Tasting Room Lead
Job Description
Robert Young Estate Winery is a luxury, family-owned estate in Alexander Valley, located 10 minutes from Healdsburg CA. www.RYEW.com. We invite you to join our hospitality team as a full time Tasting Room Lead, Wednesday – Sunday, 9:30am to 5:30pm. This is a Full-Time Hourly position with benefits, reporting to the Tasting Room Manager and Hospitality Manager. This role must have strong communication and people skills, take pride in customer service, understand luxury hospitality, and have operational and staff management skills.
Essential Duties and Responsibilities:
Main Focus:
•  Provide an atmosphere of luxury and personalized service to visitors in an approachable and friendly matter while simultaneously holding a high standard for customer service, hospitality, and management skills with a high level of operational accountability.
•  Able to provide memorable experiences to our guests; approachable wine/vineyard education, family history, and luxury hospitality.
•  Oversee/lead hospitality team and guest experiences.
•  Responsible for all opening and closing procedures.
•  Comfortable in selling and closing sales.
•  Understanding of what is needed to provide exceptional, luxury customer service.
•  Promote teamwork and a fun working environment!

Guest Experiences Supervision
•  Host and supervise team for tours/tastings.
•  Assist in training and motivating TR staff, including assisting in establishing policies and training manual.
•  Hold daily staff meetings covering off appointment timing, work efficiencies, and any last-minute changes needed to assure high level guest experiences.
•  Maintain high level customer experiences making sure the winery achieves the highest level of customer satisfaction.
•  With entire winery staff, help maintain clean and presentable guest experiences.
•  With Managers, coordinate operational training of all hospitality staff on a monthly basis, coordinate wine education of all tour & tasting staff working with marketing and production teams, train and review, on an ongoing basis, all hospitality protocols with tasting room staff to assure consistency.

Primary Tasting Room Responsibilities:
•  Responsible for daily operating procedures, opening/closing procedures.
•  Interact with guests who call to make an appointment for tastings. Provide exceptional hospitality to tailor their needs with the appropriate tasting, and book into our reservation system Tock.
•  Engage with guests to ascertain information to personalize their experience, who referred them, where are they staying, are they local, etc.
•  Provide suggestions for our out-of-town Members to complete their visit at local hotels, restaurants, and wineries.
•  Processing daily orders for tasting room, outreach sales, and phone sales orders into our POS System in Wine Direct.
•  Responsible for responding to appointment requests and emails via email and phone in a timely and professional manner for winery tour and tasting requests.
•  Assure all notes from reservations are reviewed and requests are met as needed.
•  Distributes daily appointment schedule to the team on shift.
•  Oversee overall tasting room experience, from appearance of room, ambiance, and customer interaction through the sale, ensuring that every customer has an excellent and memorable visit.
•  Ensure room is neatly stocked and displayed with wine, merchandise, and promotional materials, alerting when supplies are low, or items are needed.
•  Assisting with preparation execution of membership and tasting room events.
•  Picking up and delivering wine/products to shipping departments as needed.
•  Ability to perform tasting room support functions when needed (glassware, restocking, etc.)
•  Represent winery at outside events as needed.
•  Assist the Tasting Room Manager, Hospitality Manager, and Wine Club Manager with duties as required.

Preferred experience and Qualifications:
•  Must be 21 years of age or older
•  Previous experience working in a hospitality service role in the wine, restaurant, or hotel industries.
•  Experienced in a Tasting Room environment with a track record of success in wine sales and membership acquisition.
•  Must have exceptional customer service, communication both verbal and written, and email/phone skills.
•  Possess strong organizational skills, attention to detail, and adept record-keeping abilities.
•  The role requires a person with strong inter-personal skills, but you must feel comfortable learning and working with relatively straight-forward computer applications such as Excel, Word, Wine Direct Admin/POS, Ship compliant, Red Chirp and Tock (reservation booking system- training provided).
•  Available to work weekends, holidays and be flexible with your schedule.
•  Professional appearance and demeanor with commitment to excellence and high standards
•  Able to stand and/or walk for long periods of time.
•  Must be able to lift and carry 50lbs.
Opportunities:
•  This individual will have the opportunity to be promoted to Assistant Tasting Room Manager and Tasting Room Manager in the near future. The Young family is looking for a great candidate who is committed to personal excellence and is looking for long term growth within the business.

Compensation: Base pay: $19-21/hr, doesn't include tips, sales commission, and wine club signup bonuses.
Expected average annually hourly: $32-40/hr