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Careers at Bacardi

Brand Home Tour and Retail Operations Manager - Angel's Envy

Job Name

Brand Home Tour and Retail Operations Manager - Angel's Envy

Country:

United States of America

City:

Louisville, KY

Function:

Marketing - Communication - PR

Reporting Line:

Brand Home Manager

Job type:

Full time

Lead recruiter:

Michael Stoess

About the role

The Brand Home Tour and Retail Operations Manager is responsible for the operational, financial and managerial aspects of the guest tour program and the retail business area of the Angel’s Envy Brand Home.  

Responsibilities include planning, budgeting and execution of all activities associated with the front of house tour operations of the Brand Home experience, including oversight of the team members, the tour experiences and the retail operations.

The ideal candidate will have experience running a premium visitor experience with outstanding attention to detail and proven success of overseeing the team members, branded merchandise, and operating systems.  

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 experience and their safety.

Responsibilities

  • Work with Brand and Distillery teams to develop tour scripting, bar/tasting programs, retail/bottle shop programs, and ongoing 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 proven inventory processes and excellent cash management procedures.
  • Develop policies and procedures for the ongoing daily operations including but not limited to tasting procedures, tours, events, stock counts, reporting, paperwork and closing.
  • 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.
  • Comply with all federal and state laws regarding the sales of alcohol and the operation of a bar/tasting room and consumer experience.
  • Partner with Brand Home Systems Coordinator for the development, implementation and ongoing changes associated with POS system for tours and retail items.
  • Partner with Beverage 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.

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, retail, and supporting IT systems.
  • Understand and incorporate leading-edge technologies as part of the experience.
  • Directly responsible for all Distillery Guardians (tour guides) and Retail Associates. 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.
  • Responsible for the recruitment, on boarding, motivation, morale, training, and appraisal of members of the Brand Home team.
  • Ensure that on-boarding and training programs are in place to enable staff to complete their jobs properly.
  • Deal with routine enquiries and respond to customer comments and ensure that a positive image of Angel’s Envy remains.
  • Responsible for all 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 inventory of the bottle/gift shop including tracking & monitoring, 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, shop, events, ticket sales etc.
  • Responsible for the commercial success and profitability of the site from tours, gift shop and bottle sales.
  • 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.
  • 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

Functional competencies:
Essential:
  • Leisure led qualification/understanding or experience.
  • Five 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. 

Education and Experience
  • Bachelor’s Degree in a related field and at least 5 years of experience in leadership position in a customer service, sales, or retail industry required.
  • 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.
  • 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.
Work Experience requirements:
Essential:
  • Experience in project/program management with at least 5 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 (banking/stock taking etc.)
  • Proven track record of leading teams to deliver results.
Desirable:
  • Experience working with contractors.
  • Experience in building budgets.
  • Experience in bidding for CAPEX and implementing projects on time and in budget

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.