Guest Experience Director – Tours & Visitor Center

Brown-forman; Montgomery (AL); On-site; USD 60,000 - 85,000; Full time

Job summary

Brown-Forman Woodford Reserve Distillery is seeking a Guest Services Manager to coordinate all front-of-house operations at the Welcome and Visitor Center. You will lead a diverse team of tour guides and hospitality staff, manage ticketing, scheduling, and guest relations, and work with managers to improve the visitor experience.

The role involves overseeing daily tours, staffing, and collaborations with Bar and Retail managers, with a focus on hospitality excellence and brand-aligned programs.

Qualifications

• Bachelor’s degree and 3–5 years in hospitality/meeting planning.
• Customer-centric mindset with commitment to outstanding service.
• Ability to lead in a team-based environment and manage relationships with guests, team and vendors.
• Excellent communication and interpersonal skills for rapport and positive relations.
• Multitask, prioritize and work under pressure in a fast-paced setting.
• Proven leadership and organizational skills with scheduling and feedback abilities.

Responsibilities

• Manage daily operation of the Guest Services team, tours, hosting and visitor entertainment.
• Lead and train guest services staff, set performance expectations and develop talent.
• Oversee guest relations, address inquiries and complaints promptly to exceed expectations.
• Contribute to annual operating plans, monitor budgets and strategize to maximize guest experience and revenue.
• Coordinate tour operations, scheduling, ticketing and reception in the Welcome and Visitor Center.
• Develop and update tour programs to align with brand messaging and Master Distiller guidance.
• Track visitor counts and feedback, and report on metrics and variances.

Skills

Leadership

Customer service

Communication

Team management

Scheduling

Staff development

Education

Bachelor’s Degree in related field

Master’s Degree in Business or hospitality (nice to have)

Job description

Brown-Forman Woodford Reserve Distillery is seeking a Guest Services Manager to coordinate all front-of-house operations at the Welcome and Visitor Center. You will lead a diverse team of tour guides and hospitality staff, manage ticketing, scheduling, and guest relations, and work with managers to improve the visitor experience.

The role involves overseeing daily tours, staffing, and collaborations with Bar and Retail managers, with a focus on hospitality excellence and brand-aligned programs.