Guest Services Team Captain- Woodford Reserve

Brown-Forman Corp. • Versailles, KY

50d • Onsite

About The Position

The Woodford Reserve Distillery is an interactive, consumer experience designed to showcase the history and beauty of the Woodford Reserve Brand. We will give our consumers a look into how Woodford Reserve comes to life and each team member will be responsible for ensuring the integrity and authenticity of this experience as they interact with our consumers throughout their visit to our Homeplace. Meaningful Work From Day One: Manages day to day tour operation for the Woodford Reserve Distillery. Facilitates training for the Guest Services team to include guided tours, tastings, brand history, tasting room and front desk operations, and the online reservations system. What to Expect: ● Prepares tour path for tours at start of day ensuring that path is clear of hazards, technology is working properly and team is set-up for success. ● Leads shift daily huddles and informs team of daily outlook and events. ● Leads distillery tours and tastings as needed. ● Manages Guest Services liquor inventory and pulls liquor for tour and tasting experiences. ● Introduce and enforce daily staff rotations. ● Works in tasting rooms and at front desk as necessary. ● Monitors tasting room and Guest Services inventory and inform Guest Services Manager when supplies are low. ● Assists with VIP and large group specialty tour bookings. ● Serves as the first point of contact for guest/customer tour experience related challenges. ● Develops training plans and oversees training progress for all Guest Services to include front desk, tasting room, and tour operations. ● Performs audits of tour and tastings to ensure consistent messaging. ● Assists Guest Services Manager with Guest Services performance documentation. ● Possibly provide such activities as first aid and/or direct emergency evacuations. ● Work with Guest Services Manager and Homeplace Manager to create new guest tour experiences. ● Work with Homeplace Coordinator to respond to any negative customer feedback and develops/implements measures to address customer concerns. ● Communicates with the Production team and updates the Guest Services team on relevant production related matters. ● Performs other duties as assigned.

Requirements

• Minimum of 3 or more years of experience in hospitality, retail or spirits/wine industry.
• Be at least 21 years of age
• High school diploma
• Minimum 1 year experience with supervising others
• Strong oral presentation skills as well as interpersonal skills
• Ability to provide exceptional customer service.
• Exudes a welcoming, professional, and courteous demeanor
• Ability to take direction and work in a fluid and fast paced environment
• Able to work weekends, holidays and overtime as needed.
• Able to work occasional evening events.
• Physically able to stand for long periods of time
• Must be able to lift 40 lbs.

Responsibilities

• Manages day to day tour operation for the Woodford Reserve Distillery.
• Facilitates training for the Guest Services team to include guided tours, tastings, brand history, tasting room and front desk operations, and the online reservations system.
• Prepares tour path for tours at start of day ensuring that path is clear of hazards, technology is working properly and team is set-up for success.
• Leads shift daily huddles and informs team of daily outlook and events.
• Leads distillery tours and tastings as needed.
• Manages Guest Services liquor inventory and pulls liquor for tour and tasting experiences.
• Introduce and enforce daily staff rotations.
• Works in tasting rooms and at front desk as necessary.
• Monitors tasting room and Guest Services inventory and inform Guest Services Manager when supplies are low.
• Assists with VIP and large group specialty tour bookings.
• Serves as the first point of contact for guest/customer tour experience related challenges.
• Develops training plans and oversees training progress for all Guest Services to include front desk, tasting room, and tour operations.
• Performs audits of tour and tastings to ensure consistent messaging.
• Assists Guest Services Manager with Guest Services performance documentation.
• Possibly provide such activities as first aid and/or direct emergency evacuations.
• Work with Guest Services Manager and Homeplace Manager to create new guest tour experiences.
• Work with Homeplace Coordinator to respond to any negative customer feedback and develops/implements measures to address customer concerns.
• Communicates with the Production team and updates the Guest Services team on relevant production related matters.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Beverage and Tobacco Product Manufacturing
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees