Head of Guest Experience (Wine Jobs: Management & Administration)

Full Time

  Big Head Wines (http://www.bigheadwines.ca)

  823 Line 6 Road, Ontario

Head of Guest Experience 

We have been making wine in the area for over twenty years. We source only the best fruit from the Niagara Region, working closely with growers that share our attention to detail and pursuit of the highest quality.

We are currently recruiting for the position of Head of Guest Experience. This a full time, permanent position.

The Head of Guest Experience's primary focus is to direct all phases of Big Head’s quarterly Wine Club. They are a pillar of the Big Head Operations Team and an acting Manager on Duty, during all scheduled shifts.

The Head of Guest Experience leads and executes high level administrative duties, requiring exceptional time management and a foundational technical skill set, including but not limited to backend POS administration, Excel, Outlook, OneDrive or the like, QuickBooks, and the use of collaboration platforms i.e.: Teams, Slack or the like.

While participating in Tasting Room activities, the Head of Guest Experience sets the standard for exceptional hospitality, and comprehensive wine knowledge, in leading by example, and creating an environment that aligns with Big Head’s brand and ethos.

Essential Duties

  • Managing Wine Club activities including full scale preparation, and execution of quarterly Club shipments
  • Delegating tasks where appropriate within the context of both the Operations and Service teams at Big Head Wines
  • This includes but is not limited to working with the Logistics Lead to orchestrate product movement, producing inventory counts and estimates, procurement of supplies (administrative, packaging, add-ons etc.) through the appropriate channels
  • Coordinating with various Big Head departments to orchestrate the set up and tear down of physical workspace
  • Completing final checks in advance of Club processing to ensure all issues have been appropriately remedied with contingencies considered
  • Creating and sending e-blasts to Members with shipment, product, and events details
  • Contributing to all Wine Club literature (i.e., tasting notes, recipes, newsletters)
  • Enrolling new Members into database in accordance with Big Head SOP, communicating pertinent details with Operations Team as required
  • Responding to all Member inquiries and updates (phone, email, in person) as requested, including credit card updates, custom shipment requests, additional wine purchases, change of address, cancellations, feedback etc. with courtesy and professionalism
  • Working with the Logistics Lead to determine best practice for shipping at customer enrolment
  • Completing monthly inventory counts
  • Maintaining thorough records and documentation of all Club interactions
  • Participating in the planning, preparation and execution of all Wine Club events including pickup parties, dinners, ZOOM tastings etc.
  • Working with the Head of Administration to develop and execute high level tasting experiences, beyond the scope of everyday offerings at Big Head
  • Devising and implementing goals, actions, and value add-ons to enhance guest and Club experience
  • Contributing to overarching discussions as they relate to service, product, environment, people, and operations at Big Head Wines
  • Adhering to and developing written standards of operations, policies, and procedures
  • Assisting in the Tasting Room and Retail Space as needed
  • Other duties as assigned


  • WSET 3 or equivalent
  • 3+ years Wine Club Management / Management in a hospitality setting
  • Bachelor’s Degree in Hospitality Management or Business Administration an asset but not required

Knowledge, Skills & Abilities

  • Available to work weekdays, weekends and occasionally evenings
  • Strong diplomacy and communication skills, both verbal and written
  • Excellent organizational skills, including task delegation, and time management
  • Strong leadership skills
  • Exceptional customer service skills
  • Resourceful and solutions focused
  • Strong administrative proficiency
  • Attention to detail
  • Strong hospitality and wine background
  • A positive attitude

Working Conditions

  • Full-time Permanent Position
  • Office Environment
  • Tasting Room
  • Warehouse

$25.00 hourly
Comprehensive benefits through Sunlife

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