Senior Hospitality Manager

LVMH; Helena (MT); On-site; USD 90,000 - 130,000; Full time

Job summary

Joseph Phelps Vineyards seeks a Senior Hospitality Manager to lead the guest experience and hospitality program with strategic oversight of the Guest Center and related operations.

You will drive revenue growth through hospitality experiences and wine sales, develop a highperforming team, and ensure financial accountability for hospitality programs in a luxury, guest-centric environment.

Qualifications

• Lead hiring, onboarding, training, coaching, and performance management for hospitality staff.
• Develop hospitality training programs and onboarding plans for brand consistency and service excellence.
• Ensure staff certifications (RBS, ServSafe) remain current.
• Foster cross-functional collaboration across Hospitality, Reservations, Events, Club, Customer Service, and Operations.

Responsibilities

• Oversee Guest Center operations, guest services, wine club engagement, and retail sales.
• Manage budgeting, forecasting, cash flow, expenses, and revenue reporting.
• Develop staffing plans and schedules to maximize efficiency and guest satisfaction.
• Partner with Marketing, E‑Commerce, Reservations, Events, and Operations to deliver seamless guest experiences.

Skills

People leadership

Budgeting

Operations management

Staff development

Customer experience

Job description

Joseph Phelps Vineyards, an iconic luxury wine estate, is seeking a Senior Hospitality Manager to provide strategic leadership and operational oversight for our hospitality team. This role is responsible for delivering exceptional guest, member, and partner experiences that reflect the excellence, warmth, and sophistication of the Joseph Phelps brand. The Senior Hospitality Manager oversees all Guest Center operations, drives revenue growth through hospitality experiences and wine sales, leads and develops a high-performing team, and maintains full accountability for the financial performance and service standards of our hospitality programs.

Job responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Under general direction, leads and directs the Hospitality Manager and Estate Ambassador team in support of daily guest experience, retail sales, and operational excellence. Oversees cash flow, expenditures, and revenues through thoughtful budget preparation, monitoring, and reporting. Develops effective staffing plans to maximize efficiency while maintaining best-in-class hospitality standards. Partners closely with the Senior Director of DTC and Marketing and the Marketing team to strengthen brand image, support business goals, and promote Joseph Phelps Vineyards’ wines and experiences. Serves as the primary Hospitality contact for facility-related maintenance and repair needs within the Guest Center. May represent the winery at external promotional functions and industry events. Remains current on wine industry trends, luxury hospitality best practices, and elevated guest experience standards.

Profile

Leadership, Staff Management & Hospitality Operations

• Lead hiring, onboarding, training, coaching, and performance management for Hospitality Managers, Supervisors, Estate Ambassadors, and hospitality support staff.
• Develop and maintain hospitality training programs, onboarding plans, and performance goals to ensure service excellence, brand consistency, compliance, and employee development.
• Ensure staff certifications remain current, including Responsible Beverage Service (RBS) and ServSafe requirements.
• Foster cross-functional collaboration and cross-training among Hospitality, Reservations, Events, Club, Customer Service, and Operations teams.
• Conduct performance evaluations, goal setting, compensation recommendations, and disciplinary actions in partnership with Human Resources.
• Develop staffing schedules and ensure appropriate coverage to support business needs and deliver exceptional guest experiences.
• Provide day-to-day leadership, coaching, guidance, recognition, and development opportunities for team members.

Hospitality Operations & Guest Experience

• Champion an elevated luxury guest experience that reflects the values, quality, and hospitality standards of Joseph Phelps Vineyards.
• Lead all Guest Center operations to ensure seamless execution of hospitality experiences, retail sales, wine club engagement, and guest services.
• Resolve guest concerns promptly and professionally while escalating significant issues as needed.
• Ensure compliance with company policies, guest safety standards, and hospitality regulations.
• Partner closely with Reservations, Events, Club, Marketing, E-Commerce, and Operations teams to deliver a seamless pre-arrival, on-site, and post-visit experience.
• Support winery events and member experiences by ensuring appropriate staffing, hospitality support, and operational excellence.
• Maintain extensive knowledge of Joseph Phelps wines, experiences, history, and brand standards.
• Serve as a wine educator and hospitality ambassador as needed, including conducting tastings, guest experiences, reservations support, and point-of-sale activities.

Additional information

• Drive revenue growth through exceptional hospitality experiences, wine sales, memberships, merchandise, and guest engagement initiatives.
• Maintain accountability for Guest Center financial performance, including budgeting, forecasting, cash flow monitoring, expense management, and achievement of revenue goals.
• Manage retail and hospitality operating budgets while identifying opportunities to improve performance and profitability.
• Monitor sales trends, pricing, and guest preferences, making recommendations to optimize tasting experiences, retail offerings, and revenue generation.
• Oversee wine and merchandise inventory management, including monthly inventory counts, allocations, vintage transitions, and inventory accuracy.
• Manage Commerce7 updates, product launches, system organization, and issue resolution to support operational efficiency and guest service.
• Coordinate printed materials, menus, collateral, promotional assets, and guest-facing communications.
• Partner with Marketing and E-Commerce to select merchandise and retail offerings consistent with the luxury Joseph Phelps brand.
• Ensure compliance with applicable wine shipping laws and hospitality regulations.

Facilities & Operational Excellence

• Oversee facility readiness, cleanliness, organization, and presentation standards throughout all hospitality spaces.
• Coordinate maintenance requests, repairs, and work orders with Facilities, Maintenance, and external vendors.
• Conduct routine inspections to ensure guest-facing areas remain safe, polished, and operationally ready.
• Monitor hospitality equipment, refrigeration systems, glasswashers, service tools, and operational infrastructure necessary to support daily business.
• Ensure tasting rooms, inventory areas, product displays, and retail environments remain fully stocked and maintained to luxury presentation standards.
• Partner with housekeeping, facilities teams, and contractors to maintain attractive, welcoming, and well-maintained spaces.

Supervisory Responsibilities

• Directly supervise Hospitality Managers, Supervisors, and Estate Ambassadors.
• Provide coaching, accountability, performance feedback, professional development, and leadership support to foster a culture of excellence, teamwork, and continuous improvement.
• Perform additional duties and projects as assigned.

Leadership & Team Development

• Lead onboarding, training, and mentoring of team members.
• Gain experience with scheduling, staffing plans, and shift leadership.
• Participate in interviewing, coaching, and performance management activities.

Business & Financial Acumen

• Develop knowledge of budgeting, forecasting, inventory management, and hospitality financial reporting.
• Assist with sales analysis, revenue tracking, and identifying business growth opportunities.
• Build understanding of key hospitality metrics, wine club growth, and retail performance.

Luxury Hospitality & Guest Experience

• Lead VIP, member, trade, and special event experiences.
• Strengthen service recovery and guest relations skills.
• Develop expertise in luxury hospitality standards and personalized service.

Cross-Functional Experience

• Cross-train with Reservations, Club Membership, Events, Marketing, E-Commerce, Customer Service, and Operations.
• Participate in winery events and collaborative business initiatives.
• Gain exposure to retail operations, merchandising, and brand marketing efforts.

Operational & Systems Expertise

• Build proficiency in Commerce7, POS systems, inventory controls, and hospitality technology.
• Participate in process improvement initiatives and operational planning.
• Gain experience overseeing facility readiness and guest-facing environments.

Wine Knowledge & Brand Ambassadorship

• Expand knowledge of Joseph Phelps wines, vineyard history, and luxury wine tourism.
• Develop presentation and public speaking skills through tastings and educational experiences.
• Represent the winery at events, trade functions, and guest engagement opportunities.

Successful candidates for future advancement will demonstrate strong leadership potential, business acumen, exceptional guest service, cross-functional collaboration, and a commitment to upholding the luxury hospitality standards of Joseph Phelps Vineyards.