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 ensuring every guest, member, and partner interaction reflects the excellence, warmth, and elevated service standards of Joseph Phelps Vineyards. Leads the team in delivering best-in-class hospitality, driving retail and experience revenue, and executing all aspects of a refined luxury guest experience.

Directly manages the Estate Ambassador team, Hospitality Manager, and Supervisors, with full P&L responsibility for the Guest Center, including wine sales, non-wine sales, and experience bookings.

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.

• Leads the interviewing and hiring process for Estate Ambassadors, Hospitality Managers, and hospitality support staff in coordination with management and Human Resources

• Develops, maintains, and oversees hospitality training programs, materials, and 30-, 60-, and 90-day goals to support team development, consistency, brand alignment, and service excellence
• Maintains up-to-date training certification information for all Hospitality staff in Responsible Beverage Service and Serve Safe Food Handling Training

• Oversees cross-training and collaboration with Customer Service, Events, and Reservations to strengthen continuity, staffing support, and service excellence across guest-facing teams

• Schedules and conducts 30-, 60-, and 90-day reviews, annual performance reviews, and year-end bonus reviews for direct reports, including goal setting and timely follow-up in the RISE module
• Makes thoughtful recommendations for salary increases and discretionary bonus awards, in alignment with performance and company guidelines
• Addresses performance or disciplinary matters in coordination with Human Resources, ensuring clear communication, timely documentation, appropriate follow-up, and alignment with company guidelines

• Coordinates schedules and staffing coverage to ensure seamless hospitality operations, appropriate backup support, and an elevated guest experience

• Assigns duties, monitors quality of work, and ensures the team operates in accordance with organizational policies, procedures, service standards, and applicable regulations
• Provides day-to-day leadership, guidance, coaching, and recognition to direct reports while identifying opportunities for continued improvement and growth

• Champions an exceptional, luxury-level guest experience and ensures each visitor interaction reflects the warmth, professionalism, and quality of Joseph Phelps Vineyards
• Resolves guest concerns promptly and thoughtfully, ensuring timely follow-up, full resolution, and communication of significant issues to the Senior Director of DTC and Marketing
• Ensures consistent adherence to Joseph Phelps Vineyards policies, including policies related to pets, guests under 21 years of age, smoking, and other guest safety and compliance standards
• Oversees systems and tools that support guest visits, tastings, retail sales, reservations, point-of-sale activity, security, audio/visual needs, and daily hospitality operations
• Oversees monthly wine and non-wine inventory, working closely with E-Commerce and Operations to manage inventory accuracy, vintage changes, and library and large-format wine allocations
• Supports winery events in close collaboration with the Events Manager, ensuring seamless execution,…