Burgess Cellars, a historic Napa Valley estate and pioneer of regenerative farming, nestled on the slopes of Howell Mountain, is in search of a Hospitality Manager. It is a unique opportunity to be part of a team looking to make an impact in the world. We are passionate about wine, hospitality, and the pursuit of excellence. We are committed to producing world-class wines of time and place and honoring the legacy of authentic winemaking, environmental preservation, and hospitality. Our grapes are grown from the valley floor of Oak Knoll all the way up to the slopes of Howell Mountain allowing for a diverse range of wines.
The Hospitality Manager will be responsible for overseeing the day-to-day operations of the Tasting Room and Hospitality program. You will be working closely with our Estate Director to curate and manage our tasting experience to build long-lasting relationships with our guests and members. You will manage the Hospitality team and ensure that the guest experience is incomparable, grooming your team to provide the highest possible level of hospitality and refinement. You will be the lead brand ambassador, helping to tell our story in order to leave a distinct impression of Burgess Cellars and our revolutionary regenerative philosophies. This is a manager role, but the winery is growing, and there may be times you will need to be multi-faceted for the greater good of the organization.
Manage inbound and outbound correspondence and requests with guests and referral sources.
Work with the leadership team to develop and implement new guest experiences and opportunities to enhance brand image and increase sales.
Manage a calendar of tastings and events in coordination with the Estate Director.
Assist in preparing annual Hospitality budget, sales and revenue forecasts.
Manage guest sales and wine club goals and commissions.
Coordinate direct correspondence with patrons (payment information, policies, confirmations, directions, etc.).
Oversee research for guest profiles and outreach.
Work as a power user to manage customer information in Commerce 7.
Ensure that controls over cash, credit card receipts, and inventory.
Position will require flexibility and include most weekends, special events, holidays, and occasional evenings.
Education and Staffing:
Recruit/hire, mentor, coach, and train the Hospitality team.
Schedule hospitality staff based on volume and seasonality of the business.
Foster a positive, enjoyable, productive, and team-focused work environment.
Create a comprehensive training program for luxury wine service.
Develop SOPs for all service and tasting room procedures.
Create a training module on sales technique/strategy and wine club promotion.
Develop and manage the experiential vineyard and winemaking educational program.
Work with the Estate Director to create and improve upon tasting room policy and procedure.
WSET or CMS certification.
3+ years working within luxury wine hospitality environment and/or a luxury restaurant.
Highly successful track record designing high-end consumer experiences.
Sense of urgency surrounding replying to customer service emails, phone calls.
Self-starter with the ability to multitask and handle changing priorities.
Meticulously organized, with a keen focus on keeping accurate data and guest records as well as educational materials.
Excellent interpersonal, verbal, and written communication skills.
Advanced knowledge of Microsoft 365, including Word, Excel, and PowerPoint.
Activities required include standing, walking, regularly lifting and carrying up to 50 pounds.