Guest Services Tour Captain - Old Forester

Brown‑Forman Corporation • Louisville, KY

2d • Onsite

About The Position

This position manages the day-to-day tour operation for the Old Forester distillery. Key responsibilities include facilitating training for the Guest Services team on guided tours, tastings, brand history, tasting room and front desk operations, and the online reservations system. The role also involves reconciling nightly deposits, conducting shift briefings, and creating daily staff breakouts.

Requirements

• High School Diploma
• Minimum 3 or more years of experience in hospitality, retail or spirits/wine industry.
• 1+ year of supervisory experience or leading a team
• Ability to work weekends, 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 able to stand for long periods of time.
• Ability to lift up to 40 lbs.
• Must be 21 years of age or older

Responsibilities

• Produces daily tour and staffing breakout for the Guest Services team.
• Leads shift meetings and informs the Guest Services team of daily outlook and events.
• Manages Guest Services liquor inventory.
• Monitors the tasting room and Guest Services inventory and informs Guest Services Lead when supplies are low.
• Manages Guest Services petty cash and banks.
• Serves as the first point of contact for guest/customer tour experience related challenges.
• Leads distillery tours and tastings.
• Runs end of day and shift end report and reconciles cash when necessary.
• Pulls liquor for tour and tasting experiences.
• Facilitates new hire process and ensures locker distribution, STAR training, and uniforms.
• Works in the tasting room and at the front desk as required.
• Assists with group and specialty tour bookings.
• Prepares tour path for tours (path is clear of hazards, technology is working properly).
• Develops training plans and oversees training progress for all Guest Services and Events staff to include front desk, tasting room, and tour operations.
• Works with Retail and Bar teams to ensure the Guest Services team receives necessary bar and retail training.
• Assists the Guest Services Lead with Guest Services performance documentation.
• Works with Operations Manager and Guest Services Lead to create new guest tour experiences.
• Works with Guest Services Lead to respond to any negative customer feedback and develops/implements measures to address customer concerns.
• Assists Guest Services Lead in responding to Service Console inquiries.
• Meets with Retail Coordinator and Bar Lead to exchange relevant information prior to the start of the day.
• Communicates with the Production team and updates the Guest Services team on relevant production related matters.
• Serves as the Old Forester Manager on Duty as required.
• Performs other duties as assigned.

Benefits

• Total Rewards at Brown-Forman is designed to engage our people to ensure sustainable and profitable growth for generations to come.
• equitable pay structures for individual and company performance
• premium employee experience
• range of premium benefits that reflect our company values and meet the needs of our diverse workforce.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees