Guest Experience Manager

Guest Experience Manager 7900 St Helena Hwy, Oakville, CA 94562 $77,000

• $94,000 a year
• Full-time $77,000
• $94,000 a year
• Full-time

COMPANY OVERVIEW

Created in 1978 by Baron Philippe de Rothschild and Robert Mondavi, Opus One remains committed to realizing our founders' dream of bringing to life one unique wine that expresses the seamlessly blended personality and character of each family. With a great sense of pride in our work to realize this dream, the people of Opus One bring profound dedication and unsurpassed attention to detail in our daily work. We care deeply about the quality of our relationships within the winery, with our trade partners and with our customers.

POSITION SUMMARY

The Guest Experience Manager will be responsible for leading, mentoring, inspiring, and maintaining a diverse team of exceptional service professionals by serving as a role model for the team and recognizing opportunity areas with diplomacy and finesse. Alongside their counterpart, they will oversee the day-to-day hospitality operations and ensure the team delivers on our service promise to create elevated and memorable experiences for our patrons. This role will also be responsible for achieving financial goals, developing staff, and creating a positive collaborative culture.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include but are not limited to the following. Other exempt duties may be assigned. Recruit, hire, train and develop the Guest Relations team including performing all periodic check-ins and annual reviews. Monitor performance and regularly communicate with direct reports to achieve mutual understanding and desired results. Assist in preparing the departmental budget to ensure adherence to financial objectives with the Director of Hospitality and VP of Domestic Sales and Guest Relations. Provide constructive feedback to all members of the Guest Relations team and documents all conversations as needed. Oversee day-to-day hospitality operations in accordance with our service and operating protocols. Research best practices, stay abreast of industry trends, and maintain awareness of regulatory changes to ensure compliance and continually improve operations. Manage the guest experience upon arrival, through the flow of all visits and ensure staff scheduling is accurately planned to provide attentive guest service. Supervise specific functional duties, including organizing staff for the daily schedule and calendar set up and clearing of tasting rooms. Monitor and approve PTO requests for All GR Team members, note in the Dashboard in C7, and adjust the schedule as needed to maximize revenue and ensure a seamless guest experience. Host experiences and events as needed for both consumer, trade and private events including evenings and weekends. Ensure all Guest Relations team members are appropriately trained and certified as required to meet all relevant regulations pertaining to food handling and alcohol service. Keep Guest Relations team up to date on procedures, event updates and other pertinent information to aid sales and improve efficiency. In collaboration with the Guest Experience Manager, Director of Hospitality, conceive, develop and implement innovative and creative guest programs for improving visitor experience and loyalty. Handle guests' concerns in a positive, professional and expedient manner. Meet and greet VIP patrons and guests to ensure they have a positive experience. Manage POS System including updating, training, and trouble shooting. Ensure the provision of all collateral pieces are up to date, accurate, and meet brand standards within the tasting room. Develop educational opportunities for staff to ensure wine & industry knowledge is current and appropriate. Create an annual calendar of internal and external guest speakers to join GR meetings on a monthly basis. Works closely with Trade Ambassadors to provide a memorable and seamless experience for all trade guests. Manage tasting room appearance to ensure it meets Opus One standards, safety, and maintenance. Communicates guest, operational, staff and facility-related issues to the Director of Hospitality and the Facilities Manager regularly and consistently. Analyze any service issues and identify trends. Facilitate the development of creative solutions and ensure implementation to continually improve guest satisfaction. Build and maintain strong relationships with critical influencers in the Napa Valley such as concierges, restaurant managers, community organizations, and fellow wineries. Perform quarterly reviews and Annual Reviews for direct reports. Fosters a culture of continual improvement with a focus on our 2030

Vision Pillars:

being A Great Place to Work, Globally Responsible, One of the Most Respected Wines in the World, Together We Go Further, and A Daring to Lead Culture. Manage all allocated wine inventory on site and ensure that it accurately reflects in C7. Work closely with Accounting and Sales and Marketing team to manage all POS Retail and collateral inventory.

Additional Functions:

Oversee inventory, stocking of wines, opening and closing for the day. Maintain, update, and expand knowledge of viticulture, enology and the Winery by participating in educational trainings offered by Opus One and outside sources. Speak knowledgeably about Opus One representatives, distributors, retailers, and vintages to better assist customers in the selection of wine or wine-related items. Complete other assignments and special projects as assigned. Flexibility of schedule, including weekends and evenings as appropriate.

QUALIFICATIONS

Five (5) years of managerial experience in a luxury wine or restaurant setting B.A or B.S degree in hotel and/or restaurant management Proven leadership skills with ability to inspire and motivate a team Proficient in data software: Microsoft Office Suite (required), and Microsoft Dynamics CRM, Commerce7, and Google Analytics, Excel, MS Excel Skills Knowledgeable in developing and managing annual operating plans, including proficiency in meeting sales, goals tracking, ROI and analytics and budget management Clear communication skills and comfortable working with all levels of the organization, especially management, Executive Team, vendors, clients and customers

PREFERRED QUALIFICATIONS

MBA or marketing discipline Foreign language skills (French, Japanese, Chinese German, or Italian) Knowledge of viticulture, winemaking, wine marketing

SAFETY DUTIES AND RESPONSIBILITIES

Accident prevention is of utmost importance in all phases of job responsibilities. Follow all company policies and procedures including job safety, safety rules and regulations. Assist management to always provide safe and healthy working conditions. Immediately report all unsafe conditions, work-related accidents, and illnesses to the Safety Manager and your supervisor. We encourage all interested candidates to apply, even if you're uncertain about meeting every listed qualification. Opus One Winery is looking for motivated, passionate, and curious individuals who align with our Core Values and Mission.

OUR DEDICATION TO YOU

Values and Culture Daring to

Lead Culture:

A commitment to building an inclusive workplace where everyone feels valued and respected.

Sustainability:

Opus One Winery is committed to doing its part to ensure a sustainable future and improve the environmental well-being of our community.

Community Engagement:

Support for paid volunteer time, matching charitable contributions, and company volunteer opportunities.

Employee Development and Well-Being Professional Growth:

Support professional development through training and education, learning and development plans, and advancement opportunities.

Work-Life Balance:

Commitment to flexible schedules and remote work options for eligible positions. Paid Time Off, Holiday Pay and Volunteer Pay for full-time employees.

Health and Wellness:

Providing mental health resources, fitness discounts/resources, and comprehensive healthcare benefits, including 95% employer paid Medical, with 100% employer paid Dental/ Vision/ basic life coverage/ STD/ LTD for both employees and dependents.

Financial:

401(k) retirement plan with a 7% employer contribution, incentive and company bonus plan, wellness and tuition reimbursement plans

• for eligible employees.

Innovation and Impact Commitment to

Innovation:

A culture that supports creativity, experimentation, and continuous improvement. Making a

Difference:

A focus on meaningful work that contributes positively to the individual, family, community, and environment.

COMPENSATION

Base Compensation Range:

$77,000

• $94,000 USD annually
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Opus One Winery is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment. The base compensation range is base salary only. In addition to base compensation, all roles are eligible for individual performance bonus and company bonuses that range from role to role. Some roles may also be eligible for overtime pay. Individual compensation packages are based on several factors unique to each candidate, including their skills, experience, qualifications, and other job-related reasons. We understand that benefits are also an important piece of your total compensation package. To learn more about what's included in total compensation, check out some of the benefits and perks Opus One Winery has to offer on our careers page.