The Visitor Center Manager is responsible for the innovative, safe and profitable operation of the Visitor Center including hospitality experiences, retail operations, and events. Provides input on strategic vision for sales generation and achieving goals by providing leadership to the staff; monitors cash flow, inventory, expenditures and revenues through budget preparation and monitoring; responsible for visitor center inventory and non-wine items. Implements strategic vision through education, culture and sales products and services. Employee must be a team player and ability to think with a safety, sustainability and quality mind-set.
Leads and directs the activities of the Visitor Center team and assists with managing Special Events team to achieve business priorities: consumer acquisition, club memberships, profit generation and brand promotion.
Responsible for staff hiring, orientation, training, development, supervision and performance evaluation.
Establishes an atmosphere of innovative, engaged teamwork, continual education and warm positive employee relations and a customer service orientated team. Actively works to promote and recognize performance.
Creates monthly staff schedules to ensure compliance with Wage & Hour laws.
Schedule’s routine staff meetings to communicate company news, sales/service goals status, safety training and invite team ideas.
Provides day-to-day guidance to ensure that staff operates according to approachable luxury standards for elevated customer service and that the company policies and procedures are understood and lived by all staff members.
Proactively identifies behavior or performance problems and addresses to take immediate correction action.
Manages daily, weekly, and monthly incentives for employees.
Carries out Profit & Loss (P&L) responsibilities; participates in sales and income goals generation. Implements and evaluates Visitor Center sales performance to goals, including tracking and analysis of variance and projecting forecasts.
Collaborates with full GF team to generate creative ideas to promote sales, membership enrollments and brand loyalty.
Implements strategic plan in conjunction with DTC Sales Director for the selection of retail merchandise. Track’s sales activities of retail merchandise to determine reorder or replacement of items as they deplete.
Manages Inventory hospitality and onsite wine club pickup. Performs monthly inventory reconciliation of physical stock. Manages daily inventory/audit of retail stock (food & wine) and gift merchandise. Conducts daily counts of inventory at opening and closing and re-orders wine weekly as needed.
Works with DTC team to develop implement special events (including special events) and promotions. Monitors & Communicates calendar of company events and special meetings.
Maintains current with all vintage releases. Communicates changes to staff and ensures Visitor Center menus are updated. Creates Training and education for team on new releases.
General upkeep of the visitor center facility. Ensures that the level of hospitality and associated facilities is pristine. This includes visitor center/retail area, entrance/front walk, terrace, tour route and all areas part of the visitors center. Contracts and monitors janitorial, building maintenance and ground keeping services, fresh plants and flowers.
Oversees Safety Program for Hospitality in conjunction with HR
Responsible for the security to the winery property, the product and the facility. Collaborates with Human Resources and production team to establish programs, procedures and enforcement.
Approaches all operations with sustainability in mind, including social, environmental and financial.
Customer Service/ Hospitality
Defines, researches and implements best practices for successful visitor experience, visitor center operations and employee performance. Continually ensures that the GF exceptional service standards are improved.
Performs standard Visitor Center Sales staff duties including greeting customers, conducting tours periodically, providing wine education and operation of cash register and credit card machine. Provides table service of wines to our visitors as needed.
Carries out duties associated with the “opening” and “closing” of Visitor Center transactions, including accounting for daily sales and bank deposits.
Establishes daily & periodic inspections of the cleanliness and safety of the Visitor Center, terrace and tour route for visitors. Performs spot checks.
Ensures all donations and samples pick-up documentation is properly signed and delivered to distribution department.
Meets regularly with Direct-to-Consumer Sales Director to discuss business progress and strategies.
Represents the winery in local community public relations efforts. Coordinates activities with Visitor’s Bureau, Chamber of Commerce and other winery associations.
Continual development of staff to focus on fostering a culture of innovation, individual responsibility, superior customer service to retain and grow staff in their current positions. Develop staff to be able to transfer to other functions or be promoted within the organization.
Ensures that the GF culture is consistently supported in all business and employee interactions, which includes both ethical and legal aspects, complying with federal and state laws and GF company policies and procedures.
At least monthly creates new ways to improve job performance.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee must be a team player and ability to think with a safety, sustainability and quality mind-set.
Education and/or Experience
Bachelor’s degree in Business or equivalent or 5 to 7 years related experience and/or training; or equivalent combination of education and experience.
Consumer-centric strategist with success in exceeding revenue goals, controlling expenditures, budget adherence and conducting business analytics.
Luxury retail/hospitality and loyalty marketing experience a must. Wine enthusiast a plus.
Hands-on results driven leader promoting excellence for team, individual and brand/company growth.
Excellent interpersonal, written and presentation communication skills.
Scheduling flexibility to work weekends and ensure business staffing needs.
High level attention to detail, ability to anticipate customer needs and respond appropriately.
Proactive communications skills.
Software proficiency: MS Office Suite, Outlook, AMS, Vin65 or other CRM.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms.
Must be able to walk on uneven ground
Must be able to lift up to 50 pounds
Must be able to work long hours when required
Must be able to sustain the repeated use of hands as well as long periods of standing, sitting, walking and bending
Gloria Ferrer is an Equal Employment Opportunity Employer.
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