Winery Lead Associate - Full-Time

About the role

The Winery Lead Associate is responsible for sales, exceptional guest service, and maintaining proficiency in all POS cash register functions. They will aid supervisors and managers in the effective daily operation of the shop, including all opening and closing shop duties.

Responsibilities

• Provides an exceptional guest service experience for each guest and assures total guest satisfaction with estate shopping experiences.
• Develops proficiency and accuracy in all POS register operations, including the efficient handling of large sums of money.
• Maintains an expanded sales focus with emphasis on up-selling and cross-selling.
• Works closely with front-line staff to develop work processes and standard operating procedures for each area of the Winery.
• Responsible for documenting and teaching work processes and SOPs, escalating any issues to Supervisors, and recommending implementation of process improvement ideas.
• Provides consistent and effective delivery of OJT to all new hires.
• Maintains dress code standards and Coyle Standards throughout the shop.
• Affords floor coverage based on guest flow throughout the day, answers radio calls, manages break schedules, and positively interacts with guests.
• Assumes the responsibility of an "Authorized Approver" for merchandise returns and voids.
• Assumes the responsibility of a Key Person for all areas within the Winery with a focus on maintaining shop inventory levels, completion of side work duties, and focusing on the sales growth and service of the area.
• Assists with opening and closing retail shops as directed by supervisor, to include lights on/off, setting up/shutting down the food areas, and unlocking/locking doors.
• Performs cleaning of shops with consistency and assists with the delegation of duties.
• Actively promotes the Vanderbilt Wine Club and accurately conveys all information regarding the club to guests.

Qualifications

• A high school diploma is required.
• Additional education or training is desired.
• Ability to learn quickly and achieve proficiency across assigned operational areas.
• At least one (1) year of related guest service experience; equivalent combination of education/experience considered.
• Demonstrated commitment to world-class internal/external guest service; leadership skills are a plus.
• Ability to quickly acquire knowledge of Biltmore's products/services, history, processes, protocols, systems, and organizational structure.
• Outstanding interpersonal and communication skills; proactively and genuinely engages with guests; conveys information clearly/concisely; strong public speaking skills are a plus; active listening skills are a must; solid guest service recovery skills are a must.
• Exercises good judgment; anticipates, troubleshoots, prioritizes work, adapts, multi-tasks, and is flexible.
• Strong time management, planning, and organizational skills.
• Represents Biltmore's brand and core values at all times.
• Ability to stand/walk for extended periods; climb stairs as needed; lift up to 50 pounds; ability to bend, stoop, reach overhead, and below.