Events and Experience Manager

Description

POSITION SUMMARY: The Events and Experience Manager is responsible for helping to create memorable experiences for our customers through the utilization of our public and private spaces, facilities and staff while promoting the Oliver Winery brand. The Events and Experience Manager functions as a support partner to the Tasting Room Sales Manager in the oversight of the tasting room, and provides leadership to all hourly tasting room staff through the lens of the guests’ experience.   

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

Leadership Responsibilities:  

• Provides the highest level of customer service while serving as a leader in the Hospitality department by managing and motivating staff to provide outstanding service, leading by example and modeling the winery values. 
• Assists with the hiring and development of hourly staff to ensure the highest level of service is being delivered. Provides in-the-moment coaching when needed and participates in the annual review process for hourly staff.  
• Maintains a core group of event staff. Leads in training tasting room staff for events. 
• Serves as one of the regular rotating Managers on Duty (MOD) on the Tasting Room floor, managing daily priorities and leading staff.  
• Maintains a culture of engagement and accountability; provides exceptional customer service with the team.  
• Serves as a key member of the Hospitality leadership team, participating in collaboration and visioning sessions regarding department goals and strategy development.  

Guest Experience Responsibilities:  

• In collaboration with the Hospitality leadership team, works to build a robust offering of onsite and offsite events and experiences that highlight our wines and are tailored to meet the expectations of our wide demographic of customers/visitors/guests.  
• In conjunction with the Hospitality team, develops sales and service goals, and operational strategies for events and guest experiences.  
• Actively participates in the regular review of the progress of the Hospitality financial and service goals, through the utilization of various tools and feedback channels.  
• Assists with sourcing and maintenance of necessary resources for events and experiences both onsite and offsite. 
• Fosters local community relationships with organizations and event planners to encourage group tastings, tours, and experiences. 
• Effectively communicates via phones and email with guests’ inquiries regarding various events and experiences, and assists guests in navigating reservations. 
• Maintains a comprehensive system to track guest inquiries, concerns, and feedback across our various channels as well as a correspondence follow-up process with guests as needed.  
• Serves as primary Host for onsite events and experiences as necessary.  

Private and Internal Event Functions:  

• Serves as the primary contact for individuals, organizations and businesses interested in the use of the Winery facilities or in having a Winery representative attend their off-site event.  

Requirements

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s or Associate’s Degree, preferably in Hospitality, Tourism or Event Management or related field.
•  2-4 years of previous events and/or hospitality experience.
•  Must be able to possess a valid Indiana Server Permit.
•  A strong interest in wine, the winemaking process, and food.

SUCCESS FACTORS/JOB COMPETENCIES:

• Strong organization skills.
•  Performs work with thoughtful attention to detail.
•  Exhibits flexibility, energy, initiative and motivation (“can-do attitude”).
•  Works efficiently in a fast-paced environment with minimal supervision.
•  Effectively leads team with professionalism and support.
• Seeks new knowledge and experiences to enhance value as Oliver Winery employee.
• Accepts direction and constructive criticism from others.
• Interacts well with customers and vendors, as well as fellow employees and winery managers.
• Exhibits interest and appreciation for wine.
• Members of our Hospitality team also possess the ability to:
• Actively, passionately seek out knowledge of wine and the Oliver wine portfolio.
• Provide the highest level of service to customers, vendors, and fellow employees.
• Engage and build strong relationships through active listening and clear, thoughtful communication and
• teamwork.
• Be flexible and responsive in a fast-paced customer-focused environment.
• In addition, all successful winery employees are able to:
• Use your attitude and effort to contribute to a positive work environment.
• Be thoughtfully engaged and do your best work. Every day.
• Model the winery values: Respect People, Expect Quality, Think Differently, Get Stuff Done.

PHYSICAL DEMANDS/WORK ENVIRONMENT: This position requires the ability to stand, walk, lift and bend for up to 8 hours a day. It also requires the ability to lift and carry up to 40 pounds when working events as well as the ability to sit and work at a computer for up to 8 hours a day during desk days. There may be visual or ergonomic strain due to computer use. It also requires extended periods of concentration and focus. There may be some exposure to the elements when working outside events. Typical Schedule: Position is full-time. Schedule varies and is dependent upon department and company needs. 

Typical schedule is five days a week with weekend and evening work required. 

FLSA Classification: Full-time, Non-Exempt.