Manager, Guest Experience - Mission Hill Family Estate

Guest Experience Manager

Mission Hill Family Estate, West Kelowna

Lead premium winery hospitality, tasting room, and boutique experiences at one of British Columbia's exceptional winery estates.

We are seeking a polished, guest-focused, and commercially minded Guest Experience Managerto lead the daily execution of our tasting room, retail boutique, merchandise, and guest-facing hospitality operations. This is an exciting opportunity for an experienced hospitality leader who thrives in a premium service environment, enjoys leading through others, and is passionate about creating memorable guest experiences that reflect the quality, story, and standards of the winery.

In this role, you will lead a layered guest experience team, including one Assistant Manager and three Supervisors, while providing visible floor leadership across tasting room, boutique, and hospitality areas. You will coach leaders and team members, support wine and merchandise sales, promote Wine Club conversion, oversee boutique presentation, resolve guest concerns, and ensure every touchpoint reflects the professionalism, warmth, and brand standards expected in a premium winery environment.

What You'll Do:

• Lead the day-to-day execution of premium tasting room, boutique, merchandise, and guest-facing hospitality operations.
• Provide visible floor leadership to support service flow, guest engagement, sales conversion, team communication, and real-time issue resolution.
• Lead, coach, and develop one Assistant Manager and three Supervisors, ensuring clear ownership of daily operations, service standards, sales priorities, guest recovery, and team deployment.
• Ensure tasting experiences are delivered consistently, professionally, and in alignment with winery standards, brand storytelling, and luxury hospitality expectations.
• Oversee boutique and merchandise standards, including wine placement, product displays, signage, pricing accuracy, replenishment, visual presentation, and product availability.
• Support wine sales, merchandise sales, average order value, and Wine Club sign-up goals through active coaching, guest engagement, relationship-based selling, and team accountability.
• Monitor guest flow, reservations, walk-ins, wait times, service pacing, VIP visits, and special requests to protect the quality of the guest experience.
• Partner with Wine Club, Marketing, Culinary, Events, Estate Leadership, and other cross-functional teams to ensure guest experiences are thoughtfully planned, well communicated, and effectively executed.
• Lead pre-shift meetings and communication routines to align the team on reservations, VIPs, events, sales goals, product features, service focus areas, and operational updates.
• Manage guest recovery, service concerns, direct feedback, VIP requests, and escalations with professionalism, urgency, discretion, and sound judgment.
• Reinforce responsible alcohol service, health and safety practices, cash handling, inventory accuracy, POS standards, reservation accuracy, and company procedures.
• Use guest feedback, sales results, team observations, and operational insights to improve service delivery, team performance, boutique execution, and guest experience outcomes.

This is an opportunity to help shape the guest experience at a premium winery estate where hospitality, wine, storytelling, and service excellence come together. You will play a key leadership role in building team capability, strengthening guest loyalty, supporting commercial results, and ensuring each guest interaction reflects the quality, warmth, and professionalism of the winery brand.

What You Bring:

• 5+ years of progressive experience in hospitality, guest experience, winery operations, tasting room leadership, luxury retail, tourism, sales, or a related guest-facing environment.
• 3+ years of supervisory, assistant manager, or manager experience, including experience leading through supervisors, team leads, or other people leaders.
• Experience leading hourly, seasonal, or high-volume guest-facing teams in a fast-paced service environment.
• Strong understanding of premium hospitality standards, guest recovery, service pacing, sales conversion, and team-based performance goals.
• Experience supporting retail or boutique operations, merchandise presentation, POS accuracy, cash handling, inventory, reservations, wine club promotion, or guest-facing sales.
• Strong leadership, communication, coaching, organization, and relationship-building skills.
• Commercial confidence with the ability to connect guest experience, wine sales, merchandise sales, Wine Club conversion, and operational execution.
• Confidence using reservation, POS, CRM, inventory, scheduling, payroll, or reporting systems; experience with Tock, Commerce7, UKG, Excel, or Power BI is considered an asset.
• Professional, calm, solutions-focused, and adaptable approach in a seasonal, fast-paced, and guest-facing environment.
• Passion for wine, hospitality, storytelling, retail presentation, product discovery, and creating memorable guest experiences.
• Serving It Right certification, or the ability to obtain and maintain certification, is required.
• Wine education such as WSET, ISG, CMS, or equivalent product knowledge is considered an asset.

Working Conditions:

• This role requires regular on-site presence at the assigned winery estate, including active floor leadership in tasting room, boutique, and guest-facing areas.
• Flexibility is required to support business levels, including weekends, evenings, holidays, private events, peak-season periods, and changing operational priorities.
• Work is performed in a fast-paced hospitality and winery environment with frequent guest interaction, competing priorities, and indoor and outdoor service areas.
• The role requires standing, walking, and moving throughout the estate for extended periods.
• The role may require occasional lifting, carrying, or moving of wine, merchandise, supplies, or event-related materials within safe working limits.
• Compliance with company policies, health and safety requirements, responsible alcohol service expectations, and all applicable workplace standards is required.

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. The typical hiring range for this position is $90,000 - $100,000 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.

If you are a polished hospitality leader who brings strong operational discipline, a guest-first mindset, commercial confidence, and a passion for creating memorable winery experiences, we would love to hear from you.