Guest Experience Manager

Buffalo Trace Distillery is a family-owned company based in Franklin County Kentucky whose rich distilling tradition dates back to 1787. Buffalo Trace is a fully operational distillery producing bourbon rye and vodka on site and is listed on the National Historic Register. Buffalo Trace has been awarded seven distillery titles since 2000 and has also garnered more than 150 awards for its premium whiskies.

The Guest Experience Manager (GEM) will lead and enhance all dimensions of experiences for our guests and the Guest Experience Team (GET) at Buffalo Trace Distillery. This role adopts an owners mindset to create lifelong connections between consumers and our brands while constantly driving for results and practicing fiscal responsibility. The GEM focuses on our values of caring collaborating and contributing and thrives in creating an environment of respect accountability and action. The GEM will cultivate a team of high-performing storytellers and brand ambassadors. This role is responsible for managing day-to-day guest experience ensuring the highest level of customer satisfaction and cultivating meaningful positive connections between our consumers and our brands.

This role will:

• Cultivate a high-performance culture by demonstrating empathy integrity and transparency in leadership. Inspire and motivate a diverse team fostering an environment where creativity collaboration and personal growth are prioritized. Advocate for professional development initiatives mentoring staff to reach their full potential and nurturing a sense of pride and ownership in their work. Establish a positive and forward-looking tone embodying the values of the Company and Department. Lead by example to support and elevate all team members at Buffalo Trace Distillery.
• Proactively address and resolve guest concerns or complaints promptly and professionally ensuring a positive resolution and maintaining high levels of guest satisfaction.
• Develop and implement strategies to enhance guest satisfaction including special programs events and interactive experiences. Utilize best-in-class experiential benchmarks to create and deliver innovative experiences and storytelling. Collaborate with vendors clients and partners to meet all operational needs while working across departments to ensure the seamless execution of both the daily experience program and special events.
• Coach the GET to engage guests and encourage them to provide additional information such as email and/or phone number to receive periodic communication from the company. Update/complete incorrect/missing information from reservation holders to ensure communications are being received.
• Ensure Guest Arrival Experience is attractive free of hazards and easy to navigate for all visitors coming onto the Buffalo Trace Distillery property. Provide or call for assistance for any visitors needing first aid attention. Fill out incident reports as necessary and make proactive suggestions on improving safety for team members and visitors.
• As a leader in Guest Experiences contribute collaborative and cross-functional leadership. Propose innovative ideas and recommendations that support other departments (Retail Events F&B SBS Private Client) in achieving their objectives. Ensure alignment of all plans with other teams to promote business synergies and effective cross-departmental coordination. Leverage data and business intelligence to formulate departmental strategies aimed at surpassing key performance indicators.
• Embody and promote the values and mission of Buffalo Trace Distillery ensuring they are reflected throughout all operations and guest interactions. Drive initiatives that celebrate and integrate Sazerac brands into the guest experience while maintaining authenticity and relevance. Lead by example demonstrating a high level of professionalism in all interactions with team members guests and stakeholders. Evaluate talent effectively to cultivate a successful team that embodies the Sazerac culture. Additionally develop a workforce staffing plan that accommodates a significant population of part-time employees.
• Lead and mentor the Experience teams encompassing Tour Guides Guest Experience Ambassadors Visitor Experience Associates and Team Leads. Design and implement training programs to uphold high standards of guest interaction and service. Monitor and assess team performance providing constructive feedback and support to cultivate a positive and productive work environment.

Requirements

MUST

• Ability and willingness to work non-traditional hours (nights/weekends)
• Excellent oral & written communication skills
• High School diploma or GED equivalent
• Ability to handle multiple tasks at one time
• Strong presentation skills
• Ability to communicate with all levels of an org
• Ability to project a professional image
• Demonstrate the ability to work as a team as well as self-directed
• Experience in Alcohol Beverage Industry or CPG overall
• At least 21 years of age

PREFERRED

• Bachelors Degree
• Experience in Alcohol Beverage Industry or CPG overall
• Hospitality industry experience
• Experience consulting managing and setting up VIP Guest Visits

Physical Requirements

• Ability to pick up and/or move objects up to 25 pounds without assistance
• In-person job attendance