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Brown-Forman Supervisor - Visitor Experience in Lynchburg, Tennessee

Meaningful Work From Day One:

The Visitor Experience Supervisor is part of the Visitor Center team and will be responsible for oversight of the Tour Experience team, as well as Motlow House operations. This role reports directly to the Manager of the Jack Daniel’s Visitor Experience and oversees the day to day operations of the Visitor Experience team and should be able to do any function within the Visitor Experience or Motlow House operation. In addition, this role will have the ability to lead tours, handle media requests, host barrel selections and support special events as needed. This role will collaborate with the Trainer and Leads to oversee the training, coaching and development of all staff as well as participate in the hiring process, development of new experiences and upkeep of areas and equipment within the Visitor Experience area.

This role will be required to work a schedule that includes working a minimum of two weekends a month, evenings, and holidays.

What You'll Do in This Role:

Supervisor Role

  • Oversee the daily operations of the Tour Experience, Tour Guides & Motlow House Operations.

  • Maintain staff on a daily basis to cover tours, calling in staff if needed to cover “call-ins”, moving staff around to cover tours, pre-booked and walk-in guests, or to accommodate VIP Tours.

  • Assist Managers in completing a weekly schedule for over 21 full-time staff and over 50 Staffmark employees.

  • Responsible for Tour path communication during inclement weather, annual maintenance shutdown, and other potential tour path disruptions.

  • Work with the Events Supervisor to coordinate special events throughout the Homeplace.

  • Assist Manager/Director with the hiring process for new positions or to back-fill current positions.

  • Oversee the Guide Trainer and a continuous training program for all guides and staff. Evaluate guides for tour content, performance, team work, and attitude by conducting tour audits providing feedback, coaching and corrective actions as needed. Conduct staff performance reviews as needed, communicating with Manager and Staffmark on performance issues, re-training, documenting and coaching as needed.

  • Assisting in Tour Script and Brand Education to all guides and ; keeping script up to date.

  • Understand JD safety/emergency action plans. Complete guest, employee and property damage incident/accident reports. Complete Salesforce reports as needed, identifying root causes and identifying ways to prevent future incidents. Assign corrective actions and follow up to make sure action was completed and documented.

  • Assist the Lead in covering the safety and closing and other aspects of the tours with new guides, ensuring they have the property equipment and covering safety/evacuations protocols

  • Review completed daily opening/closing checklists and remedy issues noted (i.e. complete Work Order, arrange work with Maintenance, and follow through to completion). Submit work orders as needed and help maintain all areas with Tour Experiences and Motlow House.

Visitor Experience Team responsibilities include :

  • Complete understanding of the brand, town and history of Jack Daniel (the man) and the production process at Jack Daniel.

  • Knowledge of all Jack Daniel’s whiskey brands

  • Strong understanding of TN Squire Association and program details

  • Ability to lead and train others on all experiences offered at Jack Daniel’s Homeplace

  • Support Homeplace Visitor Center operations by supporting tour schedules as needed.

  • In collaboration and communication with the Manager of Visitor Experience or Homeplace Director, will be responsible for leading any VIP Tour/PR Media visits .

  • Will support the Visitor Center and Brand team with the Homeplace launch of new products. Including tour development, On-site Media requests, and support in the development of new tour experiences.

Motlow House:

  • Understand TN Squire Association and procedure for handling, greeting and seeing Squires and assist as needed.

  • Oversee the day to day operations at the Motlow House staff and assist the Motlow House Lead in the activities at the Motlow House associated with events, Personal Collection Single Barrel Whiskey Selections, Conduct Family of Brands Tastings and tasting set ups.

  • Scheduling staff to cover all areas of the Motlow House operations. Getting “call ins” covered as needed. Assisting in hiring, training and coaching of new staff. Conduct staff performance reviews, creating and overseeing a training program for all Motlow House staff.

  • Ensure all safety procedures are being followed, create and implement new programs as needed to ensure safety in this area. Complete incidents reports as needed, following up for any corrective actions or further training for any staff involved.

  • Support Motlow House operational team with ordering and selling of Squire merchandise

  • In collaboration with Events and Visitor Experience, execute annual events such as Wyooter, BBQ, and other TN Squire events throughout the year.

  • Work with and support Event Supervisors as needed for Homeplace Events including but not limited to Wyooter, Camp Jack, Media visits, VIP/Groups, The Jack, Tennessee Whiskey Trail Events, Brand Events

What Exactly Are We Looking For:

  • College degree in Hospitality, Tourism, Marketing, Business or related field; or 7+ years work experience in equivalent environment.

  • Experience as a lead or supervisor with the ability to motivate staff.

  • Strong Organizational and communication skills

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 Supply Chain

City: Lynchburg

State: Tennessee

Country: USA

Req ID: JR-00006200