Guest Experience Host

IntroductionThe Guest Experience Host, Warehouse and Bottling Facility (WBF) Visitor Center (VC), is responsible to conduct guided tours, tasting or onsite experiences (public speaking), support the cocktail program and provide an overall exemplary experience to every guest of the WBF Visitor Center. Hosts are to provide unparalleled guest service and representation of the brand to build a loyal fanbase through experiential marketing. This position conducts job duties in a manner that demonstrates a strong food safety culture which ensures the safety and quality of our products. The Guest Experience Host, WBF VC, reports directly to the Supervisor, WBF VC and to Lead Guest Experience Host, WBF VC in Supervisors absence or as notified.Summary/Objective The Guest Experience Host, WBF VC, will uphold our commitment to excellence, drive Net Promoter Scores (NPS) and brand conversion and provide extensive brand knowledge to our guests through approved communication and procedural guidelines. An enthusiastic, positive attitude and team mentality are required. Extensive knowledge of our Bourbon, brand, history and production processes is necessary and will be provided on a continuing basis, in addition to basic knowledge of the Bourbon, Hospitality and Retail industries. Duties include all aspects of hospitality and customer service, and will support retail, inventory, cocktail creation and future Bar operations on a rotating basis or other duties as outlined. Essential FunctionsTime AllocationsA.Major Responsibilities 80%Tours, Tastings& ExperiencesHost guided tours and/or tasting experiences for guests daily, delivering an enjoyable, interactive & informative experienceAct as an ambassador of the brand at all times, sharing passion for the product through education and enthusiasmStrive to achieve personal and Team NPS target scoresDisseminate consistent, approved information as provided through the training process to guestsOn average, host 6 experiences per day, however more or less may be requiredOn a rotating schedule basis, craft cocktails and provide exemplary service Assist with additional on-site events or experiences as directedCustomer Service and HospitalityProvide a high-end hospitality experience from greeting to departure for every guest or internal customerEngage with guests in a variety of settings- in person, via phone or other forms of company communication- refer to appropriate FR personnel as necessaryTake and process reservation requests and assist walk in guests with ticket salesFollow Four Roses Customer Service Strategy. Uphold commitment to Four Roses Responsible PracticesAssist customers on sales floor with questions, cross-sell and promote as necessary and be available for guest inquiry. Strive to achieve company directed team goalsMaintain a positive, friendly and helpful attitude to exceed guest expectationsManage guest dissatisfaction swiftly & discreetly. Resolve outstanding issues with the support of Supervisor/ Lead when necessarySupport internal requests as needed to cross-collaborate with other departmentsSupport FunctionsProvide logistical support for: experience set up, strike down, guest traffic control, responsibility practice, cocktail offerings, media/audio or any other function as necessaryAssist with sanitation of audio equipment, tasting supplies or space as neededSupport any additional Visitor Center projects as requestedOccasionally support transfers between locations or fulfill additional requests for business needsB.Minor Responsibilities 20%Retail FunctionsCash handling/ retail and ticket salesOpening and closing duties to include drawer activation/ reconciliation; restocking; bourbon count. Supply inventory, bar setup etc.Maintain visual and brand standards for visitor centerProcess e-commerce orders for D2C Bourbon purchases. Follow proper procedure to sell Used Barrels. Operate engraving equipmentInventory ProcessingAccurately count in/ receive new inventoryAssist with pricing, organization and stockingMaintain and communicate supply inventory needs to ManagementParticipate in inventory cycle counts and full year inventorySales Promotion & Cross-Functional InitiativesParticipate in various marketing events as needed.Assists in Marketing related functions and activities as necessaryEvent setup/ special projects as requiredC.Other Job Duties Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.QualificationsA.Required Competencies Must have open availabilityoAverage 35-40 hrs./ week unless otherwise needed or agreed uponoOccasional extended hours/ special projects or events may be necessaryoSchedules are subject to change according to business needFlexibility and adaptability to a fast paced, rapidly changing environment are a necessityAdhere to brand standards in product discussion with guests and to tour and tasting procedures per policy or as directed by a Supervisor or Lead Host.Complete STAR training and follow responsibility practices without exception.Positive, trustworthy, genuine character with excellent reputation Displays outstanding organizational, interpersonal and (verbal/written) communication skillsHighly organized; handle multiple projects simultaneouslyStrong communication and interpersonal skillsExcellent Public Speaking abilitySelf- starter with team-oriented work directiveExcellent attendance and punctualityPleasant, friendly and courteous attitudeWell-kept physical appearance & hygieneExcellent collaborator, builds teams and strengthens relationshipsB.Required Education and Experience High school diploma or GEDMust be at least 21 years oldRetail/ sales, hospitality, food or Customer Service Experience. Computer and software proficiency including strong knowledge of MS Office (Excel, Word, PowerPoint, Access). Ability to adapt to POS, reservation software and inventory management systemSuccessful completion of background check and drug screensClean driving record and active drivers licenseC.Preferred Education and Experience Tour guide experienceBourbon industry experienceBartending experience a plusJob Related InformationA.Supervisory Responsibility The Guest Experience Host, WBF VC, has no direct reports.B.Work Environment While performing the duties of this job, the team member will work outdoors, in production environments and in a climate-controlled environment with minimal safety/health hazard potential. Standing, walking, minimal sitting, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use; frequent stressful conditions (cardiovascular). Could be exposed to infrequent fumes or airborne particles, moving mechanical parts and vibration as could be expected in any OSHA compliant operation and may be occasionally exposed to a variety of extreme conditions in the distillery/warehouse/bottling environment. C.Travel Travel may be required between Kentucky locations and nearby suppliers. D.Physical Demands The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. While performing the duties of this job, the team member is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing stairs, as the job requires to facilitate tours both indoors and outdoors. Ability to work in changing climates dependent on the season (hot, cold, snow rain etc.). Ability to lift at least 50 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.