Old Forester Distillery Guest Services Team Member I

Brown‑Forman Corporation • Louisville, KY

5d • Onsite

About The Position

Old Forester Distillery is seeking a Guest Services Team Member I to join their team and deliver exceptional hospitality to every guest who walks through their doors. In this role, you’ll take on a variety of responsibilities, including leading engaging hour-long tours and tastings, setting up and tearing down the tasting room, and managing front desk operations such as answering phones, greeting guests, printing tickets, and updating tour reservations. You’ll also be trained to assist in George’s Bar and the gift shop, ensuring every guest interaction is welcoming and seamless.

Requirements

• High School Diploma or Equivalent GED.
• Minimum one year of experience in hospitality, retail or spirits/wine industry.
• Flexible schedule to support an operation that runs Tuesday through Saturday, 9 AM to 5:30 PM.
• Must be flexible in availability to work holidays, and some evenings.
• Strong presentation and interpersonal skills.
• Ability to provide exceptional customer service.
• Ability to work in a fluid and fast-paced environment.
• Physically capable of standing for long periods of time.
• Ability to lift up to 40 lbs.

Responsibilities

• Deliver 2-3, 75-minute walking tours of the distillery daily, including a 15-minute tasting experience.
• Manage and lead groups of up to 25 guests through the Old Forester distillery.
• Conduct public and private tours of the distillery.
• Answer questions about Brown-Forman and Old Forester history, the fermentation, distillation, cooperage, maturation, and bottling processes, and Old Forester expressions.
• Confirm guest counts and demographic breakouts with Guest Services before beginning the tour.
• Call guests in the lobby, George's Bar, and retail to ensure all guests are present before beginning the tour.
• Conduct platform tastings as required.
• Serve as the first point of contact and greet guests upon arrival to the distillery.
• Process tickets according to the confirmed tour experience.
• Process credit card payments for guest tour experiences.
• Verify guest identification and annotate U-21 and “no-id” guests accordingly.
• Communicate confirmed tour size and demographic breakout to the tasting room and tour guide.
• Process refunds as required.
• Provide guest lockers as required.
• Direct guests and facilitate foot traffic in the distillery lobby.
• Answer distillery phones and respond to guest inquiries.
• Book and adjust tour reservations as necessary.
• Manage the guest services cash drawer.
• Resolve guest concerns and involve Tour Captains and Guest Services Lead as necessary.
• Ensure tasting rooms are set according to Old Forester Distillery tasting room guidelines, including the placement of water, food item, and tasting expressions.
• Ensure expression pours are measured in accordance with the individual tour experience and responsibility guidelines.
• Monitor Xola and confirm with Guest Services to ensure the tasting room is set to the appropriate guest count and demographic breakout (i.e. adults and minors).
• Greet and welcome guests as they enter the tasting rooms.
• Inventory tasting room supplies weekly and inform Tour Captains of shortages.
• Monitor tour guide timing during tastings to ensure tours rotate through the tasting in a timely manner.
• Clean dishes in between tours.
• Pre-set tasting room cart for the next day at the end of the previous day's shift.
• Set and clear tables between guests in George's Bar.
• Educate guests on gift shop products/merchandise.
• Restock shelves in the gift shop.
• Work the retail register as necessary.

Benefits

• Equitable pay structures for individual and company performance
• Premium employee experience
• Range of premium benefits that reflect company values and meet the needs of a diverse workforce

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED