Visitor Center Supervisor

Four Roses Distillery is seeking qualified candidates for the role of Visitor Center Supervisor. The Visitor Center Supervisor, Warehouse & Bottling Facility (WBF) must ensure the Visitor Center is efficiently managed according to policy, supports company financial goals, oversees consistency in training processes and aligns with company initiatives to ultimately provide an unparalleled guest experience. This position conducts job duties in a manner that demonstrates a strong food safety culture which ensures the safety and quality of our products. The Visitor Center Supervisor, W&B, reports directly to Manager, Guest Experience and works closely with Visitor Center Supervisor, Distillery and the Marketing Department.

Major Responsibilities 90%

The Visitor Center Supervisor, WBF is responsible for managing the operations and consumer experience of the Warehouse and Bottling Visitor Center and other activities related to:

Visitor Center Guest Experience

• Placing ultimate priority on all experience of all guests, will continuously engage and communicate with customers regarding product and positively represent the brand.
• Generate excitement, brand awareness and increase product sales through sampling and promotions as directed by Guest Experience Manager.
• Recommend improvement ideas to Guest Experience Manager to enhance the customer experience.
• Handle customer questions, complaints and issues in a professional and timely manner.

Retail Storefront Maintenance and Management

• The Visitor Center’s presentation is vital to its success with customers. The Supervisor must delegate and perform tasks related to organization and management of inventory, confirming pricing, merchandising and setting displays (ensuring visual and brand standards are upheld consistently) and the cleanliness, quality and safety of the store and products.
• Identify current and future trends that appeal to consumers.
• Ensure promotions are accurate and merchandised to the company’s standards.
• Assist Manager, Guest Experience with re-orders of Bourbon by creating purchase orders and providing fulfillment reports as directed.

Daily, Weekly and Monthly Functions

• Uphold Four Roses and Visitor Center policies and practices consistently. Ensure responsibility and guest service protocol is met.
• Assist Visitor Center and staff in achieving sales, visitor count and financial targets. Strategize with Guest Experience Manager to drive sales/profitability to support company goals and objectives.
• Complete a daily walkthrough of tour route and weekly safety needs check, communicate facilities/tour route needs to maintenance manager.
• Conduct daily huddle with staff; discuss and direct the day’s projects, daily tour schedule, tour rotation, delegation of retail and guest experience tasks, lunch and break times, events, communications from Guest Experience Manager, operations or administration and/or other pertinent information before Visitor Center opening. Consistently manage these processes throughout the day/week and needed.
• Coordinate and communicate all guest, VIP, PBS, sales team, tour company tours and navigate tour flow. Extend tour limits as necessary and monitor guest experience to provide exemplary hospitality.
• Work with Guest Experience Manager to schedule groups and staffing for large events.
• Ensure opening/closing duties are completed daily with accuracy. Responsible to ensure warehouses and tour entrances are properly secured at close.
• Host guest, VIP or other tours as necessary, assist in tasting bar, at register or on sales floor as required. Support needs of Private Barrel Selection Guests and enhance time spent at Visitor Center.
• Coordinate with VC Support Associate to arrange gifts and special requests. Greet VIP guests and welcome them to the experience.
• Delegate time between administrative tasks and sales floor presence. Check email periodically and notify team when working on other projects.
• Ensure supply needs are submitted and Visitor Center is stocked and well prepared to conduct business.
• Oversee barrel sales procedures are being completed, complete and maintain documentation for sales and forward documentation to Warehouse Manager. Communicate available inventory to team and share all pertinent information with Visitor Center Supervisor, Distillery and Manager, Guest Experience to optimize communication for dissemination to guests.
• Perform yearly performance evaluations as directed by company.
• Draft monthly staff schedules for approval by Manager, Guest Experience.
• Track daily attendance on Master Schedule, approve weekly payroll.
• Maintain personal request off calendar and approve requests based on business needs and fairness to staff.
• Participate in Visitor Center staff interviews as requested.

Reporting

• Reconcile daily retail and admissions sales, credit card settlements and match to GL reports. Check daily deposits for accuracy. Ensure change orders are met.
• Investigate issues/make corrections as needed to daily reports or document.
• Run daily GL distribution interface reports in POS system and review sales from W&BF VC for accuracy.
• Coordinate with Visitor Center Supervisor, Distillery to provide sales reporting for reconciliation and submission to F&A.
• Post sales for Visitor Center daily after review of reports/cash for accuracy.
• Complete Weekly Audit of Cash Drawers and Tasting Bar.
• Provide weekly sales and visitor reports to Guest Experience Manager.
• Review open PO reports, transfer reports and Inventory Adjustment reports.

Inventory Management

• Maintain and train staff in inventory control procedures.
• Accurately complete inventory receiving processes and location transfers. Process and file appropriate documentation to adhere to VC Policy.
• Coordinate with Distillery Visitor Center to ensure supplies and inventory needs are met. Coordinate deliveries as needed.
• Oversee Bourbon Reconciliation process. Report results to Manager weekly, or when issues present.
• Conduct and organize Physical Inventory functions. Manage inventory accuracy in POS system. Implement inventory management program to control shrinkage to less than 2%. Troubleshoot and provide solutions to any inventory issues.
• Enter damages into Inventory Control system after approval.

Training and Management of Visitor Center Staff

• Coordinate and implement training process for new Visitor Center Staff ensuring best company representation. Conduct Visitor Center orientations, coordinate STAR and Lab training for all new associates with the assistance of HR. Utilize and update Training Tracker Spreadsheet. Follow up with Trainer and associate to track progress and coach where necessary. Communicate any issues to Manager, Guest Experience. Collaborate with Guest Experience Manager to implement and execute continuing education and training.
• Enhance employee engagement and optimize guest experience with Visitor Center staff by: Implement team building activities monthly, Team encouragement to build morale, Training and continuing education, Coordinate monthly awards as necessary, Communicate interpersonal or performance enhancing issues.
• Conduct employee coaching and discipline as necessary with guidance of Guest Experience Manager, HR and Temporary Service (respectively).
• Conduct quarterly tour evaluations with each tour guide to ensure information disseminated is consistent with Four Roses approved communication.

Minor Responsibilities 10%

Marketing

• Assists in Marketing related functions, events and activities as necessary.

Qualifications

Competencies Required

• Must be 21 years of age or older
• Top notch professional with coaching ability, trustworthy and highly ethical
• Must be able to regularly work weekends, night events as scheduled and holidays
• Must be able to speak in public and stand for long periods of time
• Ability to multi-task and prioritize well; outstanding organizational and time management skills
• Ability to work well with others; team player, enthusiastic, energetic, and willing to pitch in and help wherever most needed; can build a team
• Flexibility, patience and open-mindedness are key
• Must have excellent verbal, non-verbal and written communication skills to effectively communicate with staff, co-workers and guests
• Must be prepared to travel, drive, and engage in physical activity; lift and move products, and use products
• Must be familiar and comfortable with POS systems
• Displays self-Initiative, motivated, can work well independently
• Technical capacity; learning orientation
• Budgeting and financial background; excellent basic math skills
• Ability to problem solve and analyze data
• Positive attitude in all situations
• Proven leadership ability as a supervisor
• Work independently while meeting multiple deadlines

Required Education and Experience

• Associates degree in Merchandising/Apparel, Marketing or related degree
• 5 years of experience as a supervisor in guest/customer service/retail/hospitality
• Demonstrated proficiency MS Office (Excel, Word, PowerPoint, Access)

Preferred Education and Experience

• Spirits industry Visitor Center Experience

Supervisory Responsibility

The Visitor Center Supervisor supervises the Lead Host, Guest Experience position all visitor center staff (up to 12 approved temporary staff).