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Brown-Forman Guest Services Manager- Woodford Reserve in Versailles, Kentucky

"The Woodford Reserve Distillery is an interactive, consumer experience designed to

showcase the history and beauty of the Woodford Reserve Brand. We will give our

consumers a look into how Woodford Reserve comes to life and each team member will be

responsible for ensuring the integrity and authenticity of this experience as they interact

with our consumers throughout their visit to our Homeplace."- Hiring Manager

Meaningful Work From Day One

Coordinates and plans all guest service activities related to operations, including labor and

budgets for the Visitor experience for Woodford Reserve Distillery. Assumes direct

responsibility for leading a diverse workforce of hospitality team members (tour guides and

tasting guides), permanent as well as seasonal temporary employees. Responsible for

planning, budgeting and execution of all activities associated with the front of house tour

operations of the Welcome and Visitor Center, including tour guide team management,

ticketing, reception, and tasting rooms.

What You Can Expect

● Manages the daily operation of the Guest Services team, facilitating the seamless

flow of tours, hosting and entertaining of visitors.

● Ensure a high level of hospitality by leading and motivating the guest services team,

setting performance expectations and providing ongoing training and development.

● Oversee guest relations, addressing inquiries, concerns and complaints in a timely

and professional manner, aiming to exceed guest expectations

● Provides input in the development of annual operating plans, monitor financial

performance, manage budget and identify strategies to maximize guest experience

in tandem with increasing revenue and profitability

● Provides an overview to Homeplace Manager on a weekly/monthly/quarterly basis

regarding on-going operational staffing, ticket revenue performance and variances

to the budget.

● Recruits, trains, supervises and motivates Tour Guides and Tour Captains to ensure

that every visitor has a memorable experience, aligned with brand goals.

● Manages and properly maintains the tour guide operations and overall scheduling.

● Prepares monthly tour guide and support staff work schedule based on group


● Oversees smooth operation and coordination of daily scheduled events and group

tours. Assist groups while on property, as needed.

● Manages inventory of operating supplies and ensures team is set up for success

based on seasonality.

● Maintains current and accurate Woodford Reserve Distillery Tour Guide Training

Manual incorporating new information and procedures on a regular basis.

● Assists in the development of unique tours to incorporate into existing tour portfolio

to enhance the visitor experience (i.e. heritage tours, etc.) and encourage repeat visits

to Woodford Reserve Distillery.

● Develops and updates tour path and program to ensure tour message is consistent

with the brand message. Review changes with Master Distiller and Brand Team for

final approval.

● Tracks daily visitor counts and manages visitor count reporting.

● Monitor guest feedback and satisfaction metrics, implementing improvement

initiatives based on feedback and trends.

● Responsible for the online reservation system, credit card/cash management process

and serves as the primary point of contact with the online booking software provider.

● Serves as Manager on Duty when needed (weekend rotation is required)

● Maintains relationships with tour partners, vendors and suppliers.

● Ability to lead distillery tours and Personal Selection experiences

● Coordinates with Woodford Reserve Homeplace Manager, Bar Manager, and Retail

Manager with the implementation of strategic initiatives.

● Stay updated on industry trends and best practices in the bourbon tourism field,

continuously seeking opportunities to enhance guest experiences.

What You Bring to the Table

● Bachelor’s Degree in related field and minimum 3-5 years in the hospitality, and/or

meeting planning; or appropriate combination of education and experience.

● A customer-centric mindset with a commitment to delivering outstanding customer

service and a passion for creating memorable guest experiences.

● Ability to lead in a team based environment and manage all relationships within

Guest Services.

● Excellent communication and interpersonal skills, with the ability to build rapport

and maintain positive relationships with guests, team and vendors.

● Ability to multitask, prioritize and work under pressure in a fast-paced environment.

● Proven leadership and organizational skills managing a diverse team with strong

skills including scheduling, directing, and providing feedback.

What Makes You Unique

● Post graduate degree (Master’s Degree in Business or a hospitality-related field of


● Consumer brand homeplace experience.

● Knowledge of the Brown-Forman organization and its business.

● Familiarity with revenue management strategies, financial analysis and cost control.

● Knowledge of local attractions, events and points of interest to assist guests


● Strong problem-solving abilities and decision-making skills.

Who We Are

We believe great people build great brands. And we know there is Nothing Better in the

Market than a career at Brown-Forman. Being a part of Brown-Forman means you will grow

both personally and professionally. You will have the opportunity to solve problems, seize

opportunities, and generate bold ideas. You will belong to a place where teamwork matters

and where you are encouraged to bring your best self to work.

Many Spirits, One Brown‑Forman- We believe that an inclusive culture, one that

values the diversity and unique perspective of each individual, allows us each to bring our

best self to work and leads to greater teamwork, creativity, and trust.

Cultivating a Caring Culture- We know that our strong culture is one of the many

reasons people love working at Brown‑Forman.

Enriching Life. Enriching Careers- At Brown‑Forman, we craft products known for

bringing people together. Our employees have made us what we are today and are

the reason for our success. Do not just take our word for it. Brown‑Forman is

consistently recognized as a Great Place to Work® in countries around the world.

What We Offer

Total Rewards at Brown-Forman is designed to engage our people to ensure sustainable and

profitable growth for generations to come. As a premium spirits company, we offer equitable

pay structures for individual and company performance alongside a premium employee

experience. We offer a range of premium benefits that reflect our company values and meet

the needs of our diverse workforce.

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

Function: Homeplace

City: Versailles

State: Kentucky

Country: USA

Req ID: JR-00007607