SUMMARY: Responsible for all operational duties and leadership of our hospitality team. Leads the team to excel in service, sales and executing all aspects of a luxury hospitality experience. Directly manages the Estate Ambassador team, as well as the Hospitality Manager and Supervisors. Full P&L responsibility for the Guest Center, including wine sales, non-wine sales and experience bookings.
 
DUTIES AND RESPONSIBILITIES:
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Under general direction, manages and directs the Hospitality Manager and Estate Ambassador staff to support the daily guest and sales activities.  Monitors cash flow, expenditures and revenues through budget preparation, monitoring and report generation. Responsible for scheduling the team to maximize time and efficiency while providing top notch hospitality. Works in conjunction with the Senior Director of DTC and the Marketing Team to develop and promote company image and products. Primary interface with Maintenance Department for facility issues related to maintenance and repair of Guest Center.  May serve as a winery representative during outside promotional functions. Is an industry leader and keeps abreast of currents wine industry trends and experiences. 
 
PERSONNEL:
Hiring:
-Responsible for the interviewing and hiring of Estate Ambassador staff, Hospitality Managers and hospitality support staff in coordination with management.
 
Training and Personnel Development:
-Responsible for setting up training programs, including setting and reviewing 30-, 60- and 90-day goals, providing materials including manuals and books, scheduling classes, seminars and field trips.
-Responsible for maintaining and updating all of the training materials used for hospitality staff.
-Maintains up-to-date training certification information for all Hospitality staff in Responsible Beverage Service and ServeSafe Food Handling Training.

Cross Training:
-As needed, oversee cross training with Customer Service, Events and Reservations.
-Work with Events Manager to provide staff as needed for in-house events.
 
Employee Supervision and Discipline:
-Schedule and conduct all 30-, 60- and 90-day reviews, annual performance reviews and year-end bonus reviews for those persons being directly supervised. This includes setting employee goals and following up with goal deadlines in the RISE module
-Make recommendations for salary increases and bonuses.
-Conduct disciplinary actions as needed and communicate in writing with and in coordination with Human Resources.
-Conduct proper follow-up actions.
 
Schedules:
-Coordinate and ensure proper coverage and back up for all Hospitality needs.
 
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 subordinates; actively works to promote and recognize performance.
-Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions
 
RETAIL SALES, GUEST TASTING EXPERIENCE AND OPERATIONS:
-Responsible for perfect guest experience and interactions for each visitor.
-Resolves all issues in the moment with any guest complaint and communicates all issues to the Director of Hospitality on the same day.
-Follows up with any issues to ensure that the guest is completely satisfied.
-Enforces all JPV policies pertaining to pets, persons under 21 years of age, smoking, etc.
-Manages all processes (computer systems, phones, sales registers, reservations registers, video systems, sounds systems, security systems, etc.) needed to support the operation of the historic winery as pertains to guest visits, tastings and retail sales.
-Responsible for all wine and non-wine inventory on a monthly basis.
-Acquires and maintains thorough knowledge of winery and its wines.
-Communicates with Commerce 7 (and JPV personnel) about any problems with Commerce 7.
-Monitor pricing and report any inaccuracies. 
-Monitor wine sales and suggest changes to tasting options to promote sales of wines to meet budget expectations.
-Maintains and manages budget GL 73 (Retail Sales and Retail Expenditures).
-Monitors cash flow, expenditures, and revenues compared to budget.
-Assists in the development of the budget for retail sales.
-Update employees and consumers on reciprocal state laws as they relate to the shipping of wines.
-Coordinates with Associate Hospitality Managers on all sales materials: tasting sheets, sales sheets, forms, Insignia Futures forms, etc. – all collateral materials and edits and restocking what is printed.
-Partner with Marketing team to source and order relevant merchandise.
-Implements all new wine and non-wine items in Commerce 7 and communicates changes to entire Hospitality staff.  Ensures that Commerce 7 “buttons” reflect the retail sales needs in terms of information and organization.
-Coordinates with HR on making sure New Hire packet is complete and implemented.

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