Senior Hospitality Manager

Joseph Phelps Vineyards, an iconic luxury wine estate, is seeking a Senior Hospitality Manager to provide strategic leadership and operational oversight for our hospitality team. This role is responsible for delivering exceptional guest, member, and partner experiences that reflect the excellence, warmth, and sophistication of the Joseph Phelps brand. The Senior Hospitality Manager oversees all Guest Center operations, drives revenue growth through hospitality experiences and wine sales, leads and develops a high-performing team, and maintains full accountability for the financial performance and service standards of our hospitality programs.

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.
Under general direction, leads and directs the Hospitality Manager and Estate Ambassador team in support of daily guest experience, retail sales, and operational excellence. Oversees cash flow, expenditures, and revenues through thoughtful budget preparation, monitoring, and reporting. Develops effective staffing plans to maximize efficiency while maintaining best-in-class hospitality standards. Partners closely with the Senior Director of DTC and Marketing and the Marketing team to strengthen brand image, support business goals, and promote Joseph Phelps Vineyards’ wines and experiences.

Serves as the primary Hospitality contact for facility-related maintenance and repair needs within the Guest Center. May represent the winery at external promotional functions and industry events. Remains current on wine industry trends, luxury hospitality best practices, and elevated guest experience standards.

• Lead hiring, onboarding, training, coaching, and performance management for Hospitality Managers, Supervisors, Estate Ambassadors, and hospitality support staff.
• Develop and maintain hospitality training programs, onboarding plans, and performance goals to ensure service excellence, brand consistency, compliance, and employee development.
• Ensure staff certifications remain current, including Responsible Beverage Service (RBS) and Serv Safe requirements.
• Foster cross-functional collaboration and cross-training among Hospitality, Reservations, Events, Club, Customer Service, and Operations teams.
• Conduct performance evaluations, goal setting, compensation recommendations, and disciplinary actions in partnership with Human Resources.
• Develop staffing schedules and ensure appropriate coverage to support business needs and deliver exceptional guest experiences.
• Provide day‑to‑day leadership, coaching, guidance, recognition, and development opportunities for team members.

• Champion an elevated luxury guest experience that reflects the values, quality, and hospitality standards of Joseph Phelps Vineyards.
• Lead all Guest Center operations to ensure seamless execution of hospitality experiences, retail sales, wine club engagement, and guest services.
• Resolve guest concerns promptly and professionally while escalating significant issues as needed.
• Ensure compliance with company policies, guest safety standards, and hospitality regulations.
• Partner closely with Reservations, Events, Club, Marketing, E‑Commerce, and Operations teams to deliver a seamless pre‑arrival, on‑site, and post‑visit experience.
• Support winery events and member experiences by ensuring appropriate staffing, hospitality support, and operational excellence.
• Maintain extensive knowledge of Joseph Phelps wines,…