Cline Cellars Tasting Room Manager - Cline Family Cellars

SUMMARY
Cline Family Cellars is seeking a dynamic and customer-focused Tasting Room Manager to oversee all aspects of our tasting room operations. This role requires a dedicated leader who is passionate about providing exceptional hospitality, driving profitability, and ensuring the highest standards of service. The Tasting Room Manager will work closely with the VP of DTC & Marketing to implement strategies that enhance customer experience, drive sales, and maintain operational efficiency. A key part of the role is fostering a positive, enthusiastic team environment that supports brand loyalty and delivers an unforgettable visitor experience.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Leadership & Team Development: Hire, onboard, and train new team members ensuring sufficient staffing seasonally. Lead and motivate Tasting Room staff to ensure they are knowledgeable about our brand, products, winemaking techniques. Train in depth on our POS processes, and processes on signing up new members, fulfilling club orders, and collecting customer contact information. Promote a positive, team-oriented culture that encourages collaboration and growth. Continuously provide feedback and development opportunities to encourage team members’ growth and retention.
• Hospitality Excellence: Ensure all guests receive the highest level of hospitality, creating memorable experiences that drive customer loyalty. Be proactive in addressing guest needs and anticipating requests to enhance their visit. Provide exceptional service and tailored experiences for VIP, trade, and other high-profile guests in collaboration with marketing and wholesale teams.
• Sales & Profitability: Oversee daily sales and implement strategies to drive revenue and profitability in the tasting room channel. Cultivate relationships with local tour operators to create repeat business, and effectively train team on wine club sales tactics, hitting monthly sign-up goals. Maximize use of reservation systems to ensure healthy and growing visitation.
• Operational Efficiency: Ensure smooth day-to-day operations of the tasting room, including training on opening and closing procedures, inventory management, and POS system usage. Continuously assess operational practices to maximize efficiency, reduce costs, and improve guest experience.
• Inventory Management: Maintain accurate inventory of wines, merchandise, and food, ensuring proper ordering, organization, and physical inventory counts. Collaborate with vendors and other departments to ensure inventory levels meet demand without excess and merchandise adheres to brand standards.
• Marketing: Work alongside Event and Marketing department to create and execute events that enhance guest experience and increase sales. Stay current with brand initiatives and ensure they are integrated into daily operations and implement new ideas.
• Customer Relations & Conflict Resolution: Handle customer inquiries and concerns professionally and effectively. Ensure staff is trained to resolve any customer issues with empathy and efficiency. Escalate matters as needed to the HR Director or VP.
• Wine Club & Direct-to-Consumer Sales: Be well-versed in Wine Club programs, benefits, and procedures. Provide exceptional customer service to wine club members, helping them with sign-ups, order fulfillment, renewals, and inquiries.
• Flexibility & Adaptability: Work a flexible schedule, including weekends, holidays, and occasional evenings, to meet the needs of the business. Adapt to changing priorities and find creative solutions to challenges as they arise.
• Reporting: Regularly report on sales, staff performance, inventory levels, and guest feedback to the VP of DTC & Marketing. Collaborate with other departments to ensure cohesive brand messaging and operational alignment.
• Systems and Processes: Maintain and master tasting room systems (NAV, Commerce7, ShipCompliant, Tock, maintain online web shop, etc.). ADP Payroll processing bi-weekly. Uphold OSHA standards, and maintain Responsible Beverage Certification and Food Handlers Card.
• Wine & Brand Knowledge: Develop and maintain in-depth knowledge of Cline Family Cellars' wine offerings, history, winemaking techniques, and brand values. Use this knowledge to educate and engage tasting room staff, and guests, ensuring they leave with a deeper understanding and appreciation of our products and the Cline brand.

QUALIFICATIONS:
Experience, Knowledge, and Skills

• Excellent verbal, written and interpersonal communication skills, with good presentation skills.
• Strong organizational skills and attention to detail.
• Ability to manage with constantly changing priorities.
• Strong proficiency with Commerce7, Hubspot, NAV, and Tock a plus.
• Proficiency in Microsoft Word, Excel and Outlook and experience with POS systems.
• Ability to work a flexible schedule including weekends, holidays and occasional evenings.

Physical Demands

• Must be able to stand on feet up to 8 hours, climb stairs, bend, twist, and work in a small area with other employees.
• Must be able to work outdoors at various outdoor tasting locations.

Benefits and Perks

• Medical, Dental, Vision
• Life Insurance
• FSA (Flexible Spending Accounts)
• 401k Matching
• PTO (Paid-Time-Off)
• Paid holidays

Salary: $75,000 - $85,000/annually (Depends on Experience)

Cline Cellars provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

NOTICE TO THIRD PARTY AGENCIES
Please note that we do not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.