Hospitality Manager for Clos du Val Winery in Stags Leap District

Clos du Val, French for “small vineyard estate of a small valley,” was founded in 1972 in the renowned Stags Leap District. Third generation family-owned today, Clos du Val continues to craft wines of balance and complexity, showcasing the fruit from the outstanding terroir on which our estate lies. Clos du Val is seeking a Hospitality Manager to be a part of our dynamic team!

A critical role within our organization, this person will be the keystone of our guest experience, leading our team of professional and passionate Wine Educators. The ideal candidate for this role will exemplify our core values of collaboration, respect, and integrity while leading a team to produce results and deliver a world-class guest experience. Working in collaboration with the Director of Marketing & Consumer Commerce, this role will be responsible for direct management of the hospitality team to meet and achieve sales strategies, goals, wine club memberships, and email acquisition. This role will work cross-functionally across the business to communicate key initiatives, escalate areas of awareness, and work in tandem with other DTC partners. Additional responsibilities include hiring, training, scheduling, and timely reporting regarding key sales metrics. This position requires a proactive, results-oriented individual who promotes exceptional hospitality, exhibits a strong work ethic, and is passionate about outstanding sales results.

Key Responsibilities:

•  Grow and lead a dynamic team including ~10 hospitality team members. Conduct hiring interviews, mentor, train, and conduct in-the-moment coaching to develop teams further and meet goals.
•  Ensure that the Hospitality team conducts themselves as Clos du Val brand ambassadors; demonstrating positive characteristics of exceptional guest service and focused sales behavior.
•  Manage the daily flow of all scheduled visits including assigning host stations and groups through TOCK reservation platform.
•  Oversee educational opportunities for staff to ensure wine & industry knowledge is current and evolving.
•  Ensure that the Wine Educators are achieving monthly sales goals, monitor and communicate progress including traffic, revenue, AOV, Wine Club sign-ups, conversion ratios, and email collection to the Director of Marketing & Consumer Commerce.
•  Oversee discount percentages/policies, labor costs, pour costs, inventory control, and accurate reporting of foot traffic. Monitor and complete daily procedures including daily cash reconciliation, credits, chargebacks, transfers, and vacation requests.
•  Facilitate and lead daily lineups and weekly Hospitality meetings setting the tone and pace for the team.
•  Oversee and monitor inventory levels to ensure adulate product onsite.
•  Manage and oversee in-house shipping and coordination of shipping partners.
•  Develop and implement growth plan for improving visitors experience and loyalty.
•  Work closely with events coordinator to manage all private events.
•  Manage seasonal food program with Chef de Partie.
•  Collaborate with the Finance team on commission payments and performance-related benefits.

Competencies:

•  Collaboration and Teamwork - Builds a positive environment of trust, teamwork, and collaboration, providing support, managing conflict and emotions.
•  Drive for Results - facilitates the delivery of company outcomes by setting and maintaining high standards and anticipating and overcoming barriers to goal achievement.
•  Communication - demonstrates active listening skills, tailored communications, confidence, and clarity to create a shared understanding across the business.
•  Continual improvement - fosters a culture of development and improvement, valuing feedback and learning from, both successful and challenging experiences.
•  Planning - establishes clear priorities and actions aligned with strategy, holds self and others to account and anticipates and plans for obstacles.
•  Analysis - makes decisions with confidence and conviction, assimilating information, and opinions to guide judgment and initiative.
•  Business acumen – identifies and seizes commercial opportunities, using a deep understanding of business drivers, financial awareness, and industry knowledge.
•  Leadership - inspires and empowers people, through clear direction, coaching and delegation and the provision of positive and constructive feedback.

Traits:

•  Leads change through experimentation and learning.
•  Detail oriented and analytical with a strong financial acumen.
•  Resilient – rolls with the punches.
•  Flexible, open minded and hard working.
•  Willing to take risks, make tough decisions, and defend those decisions.


Qualifications:

•  Minimum of 5 years of experience in revenue generation, sales management, and customer engagement, preferably in a luxury wine setting.
•  Demonstrated leadership, with expertise in developing, inspiring, and building engagement and trust with employees.
•  Deep understanding of wine and food and consumer insights.
•  Experience with Wine Direct, TOCK, and Enolytics preferred but not required.
•  Experience managing staff, schedules, budgets, and business practices.
•  Entrepreneurial and creative; developing new programs or guest experiences that drive profitability.
•  Excellent communication skills; both written and oral.
•  Extraordinary guest service and a hospitality-driven approach with guests and employees.
•  Ability to project credibility, in an honest, genuine, and professional manner.
•  Excellent organizational and follow-up skills.
•  Ability to work a flexible schedule that includes evenings, weekends and holidays as required.
•  Working knowledge of Microsoft Office Suite.