South Coast Winery Resort & Spa is seeking a Director of Tasting Room and Wine Club Operations to lead a diverse team. Directs multiple functions and departments including but not limited to Wine Club, Tasting Room, Ecommerce, Retention, Customer Service, Sales, Hospitality and Winery Event Management. Continual focus on achieving profitability through revenue generation, cost control, guest satisfaction and developing employees, while maintaining the integrity of South Coast Winery Resort & Spa as well as Carter Estate Winery & Resort is a primary focus of this role.

ESSENTIAL DUTIES: The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Must create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies while driving Wine Club and Wine Retail/Tasting revenue streams.

Manages all customer retention activities.

Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information. Maintains industry & community relationships.

Maintain current knowledge and familiarity with wine industry’s concepts, practices, and procedures.

This position relies on extensive experience and judgment to plan, execute, attain and exceed goals. An extensive degree of creativity and vision is expected.

Manages all customer retention activities. Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information.

Maintains industry & community relationships through active participation and representation of South Coast and Carter Estate Wineries.

This position relies on extensive experience and judgment to plan, execute, attain and exceed goals. A high degree of creativity and vision is expected.

Recruit, hire, mentor, train and retain talented team

Develop and implement strategies to increase sales and profitability

Maintain goals for sales and adjust programs to reach goals

Manage our on-site staff incentive programs

Develop and manage regular training programs for staff

Review guest experiences in all feedback channels

Monitor customer preferences to determine focus of sales efforts

Execute company retail strategy to drive sales, manage costs, margin and retain/grow customer base

Establishes, maintains and increases client base; maintains regular contact with clients; conducts tours of the wineries and its facilities; entertains potential clients in accordance with company policies; responds to telephone and walk-in inquiries

Actively participates in community events and activities as a hotel representative; ensures positive image of the Carter brands.

Develops and manages sales and support programs to ensure achievement of annual objectives.

Prepares and monitors sales budget/forecast.

Design Wine Club Program. Revise, update and modify as necessary to continue club growth and membership tenure.

Design and execute member-specific programming ; i.e. tasting experiences and special events at the wineries

Plan, direct, or coordinate the actual distribution or movement of wine, internet orders and club shipments to the customer

Analyze wine club membership statistics gathered by staff to determine sales potential and inventory requirements and monitor the preferences of customers

Coordinate with Marketing Department

Promote specific wines, member communication and promotions that would likely be most successful with wine club members at any given time

Utilize reports to identify opportunities including sales, customer service, turnover and team engagement

In collaboration with all departments, develop and implement all member service strategies including processes for providing customer service resulting in high levels of customer satisfaction for new and existing members

Design and implement retention programs designed to reduce cancellations and extend membership tenure

Continually gathers and monitors information on competition and market trends; communicates information to Tasting Room and Wine Club staff and others as needed.

Assists front office staff with resolution of guest problems/complaints as needed.

Possesses and maintains thorough knowledge of resort services, facilities and policies and area attractions and active promotes resorts to guests of the wineries

Monitors overall activities of the departments; identifies problem areas and directs corrective actions.

Provides timely and accurate reports as required.

Develop and maintain unique brand experiences that enhance sales and connectivity

Plan, organize, and implement unique winery and wine club events at the wineries including monthly intimate and personalized member appreciation events

Promote the company vision to staff, guide the company culture, and lead by example

Confront and deal openly and honestly any performance deficiencies

Recognize, celebrate, and build on team successes

Direct ongoing education on: wines, winery, vineyards, brand stories, and sales

Actively involved in chamber and community, keeping abreast of competitors

Attends and participates in business/trade events as required

Performs other duties as assigned by Managing Director

Takes PRIDE in everything we do

Takes OWNERSHIP of their actions and decisions

Displays LEADERSHIP in our industry and our community

Acts with INTEGRITY by being honest, trustworthy and doing the right thing

Displays TEAMWORK by committing to common goals based on open and honest communication

Delivers EXCELLENCE to our guess, our communities and to each other.

JOB KNOWLEDGE: Bachelor’s Degree (B.A.) or equivalent. Two to four years of related experience or equivalent. Extensive and working knowledge of wines, knowledge of regional and national trends in sales, catering and event coordination. Demonstrated proficiency in supervising and motivating subordinates.