Winery Retail Supervisor - Full-Time

BWM Biltmore Workforce Management; Asheville (NC); On-site; USD 40,000 - 48,000; Full time

Job summary

Biltmore is seeking a Retail Supervisor to guide staff performance, schedule, and guest service across the shop floor. The role involves inventory oversight, training, and maintaining a clean, on-brand environment at the Asheville estate.

Main duties include staffing, POS operation, and ensuring high guest satisfaction while supporting the Retail Leadership team in daily operations.

Qualifications

• High School diploma or GED; some college preferred.
• Three years of related retail management experience ideal in an upscale setting.
• Demonstrated commitment to world-class guest service and leadership.
• Excellent interpersonal and communication skills with professional demeanor.
• Proactive, initiative-taker with good judgment and problem-solving ability.
• Strong planning, organizational, and time management skills.
• Proficiency with Microsoft Word, Excel, and Outlook; learn POS systems quickly.

Responsibilities

• Ensure staff meet guest service standards and brand experience.
• Motivate staff through praise, recognition, and example setting.
• Maintain product knowledge and monitor store inventory and merchandise.
• Manage opening and closing procedures.
• Oversee shop cleanliness and organization.
• Ensure adequate staffing to move guests efficiently and boost sales.
• Participate in hiring, coaching, and ongoing training of employees.
• Handle escalated guest service recovery issues.

Skills

Leadership

Guest service

Interpersonal skills

Communication

Time management

Planning & organization

Problem solving

Initiative

Education

High School diploma

Some college preferred

Certifications/training preferred

Tools

Microsoft Word

Excel

Outlook

Biltmore POS system

Job description

Job Description The starting salary range for this position begins at $44,000 annually and is based on qualifications and relevant experience above the minimum requirements. Evening, weekend, and holiday availability is required.

Job Summary

The Retail Supervisor is responsible for monitoring and guiding staff performance, development, and scheduling; ensuring world-class guest service; managing floor operations; overseeing sampling; maintaining a clean, presentable shop; and assisting with the ordering and maintenance of shop inventory. The incumbent will also provide general assistance and support for the Retail Leadership team, employees, and guests.

Essential Job Duties

• 1. Ensures staff maintain company guest service standards, ensuring a seamless and on-brand guest experience.
• 2. Motivates staff through praise, recognition, encouragement, and leads by example.
• 3. Maintains high levels of product knowledge and merchandise availability while ordering and monitoring store merchandise and inventory.
• 4. Manages opening and closing procedures.
• 5. Oversees the cleaning/organization of the shop.
• 6. Ensures adequate staffing to move guests quickly through lines, thus increasing sales and guest satisfaction.
• 7. Contributing decision maker in hiring, coaching, and ongoing training of employees.
• 8. Handles escalated guest service recovery issues.

Additional Responsibilities

• 1. Assists with processing weekly inventory adjustments for store merchandise and plants.
• 2. Reviews daily sales reports, mail orders, cash over/short reports, and bank deposits.
• 3. Assists Manager in the creation, implementation, and detail of standard operating procedures while making continuous contributions to the improvement/efficiency of shop procedures.
• 4. Provides general assistance and support for the department, leadership, and the company as required.

Qualifications

• 1. High School diploma (GED); some college preferred. Additional training, education, and/or certification(s) preferred.
• 2. A minimum of two (2) years of progressive retail sales experience. Equivalent combination of education/experience considered. Ideal candidate will have three (3) years of related retail management experience in an upscale setting.
• 3. Demonstrated commitment to delivery of world-class internal/external guest service; proven leadership skills; ability to build/develop/motivate teams.
• 4. Exceptional interpersonal and communication skills; conveys information effectively and clearly; handles a variety of guest service issues professionally.
• 5. Ability to be proactive, take initiative, and exercise good judgment; creatively problem solves; anticipates/troubleshoots.
• 6. Excellent planning, organizational, and time management skills; prioritizes work, adapts, multi-tasks; focuses on quality and service; keen attention to detail.
• 7. Proficiency with Microsoft Word, Excel, and Outlook; quickly learns Biltmore's POS system, protocols, products/services.

Physical Requirements

• 1. Travel between various Retail locations on the Estate may be based on assignment. Must have a valid driver's license and must be at least 18 years of age.
• 2. Some outlets are inside historic structures where climbing stairs might be necessary; other outlets may involve working indoors as well as outside with fluctuations in temperature and conditions.
• 3. 85% of time spent walking or standing.
• 4. Should be able to kneel, stoop, bend, crouch, and reach overhead and below.
• 5. Lifting up to 25 pounds frequently, and up to 50 pounds, on occasion.
• 6. Ability to climb ladders and stairs as needed.
• 7. High energy level and ability to work in an ever-changing environment.

Biltmore is interested in people who strive for excellence; who are committed to working together, supporting each other, and sharing a sense of stewardship to protect this special place. Our employees shape and enrich extraordinary experiences for guests, using judgment and skills based on our Vanderbilt-inspired legacy of hospitality. We invite you to join our dedicated team.

An offer of employment is conditional upon the result of a security background check, reference checks, and—for certain positions—a drug screen, a physical examination, credit report, and/or driving record report prior to the commencement of employment.