Senior Hospitality Manager

Joseph Phelps•St. Helena, CA

7h•$115,000 - $125,000

About The Position

Joseph Phelps Vineyards is seeking a Senior Hospitality Manager to provide strategic leadership and operational oversight for its hospitality team. The role is responsible for ensuring guest, member, and partner interactions reflect the winery’s service standards, and for leading a refined luxury guest experience while driving retail and experience revenue. The manager directly supervises the Estate Ambassador team, Hospitality Manager, and Supervisors, and has full P&L responsibility for the Guest Center, including wine sales, non-wine sales, and experience bookings. Under general direction, the role leads daily guest experience, retail sales, and operational excellence; oversees budgets, cash flow, expenditures, and revenue; develops staffing plans; and partners with the Senior Director of DTC and Marketing and the Marketing team on brand image and business goals. The manager leads hiring, training, cross-training, staff development, scheduling, performance reviews, and personnel matters in coordination with management and Human Resources. The position also oversees guest-facing systems, reservations, tastings, retail operations, inventory, winery-event support, member experiences, and facility readiness. It may represent the winery at promotional functions and industry events. The role coordinates repairs and maintenance, conducts facility inspections and designated equipment checks, and supports clean, safe, polished guest spaces. The regular schedule is Wednesday through Sunday. As an exempt leadership role, reasonable availability outside that schedule may be required for urgent operational matters, guest-impacting issues, safety concerns, or time-sensitive business needs, in accordance with company policy and applicable wage and hour laws.

Requirements

3–5 years of progressive leadership experience managing a team in luxury hospitality, fine wine, premium retail, private membership, or high-touch client service.
Proven track record of full P&L responsibility, including revenue management, expense control, budgeting, forecasting, and operational accountability.
Strong knowledge of wines, wine production, and luxury wine country guest experiences.
Demonstrated commitment to service excellence and maintaining high standards in a luxury hospitality environment.
Excellent written, verbal, and presentation skills and the ability to represent the brand with polish, confidence, and professionalism.
Strong organizational, analytical, problem-solving, business-planning, and financial skills, including calculating discounts, margins, percentages, gross and net sales, and cost of goods.
Polished, professional presence and demeanor aligned with a luxury hospitality environment.
Ability to manage competing priorities while maintaining focus on service excellence, team performance, and evolving business needs.
Exceptional customer service and relationship-building skills with guests, members, vendors, partners, and individuals at all organizational levels.
Sound judgment and the ability to make timely, thoughtful, service-oriented decisions.
Creative, collaborative, positive leadership that inspires engagement, continuous improvement, warmth, and a culture of excellence.
Ability to make successful presentations to individuals and groups, including guests, members, trade partners, and internal stakeholders.
Demonstrated ability to lead, coach, motivate, and develop high-performing hospitality teams, with working knowledge of direct reports’ core duties and responsibilities.
Proficiency in Excel, Word, and Outlook.
Ability to stand and walk for long periods, respond to a diverse population, coordinate multiple tasks simultaneously, and repeatedly lift a case of wine weighing approximately 25 pounds safely.

Responsibilities

Lead and direct the Hospitality Manager and Estate Ambassador team in daily guest experience, retail sales, and operational excellence.
Manage Guest Center P&L responsibilities, including wine and non-wine sales, experience bookings, budget GL 73, cash flow, expenditures, revenue trends, budgeting, and forecasting.
Prepare, monitor, and report on budgets and develop staffing plans that balance efficiency with hospitality standards.
Partner with the Senior Director of DTC and Marketing and the Marketing team to strengthen the brand, support business goals, and promote wines and experiences.
Lead interviewing and hiring for Estate Ambassadors, Hospitality Managers, and hospitality support staff in coordination with management and Human Resources.
Develop and oversee hospitality training programs, materials, and 30-, 60-, and 90-day goals; maintain staff certification information for Responsible Beverage Service and ServeSafe Food Handling Training.
Oversee cross-training and collaboration with Customer Service, Events, and Reservations.
Conduct staff reviews, year-end bonus reviews, goal setting, and follow-up; recommend salary increases and discretionary bonuses; and address performance or disciplinary matters with Human Resources.
Coordinate schedules and staffing coverage to support seamless operations and an elevated guest experience.
Assign duties, monitor work quality, ensure adherence to policies and regulations, and coach, guide, and recognize direct reports.
Champion a luxury-level guest experience, resolve guest concerns, and communicate significant issues to the Senior Director of DTC and Marketing.
Ensure adherence to guest policies and safety and compliance standards, including policies regarding pets, guests under 21, and smoking.
Oversee systems and tools for guest visits, tastings, retail sales, reservations, point-of-sale activity, security, audio/visual needs, and daily operations.
Oversee monthly wine and non-wine inventory, coordinating with E-Commerce and Operations on accuracy, vintage changes, and library and large-format wine allocations.
Support winery events with the Events Manager and partner with the Club and Reservations teams to provide seamless, personalized guest and member experiences.
Maintain thorough knowledge of the winery, its wines, history, guest experiences, and brand standards.
Coordinate with Commerce7 and winery personnel to resolve system issues and maintain operational workflows.
Monitor wine sales, pricing accuracy, and budget expectations; recommend adjustments to tasting options and retail strategies.
Coordinate sales materials, printed collateral, Insignia Futures materials, forms, edits, and restocking with Associate Hospitality Managers.
Partner with Marketing to source and order brand-aligned merchandise; implement new wine and non-wine items in Commerce7 and communicate updates to the Hospitality team.
Coordinate onboarding materials with Human Resources and ensure they are complete, accurate, and effectively implemented.
Maintain clean, organized, well-stocked, and visually appealing tasting-room and inventory areas and product displays.
Perform wine educator duties as needed, including tastings, seated experiences, point-of-sale transactions, reservation support, daily sales reconciliation, and transaction posting.
Ensure employees and guests are informed of applicable reciprocal state laws related to wine shipping.
Coordinate facility repairs, maintenance requests, and work orders with the Facilities Manager, Maintenance department, and Associate Managers.
Perform designated mechanical checks on refrigerators, freezers, glasswashers, and small service refrigerators.
Conduct daily facility inspections and communicate housekeeping needs; coordinate with contractors on concrete floor maintenance.
Represent the winery at external promotional functions and industry events as needed, and remain current on wine industry trends and luxury hospitality practices.
Perform other duties as assigned by the manager.