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Jobs at Benchmark Consulting

Guest Experience Manager- Confidential Napa Winery

Location: Napa, CA

Type: Full Time

Min. Experience: Manager/Supervisor



A legendary winey in the Napa Valley has retained Benchmark Consulting to locate and screen candidates for this key position.


This position will manage the Visitors Center operations, including the Winery Tasting Room and events. This role is to inspire and actively lead the hospitality and sales team in providing a superb level of guest experiences through a highly engaged and customer focused approach while simultaneously putting a high importance on strategy, success and maintaining goals.


  • This position ensures consistent and clear communication among the team and with the administration.
  •  This role manages 4 full-time direct reports and an overall staff of 9 (all direct reports).
  • This position reports to the Director of  DTC and Marketing.


This position is based at the winery in beautiful Napa Valley, California.


Strategic planning:

  •  Lead the development of long-term strategic plans to increase sales and net income volume through expansion of the current business.


  • In conjunction with the Director of DTC & Marketing as well as the finance department, prepare the fiscal sales and operating plans for the visitor center business.
  •  Ensure achievement of the fiscal sales and operating plans by planning, monitoring and controlling expenditures and developing programs that drive sales.
  • Tracking, reporting and evaluation of performance metrics on a continual and monthly basis.
  • Accounting:
  • Ensure all receipts are properly accounted for and reconciled; deposited in the bank in a timely and safe manner and properly secured when they are held on site.
  • Ensure all transactions are processed accurately following the sales procedure for each business.
  • Maintain control over the cash register usage and scope of authority.
  •  As required, participate in the annual third-party audit of the operation of each hospitality business.

Operating Procedures:

  •  Develop and update as required the Operating Procedures Manual for the visitors center.


  •  You lead by example while directing all training for all staff. Actively participate and plan regular manager meetings, monthly team meetings, and daily team updates
  • Manage employee recruiting, interviewing and hiring activities and ensure each hospitality business is staffed with competent and well-trained employees with clear position descriptions.
  •   Ensure that a safety program is in place and a safety monitor is assigned to ensure compliance with each program.
  • Conduct an annual performance evaluation for each employee.
  • Coordinate the scheduling of daily work for all hospitality employees to ensure optimum coverage for daily operations while not exceeding the variable labor budget tied to net financial results on a monthly basis.


  • In cooperation with other management personnel, develop an Employee Wine Education & Skill Development training manual for the department and ensure that each employee is properly trained to perform his or her job responsibilities.


  •   Ensure that the Hospitality facility is merchandised in a professional manner, that all items offered for sale are marked with the proper SKU code and are properly priced.
  •  Lead the cross-functional team responsible for selecting and procuring.
  • Oversee merchandise for sale in the Vistors Center.

Inventory Control:

  •  Oversee the wine and non-wine inventories to reduce shortage and ensure reconsolidation with the book and physical counts.

Advertising & Promotion:

  •  Develop and implement effective advertising and promotional programs, which reflect brand strategy and drive retail sales.

Community Relations:

  •  Create active and mutually beneficial relationships with like-minded businesses, wineries, concierges and tour guides


  • BA/BS in the area of responsibility or five years plus in retail management and merchandising experience with multi operations in the Wine Industry. High level of hospitality & service experience should be required from a luxury retail environment (Wine or non-wine)
  •  Excellent verbal and written communication along with board presentation skills.
  • Advanced Computer literate. Deeper consideration of past users of VIN 65 and AMS for example.
  • Strong leadership and management background.
  • Strong analytical and budgeting skills.
  • Excellent management and interpersonal skills with an emphasis on being hospitable, kind, positive, intelligent and self-aware.
  • Strong Leadership, strategic planning, financial performance analysis, budgeting, merchandising and decision-making skills
  • Ability to successfully manage a staff of employees and work well in a team environment.
  • Understand and incorporate brand marketing into the hospitality operations arena.
  • Developed understanding of federal and state legal compliance issues related to the operations of tasting rooms.
  •  Ability to lift 40+ lbs.


The client company and Benchmark Consulting are committed to an equal opportunity hiring policy and work environment. If you are interested and qualified, please contact:

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