Job Summary
Are you looking to be part of an industry and company that values employees, specializes in making a fun and high-quality product and appreciates work/life balance? If so, Cakebread Cellars has an open position for you. Our story begins in 1973 with a piece of land, a family passionate about wine and a community of friends and partners who helped bring Cakebread Cellars to life. Cakebread Cellars' wines don't just reflect the personalities of the vineyards, they also reflect the spirit of all of our employees who make our wines and winery remarkable.

We are looking to add a talented and experienced Guest Experience Manager to our Cakebread family. Under the direction of the Director of Hospitality, the Guest Experience Manager is responsible for leading and ensuring high-quality service, operations, performance of the Visitor Center. Responsibilities include managing the day-to-day operations of the Visitor’s Center, leading and coaching staff, establishing and maintaining Cakebread Cellars customer service and hospitality standards, achieving sales goals, managing inventories of wine and non-wine goods, overseeing POS and appointment systems, creating and analyzing reports, keeping department area clean, responding to and resolving customer inquiries/concerns, collaborating with other department leaders, interacting with customers and team members, creating a remarkable experience, and acting as a positive role model and ambassador for Cakebread Cellars in the wine industry community.

About us:
•  We are a family owned winery with an established reputation for producing world-class wines
•  Our success is built on quality, consistency, and continuity - characteristics we apply equally to the people, grapes, and operations of the winery
•  We are all about our company culture so much so, that it’s our #1 priority
•  We believe in the good life. With 90 employees, there are enough resources to go around so you can enjoy life and all the benefits we have to offer
•  We value sustainability in all aspects of our business. We respect the land and our management of it – treating the soil, water and climate with care and respect with regard to the next generation

What we will ask you to do:
- Supervises and motivates VC staff with the VC Assistant Manager to achieve a high level of customer service, sales, productivity, training, performance management and hiring.
- Partners cross-functionally with Guest and Member Services, Wine Club, Private Events, and Culinary teams to develop and execute staffing plans, training programs, and revenue-driving sales strategies.
- Oversee merchandise procurement and replenishment strategies to maintain inventory efficiency, support sales performance, and align with brand standards.
- Develops and supervises, with VC Assistant Manager and VC Team Leads, the implementation and follow through of proper policies and procedures for tours to ensure that our staff and tastings are highly professional, educational, entertaining, and that they support the marketing and sales goals of the VC and the winery. Solicits from staff ideas and suggestions for improvements on tasting procedures; implements when appropriate.
- Evaluate regularly, with the Director of Hospitality and Assistant, the public educational tastings, proposing improvements and assisting in the development of new programs.
- Addresses and resolves customer concerns and communicates to Director of Hospitality any customer service issues requiring further attention.
- Develop strategic outreach programs and supervise VC staff relationships with visitor bureaus, concierge services and destination management companies.
- Works with the Director of Hospitality to set goals and ensure the success of the Visitor Center, including achieving sales and efficiency goals, motivating VC staff to visitor count goals, wine club sign-ups, and customer contact collection.
- Reviews, updates, analyzes, and interprets various metrics for discussion with Direct Sales department. Based on this analysis, make recommendations for improvements in VC operations, sales and incentives strategies.
- Follows and trains staff on safety policies and procedures for department as well as general winery safety.

Physical Requirements:
- Ability to work in standing position for extended periods of time.
- Ability to stoop, lift and carry 40 lb. cases of wine.
- Ability to stand; walk; sit; use tools or controls; reach with hands and arms; climb stairs; balance, kneel; talk or hear; taste or smell. Sufficient digital manipulation skills to utilize a computer keyboard.

What you should bring to the table:
- Bachelor’s degree and/or five years of proven effective supervisory experience in visitor center management
- Advanced knowledge of databases Commerce7, MS Office, specifically Excel, and experience with inventory reports
- Excellent written and oral communication skills as well as customer service
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
-Must be able to work a flexible schedule including evenings, weekends required.

What we will bring to the table:
•  Competitive salary including profit sharing
•  Employee focused culture
•  Full health care benefits options including medical, dental, and vision
•  401K plan with company match
•  Vacation, sick, volunteer and holiday pay
•  Employee discounts
•  Leadership development opportunities

Pay Transparency Notice: The salary range offered for this position is $90,000-$105,000. This salary range represents what we anticipate to pay for this position. However, actual compensation will be determined based on a variety of job-related factors, including but not limited to qualifications, skills, experience, and education. The Company reserves the right to modify this salary range at any time.