Guest Experience Manager

Tasting & Tap Room Expo; Napa (CA); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Salary reviewed with experience

PTO and holidays

401K match

Health benefits

Phone allowance

Wine allocations + employee discounts

Job summary

Clos du Val in Napa, CA is seeking a Guest Experience Manager to lead the Hospitality team—Estate Hosts, Events, Culinary, Guest Relations, and Support—to deliver world-class guest service and achieve sales targets. You will recruit, mentor, and coach staff, set daily routines, and align cross-functional partners to elevate the guest journey and brand experience.

You will drive event revenue, grow wine club engagement, and manage operations for Hirondelle House, ensuring safety and brand

Qualifications

• Extensive leadership experience in hospitality/guest services.
• Excellent verbal and written communication with guests and staff.
• Ability to train, coach, and develop a multi-team hospitality group.

Responsibilities

• Lead the full Hospitality organization including Estate Hosts, Events, Culinary, Guest Relations, and Hospitality Support.
• Drive sales, event revenue, and operational excellence for Clos du Val.
• Conduct interviews, mentor staff, and provide ongoing coaching.
• Facilitate daily lineups and weekly hospitality meetings to align departments.
• Cultivate a culture of trust, morale, and cross-departmental collaboration.
• Ensure Clos du Val brand ambassadors deliver exceptional guest service and sales behavior.
• Monitor workload balance and resolve conflicts to sustain a healthy team culture.

Skills

Leadership

Communication skills

Team building

Negotiation

Cross-functional collaboration

Problem solving

Organization

Presentation skills

Driver's license

Tools

Microsoft Office

VIP

Concur

Job description

Founded in 1972, Clos du Val is a third-generation, family-owned winery in the heart of Napa Valley's Stags Leap District. With a focus on crafting fresh, elegant, and timeless Bordeaux-inspired wines, the core ethos of Clos du Val is the beauty of blended expressions.

A critical leadership role within our hospitality team, the Guest Experience Manager is the keystone of our guest experience, leading the full Hospitality organization to deliver a world-class guest experience while driving sales, event revenue, and operational excellence for Clos du Val. The ideal candidate will exemplify our core values of collaboration, respect, and integrity while leading a team to produce results and deliver world-class hospitality.

This role is, first and foremost, a people leadership role. The ability to unify Estate Hosts, Events, Culinary, Guest Relations, and Hospitality Support into one cohesive, values-driven team is central to the role's success. We are looking for a manager who builds genuine team culture - trust, morale, shared purpose, and cross-departmental camaraderie - especially with the Wine Club team.

Working in collaboration with the VP Sales & Marketing, this role holds direct management of the Hospitality team - including Estate Hosts, Events, Culinary, Guest Relations, and Hospitality Support - and is responsible for achieving sales strategies and goals, wine club membership growth, email acquisition, and annual event revenue targets, while ensuring the daily operation of the Hirondelle House runs safely, efficiently, and to brand standard. This role works cross-functionally across the business to communicate key initiatives, elevate area

What You'll Be Doing

• Serve as the primary culture-builder for the Hospitality organization, actively unifying Estate Hosts, Events, Culinary, Guest Relations, and Hospitality Support - distinct departments with different rhythms and priorities - into one connected team with shared identity and purpose.
• Grow and lead the full Hospitality organization, including the Estate Host team, the Events, Culinary & Guest Relations team, and the Hospitality Support team (Housekeeping, Dishwasher).
• Conduct hiring interviews, mentor, train, and provide in-the-moment coaching and biweekly 1:1s to develop team members, invest in their growth, and meet goals.
• Facilitate and lead daily lineups and weekly Hospitality meetings, setting the tone and pace for the team and creating consistent touchpoints across departments.
• Build trust and open communication across the team; proactively manage conflict, morale, and workload balance to sustain a healthy, motivated team culture.
• Recognize and celebrate individual and team wins; create rituals and moments that reinforce a sense of belonging and shared pride across all hospitality functions.
• Ensure the entire Hospitality team conducts itself as Clos du Val brand ambassadors, demonstrating exceptional guest service and focused sales behavior.
• Foster team member commitment to exceptional service; participate in daily stand-up meetings and model desired service behaviors in all guest and team interactions.

We're Looking for Someone Who:

• Strong code of ethics and high level of integrity
• An energetic self-starter who has demonstrated an ability to communicate, work with and lead others in a fast-paced environment
• Works cooperatively as a member of a team (functionally, cross-functionally, across both the winery and distributor) and is committed to the overall team objectives rather than own interests.
• Actively learns from own failures and successes and those of others.
• Is honest in opinions and takes responsibility for his/her actions.
• Acts to the values of the Dynamic standards of Clos du Val.
• Excellent verbal and written communication skills required.
• Strong persuasive presentation skills, including the ability to speak before large audiences both internally and externally, required.
• Must possess strong negotiation and mediation skills with the ability to influence and motivate others to meet objectives under sometimes-restrictive timelines.
• Strong analytical skills required. Ability to develop customer / distributor strategies, programs, and promotions based on competitive data to meet overall company objectives while meeting customer needs essential.
• Excellent organization skills, multi-tasking, and project management skills required, including the ability to manage multiple competing priorities essential.
• Computer proficiency in Microsoft Office (Word, Excel, PowerPoint), VIP, Concur.
• Valid driver’s license required

About Clos du Val

Clos du Val is an iconic brand that offers a unique story connected to the history of Napa Valley. The Clos du Val portfolio is focused on crafting elegant and balanced Bordeaux-style wines. Over the last half of a century, Clos du Val has seen three generations of Goelet family ownership. The winery is now held by John and Henrietta's six grandchildren, including our CEO, Olav Goelet. We are singularly focused on producing the highest quality wines and promoting them through a committed distributor network to passionate restaurateurs and retailers.

Perks & Compensation

• Salary: $90,000 - $115,000 depending on experience
• Potential Annual performance bonus based on sales KPIs
• PTO, holidays, 401K match and health benefits
• Phone allowance
• Wine allocations + employee discounts