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Form of workPosition Summary As the National Guest Services Director at City Winery, you are the curator of exceptional experiences for our esteemed guests across the nation. Your role extends far beyond mere oversight; you are the architect of moments that resonate with warmth, care, and genuine hospitality, all while embodying the essence of the City Winery brand. With a keen eye for detail and a dedication to service excellence, you are entrusted with the management of our guest relations teams, service recovery programs and management of our technical ticketing functions on a national scale.
Every interaction, whether in person or through our concierge services, is an opportunity to elevate the journey of our patrons and further solidify their connection with the City Winery experience. Why us? Competitive pay Medical, Dental, Vision Insurance nDORFins program designed to promote a healthy and active lifestyle!
401K (and yes we match!) Flexible Savings Accounts HSA and Dependent Care Basic Life and AD&D Insurance An atmosphere of learning, development & enrichment opportunities. Amazing discounts 50% OFF all dining/retail wine Free Family Meal Tickets to available shows And more!! Overview of your Responsibilities Guest Service Management: Develop and maintain a guest service strategy that aligns with City Winery's brand voice and values, ensuring consistency in language and tone across all guest interactions Train and coach the guest service team on effective communication techniques, emphasizing the importance of using appropriate language and tone to enhance guest experiences Establish clear guidelines for de-escalating situations and resolving guest complaints in a timely and professional manner, empowering staff to handle challenging situations with confidence and empathy Implement systems and processes to monitor guest feedback and identify opportunities for improvement in service delivery, leveraging language analysis tools to track trends and patterns in guest interactions Collaborate with cross-functional teams to address systemic issues affecting guest satisfaction, advocating for changes in policies or procedures as needed to enhance the overall guest experience Lead by example in delivering exceptional service to guests, demonstrating effective communication skills and conflict resolution techniques in all interactions Act as a liaison between guests and internal departments, ensuring that guest feedback is effectively communicated and addressed by relevant teams Stay informed about industry trends and best practices in guest service management, continually seeking opportunities to innovate and improve City Winery's guest experience offerings Collaborate with marketing and branding teams to ensure that guest service initiatives are aligned with City Winery's brand positioning and messaging, incorporating brand voice and language into all guest communications Monitor guest satisfaction metrics and KPIs, using data-driven insights to inform decision-making and drive continuous improvement in guest service delivery Technical Operational Oversight: Ensure successful and efficient operation of Box Office/concierge in an attentive, friendly, and courteous manner while follow brand standards and expectations Liaison between the web team and Box Office team for web changes, problems, updates, etc.
changes, membership communication and marketing campaigns Advise Box Office Managers/Guest Service Managers and local department heads on logistics for unique service or concert set up Project management of updating online ticketing floor plans, organizing local operational needs, booking requirements and national/executive opinions Investor Contact Exist as a general point of contact for Investors and their guests in all markets: Black Card support and distribution Assist Investors by offering them VIP Communication regarding restaurant reservations, ticket purchases etc. Facilitate Holiday cards/gifts distribution Produce a monthly report of house account spending and Investor attendance VinoFile Management Maintain standards & quality of service with the intent of increasing membership sales, & achieving high satisfaction Ensure that welcome packages are accurately being sent from all locations Oversee local teams to ease member crossover interest and or visits to other cities to launch founding memberships Communicate member feedback to Executive team Oversee and advise on higher tiers of membership in existing locations Initiate creation of Welcome Packets for new markets, specific to that state's wine laws and perks Submit web edits for VinoFile sale page specific to that new market's wine laws Launch Reserve and Platinum memberships in newer markets Qualifications: Bachelor's degree in Hospitality Management, Business Administration, or related field (preferred). Proven experience in guest service management within the venue or entertainment industry, with expertise in ticketing, floor plans, venues, and concerts.
Strong leadership skills with the ability to motivate and inspire a team to deliver exceptional service. Excellent communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders. Proficiency in ticketing systems and software Flexibility to work evenings, weekends, and holidays as required by event schedules About Us Wine, food, and live entertainment collide at City Winery to create a dynamic and incredibly unique workplace.
Since 2008, City Winery has been turning heads across the nation with amazing live performances, delectable cuisine, and award-winning, locally produced wines. But there's more to us than that - we're a haven for community and creativity, a place where the philosophy of hospitality is more than just a buzzword, but a way of life. City Winery, founded by music industry veteran & visionary Michael Dorf, has established itself as a one-of-a-kind brand providing unforgettable experiences for guests.
From world-class music venues to sustainably produced wines with ratings of 90+ points, City Winery offers a range of top-notch events & experiences. We are an equal opportunity employer and value diversity at City Winery. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Additionally, City Winery participates in the E-Verify Program in certain locations, as required by law.
