Guest Experience Manager

Four Roses Distillery is seeking qualified candidates for the role of Guest Experience Manager. The Manager, Guest Experience is responsible for managing operations and performance of Visitor Center, (VC) locations (the Distillery Visitor Center and the Warehouse and Bottling Facility Visitor Center), retail merchandise, Guest Experience Program including Trade & VIP Visits, Bar 1888, Guest Education and Onsite Events. The Manager, Guest Experience sets the standard of excellence for communication provided to consumers, customers, guests, Trade visit/VIP guests and drives consistency through program channels and owners. This role is responsible for consistently providing an unparalleled guest experience through team member training and development, high standards of conduct, and alignment with Brand team partners on marketing initiatives and programs. Through partnership with the rest of the Brand Team, the Manager, Guest Experience will work to parallel campaign efforts, branding guidelines, and consumer engagement initiatives through to guest experiences in retail and tour programs across locations. This position conducts job duties in a manner that demonstrates a strong food safety culture which ensures the safety and quality of our products. This position is performed onsite. This is not a hybrid role.

Summary/Objective

The Manager, Guest Experience serves as the leader in planning, coordinating, and controlling the activities for team to maintain and enhance customer experience, brand conversion and loyalty, with service excellence being a core focus. This role will keep constant focus on improvement and enhancements, continually seeking growth. Through project management, talent development, close monitoring of industry trends, and progressive thinking, the Manager, Guest Experience will bring our vision for Guest Experience to life. The Manager, Guest Experience will be responsible for ongoing budget management and keeping expenses within the annual operating budget for the Visitor Centers and will research, trial, and evaluate opportunities to increase profitability. This position will work closely with the Senior Manager of Consumer Advocacy & Engagement and Consumer Engagement Team to ensure a consistently high standard of care for consumer touchpoints, as well as work as needed with the Events Team, Sales, Finance & Accounting, HR and with all other departments in the company.

Essential Functions Time Allocations

Major Responsibilities 90%

The Manager, Guest Experience is responsible for planning and managing the operations of both visitor centers and other activities related to:

Daily Operations

• Ensure smooth and consistent daily operations of both Visitor Center locations including staffing, inventory, materials, facilities, and safety. Communicate to leadership as needed for interruptions to daily operations such as safety concerns, inclement weather, staffing issues, and more.
• Manage staff work schedules based on business needs and budget, ensuring Manager On Duty for all shifts/locations.
• Coordinate with Maintenance Team for needs to facilities enhancements, repairs, and improvements in all guest-facing areas.
• Supervise use of onsite storage facilities to ensure proper utilization, space organization, and safety.
• Project manage onsite events to ensure proper staffing, service, and experience.
• Ensure timely processing of necessary supplies and materials for Visitor Center operations.
• Act as administrator and POC for 3rd party software for POS, reservation system, Square, Intellicheck, Computer SOS, Redrook, Magento and CC payment solutions. Proficient knowledge of software is required to administer software and manage user permissions, access and licenses.
• Ensure compliance with all KY, Federal and ABC guidelines, in addition to FR guidelines to responsibility and sustainability practices. Maintain licensing for all locations. Ensure record keeping in compliance and retention periods met.
• Maintain knowledge of PCI compliance standards and annual updates. Must have working knowledge of all current spirits industry regulations pertaining to Visitor Center sales, PBS, DTC and exclusive products- monitoring closely to capture future opportunities.
• Control CSV gift basket donation program, expenditures and tracking.

Visitor Center and Guest Experience Talent Development

• Ensure all SOPs, best practices, operational guidelines, handbooks, and other training materials are kept up-to-date and in accordance with best-in-class service standards.
• Cultivate a team culture that is a respectful, diverse environment and encourages team members to reach NPS and service excellence milestones.
• Provide support to Supervisors and Lead Hosts to clearly communicate team goals, results, and motivation to drive positive outcomes.
• Partner with HR to create and develop Visitor Center workforce, including recruitment tactics, career paths for team members, and opportunities to grow workforce skills.
• Develop and ensure implementation of Standardized Staff Training program to ensure all members are proficient in brand knowledge and all aspects of the role, including use of POS & reservation software, VC Policies and Procedures and tour contents & program. Oversee required CE, including Star Training and provide best practices for excellency in guest services and hospitality.

Supervision & Performance Management

Supervision of team members leading the following programs within the Visitor Centers and Guest Experience program. Ensure performance targets and service excellence is being met and innovative thinking is a priority for growth in each area of work.

• Daily associate and Visitor Center supervision [led by Distillery VC Supervisor and Warehouse & Bottling VC Supervisor]
• Trade and VIP Tours [led by Guest Experience Coordinator]
• Bar 1888 [led by Lead Host, Bar]
• Retail & Inventory – In-person and E-Comm [led by Retail Inventory Coordinator]
• Archive Collection and Management [led by Guest Experience Coordinator]

Alignment and Coordination Within Brand Team

Coordination with Brand team members leading the following programs and areas of work is required for alignment across the Four Roses organization. Champion proactive communication and cross-team collaboration to find opportunities for efficiency, coordination, and improved consumer experience. To include but not limited to:

• Seasonal Marketing Campaigns and Sales Initiatives
• Brand Strategy and Vision
• Brand Education Events and Programs
• E-commerce and DTC Sales
• Consumer Newsletter & Communications

Long Term Planning and Enhancements

In partnership with Senior Manager, Consumer Advocacy & Engagement, develop long-term vision for guest experience programs, tours, experiences, and facilities on both campuses, recommending improvements, innovation, and optimizations.

• Develop innovative, fresh, and profitable experiences to engage guests in new ways and differentiate from competitors. Create experience content and scripting, seeking approvals where necessary and following through to training, sign-off and execution.
• Make creative use of resources for additional program growth and additions to expand the experiential marketing onsite component.

Financials and Reporting

• Generate monthly and annual sales and visitor center report. Analyze reports and trends to monitor business. Strategize as necessary to achieve targets.
• Control all VC OPEX, staffing, VC Enhancements, CSV budget allocations and Guest Experiences (Trade Visit) budgets. Manage CAPEX budget spend when applicable.
• Work with BI Analyst and F&A to ensure reports are available and current.
• Ensure current COA mapping is consistent with F&A guidelines.

Minor Responsibilities 10%

Brand & Consumer Engagement

• Serve on KBT Advisory Group. Actively participate in tourism communities and opportunities that can support FR growth and networking.
• Coordinate Charity onsite efforts with retail component.
• Assists in Brand related functions and activities as necessary

Qualifications

Competencies Required

• Understands role of customer and considers effective marketing tools to retain and attract customers
• Displays top notch organizational, interpersonal and communication skills
• Astute people manager, skilled at working with a variety of personalities and working styles
• Strong negotiating techniques and skill
• Maintains utmost flexibility for change and situational issues
• Displays self-Initiative, motivated to experiment and try new things
• Technical Capacity; Learning Orientation
• Proven and extensive budgeting/Financial experience
• Ability to problem solve and analyze data
• Team competency and cooperation
• Must be able to establish immediate rapport with all levels of the team.
• Excellent collaborator, builds teams and strengthens relationships
• Positive attitude
• Proven leadership ability as a manager
• Work independently while meeting multiple deadlines
• Ability to work 1 weekend per month and have flexibility in schedule as necessary

Education and Experience – Required

• Associates’ degree in Merchandising/Apparel, Marketing, Business Administration or related degree and 5 years equivalent experience
• At least 2 years of GM (or similar) experience in a retail, restaurant, or hospitality environment
• At least 2 years’ experience managing labor budgets and managing staffing levels to an annual budget
• 3 to 5 years’ experience in guest-facing, customer service role
• Proficiency with MS Office (Excel, Word, PowerPoint, Access)

Education and Experience – Preferred

• Bachelors’ degree in Merchandising/Apparel, Marketing, Business Administration, or related degree
• Direct management experience within the spirits hospitality industry

Job Related Information

Supervisory Responsibility

The Manager, Guest Experience supervises both Visitor Center Supervisors (2), Retail & Inventory Coordinator, Guest Experience Coordinator, and indirectly supervises the Lead Hosts, Guest Experience and all temporary/FT or PT Visitor Center staff.