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Manager, Guest Experiences

CHANDON California

YOUNTVILLE, CA

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Manager, Guest Experiences

Job Description:

Chandon was sparked into life in 1973 by the visionary spirit of Robert-Jean de Vogüé and California pioneer John Wright. As one of the first French-owned sparkling wine ventures in the U.S., Chandon carefully selected its vineyards and are now considered to be amongst the best for producing quality sparkling wines in California.

For over forty years now, Chandon continues to combine traditional French techniques and winemaking knowledge with the beautiful, sun-ripened fruit of California to craft sparkling wines of the highest quality.

Chandon’s winery, Domaine Chandon is located in Yountville and today Head Winemaker Pauline Lhote and her skilled team continue to innovate and provide a unique expression of the terroir, delighting senses with California brightness, vibrancy and intensity of flavors and aromas.


OUR PEOPLE | TEAM CULTURE AND COMMUNICATION

Leadership, Training and Education

Partially facilitate and fully participate in all training sessions including but not limited to the following topics. Wine and Food, Sales Excellence, Service Excellence, Safety and Security
Lead Guest Experience team by attracting, recruiting, training, and appraising talented personnel
Support the development of training targets, KPI’s, policies, and procedures for new and existing team members
Effectively coach staff on customer service standards, sales techniques, and efficient teamwork
Communication
Provide a two-way communication and nurture an ownership environment with emphasis in motivation and teamwork
Responsible to developing and publishing weekly schedules of direct reports
Ensure communication of policy changes, events, and daily functions is timely and is clearly understood.
Attend/ Conduct Brand Home Leadership meetings in order to stay updated with goals, new releases, new programs, and all other educational materials


OUR GUESTS | GUEST EXPERIENCE & CLUB CHANDON

Create a High-Quality Visitor Experience

Manage all day-to-day Guest Experience operations within budgeted guidelines and to the highest standards. Examine daily duties, assign tasks and check on progress
Ensure the brand is being properly communicated with each visitor interaction through messaging staff professionalism. Coach and provide upscale guest service experiences for clients throughout their visit
Oversee welcome, check-in and retail purchase procedures, including reservations and financial transactions
In collaboration with Wine and Food Experience Manager team monitor daily bookings and ensure assigned tables are prepared prior to arrival
Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns. Actively resolve complaints.
Actively lead communication with our guests through social media platforms such as Yelp, Trip Advisor and Tock. Ensure all neutral or negative reviews are responded to
Analyze customer feedback from post reservation surveys and social media reviews and suggest ways to improve ratings
Recommend local tourist spots, including places to dine, shop and sight-see
Establish friendly relationships with our community and local Concierges to support grow our reputation within the Valley
Provide leadership, based on experience, through changes by identifying and overcoming obstacles and creating efficiencies
Work closely with VIP and Trade Coordinator in creating memorable Experiences for Trade and VIP Guests.
Act as main liaison between Club Chandon and Chandon Home team ensuring monthly goals are met. Implement new strategies and training where needed.
Control labor cost through effective scheduling as appropriate to business needs

OUR BUSINESS | FINANCIAL RETURNS

In collaboration with Director of Chandon Home Experiences establish successful yield strategies to efficiently manage reservation (Tock) potential maximizing availability and revenue.
Lead all aspects of Chandon Home reservation system (Tock) such as updates, new experiences, blueprints, availability planning and team training.
Establish daily team targets, KPI’s to successfully meet monthly revenue and wine club acquisition goals
Drive up-sell initiatives for Experience upgrades, wine and food add-ons as well as take home experience (retail sales)
Manage point-of-sale system and daily opening and closing, with accuracy, receiving either cash or credit card, without over-short. Ensure all credit and financial transactions are handled in a secure professional manner

BENEFITS:

Health Care Plan (Medical, Dental & Vision)
401k
Paid Time Off
Training & Development with World Class Platforms
Wellness Resources (Lifestyle reimbursements)
Wine allocation and discounts
LVMH exclusive benefits


CHANDON California is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment.

Additional Information:

Job Posted:
Wednesday, November 23rd
Type of Work:
Full Time
Job Level:
Senior