What are the responsibilities and job description for the Guest Services Manager position at City Winery International?
A rare opportunity to join the City Winery team as we reimagine the future of live music and hospitality. City Winery to deliver the highest end combined culinary and cultural experience to our customers who are passionate in sharing wine, music, and culinary arts. We are a unique facility, combining a fully functioning winery with intimate concerts, food & wine classes, private events in a variety of configurations, and fine dining. We have created a compelling mix for our sophisticated clientele of foodies, and active cultural patrons—bringing the wine country experience to the middle of a large city.
Position Overview:
The Guest Services Manager is responsible for overseeing all guest service operations, ensuring a seamless guest experience across our venues. This role will lead and develop the Guest Services Associates, enhance guest communication strategies, and build out our Customer Relationship Management (CRM) system to elevate the overall guest experience.
The ideal candidate is a proactive leader with strong customer service expertise, excellent communication skills, and a passion for creating memorable experiences in both restaurant and entertainment settings. The candidate should have a deep interest and understanding of hospitality especially when it comes to de-escalating negative situations and turning them into positive guest interactions.
Key Responsibilities:
Guest Experience & Service Excellence
Oversee guest inquiries and service needs related to:
Venue operations (concerts, performances, ticketing).
Restaurant reservations & dining experience.
Event inquiries (private events, wine tastings, special experiences).
Membership fulfillment and billing
Website assistance
Develop and implement guest service standards & communication best practices.
Ensure all interactions align with City Winery’s brand voice and hospitality standards.
Handle escalations and VIP guest accommodations to maintain exceptional service levels.
Train the Guest Services team on service verbiage, etiquette, and problem resolution.
Team Leadership & Development
Lead, train, and develop the Guest Services Associates to provide top-tier customer service.
Foster a guest-first culture within the team, ensuring consistent communication and responsiveness.
Provide ongoing coaching and performance evaluations to improve efficiency and service quality.
Continued to improve and develop training program for associates
CRM & Data Management
Build out and manage City Winery’s CRM system to track guest interactions, preferences, and feedback.
Develop and maintain a guest database, ensuring effective follow-ups and retention strategies.
Utilize CRM insights to personalize guest experiences and improve repeat business & loyalty.
Operational Coordination
Work cross-functionally with Venue Operations, Restaurant Management, and Events Teams to ensure guest expectations are met.
Oversee ticketing inquiries, event RSVPs, and reservation systems to maintain efficiency.
Partner closely with Ecommerce and Systems Management teams to troubleshoot issues and ensure a seamless digital experience for our guests.
Ensure seamless coordination between guest services, front-of-house, and event staff.
Qualifications:
✔ 2 years of experience in guest services, hospitality, or customer experience management.
✔ Genuine devotion to exceptional customer service especially during crises.
✔ Strong leadership and team development skills.
✔ Experience handling guest inquiries across multiple channels (phone, email, social media).
✔ Proficiency in CRM systems & reservation platforms (Resy, Salesforce, or similar).
✔ Excellent verbal and written communication skills with a hospitality-focused approach.
✔ Ability to problem-solve quickly and effectively in a fast-paced environment.
✔ Passion for the hospitality, music, and events industry.
✔ Ability to work in-office 4 days a week including one weekend day (work from home one day per week)
About Us
Wine, food, and live entertainment collide at City Winery to create a dynamic and incredibly unique workplace. Since 2008, City Winery has been turning heads across the nation with amazing live performances, delectable cuisine, and award winning, locally produced wines. But there's more to us than that we're a haven for community and creativity, a place where the philosophy of hospitality is more than just a buzzword, but a way of life. City Winery, founded by music industry veteran & visionary Michael Dorf, has established itself as a one-of-a-kind brand providing unforgettable experiences for guests. From world class music venues to sustainably produced wines with ratings of 90 points, City Winery offers a range of topnotch events & experiences.
We are an equal opportunity employer and value diversity at City Winery. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Additionally, City Winery participates in the EVerify Program in certain locations, as required by law.
