Senior Hospitality Manager

DescriptionJoseph Phelps Vineyards, an iconic luxury wine estate, is seeking a Senior Hospitality Manager to provide strategic leadership and operational oversight for our hospitality team. This role ensures every guest, member, and partner interaction reflects the excellence, warmth, and elevated service standards of Joseph Phelps Vineyards. The Senior Hospitality Manager leads the team in delivering best-in-class hospitality, driving retail and experience revenue, and executing a refined luxury guest experience. This position directly manages the Estate Ambassador team, Hospitality Manager, and Supervisors, with full P&L responsibility for the Guest Center, including wine sales, non-wine sales, and experience bookings. Duties and ResponsibilitiesUnder general direction, leads hospitality operations, team performance, retail sales, guest experience, and fiscal accountability. Partners closely with the Senior Director of DTC and Marketing, Marketing, Club, Reservations, Events, Customer Service, Human Resources, Facilities, and Operations teams to support business goals and maintain exceptional service standards. Leadership, Hiring and DevelopmentLeads interviewing and hiring for Estate Ambassadors, Hospitality Managers, Supervisors, and hospitality support staff in coordination with management and Human Resources.Develops and oversees hospitality training programs, materials, cross-training, and 30-, 60-, and 90-day development goals.Maintains required Responsible Beverage Service and ServeSafe Food Handling certifications for Hospitality staff.Conducts 30-, 60-, and 90-day reviews, annual performance reviews, year-end bonus reviews, goal setting, and follow-up in RISE.Provides day-to-day leadership, coaching, recognition, and performance feedback; addresses disciplinary matters with Human Resources and recommends salary increases and discretionary bonuses in accordance with company guidelines.Develops staffing plans and schedules to ensure appropriate coverage, operational efficiency, and seamless guest service. Guest Experience, Retail and OperationsChampions a luxury-level guest experience that reflects the warmth, professionalism, and quality of Joseph Phelps Vineyards.Resolves guest concerns promptly and thoughtfully, including escalation of significant issues to the Senior Director of DTC and Marketing.Ensures compliance with winery policies, guest safety standards, and applicable regulations, including policies related to pets, guests under 21, smoking, and reciprocal state wine-shipping laws.Oversees systems and tools supporting reservations, tastings, retail sales, point-of-sale activity, security, audio/visual needs, daily sales reconciliation, and transaction posting.Oversees monthly wine and non-wine inventory, inventory accuracy, vintage changes, library and large-format allocations, and tasting room and stockroom organization.Monitors wine sales, pricing accuracy, revenue trends, margins, and budget expectations; recommends tasting and retail strategies to support sales and guest engagement.Manages budget GL 73 and contributes to retail sales budgeting, forecasting, expense control, cash flow management, and financial accountability.Partners with Marketing on brand-aligned merchandise, printed collateral, sales materials, Insignia Futures materials, forms, edits, and restocking.Implements new wine and non-wine items in Commerce7 and works with Commerce7 and internal teams to resolve system issues.Supports winery events and collaborates with Club and Reservations teams to ensure personalized member experiences, seamless scheduling, and polished guest communication.Maintains thorough knowledge of Joseph Phelps Vineyards, its wines, history, guest experiences, and brand standards.Performs wine educator functions as needed, including tastings, seated experiences, reservation support, point-of-sale transactions, and daily sales reconciliation. FacilitiesServes as the primary Hospitality contact for Guest Center maintenance and repair needs, coordinating with Facilities, Maintenance, Associate Managers, and outside contractors.Conducts daily facility inspections and communicates housekeeping, cleanliness, presentation, and maintenance needs.Performs designated checks on hospitality equipment, including refrigerators, freezers, glasswashers, and service refrigerators.Helps ensure guest-facing and back-of-house hospitality spaces remain safe, organized, polished, well-stocked, and guest-ready. Supervisory ResponsibilitiesProvides direct leadership, supervision, coaching, and performance feedback to Estate Ambassadors, Hospitality Managers, and Supervisors.Assigns duties, monitors work quality, and ensures compliance with organizational policies, procedures, service standards, and applicable regulations. RequirementsRegular schedule is Wednesday through Sunday. As an exempt leadership role, reasonable availability outside the regular schedule may be required for urgent operational, guest-impacting, safety, or time-sensitive business needs, in accordance with company policy and applicable wage and hour laws.3–5 years of progressive leadership experience managing a team in luxury hospitality, fine wine, premium retail, private membership, or high-touch client service.Proven full P&L responsibility, including revenue management, expense control, budgeting, forecasting, and operational accountability.Strong knowledge of wine, wine production, and luxury wine country guest experiences.Demonstrated commitment to refined service execution and maintaining high standards in a luxury hospitality environment.Excellent written, verbal, presentation, organizational, analytical, problem-solving, business planning, and financial skills.Ability to calculate discounts, margins, percentages, gross and net sales, and cost of goods.Polished, professional presence with exceptional customer service and relationship-building skills.Strong judgment, flexibility, creativity, and ability to manage competing priorities while leading, coaching, motivating, and developing high-performing teams.Demonstrated ability to present effectively to guests, members, trade partners, internal stakeholders, and groups.Proficient in Excel, Word, and Outlook. Physical and Mental RequirementsAbility to stand and walk for long periods of time.Ability to understand and respond to a diverse population and coordinate multiple tasks simultaneously.Ability to repeatedly and safely lift a case of wine weighing approximately 25 pounds. Work EnvironmentWork is primarily performed in an enclosed tasting room and hospitality environment, with occasional outdoor work and exposure to fumes or airborne particles related to normal cellar and vineyard operations.Noise levels are usually low to moderate. Annual Salary Range: $115,000–$125,000, depending on experience, plus Discretionary Performance Bonus Benefits13 Paid HolidaysVacation & Sick TimePaid Wellness Day and Monthly Wellness Reimbursement"Farm Fresh to You" MembershipComprehensive Health Benefits: Medical, Dental and Vision401(k) MatchAnnual Employer GiftGenerous Employee DiscountsEmployee Wine Program