Guest Services Manager- Woodford Reserve

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

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.

What You Can Expect

• 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.

What You Bring to the Table

• 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.

What Makes You Unique

• 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.