Assistant Hospitality Manager

Huneeus Vintners LLC•St. Helena, CA

84d

About The Position

The Assistant Hospitality Manager at Quintessa is responsible for ensuring the smooth and healthy operations of the Visitor Center, along with the other management team members and the Visitor Center team. This role focuses on the “Front-of-the-house” execution of the guest experience – focusing on the development and management of our hospitality & support teams at the Visitor Center. This is a hands-on role that has a direct impact on daily team management, operational efficiency, guest services, administrative duties, event coordination, and all other Visitor Center activities.

Requirements

Successful candidate will possess a minimum of three years of high-end experience in hospitality.
Proven record of setting and meeting objectives (both professional and personal) is essential.
Experience leading groups required, and previous management of multiple direct reports is preferred.
Creativity, enthusiasm, professionalism, and proactive approach to problem solving are all essential attributes for success in this position.
The ability to motivate staff and resolve customer service issues will be required daily.
Must be able to troubleshoot guest and employee problems and find consistent solutions.
Excellent sales and gust service skills.
Ability to lead by example by giving quality service and trainings.
Excellent verbal and written communication skills.
Strong detail and multi-tasking skills.
Proficiency in Microsoft Outlook, Excel and Word.
Solid understanding and working knowledge of management tools including Microsoft Office Suite software, scheduling, inventory tracking, cash handling, and retail operations will all be needed to excel in this position.
This position requires flexibility and willingness to adapt quickly to changing priorities.
Respectful, kind, and mature.
Ability to lift and carry up to (40 Lbs)
Must be at least 21 years of age
Ability to perform physically demanding tasks outdoors in changing weather conditions
Ability to work a flexible schedule, including weekends, holidays, and periodic overtime
Able to stand for long periods of time
Able to walk on flat and sloped terrain
Requires the ability to sit bend, stoop, twist and walk over uneven surfaces for prolonged periods of time

Responsibilities

Execute best-in-class experiences for all guests including members
Establish best practices, systems, methodologies to ensure guest satisfaction
Focus on practices and experiences that encourage repeat visitation and positive word of mouth to promote new visitation
Maintain management practices that support daily activities of guest services and concierge team
Management of the host, concierge, and support teams
Hands on development of team, especially during peak periods in addressing guest service issues and resolution
In conjunction with other management team members, focus on business development and community outreach to drive the appropriate visitation
Work with management to attract and develop top hospitality talent
Help facilitate educational opportunities, training programs, employee manuals, and one-on-one coaching for team to ensure appropriate wine and industry knowledge, sales and communications skills, gust service skills, brand messaging, wine service, VC operations and safety
Work with management to set team goals
Provide team with frequent feedback and annual performance reviews
Maintain and facilitate VC processes and procedures, including but not limited to inventory control, POS System entry, Consumer Experience Sequencing, etc.
Create staffing schedules and ensure staffing levels are appropriate for daily operations and special events
Work with management to ensure appearance of Visitor Center and guest spaces are of the highest quality standards
Assist with the POS System involving training, reporting and trouble shooting
Assist with overall management of on-site DTC inventory including inventory count, restocking, and reconciliation
Drive VC business to achieve financial objectives
Monitor DTC related metrics, reporting and forecasting and use relevant metrics to prioritize actions
Partner with the off-site DTC team to help facilitate service recovery with customer service issues
Host tasting experiences for member and trade guests