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Hospitality Supervisor, Retail Shop

Mumm Napa

Napa, CA

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Job Description:


The Supervisor will help the Assistant Manager and the Manager run one of the most adored tasting experiences in wine country by overseeing the Retail Shop. We are looking for someone who is high energy, thrives in a fast-paced environment, is sales driven, and above all enjoys working directly with customers.

Cash Control, Staff Supervision and Training
•  Oversee the daily operations of the point-of-sale (POS) system and all registers in the Visitor Center (VC)
•  Manage and train the Lead Cashier and cashier team on the service level standards, sales expectations and accurate operation of the POS
•  Motivate staff to achieve/exceed financial goals and business KPIs
•  Oversee the accurate processing of all sales transactions for the Visitor Center
•  Supervise daily operation of cashiers, cash activity and monies including imbalance resolution
•  Coordinate weekly and bi-weekly bank runs for appropriate cash deposits
•  Maintain register training manuals
•  Ensure operational function of the POS system including programming and technical resolution, acts as first level of escalation for POS troubleshooting
•  Assist management in hiring appropriate register staff
•  Adhere to shipping compliance requirements, customer privacy and PCI compliance requirements in handling of all consumer data
•  75% of time should be spent on the floor actively assisting guests and staff
•  Assists with covering Concierge responsibilities when needed
•  Assists with the inventory management and ordering of dry goods (coasters, water cups, napkins, etc.)

Retail Shop
•  Oversee presentation of retail merchandise and ensure alignment with brand marketing guidelines and use-permit requirements
•  Maintain accurate inventory levels and records
•  Process purchase orders and obtain necessary approvals for all retail shop and dry good purchases
•  Coordinate with marketing in order to ensure the timely rotation of monthly displays and holiday displays, specials and current club release features
•  Develop the signage to support sales, while also ensuring existing material is accurate, up-to-date and on-brand
•  Coordinate shipping to consumers for retail shop purchases whether utilizing third party shipper or shipping directly from the winery
•  Track and order administration and merchandise supplies

Customer Service & Floor Management
•  On assigned tasting room supervisory days, responds to customer requests, suggestions, and feedback. Acts as first point of escalation for customer service and employee issues
•  Respond to customer inquiries about the experience, club, purchases and train the team to be able to respond to vast array of questions and/or feedback
•  Escalate purchase inquiries, trouble orders, club shipment information to Consumer Relations staff
•  As needed, lock and secure winery and Visitor Center


Perform all other duties as assigned


•  Must be at least 21 years of age
•  Ability to read, write and speak English; bilingual any other language a plus
•  Experience working in service and sales, working knowledge of winery point-of-sale systems a plus
•  High school diploma or equivalent. Some college level education preferred, specifically in Business Administration, Marketing or Hospitality
•  Excellent verbal & interpersonal communication skills required

Physical Requirements:
•  Ability to lift heavy boxes (40-50 lbs) on a repeated basis.
•  Position entails excessive standing and walking, and considerable bending.

•  Job requires the ability and willingness to work a flexible work schedule including evenings and weekends.

Additional Information:

Job Posted:
Thursday, September 23rd
Type of Work:
Full Time
Job Level: