Brown-Forman BenRiach and GlenGlassaugh Supervisor in Aberdeenshire, United Kingdom
Responsible for day - to - day management of visitor centre operations at BenRiach and GlenGlassaugh Distilleries maintaining a highly professional and welcoming environment for all visitors, overseeing the delivery of a high level of customer service. Coordinates, plans and executes all activities associated with the front of house tour operations of the Visitor Center, including tour guide team management, ticketing, reception and tasting room.
Manages the daily operation of the Visitor Center, facilitating the seamless flow of tours and hosting and entertaining of visitors.
Provides input in the development of annual operating plans and budgets for all Guest Services areas.
Provide an overview to Manager on a weekly/monthly/quarterly basis regarding on-going operational staffing and ticket revenue performance and variances to the budget.
Recruits, trains, supervises and motivates tour guides to ensure that every visitor has a memorable experience, aligned with brand goals.
Oversees smooth operation and coordination of daily scheduled events, group tours and transient visitor tours ensuring the day-to-day consistency and quality of experience at every customer touch point.
Responsible for ongoing quality assessment and improvement in all customer-facing areas, working with Visitor Experience Manager to review service standards and maintain facilities.
Maintains current and accurate Training Manual incorporating new information and procedures on a regular basis, providing regular training and mentoring on new products or changes in operations.
Prepare monthly work schedule based on group bookings.
Work with management team to develop, implement, and maintain robust Standard Operating Procedures for visitor centre operations.
Work with Visitor Experience Manager and Brand Team to develop tour content and experience
Develops and updates tour path and program to ensure tour message is consistent with the brand message. Runs changes by Visitor Experience Manager and Brand Team for final approval.
Work with Visitor Experience Manager to support effective communication and team culture.
Required Experience & Education:
High School/GED/Secondary School;
Minimum 5 years experience in a similar role in distillery visitor center, spirits/wine industry, or hospitality industry
Ability to work work independently with little direction
Demonstrated ability to complete workload within designated time and high level of accuracy with little supervision.
Excellent communicator and interpersonal skills
A team player who demonstrates a partnering attitude and capability. This will be a small staff, must be willing to jump in and do what needs to be done.
Flexible and adaptable to changing workloads
Availability to work weekends and holidays
Demonstrated ability to develop and maintain effective working relationships with internal employees as well as external business partners.
Action oriented; responds in a timely and effective manner to business issues and opportunities.
Highly organized; is capable of meeting multiple deadlines and juggling multiple projects.
Preferred Experience & Education:
Have an in-depth knowledge of our industry and experience supervising others.
Brown-Forman Corporation is committed to equality of opportunity in all aspects of employment. It is the policy of Brown-Forman Corporation to provide full and equal employment opportunities to all employees and potential employees without regard to race, color, religion, national or ethnic origin, veteran status, age, gender, gender identity or expression, sexual orientation, genetic information, physical or mental disability or any other legally protected status.
Business Area: Global Marketing
Req ID: JR-00000365