Work Location Geyserville

Position Purpose

Lights, Camera, Action!

Be part of the incredible hospitality and guest experience team at the iconic Francis Ford Coppola Winery as our next Guest Services and Pool Operations Supervisor! Acting under the direction of the Guest Services & Pool Operations Manager, the Guest Services & Pool Operations Supervisor supports supervisory oversight of the Guest Services and Pool Operations businesses. This position is responsible for the daily activities of the staff and guests, mitigating risk to the employees and guests, providing exceptional customer service to guests, enhancing company brands, and facilitating cross-departmental collaboration and proactive guest communications. This position is also responsible for providing support to Guest Services and Lifeguard Team Members by coordinating and communicating with the Guest Services & Pool Operations Manager. This is a critical role, fostering a positive team environemnt of passionate and people-centric ambassadors, committed to serving our Guests with hospitality heart, providing best in class experiences full of food, wine and adventure.

**Our scheduled days of operation are Thursday through Monday, 10:00am to 4:00pm. Shift times can fluxuate and may include nights, events support, and holiday availability.

Team Leadership and Culture

•  Assigns daily tasks and monitors the output of the team to meet production requirements
•  Leads in a constructive manner by example; demonstrates and encourages a strong work ethic and fosters an environment of trust and respect
•  Guides team in the proper use of assets and resources to avoid waste and ensure cost-effective operations
•  Provides immediate feedback and directly assists team to maintain level of productivity and deliver daily results
•  Informs supervisor of staffing needs
•  Ensures employees have a safe, healthy, and rewarding work environment; provides applicable safety training and resolves/reports safety issues to management
•  Supports change initiatives and company decisions in an effective manner
•  Communicates closely with supervisor regarding employee issues, concerns, and complaints in an objective and confidential manner
•  Maintains company and regulatory compliance during day-day-operations and advises supervisor of any infractions; assigns and monitors employee breaks and lunches and provides backup relief
•  Adheres to departmental GPS (Performance Management) guidelines and ensures proper GPS documentation; trains employees to do the job; identifies and makes suggestions for training needs and development opportunities

Essential Duties

•  Greet guests with the signature Francis Ford Coppola warmth and hospitality, delivering an engaging introduction to the winery's unique experiences, including wine tastings, culinary offerings, and cinematic-inspired attractions-while ensuring every visitor feels like part of our story.
•  Supports the daily operations of the Guest Services department and Pool Operations. Provides coaching, mentorship, direction, and leadership to departmental staff and hospitality staff.
•  Actively manages reservations in computer reservation system ensuring availability and experiences are timed appropriately and operating at full capacity, with consideration to guest traffic flow, staffing and operations
•  Coordinates with leadership, on hospitality wide issues, mitigation of risk, and execution of daily operations
•  Open and closes Guest Services and Pool Operations, including cash handling, safety protocols, task delegation and guest experience management With Manager, creates and motivates team to achieve goals in sales, vacancy/occupancy metrics, signups and conversions
•  Acts in role of Certified pool Operator, when needed, to assess pool chemicals, approve opening and closing of the pool, and mitigate risk, in adherence with all health, safety and wellness guidelines.
•  Manages POS system for department needs, including managing SKU requests, discounts, inventory depletion, and troubleshooting as issues arise
•  Acts as an escalation point for incoming emails, phone calls and onsite guest relations; responds to customer communications, requests and complaints professionally and in a timely manner, mitigating issues and further escalating as needed.
•  Create and execute improvements in existing operations, processes and procedures; streamlines existing system and operations for efficiency, improved user experience and increase revenue or maximize capacities
•  Manage weekly scheduling and timekeeping, adhering to company, HR, and legal processes, guidelines and policies, as well to budget and business needs
•  Supports Guest Services Attendants and Lifeguards with on-floor leadership and as an associate, when needed
•  Reviews and ensure teams complete daily, weekly, and monthly logs, audits and tasks are required by the company, Health Department, safety guidelines or regulatory policy.
•  Ensures safety standards, sanitary requirements and regulations are maintained and enforced throughout the pool and property.
•  Serves as Manager on Duty when department manager is not on site or otherwise detained
•  In partnership with the Manager, manages the onboarding of new employees; it includes training Guest Services and Pool Operations staff on daily operations, customer service, winery history, safety, and brand messaging
•  Responds during emergencies and incidents with Managers, Directors and teams
•  Assists with managing department, to ensure employees are consistently following all protocols, standard practices, mitigation of risk and reporting, as it relates to safety, operations and guest experience

*Other duties may be assigned

Non-Essential Duties

*Other duties may be assigned

Minimum Requirements

Education and Experience

•  High School diploma or equivalent experience required
•  Must be 21 years or older
•  2+ years related experience
•  1-2 years leadership or supervisory experience

Certificates ...