Guest Services Team Member I - Woodford Reserve

Saved job description

CURRENT EMPLOYEES, CONSULTANTS, AND AGENCY PARTNERS:

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Works all roles associated with Woodford Reserve Guest Services to include Tour Guide, Guest Services Representative, and Tour Operations. Able to deliver up to 90 minute walking tours and tasting experiences, set-up and tear-down the tasting room, and perform all front desk operations to include answering phones, greeting guests, printing tickets, and updating tour reservations. Also trained and capable of supporting the bar and retail operations as needed.

What You Can Expect

Tour Guide 

Engage guests and build brand connections through compelling brand storytelling experiences

Deliver 3-4 daily guest experiences ranging from 30-minute guided tastings to immersive 90+ minute distillery tours, including experiences that combine walking tours and guided whiskey tastings.

Manage and lead groups of up to 30 guests through the Woodford Reserve Distillery

Serve as a brand ambassador by sharing the history and heritage of Brown-Forman and Woodford Reserve throughout the guest experience.

Educate guests on the Woodford Reserve production process, including fermentation, distillation, cooperage, maturation, bottling operations, and Woodford Reserve expressions

Coordinate with Guest Services to verify attendance, guest counts, and audience demographics prior to each tour experience.

Ensure all registered guests are accounted for by welcoming and gathering participants from designated locations before tour departure.

Support special events, promotional activations, and tasting experiences as business needs require.

Guest Services Front Desk

Serve as the first point of contact and greet guests upon arrival to the distillery.

Process tickets according to the confirmed tour experience.

Process credit card payments for guest tour experiences.

Verify guest identification and annotate Under  21 and “no-id” guests accordingly.

Communicate confirmed tour size and demographic breakout to the tasting room and tour guide.

Process refunds as required.

Direct guests and facilitate foot traffic in and outside as needed..

Answer phones and respond to guest inquiries for all areas of the operation. 

Book and adjust tour reservations as necessary and as required.

Resolve guest concerns and involve Tour Captains and Guest Services Manager as necessary.

Tour Operations 

Set assigned tasting rooms according to the scheduled experience, following all tasting room and display SOPs.

Ensure expression pours are measured in accordance with the individual tour experience and responsibility guidelines.

Monitor Xola and coordinate with Guest Services to ensure accurate guest counts, demographic breakdowns (i.e. adults and designated drivers), and compliance with 21+ tasting room requirements.

Create seating charts based on group size and designated/non-drinking guests, following tasting room SOPs.

Welcome guests upon arrival, direct them to the appropriate tasting room, and verify tickets, experiences, and seating assignments.

Coordinate with Tour Guides to ensure all guest needs are addressed before departing the area.

Conduct daily inventories of tasting room supplies and notify Tour Captains of shortages.

Monitor timing in between tastings to ensure rooms are set before the next tour enters the room.

Clean and polish glasses in between tours.

Open and close the tasting rooms following the posted open/close lists, ensuring at the beginning and end of the day everything is stocked and clean.

What You Bring to the Table

Minimum one year of experience in hospitality, retail or spirits/wine industry.

High school diploma or GED required.

Must be at least 21 years of age.

Flexible schedule, including weekends, evenings, holidays, and special events.

Strong presentation and interpersonal skills.

Ability to provide exceptional customer service.

Ability to work in a fluid and fast-paced environment.

Ability to effectively manage multiple tasks and duties at the same time in a public-facing facility.

Must be able to demonstrate the prioritization of safety and customer service at all times.

Ability to stand and walk for extended periods and occasionally lift or carry materials while working in a fast-paced environment.

Requisition Type:

Employee

Management Level:

Operations

Global Job Level:

T1

Number of Openings Available:

1