Guest Experience Manager Road 13

Over 40 years ago we founded our family winery with an audacious dream to redefine whats possible for Canadian wine in the eyes of the world. With a deep commitment to the Okanagan region and a relentless passion to produce wines that can stand alongside the best in the world our wines are crafted with bold precision and an uncompromising respect for the diverse vineyards and micro-climates here.

Our culture is unapologetically fast paced entrepreneurial and results driven. Each teammember is a storyteller and makes an impact on a family-owned business thatis building a lasting legacy in the Canadian and International wine people have relentless drive to always raise the bar a genuineentrepreneurial spirit a passion and love for what we do to all act like ownersand to constantly innovate. We act with a sense of urgency do everythingpossible to always overdeliver for our customers and treat each other withhumility and authenticity.

We love what we do. Were all in. Its how we have accomplished great things. Like our amazing products and our brand we want to tell you the exciting story of our winery its growth and our people. Were on an amazing adventure and we want you to help write the next chapter with us. We are building a lasting legacy in the wine industry and weve only just begun

The Winery

At Road13 we farm to protect the land. Taking care of the dirt means itll take care of our roots producing the best fruit possible. This cycle lets us make honest wines. Well keep farming this way for generations to come. Its the only way we know how.

The Guest Experience Manager is a hands-on hospitality leader who brings the Road 13 story to life through memorable polished and welcoming guest experiences. This role is accountable for leading the guest experience as a true owner-operator within a lean entrepreneurial winery environment balancing day-to-day service excellence with fiscal responsibility commercial growth team development and overall property presentation. This is an exciting opportunity for an emerging or established leader who is ready to grow their career in winery hospitality direct-to-consumer sales and people leadership. You will lead the daily guest experience coach and inspire a passionate team drive wine sales and club growth and work in close partnership with Brand Fulfillment Marketing Winemaking Engineering and other key stakeholders to support the overall success of the winery.

What youll do:

• Lead the day-to-day guest experience across tastings tours retail reservations and special moments that surprise and delight our guests
• Create a warm confident and sales-focused service culture where team members are empowered to act like owners and build lasting guest relationships
• Own key direct-to-consumer revenue drivers including onsite visitation retail sales offsite events outreach wine club conversion and repeat guest engagement
• Take overall fiscal responsibility for the guest experience business including revenue delivery labour planning expense discipline inventory awareness and thoughtful decision-making that supports profitable growth
• Oversee wine club membership management including member acquisition retention service recovery communication pick-up experiences fulfillment coordination and ongoing member care
• Collaborate closely with Brand Fulfillment Marketing Winemaking Engineering and other stakeholders to align guest experiences operational priorities events communications and site readiness with winery goals
• Recruit onboard train coach and develop seasonal and year-round Wine Ambassadors and guest experience team members driving ongoing education in service standards sales storytelling wine knowledge safety and brand expectations
• Manage inventory control and depletion of wine packaging materials collateral and retail items in partnership with winery and operations teams
• Use guest feedback sales results club performance and service observations to identify opportunities and continuously elevate the guest journey
• Own the overall presentation cleanliness readiness and care of guest-facing spaces back-of-house areas and the broader building environment ensuring standards of professionalism safety cleanliness and brand alignment are consistently maintained

What you have:

• 2-3 Years of experience in hospitality retail winery tourism restaurant or luxury guest-facing environments; leadership experience is an asset and may include supervisor lead assistant manager or manager-level responsibility
• A passion for creating exceptional guest experiences and helping others deliver service that feels genuine polished and memorable
• Proven ability to coach motivate and support a team in a fast-paced seasonal or service-driven environment
• Sales confidence and curiosity with an interest in growing wine sales club memberships and long-term guest relationships
• Strong communication skills sound judgment and the ability to balance warmth professionalism and operational follow-through
• Collaborative creative storyteller and problem-solver with an entrepreneurial spirit a strong owners mindset and the ability to thrive in a flat structure where leaders are hands-on commercially aware and accountable for results
• Wine knowledge WSET Serving It Right or hospitality education is considered an asset; curiosity and willingness to learn are essential

Why Join Us

Mark Anthony is committed to hiring engaging and growing qualified talented and motivated team members at every level of our organization. We offer competitive compensation that recognizes individual and company performance. Theâtypical hiring range for this position is $70000 - $80000 annually complemented by a bonus plan; the base pay is determined by market location and job-related knowledge skills experience and education.

As part of our Total Rewards program we are also proud to offer:

• Company-matched RRSP contributions
• Extended health and dental benefits and mental health plans with 24/7 access to a primary care physician via Lumino Health
• Maternity & Adoption Leave Top Up and Paid Secondary Caregiver Leave
• Paid time off
• An extensive offering of world leading learning and development programs to empower your career development in-person and digital offerings with internationally renowned resources like Franklin Covey and Lumina.

We are growing a lasting legacy in the beverage alcohol industry with people first. Apply now!

Mark Anthony Group is an equal opportunity encourage applications from individualsof all backgrounds who areeligibleto work in thank all candidates for their interest in MAG and we will reach out to thosecandidates that are under consideration. If you are contacted for an interview and require accommodationduring the recruitment process pleasecontactyour recruiter.

At Mark Anthony we exist to Unearth the Extraordinary:

Our Purpose is not just a statement; it is a call to action that binds us together and ignites our passion for making a difference. It is the driving force behind why we do what we do every single day connecting our global organization across all business units roles and locations. We are:

Best in Our Craft
We set the standard with a pursuit of excellence that can be found in everything from our products and processes to our plants and people.â

Ambitiously Curious
We stay curious dreaming big and navigating the unknown with an enduring belief in better.ââ

Made With Humility
We bring humility authenticity fun and support to every collaboration and celebrate wins as a team.

Daringly Disruptive
We disrupt the status quo moving fast to seize opportunities and acting scrappy âto stay ahead of industry giants.â

Required Experience:

Manager