Manager, Guest Experience Hill Family Estate

Manager, Guest Experience - Mission Hill Family Estate

Job Category
:
Hospitality

Requisition Number
: MANAG
006535

• Posted :
  August 27, 2026
• Full-Time

Showing 1 location

West Kelowna, BC , CAN

Guest Experience Manager

Mission Hill Family Estate, West Kelowna

Lead premium winery hospitality, tasting room, and boutique experiences at one of British Columbia’s exceptional winery estates.

In this role, you will lead a layered guest experience team, including one Assistant Manager and three Supervisors, while providing visible floor leadership across tasting room, boutique, and hospitality areas. You will coach leaders and team members, support wine and merchandise sales, promote Wine Club conversion, oversee boutique presentation, resolve guest concerns, and ensure every touchpoint reflects the professionalism, warmth, and brand standards expected in a premium winery environment.

• Lead the day-to-day execution of premium tasting room, boutique, merchandise, and guest-facing hospitality operations.
• Provide visible floor leadership to support service flow, guest engagement, sales conversion, team communication, and real-time issue resolution.
• Lead, coach, and develop one Assistant Manager and three Supervisors, ensuring clear ownership of daily operations, service standards, sales priorities, guest recovery, and team deployment.
• Ensure tasting experiences are delivered consistently, professionally, and in alignment with winery standards, brand storytelling, and luxury hospitality expectations.
• Oversee boutique and merchandise standards, including wine placement, product displays, signage, pricing accuracy, replenishment, visual presentation, and product availability.
• Support wine sales, merchandise sales, average order value, and Wine Club sign-up goals through active coaching, guest engagement, relationship-based selling, and team accountability.
• Monitor guest flow, reservations, walk-in, wait times, service pacing, VIP visits, and special requests to trust the quality of the guest experience.
• Partner with Wine Club, Marketing, Culinary, Events, Estate Leadership, and other cross-functional teams to ensure guest experiences are thoughtfully planned, well communicated, and effectively executed.
• Lead pre-shift meetings and communication routines to align the team on reservations, VIPs, events, sales goals, product features, service focus areas, and operational updates.
• Manage guest recovery, service concerns, direct feedback, VIP requests, and escalations with professionalism, urgency, discretion, and sound judgment.
• Reinforce responsible alcohol service, health and safety practices, cash handling, inventory accuracy, POS standards, reservation accuracy, and company procedures.
• Use guest feedback, sales results, team observations, and operational insights to improve service delivery, team performance, boutique execution, and guest experience outcomes.

This is an opportunity to help shape the guest experience at a premium winery estate where hospitality, wine, storytelling, and service excellence come together. You will play a key leadership role in building team capability, strengthening guest loyalty, supporting commercial results, and ensuring each guest interaction reflects the quality, warmth, and professionalism of the winery brand.

• 5+ years of progressive experience in hospitality, guest experience, winery operations, tasting room leadership, luxury retail, tourism, sales, or a related guest-facing environment.
• 3+ years of supervisory, assistant manager, or manager experience, including experience leading through supervisors, team leads, or other people leaders.
• Experience leading hourly, seasonal,…