Brown-Forman Guest Services Supervisor in Amatitán, Mexico
The Guest Services Supervisor assists the Homeplace Manager in the marketing and management of visitor activities at Casa Herradura. The position assists in on-site sales and tourism marketing activities, as well assists in the execution of homeplace programs, events, tours, food & beverage, brand team activities, operations and maintenance.
In addition, the Guest Services Supervisor coordinates and plans all guest service activities for the front-of-the-house, tour operations of the Casa Herradura Distillery. Assumes direct responsibility for leading a workforce of hospitality hosts, tour guides, ticketing clerks and tasting hosts, permanent as well as seasonal temporary employees.
Responsible for planning, scheduling budgeting and execution of all activities associated with the front of house tour operations of the Homeplace, including tour guide team management, ticketing, and reception and tasting room management.
Responsible for exceptional customer service and values. Coach for staff success by communicating event goals, business focus and desired outcomes that achieve excellence in visitor experiences.
Works closely with Manager, Homeplace, to develop annual budgets and capital plans.
Assists in the management of hospitality operations in alignment with the overall property image and brand positioning.
Manages the outsourced teams for repair and maintenance of equipment and homeplace facilities. Coordinates daily and weekly with Production teams to resolve common issues.
Manages the daily operation of the Homeplace, facilitating the seamless flow of tours and hosting and entertaining of visitors.
Provides input in the development of annual operating plans and budgets for all Guest Services areas.
Provide an overview to Manager on a weekly/monthly/quarterly basis regarding on-going operational staffing and ticket revenue performance and variances to the budget.
Recruits, trains, supervises and motivates tour guides to ensure that every visitor has a memorable experience, aligned with brand goals. Provides for training and professional development on an ongoing basis.
Manages and properly maintains the tour guide operations and overall scheduling.
Oversees smooth operation and coordination of daily scheduled events, group tours and transient visitor tours. Assist groups while on property, as needed.
Maintains current and accurate Tour Guide Training Manual incorporating new information and procedures on a regular basis.
Prepares monthly tour guide and support staff work schedule based on group bookings.
Develops unique tours to incorporate into existing tour portfolio to enhance the visitor experience (i.e. tech tours, etc.) and encourage return visits to CH.
Develops and updates tour path and program to ensure tour message is consistent with the brand message. Runs changes by Brand Team for final approval.
Serves as Manager on Duty as needed.
Bachelor’s Degree in marketing, business administration or related area with 5-7 years experience with in-depth knowledge of event planning and/or hospitality management.
Demonstrated leadership ability to develop and maintain working relationships within the department and with external partners.
Excellent oral and written skills
Ability to make decisions in ambiguous environments or with limited information.
Ability to juggle multiple priorities with different deadlines with limited supervision.
Brown-Forman, founded in 1870, is a diversified producer and marketer of fine quality beverage alcohol brands. Headquartered in Louisville, KY, Brown-Forman currently employs about 4,000 people and has offices or facilities in 30 cities across the globe. Starting in the mid-1950s, the company began a series of acquisitions that would place it among the top 10 largest spirits companies in the world, selling its brands in more than 135 countries across the globe. These include many of the most well-known and best-loved wines and spirits brands, including Jack Daniel’s, Finlandia Vodka, Old Forester, Woodford Reserve, Herradura and el Jimador Tequilas, and Korbel champagnes. For more information about the company, please visit http://www.brown-forman.com.
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Brown-Forman Corporation is committed to equality of opportunity in all aspects of employment. It is the policy of Brown-Forman Corporation to provide full and equal employment opportunities to all employees and potential employees without regard to race, color, religion, national or ethnic origin, veteran status, age, gender, gender identity or expression, sexual orientation, genetic information, physical or mental disability or any other legally protected status.
Business Area: Global Marketing
Req Type: Exempt