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Senior Hospitality Manager

senior · Hospitality & Tourism

Leadership, Staff Management & Hospitality Operations

Lead hiring, onboarding, training, coaching, and performance management for Hospitality Managers, Supervisors, Estate Ambassadors, and hospitality support staff.
Develop and maintain hospitality training programs, onboarding plans, and performance goals to ensure service excellence, brand consistency, compliance, and employee development.
Ensure staff certifications remain current, including Responsible Beverage Service (RBS) and ServSafe requirements.
Foster cross-functional collaboration and cross-training among Hospitality, Reservations, Events, Club, Customer Service, and Operations teams.
Conduct performance evaluations, goal setting, compensation recommendations, and disciplinary actions in partnership with Human Resources.
Develop staffing schedules and ensure appropriate coverage to support business needs and deliver exceptional guest experiences.
Provide day-to-day leadership, coaching, guidance, recognition, and development opportunities for team members.

Champion an elevated luxury guest experience that reflects the values, quality, and hospitality standards of Joseph Phelps Vineyards.
Lead all Guest Center operations to ensure seamless execution of hospitality experiences, retail sales, wine club engagement, and guest services.
Resolve guest concerns promptly and professionally while escalating significant issues as needed.
Ensure compliance with company policies, guest safety standards, and hospitality regulations.
Partner closely with Reservations, Events, Club, Marketing, E-Commerce, and Operations teams to deliver a seamless pre-arrival, on-site, and post-visit experience.
Support winery events and member experiences by ensuring appropriate staffing, hospitality support, and operational excellence.
Maintain extensive knowledge of Joseph Phelps wines, experiences, history, and brand standards.
Serve as a wine educator and hospitality ambassador as needed, including conducting tastings, guest experiences, reservations support, and point-of-sale activities.