aspects of our hospitality operations. This is a full-time position that will manage our tasting room, ranch, and events while being responsible for overseeing all in-person high-touch experiences for our members ensuring best-in-class, seamless hospitality and service in all touch points with our customers. Being a team player, problem solver and rooted in sales performance is a must.

DUTIES AND RESPONSIBILITIES: include the following, but not limited to:

Sales and Hospitality Standards and Execution
o Leads by example to set the high standards and ensure all team members are driving sales and growing business across all customer-facing channels
o Ensures high touch hospitality standards are met every day through ongoing training and coaching
o Manages all membership experiences at our hospitality centers, events, and other in-person experiences
o Be the face of our high-touch hospitality, ensuring seamless execution of our guest experiences, spending at least 50% of time on floor providing VIP experiences, by-example coaching, and ensuring contribution is driving sales directly

Guest Experience Leadership and Management:
o Provides leadership in all aspects of guest sales and hospitality
o Inspires others in a positive, genuine, and professional manner, while driving individual and group accountability and profitability
o Conducts regular team sales meetings to review sales goals and performance, strategy, operations, company and policy changes, and wine education.
o Oversees all hiring, training, scheduling and management of all Hospitality and Events team members
o Performs annual reviews and provides ongoing feedback and coaching for direct reports
o Owns development of all collateral and consumer-facing experiences both at our properties, events, and virtually
o Drives the Medlock Ames culture and values in all that we do

Additional Sales Responsibilities
o Owns P&L for Hospitality centers and events
o Creates annual sales plans across channels with creative ideas for driving new customers to experience our warm and inviting hospitality and experiences.
o Works with President to set product and tasting strategy for hospitality centers and events. Provides input on product strategy releases to club, ecommerce, and wholesale.
o Responsible for top and bottom-line growth for guest-facing sales including our tasting room, Bell Mountain Ranch, events, Virtual tasting experiences, Membership visitations and On the Road
o Works in partnership with Membership and Sales Operations Manager to ensure timely and accurate counting and management of inventory
o Develops run rates for inventory needs across sales channels
o Provides weekly and monthly performance reports
o Provides support to President and Winemaker on all elements related to product development and support including input on SKU mix, release timing, production quantities, and pricing

Education/Experience/Skills:
•  Minimum 8 years of hospitality and management with track record of success in growing sales across multiple locations/channels
•  Hungry sales instincts with a strong drive to close business and process sales or develop new sales channels
•  BA or higher degree required
•  Ability to work in a fast-paced and high-performance culture
•  Must be highly organized with an impeccable attention to detail and able to work in a multi-task environment
•  Analytically minded with ability to derive insights on the business to drive improved performance
•  Excellent written and verbal communication skills.
•  Proven ability to prioritize, problem solve, and manage a team
•  Flexible and team-player attitude with a desire to work in a growing and changing environment
•  Job requires working at least 1 weekend day as part of regular schedule with additional days and holidays as needed
•  Wine industry experience is highly recommended but not required

Competitive compensation and benefits packages available for the right candidate.

Additional Information:

Job Posted:
Friday, June 5th
Type of Work:
Full Time
Job Category:

Contact Information:

Medlock Ames
Julie Rothberg