SUMMARY:
Manages and coordinates the daily guest and sales activities of the Hospitality team at Joseph Phelps Vineyards. This position requires weekends and occasional evenings.

PERSONNEL RESPONSIBILITIES:
•  Employee Supervision and Discipline:
•  Participates in the direct hiring, training, personnel development, and cross-training of employees.
•  Functions as the “Manager on Duty” with full supervisory and disciplinary responsibility to address daily needs.
•  Provides in the moment feedback to the team ensuring all points of service are being maintained.
•  Works with the Senior Hospitality Manager to communicate information about individual employee performance.
•  Provides daily coaching to the team to ensure sales and Phelps Preferred sign up goals are being met.
•  Schedules:
•  Collaborate with Sr. Management to develop daily schedules to ensure proper staffing levels, manage schedules considering overtime restrictions and business levels.
•  General:
•  Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and government regulations.
•  Provides day-to-day guidance and oversight of Hospitality team.
•  Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.

HOSPITALITY/OPERATIONAL DUTIES:
•  Responsible for daily execution of Hospitality Operations to ensure the perfect experience for each visitor.
•  Resolves all issues in the moment with any guest complaint and communicates all issues to the Director of Hospitality and Hospitality Managers on the same day.
•  Follows up with any issues to ensure that guest is completely satisfied.
•  Enforces all JPV policies pertaining to pets, persons under 21 years of age, smoking, “max” consumption situations, etc.
•  Actively engages with guests to gauge effectiveness and quality of programs, tastings and experience.
•  Acquires and maintains thorough knowledge of winery and its wines.
•  Monitor pricing and report any inaccuracies.
•  Ensures tasting room and inventory areas are clean, neat, and stocked at all times; ensures that displays of wine and non-wine products in tasting room are attractive and maintained.
•  Performs weekly non-wine inventory and coordinates with accounting on variances.
•  Identifies and implements processes that increase efficiency and service level.
•  Provides support to the Event Manager for Phelps Preferred Events.

SUPERVISORY RESPONSIBILITIES:
•  Directly manages, hires and trains the Support staff.
•  Provides guidance to the Floor Supervisors.

QUALIFICATIONS:
•  Two to four years directly managing a team.
•  Understanding of hospitality at a luxury level.
•  Knowledge of wines and wine production.
•  Commitment to excellence and high standards.
•  Excellent written and oral communication skills.
•  Strong organizational, problem-solving and analytical skills.
•  Professional appearance and demeanor.
•  Ability to manage priorities and workflow.
•  Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.
•  Excellent customer service skills.
•  Demonstrated ability to calculate figures and amounts such as discounts, margins, percentages, gross and net sales, cost of goods, etc.
•  Ability to deal effectively with a diversity of individuals at all organizational levels and the public.
•  Good judgment with the ability to make timely and sound decisions.
•  Creative, flexible and innovative team player
•  Demonstrated ability to make successful presentations to individuals and groups.
•  Passion, enthusiasm, focus, creativity and a positive outlook.
•  Demonstrated proficiency in supervising and motivating subordinates.
•  Basic competence in subordinates’ duties and tasks.
•  Proficient on Excel, Word, AMS and Outlook.

PHYSICAL/MENTAL REQUIREMENTS:
While performing the duties of this job, the employee is frequently required to do the following:
•  Stand and walk for long periods of time.
•  Understand and respond to a diverse population.
•  Coordinate multiple tasks simultaneously.
•  Lift a case of wine that weigh at least 40 pounds, repeatedly and safely.

WORK ENVIRONMENT:
•  Work is performed in a tasting room, with operational activities both inside and outside. The individual is occasionally exposed to fumes or airborne particles relative to normal cellar and outside vineyard operations.
•  Noise levels are usually low to moderate.