Experience Manager, Guest Experiences

  • Chandon California
  • Yountville, California
  • Jun 03, 2022
Full time

Job Description

Create a world-class Brand Home Visitor Experience at Chandon. A home that will be a COMMUNITY HUB for all. A home that will celebrate the NATURAL BEAUTY of the area. A home that will devote itself to the CELEBRATION OF CRAFTSMANSHIP. A home situated in the HEART OF NAPA. A home that will embody our founder's MAVERICK SPIRIT. A home that will UNLEASH THE POTENTIAL of the Chandon world.

The culture of Chandon emphasizes training, product knowledge, and sincere hospitality. Our beliefs are shared through the five pillars of our business.

We live the sparkling life while creating genuine connections, with both OUR PEOPLE andOUR GUESTS. Caring and investing in OUR HOME,and the communities we operate in. Efficiently sustain and grow OUR BUSINESSin both revenue and profits. Born of French heritage, BRAND HOMEis our journey of greatness together while embracing its adopted California perspective with a casual vibrancy.

OUR PEOPLE | TEAM CULTURE AND COMMUNICATION

Leadership, Training and Education

Partially facilitate and fully participate in all training sessions including but not limited to the following topics. Wine and Food, Sales Excellence, Service Excellence, Safety and Security

Lead Guest Experience team by attracting, recruiting, training, and appraising talented personnel

Support the development of training targets, KPI's, policies, and procedures for new and existing team members

Effectively coach staff on customer service standards, sales techniques, and efficient teamwork

Communication

Provide a two-way communication and nurture an ownership environment with emphasis in motivation and teamwork

Responsible to developing and publishing weekly schedules of direct reports

Ensure communication of policy changes, events, and daily functions is timely and is clearly understood.

Attend/ Conduct Brand Home Leadership meetings in order to stay updated with goals, new releases, new programs, and all other educational materials

OUR GUESTS | GUEST EXPERIENCE & CLUB CHANDON

Create a High-Quality Visitor Experience

Manage all day-to-day Guest Experience operations within budgeted guidelines and to the highest standards. Examine daily duties, assign tasks and check on progress

Ensure the brand is being properly communicated with each visitor interaction through messaging staff professionalism. Coach and provide upscale guest service experiences for clients throughout their visit

Oversee welcome, check-in and retail purchase procedures, including reservations and financial transactions

In collaboration with Wine and Food Experience Manager team monitor daily bookings and ensure assigned tables are prepared prior to arrival

Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns. Actively resolve complaints.

Actively lead communication with our guests through social media platforms such as Yelp, Trip Advisor and Tock. Ensure all neutral or negative reviews are responded to

Analyze customer feedback from post reservation surveys and social media reviews and suggest ways to improve ratings

Recommend local tourist spots, including places to dine, shop and sight-see

Establish friendly relationships with our community and local Concierges to support grow our reputation within the Valley

Provide leadership, based on experience, through changes by identifying and overcoming obstacles and creating efficiencies

Work closely with VIP and Trade Coordinator in creating memorable Experiences for Trade and VIP Guests.

Act as main liaison between Club Chandon and Chandon Home team ensuring monthly goals are met. Implement new strategies and training where needed.

Control labor cost through effective scheduling as appropriate to business needs

OUR BUSINESS | FINANCIAL RETURNS

In collaboration with Director of Chandon Home Experiences establish successful yield strategies to efficiently manage reservation (Tock) potential maximizing availability and revenue.

Lead all aspects of Chandon Home reservation system (Tock) such as updates, new experiences, blueprints, availability planning and team training.

Establish daily team targets, KPI's to successfully meet monthly revenue and wine club acquisition goals

Drive up-sell initiatives for Experience upgrades, wine and food add-ons as well as take home experience (retail sales)

Manage point-of-sale system and daily opening and closing, with accuracy, receiving either cash or credit card, without over-short. Ensure all credit and financial transactions are handled in a secure professional manner

OUR HOME | RESPONSIBLE BUSINESS, SAFETY/ RISK MANAGEMENT

Provide leadership, based on experience, through changes by identifying and overcoming obstacles and creating efficiencies

Participate in daily, weekly, or monthly walk-throughs capturing/ identifying near miss risks as well as repair needs

Actively take ownership of the communication on any potential safety risks or repair needs

Maintain exceptional Visitor Center standards, including overall cleanliness and communicating any outstanding repair issues to Experience Manager. Take ownership of our assets and act with integrity

Provide clear communication to both co-workers and guests regarding Chandon's responsible hospitality policy and procedure

Requirements

Professional experience & know-how:

Proven work experience as a Front Office Manager, Guest Relations Manager, Restaurant Manager or Supervisor or similar role

Degree in Hospitality Management, Tourism, Business Administration or relevant field

Working knowledge of various computer software programs (Tock, MS Office, restaurant management software, POS)

Customer service drive with outstanding communication and active listening skills

Excellent problem-solving and multitasking skills

Leadership skills along with the ability to motivate a team into high performance

Strong sense of responsibility and a professional presentation

Ability to work evenings, weekends and holidays

Capable of working in a fast-paced hospitality environment

Experience mentoring a large staff with varied levels of experience and maturity.

Strong understanding of consumer trends and behaviors is required.

Technical & management skills:

Effective at building teams, ability to motivate others, ability to manage vision and purpose, ability to set and deliver against priorities, ability to deal with ambiguity.

Personal & interpersonal skills:

Strong team player, excellent communication skills within and outside of the organization, positive and enthusiastic attitude.

Benefits

Health Care Plan (Medical, Dental & Vision)

401k

Paid Time Off

Ongoing Training & Development with World Class Platforms

Wellness Resources (Lifestyle reimbursements)

Wine allocation and discounts

LVMH exclusive benefits

CHANDON California is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment.