Guest Experience Manager - Road 13

Iconic Wineries of British Columbia • Area C (Inkaneep/Willowbrook), BC

1d • CA$70,000 - CA$80,000 • Onsite

About The Position

The Guest Experience Manager is a hands-on hospitality leader who brings the Road 13 story to life through memorable, polished, and welcoming guest experiences. This role is accountable for leading the guest experience as a true owner-operator within a lean, entrepreneurial winery environment, balancing day-to-day service excellence with fiscal responsibility, commercial growth, team development, and overall property presentation. This is an exciting opportunity for an emerging or established leader who is ready to grow their career in winery hospitality, direct-to-consumer sales, and people leadership. You will lead the daily guest experience, coach and inspire a passionate team, drive wine sales and club growth, and work in close partnership with Brand, Fulfillment, Marketing, Winemaking, Engineering, and other key stakeholders to support the overall success of the winery.

Requirements

• 2-3 Years of experience in hospitality, retail, winery, tourism, restaurant, or luxury guest-facing environments; leadership experience is an asset and may include supervisor, lead, assistant manager, or manager-level responsibility
• A passion for creating exceptional guest experiences and helping others deliver service that feels genuine, polished, and memorable
• Proven ability to coach, motivate, and support a team in a fast-paced, seasonal, or service-driven environment
• Sales confidence and curiosity, with an interest in growing wine sales, club memberships, and long-term guest relationships
• Strong communication skills, sound judgment, and the ability to balance warmth, professionalism, and operational follow-through
• Collaborative, creative storyteller and problem-solver with an entrepreneurial spirit, a strong owner’s mindset, and the ability to thrive in a flat structure where leaders are hands-on, commercially aware, and accountable for results
• Curiosity and willingness to learn are essential

Nice To Haves

• Wine knowledge
• WSET
• Serving It Right
• hospitality education is considered an asset

Responsibilities

• Lead the day-to-day guest experience across tastings, tours, retail, reservations, and special moments that surprise and delight our guests
• Create a warm, confident, and sales-focused service culture where team members are empowered to act like owners and build lasting guest relationships
• Own key direct-to-consumer revenue drivers, including onsite visitation, retail sales, offsite events, outreach, wine club conversion, and repeat guest engagement
• Take overall fiscal responsibility for the guest experience business, including revenue delivery, labour planning, expense discipline, inventory awareness, and thoughtful decision-making that supports profitable growth
• Oversee wine club membership management, including member acquisition, retention, service recovery, communication, pick-up experiences, fulfillment coordination, and ongoing member care
• Collaborate closely with Brand, Fulfillment, Marketing, Winemaking, Engineering, and other stakeholders to align guest experiences, operational priorities, events, communications, and site readiness with winery goals
• Recruit, onboard, train, coach, and develop seasonal and year-round Wine Ambassadors and guest experience team members, driving ongoing education in service standards, sales, storytelling, wine knowledge, safety, and brand expectations
• Manage inventory control and depletion of wine, packaging materials, collateral, and retail items in partnership with winery and operations teams
• Use guest feedback, sales results, club performance, and service observations to identify opportunities and continuously elevate the guest journey
• Own the overall presentation, cleanliness, readiness, and care of guest-facing spaces, back-of-house areas, and the broader building environment, ensuring standards of professionalism, safety, cleanliness, and brand alignment are consistently maintained

Benefits

• Competitive compensation that recognizes individual and company performance
• Bonus plan
• Company-matched RRSP contributions
• Extended health and dental benefits
• Mental health plans with 24/7 access to a primary care physician via Lumino Health
• Maternity & Adoption Leave Top Up
• Paid Secondary Caregiver Leave
• Paid time off
• An extensive offering of world leading learning and development programs to empower your career development – in-person and digital offerings with internationally renowned resources like Franklin Covey and Lumina.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed