Job Status: Filled

Tour Centre Manager (Wine Jobs: Management & Administration)

Full Time

  Chateau des Charmes Wines Ltd. (http://www.fromtheboscfamily.com/)

  Niagara-on-the-Lake, Ontario

The Tour Centre Manager will lead a team of 20-25 staff to provide memorable hospitality to each and every guest who enters the Château. The Tour Centre Manager will be responsible for all aspects of the day-to-day operations of this business unit. Reporting directly to VP Marketing & Administration, Michèle Bosc, the Tour Centre Manager will be an integral member of the management team.

Staff

  • Lead by example 25-30 retail and hospitality personnel
  • Insure smooth daily operations of facility
  • Lead annual reviews for year-round staff in conjunction with Michèle Bosc
  • Lead hiring process for seasonal staff
  • Make recommendations on optimal staff deployment, skill/experience mix and wages
  • Create and maintain weekly schedule to balance staffing needs for daily programs and functions against fiscal objectives
  • Co-lead training program for new employees in conjunction with Michèle Bosc
  • Champion continuous learning both formally and informally
  • Develop and maintain all retail and hospitality policies and procedures
  • Provide manpower to other areas of the business without compromising retail and hospitality operations

Guest Experience

  • Insure each guest who is welcomed to the Chateau enjoys memorable hospitality
  • Direct staff to anticipate guest wishes and exceed them
  • Liaise with Marketing Department to understand the specific requirements of guests and clients who have pre-booked experiences
  • Champion the artisanal cheese program
  • Participate in development of Fully Independent Traveller (FIT) and Paul Bosc Lounge programs
  • Respond to customer requests for information via [email protected]
  • Field guest complaints and take appropriate action to resolve the problem

Stores/Facility

  • Merchandise stores to maximise sales of wine and non-wine merchandise
  • Manage TC supplies (Bags/boxes/gift wrap/utensils etc.)
  • Physical operation of tour centre
  • Basic working knowledge of sprinkler system/alarm system/sump pump etc.
  • Insure monthly and annual inventory is conducted thoroughly and accurately
  • Participate in company Health and Safety Committee

Ideal Candidate

  • 3-5 years management experience in retail/tourism/hospitality/sales environment
  • Demonstrated success in meeting and exceeding objectives
  • Dedicated to “extreme” customer service
  • Positive contributor to management team
  • “White table cloth” customer service ideals and professionalism
  • Strong organizational/problem solving skills and can efficiently adapt to change
  • Thrives in a fast-paced environment

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