Hospitality Manager
(Wine Jobs:
Wine Retail & Sommelier)
Full Time
Summerland,
British Columbia
Okanagan Crush Pad Hospitality Manager
The Hospitality Manager is responsible for the sales and operations of the Okanagan Crush Pad Winery Tasting Lounge, including consumer & trade visitation experiences, and the management of staff hiring, training, and development. The Manager upholds the integrity of the brands and creates a welcoming and hospitable experience for all guests of the Okanagan Crush Pad Winery Tasting Lounge. The ideal candidate will possess natural leadership abilities, will work well under high-pressure situations, have the ability to multi-task, take initiative and be decisive, and have a positive, outgoing and approachable personality.
Major Responsibilities / Accountabilities:
Visitor Center Management
- Delivers on the OCP brand by hosting consistent and engaging experiences with everyone who visits the winery. Works with marketing counterparts to develop and test new experiences.
- Leads the activities of the team to achieve Hospitality priorities: consumer acquisition, club conversion, sales, consistent, engaging and on-brand consumer and trade guest experiences.
- Manages and hosts experiences for the trade and VIP guests. Coordinates with principals, and winemakers to ensure communication of all key details about visiting guests are conveyed.
- Manages daily business functions, including operating the point-of-sale system, opening and closing procedures for each business day; ensure that cash accounting is correct and complete at end of business day.
- Responsible for the neat and tidy appearance of the tasting lounge which includes staff presentation, wine and merchandise displays and up-to-date consumer facing collateral.
- Evaluates sales performance to goal. Ensures the communication of daily goals to team and reports on monthly Key Performance Indicators with corresponding observations and recommendations.
- Responsible for inventory management and upholding internal control standards for all tasting lounge items (wine, merchandise, dry goods, brochures, etc.).
- Works with Marketing to execute the merchandising strategy.
- Tracks sales performance, profit margins and keeps the tasting room appropriately stocked.
- Maintains and orders necessary supplies for the tasting room and winery cleaning supplies and oversees processing invoices in a timely fashion.
- Creates formalized training and trade training for staff to deliver consistent brand messaging. Works to continually elevate staff wine knowledge.
- Develops and maintains all Standard Operating Procedures (SOPs) necessary for running the tasting lounge. Utilizes these procedures to ensure consistency in service level standards and procedures are followed.
- Ensures the team operates according to standards for professionalism and customer service and that company policies and procedures are followed by all staff members.
- Responds to customer requests, suggestions, or complaints.
- Coordinates and works with Wine Club team to understand Club benefits, positioning, sales and staff incentives.
- Understands the OCP use-permit parameters, Health Codes and manages the tasting lounge in compliance with its terms. Maintains necessary food handling requirements and certifications.
- Captures and analyzes sources that are driving visitation to OCP and works collaboratively with Marketing on an outreach strategy and relationships with these key sources.
Personnel Management
- Responsible for staff hiring, orientation, training curriculum and implementation, development, supervision and performance evaluation.
- Responsible for the weekly and bi-weekly timekeeping and on-time Payroll.
- Manages the tasting room schedule and tracks labour hours.
- Keeps the staff engaged and focused on continuous improvement and has a strategy to maintain productivity levels in high season as well as in lower visitation days/season.
- Communicates the revenue and club sign-up goals and results while motivating team to achieve these targets.
- Addresses and appraises performance, identifies development opportunities and acts as a coach/mentor when required.
- Leads team to meet or exceed sales goals based on annual budget
- Takes an active role with the staff and the team in the Wine Club to build employee unity, being a positive example for customer experience and to evaluate retail employee customer service
- Schedules various staff meetings, develops and drives agenda.
- Ensure cross training of department staff with Wine Club systems and functions
- Responsible for the staffing and development of direct reports
- Annual evaluations and development plans
- Develop ongoing incentive programs for direct sales team
- Develop and participate in ongoing training
- Partners with the Wine Club to enhance member experience during winery visits.
Guest Services Experience
- Ability to create and maintain a warm, friendly and highly productive team ‘culture’ that is focused on providing an exemplary Tasting Lounge guest experience that builds lasting customer relationships
- Maintain the overall cleanliness and appearance of the Tasting Lounge and Patio and surrounding areas
- Determine an inviting and practical set up for guest hosting for the season
- Request any equipment, furniture or supplies required to implement agreed to plan
- Develop and implement patio food menu
- Procure all food goods and supplies to support food menu
- Maintain quality food service throughout the season
- Develop a wine and cocktail features program
- Procure all products required to execute features program
- Ensure feature sheets and menus are updated as required
Events
- Working with Club Manager and Marketing, develop logistic roll out plans for each event to be held locally (on site or at one of the vineyards)
- Oversee staffing requirements for all events
- Ensure timely set up and roll out of events
- Set up and manage on-site events to ensure smooth and efficient execution
- Communication with staff/customers booking events
- Manage events including music series, wine club dinners and other events
- Keep an inventory of tables, chairs and linens and ensure they are stored properly to avoid damage to the facility or the equipment
Marketing & Promotions
- Work with Marketing to determine a series of promotional activities aimed at increasing cellar door traffic
- Ensure required materials to implement promotions are delivered in a timely manner that supports effective implementation and execution
- Inform, educate and motivate staff to embrace promotional activities and that they communicate those effectively to guests
- Track success of promotions and make recommendations for future activities.
Nature & Scope
Position works under the direction of the Operations Manager; and closely with the Wine Club Manager, Marketing and various OCP and HQ employees. Typically works with multiple members of OCP winery including, but not limited to, Winemaking, Operations, Finance, and Human Resources. Communication can include sensitive information requiring complete confidentiality and discretion in dealings and contacts. Decisions impact the group and organization.
Experience / Background
- Minimum 3-5 years hospitality management experience, including inventory and people-management, required
- Minimum 3-5 years of supervisory experience required
Required Skills/Competencies:
- Excellent hospitality, communication and sales skills
- Leadership skills and comfort upholding standards and policies
- Comfort using winery or restaurant point-of sales systems
- Advanced wine knowledge, WSET Advanced or equivalent certification, with demonstrated ability to educate others
- Examples of providing premium consumer and trade-related wine experiences
- Budgeting and sales forecasting/analysis experience in hospitality or restaurant management
- Creative and energetic, proven passion for and examples of creating wine and food pairing experiences
- Excellent written and verbal communication skills
- Extremely organized with ability to effectively prioritize tasks
- Proven leadership capabilities and ability to effectively train and manage staff
- Must be highly organized and able to multi-task
- Proficient in MS Office programs
- Holds a Serving It Right certificate
- Holds a Food Safe Certificate
- Understands liquor license conditions
- Understands BC Interior Health standards
Physical Environment:
Physical/Skilled Labor: Work is performed in a general production area and/or office environment with regular demands for moving, lifting/carrying/lowering up to 50 pounds, standing, walking, climbing, and pushing. Normal visual, hearing and language acuity required for correspondence and computer usage.