Perched upon the rolling hills that define the landscape of the Carneros AVA, Ram’s Gate welcomes visitors as they enter Sonoma’s Wine Country. The vision of owner Jeff O'Neill, Ram’s Gate Winery brings a new perspective on refined elegance through thoughtful farming, transparent winemaking, genuine hospitality, and sublime culinary experiences. The cornerstone of the O'Neill family portfolio, Ram's Gate is dedicated to creating compelling and uncompromising wines sourced from vineyards that encompass the spirit of Sonoma County. Its connection to the land is reflected in the breathtaking tasting room that overlooks the estate vineyard made up of 28 acres of organically farmed vines.
The Associate Manager, Guest Experience is directly responsible for the Guest Relations team, building best-in-class hospitality standards and processes that always put our Guests and Members first. Additionally, they will assist the Director, DTC Experience across all aspects of Tasting Room & Event operations, leading the hospitality team and fostering an environment that drives the business through extraordinary experiences that transcend expectation. This role champions high standards of service and hospitality, and implements innovative and effective Guest experiences.This role reports to the Director, DTC Experience and collaborates with all departments, including Membership, Marketing, Winemaking, Events, and Culinary.
The ideal candidate thrives in a dynamic, Guest-focused and team-oriented environment. They build authentic connections, and exude professionalism and warmth. They motivate and inspire through connection and understanding, and know that taking care of people first- team, Guests, Members, and the community - is the foundation for exponential growth.
DUTIES AND RESPONSIBILITIES:
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
- Manage all Guest Relations unit aspects, including guest service, CRM, reporting, and staff management.
- Manages the Tasting Room, supporting the Wine Educators in achieving monthly goals, including conversion rates, AOV, sales revenue, labor ratios, traffic, and CRM.
- Leads a dynamic Guest Relations Associates, Wine Educators, and Support staff team.
- Facilitates and leads daily lineups to set the team's tone, pace, and expectations.
- Participates in educational opportunities for staff to ensure their wine, sales, sustainability, and industry knowledge is current and evolving; ensures the team conducts themselves as brand and sustainability ambassadors, demonstrating positive characteristics of exceptional guest service.
- Manages to ensure that labor costs, pour costs, and inventory control falls within budget.
- Serves as a positive change agent with an innovation mindset, championing new initiatives and bringing forth fresh ideas to drive growth and elevation through the lens of hospitality.
- Works collaboratively, fostering solution-oriented, positive, and open communication
- Agile and forward-thinking, working through humble leadership and the assumption of positive intent
QUALIFICATIONS:
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- 4 or more years of experience in the hospitality industry with increasing responsibilities
- Exceptional Guest service skills
- Outgoing, engaging, and friendly personality
- Strong written, verbal, and interpersonal skills, including excellent telephone communication
- Ability to multitask while handling tasting room needs and office administration
- Strong organization and time management skills with attention to detail
- Proficient in Microsoft Word, Excel, Outlook
- Ability to work weekends and some nights
- Ability to operate a computer POS system. Experience with Tock and WineDirect a plus
- Must be 21 years of age
CULTURAL BEHAVIORS:
O’Neill team members are Forward Thinkers. Hard Working without Drama. Friendly Problem Solvers who work as One Team to Always Deliver.
PHYSICAL/MENTAL REQUIREMENTS:
While performing the duties of this job, the employee is frequently required to do the following:
- Sit or stand for prolonged periods.
- Bend or reach as necessary.
- Perform some repetitive motion activities.
- Coordinate multiple tasks simultaneously.
- Lift, move, and stack boxes up to 60 lbs.
WORK ENVIRONMENT:
- Work may occur indoors or outdoors.
- Temperatures are typically moderate but may fluctuate with seasonal temperature changes.
- Noise level is generally low to medium.
O’Neill Vintners & Distillers offers a competitive salary and comprehensive benefits package, including medical, dental, vision, and life insurance coverage, short- and long-term disability, a 401(k) with a company match, Paid Time Off, holidays, and more.
O’Neill Vintners & Distillers is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All candidates must pass a comprehensive background check and drug screen and adhere to all Company, Federal, and State Food Safety Regulations and Policies. This organization participates in E-Verify.
