We are seeking a Hospitality Manager that can provide an atmosphere of luxury and personalized service, in a warm and professional manner, to all guests including new visitors, existing mailing list members, industry/trade guests and special event attendees. This goal will be accomplished using exceptional guest experience team members, impeccable service standards, robust business development and management skills with a high level of financial and operational accountability. The Hospitality Manager is responsible for hospitality and retail sales to optimize brand image, sales performance, and engage in referral partner outreach activities.

Duties

- Develop annual operating plans and budgets for hospitality operations maintaining benchmark profitability.
- Establish and track sales objectives and metrics including conversion ratios, spending patterns and member behavior patterns.
- Ensure all communication with the customer, order flow meets or exceeds company standards.
- Manage DTC inventories, including regular physical counts, to ensure timely fulfillment for all DTC order.
- Grow and develop existing wine club.
- Hire and manage a highly professional hospitality staff with an esprit de corps on the principles of efficient operations and luxury hospitality service standards; provide protocols, and ongoing education.
- Conducts daily team meetings to go over guest arrivals, hosting plan, sales goals, and training objectives.
- Interacts with visitors and functions as customer service representative, ensuring exceptional customer service to all.
- Plan, manage and execute e-commerce sales campaigns and ongoing e-commerce activities.
- Develop strategies for optimum impact of all campaigns including timing, content, and sales growth.
- Analyze sales trends, customer behavior and peer winery strategies to increase growth and enhance loyalty.
- Drive and oversee both on and off premise local sales as appropriate with HHE’s NYS distributor partner.

Experience

- Demonstrated success leading teams focused on selling and enhancing a luxury brand including growing direct to consumer revenue, managing, and mentoring dynamic teams, and driving a high level of customer service.
- Comprehensive knowledge of wine and the wine industry including its history, making, and its direct-to-consumer evolution. Industry certifications (CMS, WSET, etc.) important.
- Proven analytical skills; ability to develop accurate budgets, manage a P&L, and derive opportunities for growth. History of achieving individual, team, and departmental goals. - Experience with CRM and retail POS systems.
- Able to communicate effectively and efficiently. Outgoing style with demonstrated skills building long-term relationships with consumers, businesses, and the community.
- Cheerful, positive considerate, creative, competitive, professional demeanor. Provides management in a calm and confident manner. Smoothly manages shifting priorities.
- Ongoing improvement. Sees around corners. Anticipates, prepares, adapts, intuitive, relentless.