Guest Services Manager- Woodford Reserve

Meaningful Work From Day One

Coordinates and plans all guest service activities related to operations, including labor and budgets for the Visitor experience for Woodford Reserve Distillery. Assumes direct responsibility for leading a diverse workforce of hospitality team members (tour guides and tasting guides), permanent as well as seasonal temporary employees. Responsible for planning, budgeting and execution of all activities associated with the front of house tour operations of the Welcome and Visitor Center, including tour guide team management, ticketing, reception, and tasting rooms.

• Manages the daily operation of the Guest Services team, facilitating the seamless flow of tours, hosting and entertaining of visitors.
• Ensures a high level of hospitality by leading and motivating the guest services team, setting performance expectations and providing ongoing training and development.
• Oversees guest relations, addressing inquiries, concerns and complaints in a timely and professional manner, aiming to exceed guest expectations.
• Provides input in the development of annual operating plans, monitors financial performance, manages budget and identifies strategies to maximize guest experience in tandem with increasing revenue and profitability.
• Provides an overview to Homeplace Manager on a weekly, monthly and quarterly basis regarding ongoing operational staffing, ticket revenue performance and variances to the budget.
• Recruits, trains, supervises and motivates Tour Guides and Tour Captains to ensure that every visitor has a memorable experience, aligned with brand goals.
• Manages and properly maintains the tour guide operations and overall scheduling.
• Prepares monthly tour guide and support staff work schedule based on group bookings.
• Oversees smooth operation and coordination of daily scheduled events and group tours, assisting groups while on property as needed.
• Manages inventory of operating supplies and ensures the team is set up for success based on seasonality.
• Maintains current and accurate Woodford Reserve Distillery Tour Guide Training Manual incorporating new information and procedures on a regular basis.
• Assists in the development of unique tours to incorporate into the existing tour portfolio to enhance the visitor experience (e.g., heritage tours) and encourage repeat visits to Woodford Reserve Distillery.
• Develops and updates tour path and program to ensure the tour message is consistent with the brand message; reviews changes with Master Distiller and Brand Team for final approval.
• Tracks daily visitor counts and manages visitor count reporting.
• Monitors guest feedback and satisfaction metrics, implementing improvement initiatives based on feedback and trends.
• Responsible for the online reservation system, credit card/cash management process and serves as the primary point of contact with the online booking software provider.
• Serves as Manager on Duty when needed (weekend rotation is required).
• Maintains relationships with tour partners, vendors and suppliers.
• Leads distillery tours and Personal Selection experiences.
• Coordinates with Woodford Reserve Homeplace Manager, Bar Manager, and Retail Manager for the implementation of strategic initiatives.
• Stays updated on industry trends and best practices in the bourbon tourism field, continuously seeking opportunities to enhance guest experiences.

• Bachelor’s Degree in a related field and a minimum of 3-5 years in hospitality and/or meeting planning; or an appropriate combination of education and experience.
• A customer‑centric mindset with a commitment to delivering outstanding customer service and a passion for creating memorable guest experiences.
• Ability to lead in a team‑based environment and manage all relationships within Guest Services.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with guests, team and vendors.
• Ability to multitask, prioritize and work under pressure in a fast‑paced environment.
• Proven leadership and organizational skills managing a diverse team with strong scheduling, directing and feedback‑giving abilities.

• Post‑graduate degree (Master’s Degree in Business or a hospitality‑related field of study).
• Consumer brand homeplace experience.
• Knowledge of the Brown‑Forman organization and its business.
• Familiarity with revenue management strategies, financial analysis and cost control.
• Knowledge of local attractions, events and points of interest to assist guests effectively.
• Strong problem‑solving abilities and decision‑making skills.