Director of Guest Experiences, Heritage Brands

Established by Bill Foley in 1996, Foley Family Wines & Spirits (FFWS) is a portfolio of highly acclaimed wines and spirits from some of the world’s greatest estates. The company owns more than 25 wineries and distilleries, each with its distinct style, legacy, and approach to hospitality.
** The schedule for this role is Tuesday - Saturday and will be based at a winery location in Sonoma County, **

Development & Execution of Best-in-Class Guest Experiences in Hospitality Centers

• Managerial oversight of key luxury hospitality centers
• Liaison and leader with the Foley Family to develop and execute the vision for overall site activation, look-and-feel and overall guest engagement
• Adapts and executes all brand marketing positioning in order to create & define all look-and-feel standards at key brand sites and executes according to those standards
• Trains, develops, and instructs all Hospitality Center Management team(s) to define and refine all experiences for consumers, members, trade & employee / VIPs in accordance with brand & style guide standards
• Achieves guest experience operational objectives by contributing information and recommendations to strategic plans and reviews by property / location
• Develops & maintains all methodology for tracking guest experience ratings & reviews; deploys action plans & resources to improve those as needed
• Possesses deep understanding of P&L Management across the luxury space and facilitates profitability through engagement with customers
• Works with Capital Expansion & Facilities management team to create long-term facility & look-and-feel improvements across priority locations
• Directs culinary & events team to assist in development of signature experiences across all priority sites according to each brand positioning and consumer profile

Business Development & Revenue Achievement

• Exceeds all net revenue & membership targets for priority-brand tasting rooms while deepening all relationships and executing best-in-class experiences
• Creates & publishes programming calendar for all priority-brand tasting rooms to create visibility across organization around activities at priority-brand tasting rooms
• Defines & executes against all relevant KPIs resulting in overall sales & engagement increases across the entire business
• Leverages KPIs to provide insights into overall improvement to guest experiences resulting increased visitation, engagement, and long-term brand health
• Participates in department and interdepartmental planning and management teams and works cross-functionally to improve processes within the organization
• Directs the development and implementation of standards and goals, ensuring they support the organization's business plans
• Understands full consumer sales cycle (across both on and off-site areas) and crafts programming to address each of those opportunities

Team & Leadership Management

• Develops team(s) and departments focused on excellence in sales programming, consumer engagement, and overall brand-specific marketing initiatives
• Responsible for recruiting, hiring, and developing the following team(s): Hospitality Center Managers, Asst Managers, & hourly staff (when applicable)
• Demonstrates leadership style that focuses on open & transparent communication, servant leadership, and continuous improvement
• Seeks to develop all team members in order to grow and promote from within the organization and create talent pipeline(s)
• Effectively manages organization in accordance with functional expertise area with focus on gross profit & operating profit
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Acts with integrity in all management areas, focusing on executing a positive, result- oriented culture
• Direct team(s) to focus on consumer-centric problem solving & quick resolution issues
• Acts as a positive change-leader focused on making teams, customers, employees, and guests happy!

Company Core Values:

• Teamwork – Be a Spirited Partner
• Commitment – Crush Every Day
• Quality – Good vs. Grape: It’s All in The Details
• Integrity – It Takes a Community
• Safety – Tend the Vines
• Entrepreneurship – Love the Wine You’re With
• Fun! - Smile! You Have Purple Teeth!

Experience & Qualifications:

• Bachelor's Degree in Hospitality, Business or related field; MBA a plus
• 10+ years previous experience in Luxury Guest Experience engagement
• Demonstrated experienc