Guest Experience Hospitality Associate

The Hospitality Associate, Distillery Visitor Center (VC), is expected to provide an overall exemplary experience to every guest, and focuses primarily on retail, ticketing and general hospitality functions for the VC. As the first point of contact for visitors, vendors, and VIP Guests, the goal for this role is to provide a truly distinctive, high-end experience on every occasion. The Hospitality Associate will guide the guest through the experiences available, develop rapport and ensure our visitors leave with a positive impression of Four Roses. The Hospitality Associate, Distillery VC, reports directly to the Supervisor, Distillery VC and to Lead Guest Experience Host, Distillery VC in Supervisor’s absence or as notified.

The Hospitality Associate, Distillery VC, will uphold our commitment to excellence, maintain and disseminate product information readily, maintain the visual standards of the brand and provide knowledge to our guests through approved communication and procedural guidelines. An enthusiastic, positive attitude and team mentality are required. The Hospitality Associate works to operate daily function of retail, cash handling, and inventory function including restocking, supply and organizational management. They will provide necessary support for various VC daily functions. The Hospitality Associate, Distillery, will maintain in-depth knowledge of our inventory and Bourbon, and have basic knowledge of the brand, history and products, to be provided on a continuing basis, in addition to basic knowledge of the Bourbon Tourism, Hospitality and Retail industries.

• Cash handling/ retail and ticket sales
• Opening and closing duties to include drawer activation/ reconciliation; restocking; bourbon count. Supply inventory, bar setup etc.
• Maintain visual and brand standards for visitor center
• Process merchandise e-commerce orders and operate engraving equipment.

• Provide a high-end hospitality experience from greeting to departure for every guest or internal customer
• Engage with guests in a variety of settings- in person, via phone or other forms of company communication- refer to appropriate FR personnel as necessary
• Take and process reservation requests and assist walk in guests with ticket sales
• Follow Four Roses Customer Service Strategy. Uphold Four Roses Commitment to Responsible Practices.
• Assist customers on sales floor with questions, cross-sell and promote as necessary and be available for guest inquiry. Strive to achieve company directed team goals
• Act as a concierge to Four Roses Guests, providing helpful information and answering questions
• Maintain a positive, friendly and helpful attitude to exceed guest expectations
• Manage guest dissatisfaction swiftly & discreetly. Resolve outstanding issues with the support of Supervisor/Lead when necessary
• Support internal requests as needed to cross-collaborate with other departments

• Provide logistical support for: experience set up, strike down, guest traffic control, responsibility practice, cocktails, media/audio or any other function as necessary
• Assist with sanitation of audio equipment, tasting supplies or space as needed
• Support any additional Visitor Center projects as requested
• Occasionally support transfers between locations or fulfil additional requests for business needs

• Accurately count in/ receive new inventory
• Assist with pricing, organization and stocking
• Maintain and communicate supply inventory needs to Management
• Participate in inventory cycle counts and full year inventory

• Participate in various marketing events as needed.
  • Assists in Marketing related functions and activities as necessary
  • Event setup/ special projects as required

• 
  Competencies Required
  • Must have open availability
    • Average 35-40 hrs./ week unless otherwise needed or agreed upon
    • Occasional extended hours/ special projects or events may be necessary
    • Schedules are subject to change according to business need

• Adhere to brand standards in product discussion with guests and to tour and tasting procedures per policy or as directed by a Supervisor or Lead Host.
• Complete STAR training and follow responsibility practices without exception.
• Positive, trustworthy, genuine character with excellent reputation
• Displays outstanding organizational, interpersonal and (verbal/written) communication skills
• Highly organized; handle multiple projects simultaneously
• Strong communication and interpersonal skills
• Self- starter with team-oriented work directive
• Excellent attendance and punctuality
• Pleasant, friendly and courteous attitude
• Well-kept physical appearance and hygiene
• Excellent collaborator, builds teams and strengthens relationships

• 
  Education and Experience - Required

• High school diploma or GED
• Must be at least 21 years old
• Retail/ sales, hospitality, food or Customer Service Experience.
• Computer and software proficiency including strong knowledge of MS Office (Excel, Word, PowerPoint, Access). Ability to adapt to POS, reservation software and inventory management system
• Successful completion of background check and drug screens
• Clean driving record and active driver’s license

• 
  Education and Experience - Preferred

• Bourbon Industry or Tourism Industry experience