Assistant Manager, Experience Operations

Job Description

Company Summary

Constellation Brands is a leading international producer and marketer of beer, wine, and spirits with operations in the U.S., Mexico, New Zealand, and Italy. Our mission is to build brands that people love, pushing boundaries to think beyond today because we believe that elevating human connections is Worth Reaching For. Our Wine & Spirits Division strives to lead the high-end market with a world-class portfolio of premium and fine wines and craft spirits that reflect authenticity, passion, and uncompromising standards—from soil to glass. Our success is powered by a high-performing, entrepreneurial team that moves with agility, works collaboratively, and is driven to win while growing their careers in a dynamic, rewarding environment.
 

Position Summary
The Tasting Room Assistant Manager supports the Tasting Room team in delivering an exceptional visitor experience, world-class customer service and superlative wine education to guests at Robert Mondavi Winery. The Asst. Manager actively works as part of the Tasting Room management team to drive sales and wine club sign-ups, model exemplary sales techniques, control costs, manage resources and to deliver revenue and operating profit to plan.

The Tasting Room Assistant Manager oversees the visitor experience at Robert Mondavi Winery, including the receiving and welcoming of guests, the execution of tours, tastings and consumer programs and the management of the retail sales operation, with an emphasis on tour operations. The Asst. Manager is responsible for the operational and financial success of these areas, with an uncompromising commitment to customer service and hospitality. This leader motivates and directs the Tasting Room staff (including supervising own team of Tasting Room Associates) in a team-oriented style that places its highest priority on customer service, driving revenue, capturing data and wine club signups.

Responsibilities
Tasting Room/Tour Operations
 • When serving as floor manager, create daily schedule and supervise Tasting Room operations on the sales floor

 • Set and maintain exemplary customer service standards and seek continuous improvement of the visitor experience

 • Lead and motivate sales and support teams to achieve revenue goals; update staff on new promotions, assist tasting room staff as needed

 • Audit tours and programs regularly, provide timely and relevant feedback to TR Associates and DTC Manager

 • Update daily financial reports, visitor counts, tour counts and wine club sign-ups

 • Manage cash handling, including cash drawer reconciliations, bank deposits and change orders

 • Maintain the overall appearance of the sales floor, tasting rooms and private tasting areas

 • Manage inventory and purchasing with attention to controlling costs

 • Troubleshoot POS system issues when required; support sales by successfully operating the POS system, ringing sales, placing shipping orders, opening and reconciling cash drawers accurately

• Resolve customer or staff complaints promptly, seeking positive outcomes

• Maintain, update, and expand knowledge of viticulture, enology and Robert Mondavi Winery wines by participating in related educational opportunities sponsored by the winery and outside sources

Staff Development

• Train and develop staff with an emphasis on a wine education and exceptional customer service. Build opportunity for advancement, and provide timely and relevant feedback

• Mentor new employees to assist them in assimilating quickly, with particular attention to winery history and brand messaging as well as general operations
• Seek, suggest, and supervise training and educational opportunities for the entire team

• Update training manuals as needed; create SOP’s for new or updated processes

• Assist in establishing and supporting direct reports’ annual goals • Assist in seasonal and full-time hiring, including interviewing

• Cultivate teamwork, trust and mutual respect Wine Club

• Lead the Visitor Center team to achieve wine club sign-ups goals; track and recognize excellent performance

• Create contests and promotions to motivate staff; brainstorm new ideas for rewards

• Assist in staff training for sales and wine club sign-ups

• Review all wine club applications for accurate and complete information; work with staff to resolve when applications are incomplete

Minimum Qualifications
• Two years of college preferred with an emphasis in communications or hospitality

• Four years of experience in a high-volume luxury hospitality, restaurant or retail environment with an emphasis on excellent customer service and driving revenue • Excellent verbal and written communication skills

• Knowledge of wine; experience