Job Retail & Experience Manager - Black Hills Winery, Oliver

We are hiring a Retail & Experience Manager for our Tasting Room at Black Hills Estate Winery. This is a rare opportunity to grow your career in hospitality and wine and lead the retail and experience team of a premium brand winery in Oliver, BC.
The Retail & Experience Manager is responsible for developing, directing, and executing superior revenue strategies, as well delivering exceptional guest experiences that promote a premium brand Image and meet/exceed financial objectives. In addition, this role is responsible for management and leadership of retail sales and guest experience team.
This teammate will be responsible for -

Assist in developing and executing business strategies to meet/exceed financial objectives including:


Responsibility for achieving annual revenue targets for the Wine Shop and Tasting Experience
Leadership and management of seated tasting lounge, VIP guest experiences, Wine Club only tasting areas, retail sales counter, events, both onsite and offsite
Setting and achieving high customer conversion rates for the Wine Club program
Development and execution of guest experience programming; reviewing programs with Estate manager to maximize revenue yield offering world class guest experiences
Responsibility for inventory control; cash management, including tip out amount tracking and commission reporting
Working with merchandise buyers to develop retail accessory merchandising
Hosting VIP visits from internal stakeholders and external media and influencers; as well hosting top clients and long-standing Wine Club members


Responsible for business analysis of:


Industry/consumer trends developing new revenue opportunities which include crafting new and unique Wine and Food Experiences, as well new techniques to focus on Wine Club conversion and customer data collection
Effectiveness of referral network which include meetings with resort and business owners, increasing referral network and driving more traffic to the property






Provides daily leadership in a Management capacity including: Recruiting, On-boarding, mentoring & coaching, and performance management of Retail and Experience team
Creating an engaged, supportive, and fun working environment that promotes a “One Team” mindset






Opening and closing of retail store; attending weekly Functions meetings, supervising/delegating initiatives
Driving daily/weekly/monthly sales targets for Wine Sales and Wine Club program
Developing and delivering ongoing wine and product training for Retail and Experience team members; as well as, working with winery team ensuring the Retail and Experience team is apprised of winery functions
Ensuring accuracy of payroll and providing payroll with required documentation/information
Managing property maintenance and/or replacement of Retail equipment and fixtures when/where required
Responding efficiently and effectively to guest concerns/complaints


Maximize revenues per guest transaction (including up-selling) via a strong understanding of:


Estate wines and second label / experiences and offers/ Wine Club membership benefits /Merchandise promotions/ dining options and events




Ensures a safe and healthy work environment by ensuring alignment with the company’s Respect in the Workplace Policy in addition to the effective operation of the Health and Safety program and ensures compliance with government regulations

WORKING RELATIONSHIPS
Reports to: Estate Manager, Black Hills Estate Winery
Direct Reports:

Retail & Experience Supervisor
Part-time Retail & Experience team members including Wine Educators, Wine Hosts and Food Service Staff

Other Interactions:

Develops strong working relationships with all departments of the business to ensure seamless execution of tours/experiences/functions/events both on property and offsite


Works closely with corporate Human Resources/Payroll and Finance department
Continuous focus on service excellence with property guests and VIP clients, to promote personal and social media referrals
Continuous contact with local Referral Network (including Resort owners, Restaurant, and local Business owners) to grow this network and boost its success
Communicates with suppliers including areas of retail merchandise, equipment and property maintenance and ordering of retail supplies
Collaborates with Estate Manager, Marketing Manager, and at times, Regional Estate Manager, to identify and develop strategic business initiatives to grow property revenues

WORKING ENVIRONMENT

Physical Effort: Time is divided between several areas based on business needs; including working on retail sales floor (including conducting tastings, cash register, and stock areas) and working at both indoor and outdoor property areas to support winery tours, VIP private experiences and events. Frequent need to lift light to moderate items (guest purchases and inventory) including cases of wine (est. weight 40 pounds).
Physical Environment: Time is evenly split between working indoors (hosting guests upon arrival, helping at check out, assisting with guests’ services as well as office and administrative work)

The skills, experience and knowledge this teammate will bring -

2+ years Supervisor or management experience preferably in a Hospitality/Tourism
3-5 years of experience working in Restaurant and/or Hospitality industry providing sales and customer service results.
WSET considered an asset
Canadian Wine knowledge an asset
Proficiency in Microsoft Office programs; with a focus on Word and Excel
Proven people leadership, coaching, listening, communication, supervision, project management, teamwork, and organizational skills