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Bacardi

Careers at Bacardi

Brand Home Tour Experience Manager

Job Name

Brand Home Tour Experience Manager

Country:

United States of America

City:

Louisville, KY

Function:

Finance - Administration

Reporting Line:

Brand Home Manager

Job type:

Full time

Lead recruiter:

Kimberly Lowery

About the role

Your Opportunity

The Brand Home Tour Experience Manager is responsible for the operational, financial, and managerial aspects of the Guest Tour and Bottle Your Own (BYO) program of the Angel’s Envy Brand Home.

Responsibilities include hiring, training, planning, budgeting, and execution of all activities associated with the tour operations of the Brand Home experience, including managing people and tour experiences.

The ideal candidate will have strong experience leading a high functioning team with outstanding attention to detail and proven success of overseeing the team members and consumer tour experiences.

This role will lead, develop, and grow the consumer educational experience as well as develop strategies for the ongoing annual growth. Responsible for the visitor’s experience and their safety.

Responsibilities

With our Consumer at the heart, your key focus will be to:
  • Work with Brand and Distillery teams to develop all tour and BYO scripting and ongoing marketing and safety training programs to maintain consistency of message and ensure proper cross-training of staff to allow optimal consumer experience and cost-effective operations.
  • Lead and drive excellent cash management procedures.
  • Develop policies and procedures for the ongoing daily tour operations including but not limited to opening and closing the brand home tour path, tasting procedures, tour protocol, reporting, paperwork etc.
  • Oversee the financial objectives through managing budgets and P&L adherence.
  • Work with Sales, Events and Marketing Manager to develop new programming opportunities to increase the overall consumer experience, visitor count, and depth of purchase ensuring adherence with all state and federal laws.
  • Work with Retail/Ecommerce Manager for team sales training and product knowledge.
  • Comply with all federal and state laws regarding the sales of alcohol and the operation of a bar/tasting room and consumer experience.
  • Work with Production team members to ensure tour path and all processes and procedures while in production areas are followed. Use Management of Change (MOC) documents and risk assessments to implement updates and changes.
  • Partner with IT for development, implementation and ongoing changes associated with POS system for tours.
  • Partner with Bar Manager for guest experiences and tasting room coordination.
  • Liaison with Sales, Events and Marketing Manager for development of tourism marketing plans, strategies and new retail products.
  • Ensure Brand Home spaces are always well-maintained, clean and welcoming.
  • Ensure all paperwork is completed and reviewed related to all sales and government documentation.
  • Adhere to all company policies regarding health and safety, environmental, and quality standards.
  • Work with our production team members to ensure good communication and employee/vendor/guest safety.
  • Establish good vendor relationships with all business partners.
  • Write and implement Standard Operating Procedures (SOPs) for successful business operations.
  • Responsible for visitor incident reporting and follow up within our organization.
The Attraction/Engagement
  • Responsible for the smooth operational management of the site ensuring the highest possible standards of security, cleanliness, and appearance throughout the attraction and that all departments are working together to ensure a smooth and efficient operation for all visitors, employees and other stakeholders.
  • Ensure visitor satisfaction is maintained at the highest possible level by ensuring that the experience includes high-quality, efficient, courteous and helpful service to visitors and customers in all areas.
  • Handle all staff training and customer service expectations, including oversight of training system and maintaining quality levels required.
  • Have a fundamental understanding of the key importance of excellence in customer experience and hospitality.
  • Oversee daily Brand Home operations, including all aspects of consumer experience: experiential, operational and supporting IT systems.
  • Understand and incorporate leading-edge technologies as part of the experience.
Operational Management
  • Directly responsible for all Distillery Guardians (tour guides). Ensure all staff are ‘on brand’ for example: clean, tidy and wearing correct full uniform where applicable and ensure all are portraying the correct public image that is expected of employees and ambassadors of Angel’s Envy.
  • Train and monitor the Distillery Guardians’ performance and write and manage the employee schedules, making sure that adequate staff to oversee the smooth and safe  operation of the Brand Home. Proven leadership managing multiple employee types with strong skills including scheduling, directing, providing feedback, and following up.
  • Responsible for the recruitment, on boarding, motivation, morale, training, and appraisal of members of the Brand Home Distillery Guardian team.
  • Ensure that on-boarding and training programs are in place to enable staff to complete their jobs properly.
  • Deal with routine enquiries and work with Sales, Event and Marketing Manager to respond to customer comments and ensure that a positive image of Angel’s Envy remains.
  • Responsible for all supply stock on-site, and systems of management thereof.
  • Ensure that all areas are adequately staffed, working with the Events team for event needs.
  • Ensure that all areas of the Brand Home, property, and money are secured correctly and safely at the end of the day.
Fiscal Management
  • Lead the process of financial management of operating budget, operations and reporting to the Brand Home Manager regularly, as well as monthly reporting.
  • Responsible for the operation of effective cost control measures to ensure the maximum profitability from all sources of income – tour admissions, ticket sales etc.
  • Responsible for the commercial success and profitability of the site from tours. Work with Retail Manager for retail training.
  • Responsible for staff labor budgets and schedules, monitoring and reporting variances to Brand Home Manager.
Compliance and Protection
  • Ensure that Angel Envy’s visitor center complies with all corporate governance and EHS licensing legislation.
  • Ensure the Brand Home operates within internal Bacardi guidelines, and EHS systems/protocol.
  • Oversee and act as a Designated Premises Supervisor for all alcohol sales and sampling, adhering to all legal recommendations by the local authority and upholding Bacardi’s strong stance to the responsible consumption of alcohol.
  • Responsible for productive two-way communications and team member compliance while in production areas. Works closely with production managers and staff to ensure Brand Home team members are abiding and following distillery rules while taking guests in and out of production areas on tours.
Financial Management
  • Oversee all daily cash and banking responsibilities and systems of accountability (daily floats, safe checks, etc.).
  • Adhere to all operating budgets as set by the Brand Home Manager.
Compliance and Protection
  • Ensure that the Health & Safety at Work regulations are enforced and that all regulations regarding the safety of the public and staff are adhered to.
  • Ensure that the Accident Book is kept up to date.
  • Ensure that all staff are trained to conduct their jobs in a safe manner, which may include the safe use of equipment, storage of materials, protection of vulnerable customers, and staff alike.
  • Ensure that all relevant certification and documentation is in place and displayed where necessary.
Other Duties
  • To assist the other Managers with the organization and smooth operation of any functions or events taking place within the business.
  • To build and maintain relationships with key stakeholders of the Company including any agencies with whom we work.
  • To do any other reasonable duty as required by the Brand Home Manager, in accordance with the needs of the business.
  • Must be prepared to work flexible hours, including weekends and Holidays.

Skills and Experience

The Skills & Experience needed to create your legacy

Functional competencies:
  • Essential:
    • Leisure led qualification/understanding or experience.
    • Three years operational running of a similar business preferably in a hospitality or tourism sector.
    • Proficiency of Microsoft tools including Excel, Word, Outlook, and PowerPoint.
    • Highly organized and comfortable working within a team and on own initiative.
    • Professional presence.
  • Desirable:
    • Previous project management experience or relevant qualification.
    • Previous change management experience or relevant qualification.
    • Knowledge of experiential visitor attractions or leisure led qualification.
    • Proven experience in managing people, processes, projects and change management in a leisure lead setting.
    • Experienced in liaising with and across a variety of sectors at all levels.
    • Confident and endearing personality.
Work Experience requirements:
  • Essential:
    • Experience in project/program management with at least five years of people management.
    • Experience of centers, attractions and leading leisure facilities.
    • Knowledge of Health and Safety requirements within the workplace and the events industry.
    • Experience in operational system set-up and management for all daily activities like schedules and run of shows.
    • Proven track record of leading teams to deliver results.
  • Desirable:
    • Experience working with contractors.
    • Experience in bidding for CAPEX and implementing projects on time and in budget.
    • Experience in building and tracking budgets.
Education and Experience
  • Bachelor’s Degree in a related field and at least three years of experience in leadership position in a customer service or business operation.
  • Excellent communication skills - written and verbal.
  • Excellent analytical, troubleshooting and innovative problem-solving skills.
Key Competencies
  • Self-starter.
  • Able to lead people & manage for results with a positive and motivational attitude and good interpersonal skills.
  • Able to create a positive work environment focused on talent retention and minimal turnover.
  • Able to participate in planning and must have good organizational skills.
  • Able to prioritize and maintain focus in a fast-paced environment.
  • Willingness to work necessary overtime as required.
  • Ability to be flexible on a daily basis to meet the needs of the business.
  • Must be able to work well in a team environment.
  • Able to embrace change and adapt quickly.
  • Positive attitude and demeanor.
  • Knowledge of the bourbon industry preferred.
  • Must be able to interact throughout the experience daily having ability to stand for up to 8 hours and ability to lift 50 pounds if required.

Our culture

We share the passion and entrepreneurial flair of our founder and are guided by our three culture pillars - Fearless, Family and Founders, they inspire our Primos to be the best they can be and drive us forward in all we do. But what does this mean?

·       Being Fearless; means adopting an agile mindset, being comfortable trying new things and taking risks. We are empowered to question, challenge and innovate.

·       Family; We treat each other, and our communities, like Family. Always.

·       Founders; The spirit of entrepreneurship is at the heart of everything we do. We see the business as if it’s our own. We do the right thing for the business and we all take accountability for our work.

When you join Bacardi, you become part of our family and gain more than just a job.


Disclaimer: Bacardi is an equal opportunity employer that values workforce diversity. Diversity is core to our business: by embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success and growth. The duties and responsibilities described in the role profile might not be a comprehensive list.