Old Forester Distillery Guest Services Team Member I

About the role

Old Forester Distillery is seeking a Guest Services Team Member I to join our team and deliver exceptional hospitality to every guest who walks through our doors. In this role, you’ll take on a variety of responsibilities, including leading engaging hour-long tours and tastings, setting up and tearing down the tasting room, and managing front desk operations such as answering phones, greeting guests, printing tickets, and updating tour reservations. You’ll also be trained to assist in George’s Bar and the gift shop, ensuring every guest interaction is welcoming and seamless.

Responsibilities

• Deliver 2-3, 75‑minute walking tours of the distillery daily (hour tour + 15‑minute tasting).
• Manage and lead groups of up to 25 guests through the Old Forester distillery.
• Conduct public and private tours of the distillery.
• Answer questions about Brown‑Forman and Old Forester history while on tour.
• Answer questions pertaining to the fermentation, distillation, cooperage, maturation, and bottling components of the Old Forester process.
• Answer questions about the various Old Forester expressions.
• Confirm guest counts and demographic breakouts with Guest Services before beginning the tour.
• Call guests in the lobby, George’s Bar, and retail to ensure all guests are present before beginning the tour.
• Conduct platform tastings as required.
• Serve as the first point of contact and greet guests upon arrival to the distillery.
• Process tickets according to the confirmed tour experience.
• Process credit card payments for guest tour experiences.
• Verify guest identification and annotate U‑21 and “no‑id” guests accordingly.
• Communicate confirmed tour size and demographic breakout to the tasting room and tour guide.
• Process refunds as required.
• Provide guest lockers as required.
• Direct guests and facilitate foot traffic in the distillery lobby.
• Answer distillery phones and respond to guest inquiries.
• Book and adjust tour reservations as necessary and as required.
• Responsible for the guest services cash drawer.
• Resolve guest concerns and involve Tour Captains and Guest Services Lead as necessary.
• Ensure tasting rooms are set according to Old Forester Distillery tasting room guidelines (placement of water, food item, and tasting expressions).
• Ensure expression pours are measured in