Hospitality Operations Manager

SUMMARY: Oversees the daily guest and sales activities of the Retail Sales Room and Wine Education team, including two Associate Hospitality Managers. Manages and coordinates the processes, operations and back-of-house personnel that support the daily guest and sales activities of the Hospitality Department at Joseph Phelps Vineyards.

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 Associate Hospitality Managers and Wine Education 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 Director of Hospitality 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.

PERSONNEL:

Hiring:

• Responsible for the interviewing and hiring of Wine Education staff, Assistant Hospitality Managers and Wine Education support staff in coordination with management
  
  
  

Training and Personnel Development:

• With AHMs, 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
• With AHMs, identifies reporting duties for new Wine Education staff and monitors training
• With AHMs, responsible for maintaining and updating all of the training materials used for Wine Educators (levels I-IV.
• With AHMs, 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
• 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:

• Work with Associate Hospitality Managers to coordinate and ensure proper coverage and back up for all Hospitality needs.
• In conjunction with Associate Hospitality Managers, check that master weekly schedules routed to all staff members, maintaining a forward schedule of at least four weeks, are correct for all Wine Educators.
  
  
  

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
• 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
• Ensures tasting room and inventory areas are always clean, neat and stocked; ensures that displays of wine and non-wine products in tasting room are attractive and maintained.
• Able to perform wine educator functions, including tastings, seated tastings, cash register transactions, reservation functions, reconciling daily sales and posting transactions, as needed
• Performs other duties as assigned by manager
  
  
  

FACILITIES:

• Coordinates with Facilities Manager and Associate Managers on all repairs to buildings and equipment for Hospitality department
• Maintains work orders through the Work Order portal web page
• Communicates facility needs to maintenance department and ensures that request is fulfilled. This ensures a quality and safe work environment
• Responsible for mechanical checks on equipment as designated. Equipment includes, refrigerator and freezer in production kitchen, glasswashers in the North and South building, refrigerator in South building, small refrigerators for service
• Daily inspection of facilities from a Housekeeping perspective, checking for cleanliness
• Communicates housekeeping needs and provides feedback on how well these tasks are being done to Housekeeping Manager
• Work with outside contractors to maintain concrete floor surfaces, including the dining room concrete tiles to keep facilities looking fresh and vibrant
  
  
  

SUPERVISORY RESPONSIBILITIES:

• Supervises Associate Hospitality Managers
• Provides feedback as needed for supervisory duties of Housekeeping staff
  
  

Participates in the evaluation of other Wine Education and Hospitality staff as requested by the Associate Hospitality Managers supervising this shared staff.

Requirements

QUALIFICATIONS:

• Two to four years related experience
• Knowledge of wines and wine production
• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Excellent presentation skills
• Strong organizational, problem-solving and analytical skills
• Ability to manage priorities and workflow
• Professional appearance and demeanor
• Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm
• Excellent customer service skills
• Demonstrated ability to calculate figures and amounts such as discounts, margins, percentages, gross and net sales, cost of goods, etc
• Ability to deal effectively with a diverse range of individuals at all organizational levels and the public
• Good judgment with the ability to make timely and sound decisions
• Creative, flexible and innovative team player
• Demonstrated ability to make successful presentations to individuals and groups
• Passion, enthusiasm, focus, creativity and a positive outlook
• Demonstrated proficiency in supervising and motivating subordinates
• Basic competence in subordinates' duties and tasks
• Proficient in Excel, Word, AMS, and Outlook
  
  
  

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

• Stand and walk for long periods of time
• Understand and respond to a diverse population
• Coordinate multiple tasks simultaneously
• Lift a case of wine that weighs approximately 25 pounds, repeatedly and safely
  
  
  

WORK ENVIRONMENT:

• Work is mainly performed in an enclosed tasting room, with occasional time spent outside. The individual is occasionally exposed to fumes or airborne particles relative to normal cellar and outside vineyard operations.
• Noise levels are usually low to moderate
  
  
  

Benefits

Perks & Benefits:

• 13 Paid Holidays
• Vacation & Sick Time
• Paid Wellness Day and Monthly Wellness Stipend
• Annual Bonus
• "Farm Fresh to You" membership
• Comprehensive Health Benefits: Medical, Dental and Vision
• 401K match
• Annual Employer Gift
• Generous Employee Discounts
• Employee Wine Program