Guest Experience Manager

COMPANY OVERVIEW Created in 1978 by Baron Philippe de Rothschild and Robert Mondavi, Opus One remains committed to realizing our founders' dream of bringing to life one unique wine that expresses the seamlessly blended personality and character of each family. With a great sense of pride in our work to realize this dream, the people of Opus One bring profound dedication and unsurpassed attention to detail in our daily work. We care deeply about the quality of our relationships within the winery, with our trade partners and with our customers.

SUMMARY The Guest Experience Manager will be responsible for leading, mentoring, inspiring, and maintaining a diverse team of exceptional service professionals by serving as a role model for the team and recognizing opportunity areas with diplomacy and finesse. They will oversee the day-to-day hospitality operations and ensure the team delivers on our service promise to create elevated and memorable experiences for our patrons. This role will also be responsible for achieving financial goals, developing staff, and creating a positive collaborative culture.

Essential Duties and Responsibilities include but are not limited to the following. Recruit, hire, train and develop the Guest Relations team including performing all periodic check-ins and annual reviews. Monitor performance and regularly communicate with direct reports to achieve mutual understanding and desired results.

Provide constructive feedback to all members of the Guest Relations team and documents all conversations in Ascentis. Oversee day-to-day hospitality operations in accordance with our service and operating protocols. Research best practices, stay abreast of industry trends, and maintain awareness of regulatory changes to ensure compliance and continually improve operations.

Manage the Guest Experience upon arrival, through the flow of all visits and ensure staff scheduling is accurately planned to provide attentive guest service. Supervise specific functional duties, including organizing staff for the daily schedule and calendar set up and clearing of tasting rooms and assisting Retail Manager with daily open and close. Monitor and approve PTO requests for All GR Team members, note in the Dashboard in C7, and adjust the schedule as needed to maximize revenue and ensure a seamless Guest Experience.

Host experiences and events as needed for both consumer, trade and private events including evenings and weekends. Ensure all Guest Relations team members are appropriately trained and certified as required to meet all relevant regulations pertaining to food handling and alcohol service. Keep Guest Relations team up to date on procedures, event updates and other pertinent information to aid sales and improve efficiency.

In collaboration with the Director of Hospitality, conceive, develop and implement innovative and creative guest programs for improving visitor experience and loyalty. Handle guests' concerns in a positive, professional and expedient manner. Meet and greet VIP patrons and guests to ensure they have a positive experience.

Manage POS System including updating, training, and trouble shooting. Ensure the provision of all collateral pieces are up to date, accurate, and meet brand standards within the tasting room. Develop educational opportunities for staff to ensure wine & industry knowledge is current and appropriate.

Create annual calendar of internal and external guest speakers to join GR meetings on a monthly basis. Works closely with Trade Ambassadors to provide a memorable and seamless experience for all trade guests. Manage tasting room appearance to ensure it meets Opus One standards, safety, and maintenance.

Communicates guest, operational, staff and facility-related issues to the Director of Hospitality and the Facilities Manager regularly and consistently. Analyze any service issues and identify trends. Facilitate the development of creative solutions and ensure implementation to continually improve guest satisfaction.

Build and maintain strong relationships with critical influencers in the Napa Valley such as concierges, restaurant managers, community organizations, and fellow wineries. Perform quarterly reviews and Annual Reviews for all GR Team members. Additional Functions: Oversee inventory, stocking of wines, opening and closing for the day when retail manager is not present.

Maintain, update, and expand knowledge of viticulture, enology and the Winery by participating in educational trainings offered by Opus One and outside sources. Speak knowledgeably about Opus One representatives, distributors, retailers, and vintages to better assist customers in the selection of wine or wine-related items. Complete other assignments and special projects as assigned.

QUALIFICATIONS Five (5) years of managerial experience in a luxury wine or restaurant setting B.A or B.S degree in hotel and/or restaurant management Proven leadership skills with ability to inspire and motivate a team Proficient in data software: Microsoft Office Suite (required), and Microsoft Dynamics CRM, Commerce7, and Google Analytics, Excel, MS Excel Skills Knowledgeable in developing and managing annual operating plans, including proficiency in meeting sales, goals tracking, ROI and analytics and budget management Clear communication skills and comfortable working with all levels of the organization, especially management, Executive Team, vendors, clients and customers PREFERRED QUALIFICATIONS MBA or marketing discipline Foreign language skills (French, Japanese, German, or Italian) Knowledge of viticulture, winemaking, wine marketing We invite all interested candidates to apply, even if you are unsure about whether you meet all the listed qualifications. Opus One Winery is looking for motivated, passionate, curious individuals who believe in our Core Values and Mission. CORE COMPETENCIES Integrity & Trust - Personally models behaviors that underscore the importance of honesty, truth, respect, and fairness in interpersonal relations; creates a supportive work environment.

Accountability and Personal Responsibility - Believes in own capabilities and assumes responsibilities to effect positive outcomes and success. Analytical/Critical Thinking - Applies logic to solve problems and get the job done; Ability to look outside the box and develop new strategies. Adapting to Change- Ability to adapt to changes while keeping focus on goals and apply knowledge to new circumstances; identify, anticipate, and manage adverse situations by gaining support and enthusiasm for change.

Fostering Culture - Reflects the Opus One core values in daily interactions and in rewarding and recognizing employees. Leadership - A style that is hands-on, collaborative, self-aware, decisive and motivating; Gives team members confidence and freedom to complete tasks and responsibilities. Growth and Potential - Displays an on-going commitment to learning and self-improvement, with particular emphasis on areas of development.

Priority Setting, Time Management- Spends time and prioritizes activities based on what's most important, factoring in corporate, departmental, and individual objectives. Workplace Safety - Follows all company policies and procedures to provide a safe and healthy work environment at all times. OUR DEDICATION TO YOU Competitive benefits package including 95% employer paid Medical, with 100% employer paid Dental/ Vision/ basic life coverage/ STD/ LTD for both employees and dependents 401(k) retirement plan with a 7% employer-only contribution, based on employee annual earnings Work life balance Wellness reimbursement Tuition reimbursement opportunities Up to 40 hours of volunteer time PTO; Holiday Pay A supportive and collaborative work environment SAFETY DUTIES AND RESPONSIBILITIES Accident prevention shall be considered of primary importance in all phases of job responsibilities.

Follow all company policies and procedures including job safety, safety rules and regulations. Assist management to always provide safe and healthy working conditions. Immediately report all unsafe conditions, work-related accidents, and illnesses to Safety Manager and supervisor.

OUR COMMITMENTS SUSTAINABILITY: Opus One Winery is committed to doing its part to ensure a sustainable future and improve the environmental well-being of our community. We will continue to ensure minimal impact by continually evaluating our environmental performance and working to improve our program whenever necessary with integrity and purity of focus. COMPENSATION: Base Compensation Range: $72,000 - 92,000 USD annually* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Opus One Winery is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment. * The base compensation range is base salary only.

In addition to base compensation, all roles are eligible for individual performance bonus and company bonus that range from role to role. Some roles may also be eligible for overtime pay. Individual compensation packages are based on a number of factors unique to each candidate, including their skills, experience, qualifications, and other job-related reasons.

We understand that benefits are also an important piece of your total compensation package. To learn more about what's included in total compensation, check out some of the benefits and perks Opus One Winery has to offer on our careers page.