HOSPITALITY OPERATIONS MANAGER

SUMMARY:
HOSPITALITY OPERATIONS MANAGER (WINE ESTATE) 
SOUTHERN SUBURBS 
MARKET RELATED 

As the Hospitality Manager, you are responsible for orchestrating an unparalleled hospitality experience for our guests at every touchpoint within our establishment. Your primary focus will be on enhancing service standards, increasing sales, and optimizing operational efficiency within the tasting rooms. This pivotal role involves leading a team to ensure that every aspect of guest interaction aligns with the quality and essence that defines our brand.

POSITION INFO:
Minimum requirements:

• Diploma in a related field
• Minimum 5 years experience in a similar role, preferably at a Wine Estate
• Supervise floor managers to uphold high service standards among staff members
• Collaborate with the Reservations and Sales Administrator to organize various functions such as tastings, meetings, staff events, and marketing activities
• Conduct regular training sessions to ensure a consistently high level of service in the Tasting Room and across all guest interactions
• Manage the end-to-end customer experience on the estate, exceeding guest expectations and creating memorable experiences
• Uphold exceptional customer service standards and resolve any guest issues or complaints professionally and efficiently
• Develop and implement comprehensive training programs to foster staff development and continuous improvement
• Foster a culture of innovation and excellence within the hospitality team
• Build and maintain strong relationships with key stakeholders, including suppliers and partners, to enhance overall guest experience
• Monitor industry trends, competitor activities, and guest feedback to stay ahead in the market and continuously improve offerings
• Collaborate with other departments to ensure seamless operations and enhance overall guest satisfaction
• Oversee the opening and closing procedures for all Tasting Rooms and stores, ensuring compliance with operational standards
• Manage front-of-house staff, including rostering, overtime approvals, disciplinary actions, and recruitment
• Handle online reviews and customer complaints professionally, addressing issues promptly and implementing corrective measures as needed
• Continuously evaluate services and offerings, devising improvement plans to enhance guest satisfaction and drive sales
• Monitor and control stock levels, including retail items, water, packaging, etc., in alignment with budgetary constraints
• Conduct regular stock control audits and ensure accurate storeroom reconciliations
• Collaborate with the Sales & Marketing Manager to set monthly sales targets and execute the strategies to achieve them
• Prepare and present detailed monthly sales and operational reports to senior management
• Execute business objectives outlined by senior management, contributing to overall business growth and operational excellence