Hospitality Manager

Position Overview

This role is responsible for ensuring every guest visit feels intentional, welcoming, and aligned with the unique experience they are seeking. All while driving wine sales, wine club growth, and exceptional service standards. The Hospitality Manager leads the front-of-house team, guides performance expectations, and collaborates across departments to continuously improve the guest journey from first impression through post-visit follow-up.

Core Leadership Focus

• Champion a culture focused on warm welcomes, personalized service, and memorable experiences.
• Build and expand a loyal fan base through customer relationships, storytelling, product knowledge, and an ever-evolving vision.
• Benchmark innovation and success of the hospitality leadership team while fostering empowerment and development.
• Leads by example with a hands-on approach, stepping into any role as needed. From cleaning restrooms and bussing tables, to supporting service and operations, all ensuring an exceptional guest experience.

Guest Experience & Service Excellence

• Lead the team in creating warm welcomes, personalized service, and memorable experiences.
• Train staff to confidently guide guests toward tastings, events, and experiences that align with their visit goals.
• Maintain guest feedback channels and review platforms to identify opportunities and sustain 5-star experiences.
• Motivate and empower team members to identify and deliver “Surprise & Delight” moments.
• Ensure the cleanliness, organization, and overall appearance of spaces and the surrounding property.
• Serve as a subject-matter expert in customer service and tasting-room hospitality operations.
• Understand common guest questions and develop communication improvements to guide guests seamlessly.

Sales, Wine Club & KPI Performance: Lead the team to convert guest visits into revenue and long-term relationships.

Key metrics include:

• Wine Club signups and retention
• Average ticket value
• Wine sales conversion
• Event sales and upsells
• Guest satisfaction and 5-star reviews

Responsibilities include:

• Coaching staff on wine sales and club conversion strategies.
• Developing team daily objectives to support monthly and quarterly goals. 
• Tracking and reporting bi-weekly club sales commission and monthly club bonuses.
• Maintaining weekly performance dashboards and monthly KPI reviews with Tasting Room Manager

Team Leadership & Development

• Oversee training of new hires following HR onboarding and provide ongoing staff development.
• Recruit, coach, mentor, and inspire hospitality team members.
• Maintain a respectful, collaborative, and positive workplace culture.
• Maintain team knowledge resources and weekend updates (sales graphs, review tracking, event boards).
• Review timecards daily to ensure accuracy.

Event Sales & Execution

• Support the growth of onsite experiences and events through guest engagement and team training.
• Partner with the office and operations team members to ensure seamless execution.
• Identify opportunities to upsell experiences and encourage return visits.

Cross-Department Collaboration

Marketing Partnership

• Work with marketing to identify opportunities to improve guest communication and expectations.
• Provide guest insights to strengthen messaging, promotions, and storytelling.
• Ensure alignment between marketing campaigns and on-site guest experience.

Operations Partnership

• Collaborate with the Operations Manager to improve:
• • Point-of-sale systems and Square catalogs (items, pricing, discounts, tax, employee PINs)
  • Guest flow and space utilization
  • Standard Operating Procedures and checklists
• Assist in inventory and facilities management, including bi-weekly inventory counts.

Qualifications

• 3–5 years hospitality, tasting room, or guest experience leadership.
• Proven success in driving sales, memberships, and guest satisfaction metrics.
• Strong leadership, coaching, and team-building skills.
• Excellent communication, organization, and problem-solving abilities.
• Experience with POS systems, reservations platforms, and CRM tools preferred.
• Passion for wine, hospitality, and creating memorable experiences.