Guest Experience Supervisor - Mission Hill

Mission Hill Family Estate • West Kelowna, BC

2d • Onsite

About The Position

The Guest Experience Supervisor, Mission Hill Family Estate plays a key leadership role in delivering exceptional winery and hospitality experiences while ensuring the smooth day-to-day operation of the estate’s guest experience programs. This role is responsible for overseeing daily service execution, supporting frontline team performance, maintaining operational excellence, and ensuring every guest interaction reflects Mission Hill’s commitment to premium hospitality, wine, and culinary experiences. The Guest Experience Supervisor serves as a hands-on leader who provides direction, coaching, and support while balancing guest service, team development, sales objectives, operational efficiency, and compliance requirements.

Requirements

• 2–5 years of experience in hospitality, tourism, luxury retail, winery operations, guest experience, or a related customer-facing environment.
• Experience leading, coaching, and supporting frontline teams in a fast-paced operational setting.
• Strong organizational and planning skills with the ability to manage multiple priorities, changing business needs, guest requests, and operational deadlines.
• Confidence using reservation and hospitality systems such as Tock, Commerce7, and other guest experience platforms.
• A strong guest-first mindset and passion for creating memorable, personalized experiences.
• Experience supporting sales goals, merchandising initiatives, inventory processes, cash handling, and operational reporting.
• Excellent communication, problem-solving, and relationship-building skills.
• Ability to remain calm, professional, and solutions-oriented while balancing guest expectations and operational priorities.
• Serving It Right certification, or the ability to obtain and maintain certification.

Responsibilities

• Lead the day-to-day operation of the Guest Experience team, ensuring winery experiences are delivered seamlessly and consistently, even in the absence of direct managerial oversight.
• Maintain a strong floor presence, supporting team members, monitoring service execution, and ensuring guests receive memorable, elevated experiences.
• Conduct daily pre-shift meetings, communicate operational priorities, assign team responsibilities, and coordinate staffing plans, breaks, and experience assignments.
• Manage guest experience logistics through reservation and hospitality systems, including assigning tastings, coordinating guest requests, supporting VIP experiences, and maintaining service standards throughout the estate.
• Support sales performance by promoting wine club memberships, championing winery sales initiatives, and coaching team members on effective guest engagement and sales strategies.
• Partner closely with Culinary, Guest Services, Retail, and Estate teams to coordinate food and wine experiences, operational updates, member experiences, and guest requests.
• Oversee boutique presentation, visual merchandising, wine placement, menu updates, and inventory readiness to ensure the estate is guest-ready at all times.
• Support operational processes including inventory counts, wine sample management, shipping activities, cash reconciliation, deposits, and daily administrative requirements.
• Lead guest recovery efforts by resolving concerns professionally, creating positive outcomes, and maintaining Mission Hill’s service reputation.
• Coach, mentor, and develop team members through training, onboarding, feedback, and day-to-day support, fostering a culture of accountability, growth, and exceptional service.
• Ensure compliance with liquor regulations, responsible service requirements, and company operating procedures while maintaining a safe and welcoming environment.

Benefits

• Comprehensive paid training and access to extensive wine education
• Competitive wages $25/hour (pay is determined by job-related knowledge, skills, experience and education)
• Discounts at Home Block Restaurant, Events, and at our Boutique on gifts and wine
• Free tastings for you and your guests
• Discounts on tours and Sommelier Experiences

What This Job Offers

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