General Manager, Vino Volo (PHL Airport)

Company Description

At Vino Volo (a Paradies Lagardere Company), our mission is to change how people experience great wine. We are passionate about connecting with each of our guests on multiple levels. From our quality tapas-style food offerings to the exceptional hospitality delivered by our teams, we focus on more than just restaurant operations. We specialize in experiences.

The General Manager is truly a partner, as they invest in the restaurant for which they are ultimately responsible. Leading an on-trend national brand, you will create and deliver first-class experiences for the traveling public. You demonstrate a passion for the Guests’ overall experience, through the selection, development, and motivation of associates. Your commitment to running an efficient and profitable restaurant is evident by maintaining the highest standards and unwavering support for the entire staff.

In joining our team, you commit to supporting this mission by demonstrating our service standards at all times and holding all team members to the same. Providing a safe work environment of trust and respect free of harassment is expected

Job Description

DUTIES AND RESPONSIBILITIES

All Vino Volo positions, including the General Manager, require that you embody a positive company image by providing courteous, friendly, and efficient service to customers and team members at all times. We invite you to embrace our family culture by following the Vino Volo core values: Be Extraordinary, Cultivate Community, Plant and Grow, and Share the Wine.

The General Manager will provide 100% support and commitment to achieving the company’s strategic goals including profitable growth, guest satisfaction and associate engagement. The General Manager is responsible for ensuring that their team surprises and delights Vino Volo customers through sophisticated customer service and wine expertise at the tasting bar, in the tasting lounge, or in the retail section of the restaurant. The General Manager strives to develop and mentor the their team, acting as a role model and a teacher. The primary goals of the General Manager are to lead and coach his or her team to 1) impress customers with the quality of the Vino Volo experience; and 2) sell flights, glasses, food pairings and retail bottles of wine to these same customers. Functions include, but are not limited to the following areas:

People

Build a great workplace for strong performers by promoting and driving an engaged workforce, career development, and learning.

• Must love and support your TEAM!

• Deliver and coach employees to charm and captivate customers with a service level they have never-before experienced at an airport, and rarely ever encountered at stores or wine bars outside the airport

• Inspire and mentor all team members to reach their full potential. Develop bench strength for all positions within your location, ensuring upward mobility for high performing team members.

• Consistently recognize team members when they excel. Ensure that a coaching culture thrives, holding direct reports accountable to all policies and standard operating procedures, using the progressive discipline process when performance expectations are not met.

• Source high potential candidates using variety of recruiting avenues. Ensure each candidate is screened using approved interview guides.

• Ensure all direct reports complete all compliance based and brand specific training by the due date.

• Set clear performance goals and expectations for your team that meet Vino Volo’s approach to wine, service, and sales. Following up consistently, providing feedback on an ongoing basis.

• Ensure performance evaluations and disciplinary actions are delivered on a timely basis.

• Drive associate engagement through a variety of methods, including the annual Speak Up! Survey. Be an active listener and leader, holding regularly scheduled meetings to access the teams moral and making necessary adjustments to action plans, as needed.

• Leading shifts when necessary

Operational Excellence

Strengthen expertise in the industry and deliver on our plans, keeping the needs of our internal and external customers in mind.

• Ensure positive guest service in all areas. Investigate and resolve complaints concerning food quality and service, responding to guests with a resolution within 24 hours. Take all appropriate actions to turn dissatisfied guests into return guests.

• Engage customers in an approachable but sophisticated manner and help them to discover and fall in love with Vino Volo’s wines, making them want to buy these wines by the bottle. Create a relaxed, refined, and enjoyable environment for customers – a pleasant contrast to the stresses, noise, and crowds of the airport.

• Listen and empathize with customers, with a